Tony Munro Email & Phone Number

Glasgow, GB

Glasgow, United Kingdom

• Managing a team of Service Delivery Management ‘experts’, ensuring they are supported, developed and are able to make the most of their careers at Vodafone. Excellent understanding of the products and services within.
• Actively participate in the management of Vodafone ‘major incidents’ (on a rota basis), providing knowledge and customer liaison to communicate and drive excellent customer service at times of high impact.
• To manage a team within the Service Management organisation, providing a first point of escalation and duty of care to their colleagues.
• Promote the Service Management team throughout Vodafone and support the leadership team with improvement and/or business change initiatives.
• Build and maintain relationships with stakeholders across the business.
• Customer obsessed, demonstrating a deep insight into the customer’s way of thinking and their strategic direction. Able to create and nurture good working relationships with appropriate customer contacts

United Kingdom

Key Experience/Roles:Principal Service Manager (April 2013 – present)Head of Service for a number of Major Corporate Accounts in Vodafone UK. Responsible for the in-life Service Delivery, Contractual Governance, Customer Relationship, Service Management teams and aligned (ITIL) support FTE’s.Experienced line manager – Direct Reporting and Matrix.

• Management reporting
• Trend analysis
• Identify and implement areas of improvement
• Project Management
• Produce monthly KPI reports
• Integrity of Reporting