Information Technology Services Manager
Whilst working at various ESA sites at Spain, Netherlands and Germany for Serco and ATG I was responsible for the management, planning and delivery of on-site IT management services at ESA using such Tools as Service now, Remedy (BMC) and O365. I Managed 6 team members but I have also managed 20 team members across the various sites/stake holders including one remote site. Services included technical support, building/deployment of computers, asset management, mobile device management and processing security requests. Providing technical and operational expertise with policies and procedures. Responsible for staffing, hiring, terminations & performance appraisals.I Managed client relationship with various business units on the ESA contract. Regularly interacted with clients regarding satisfaction issues, expectations, and potential projects. Ensured work had been correctly scoped and staffed (technicians, vendors, etc.) to address client needs and for timely completion of projects. Responded promptly to client calls/emails to resolve questions and problems, escalating to senior leadership when appropriate. Worked with senior members of account leadership team to develop ideas for expansion of service opportunities. Managed End User desktop support teams. Conducted regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energise staff. Promptly and accurately completed account administrative tasks such as creation of project related technical services proposals, approval of vendor invoices, approval of employee timesheet and evaluation of employee performance using automated employee management tools. Tracked hours billed to account and staff hours worked to determine and evaluate vendor and sub-contractor productivity, made changes as needed to manage labour costs. Facilitated on-going training of technical staff. Managed local projects in coordination with Senior Project Managers. A SPOC for the complete service at ESA.
