Andrea Harriet Holmes
Reigate
Summary
Dedicated and results-driven Service Delivery & Client Relationship Manager with extensive experience leading strategic accounts, driving operational excellence, and delivering measurable service improvements. Proven ability to manage complex SLAs, contractual deliverables, and account P&L while building strong relationships with senior stakeholders. Skilled in developing Strategic Account Plans, analysing operational data, and implementing Continual Service Improvement (CSI) initiatives that enhance customer satisfaction and expand service offerings. Recognised for proactive issue resolution, cross-functional collaboration, and driving profitable service growth across major accounts including BBC, TfL, and Wavenet
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Canon UK
02.2018 - Current
- Key Accounts- BBC, TFL and Wavenet
- Design the strategies and actions needed to develop the customer relationship within assigned accounts.
- Proactively identifies and implements operational service improvements, documented in a Continual Service Improvement Plan and demonstrate to the client at relevant account performance meetings.
- Promotes the marketing of additional Canon products & services to assigned ITS customers to ensure long-term growth of account revenue/margin streams.
- Effectively manage the account, its SLA’s and Contractual deliverables.
- Provide the management information detail to enable the Canon Relationship Manager to develop tactics to extend existing contracts beyond the primary contract term and expand services and solution in the account.
- Working closely with the Relationship Manager, develop and maintain an action centered Strategic Account Plan that is updated at least once per annum.
- Communicates this to all appropriate internal and external customers at the start of each new budget period.
- Monitors and manages contract to achieve agreed budgets & maximize revenue, margin and other defined targets.
- Owns the account P&L and acts as the point of contact for Contract Management with regards accurate revenue capture and invoicing.
- Strategic implementation of CSI to drive customer success and innovation aligned with their business strategy and objectives.
- Work with other senior stakeholders and departments to deliver profitable Service growth within existing Canon Accounts.
- Manage all issue resolution including identify route cause, presenting resolution course and actions to prevent reoccurrence.
- Managed end-to-end service delivery processes, improving operational efficiency and customer satisfaction levels.
- Analysed service delivery failures, identifying root causes and implementing corrective actions.
- Developed and monitored service delivery metrics, using data to inform strategic decisions.
- Prepared detailed reports on service delivery outcomes, providing transparency to stakeholders.
- Designed customised service solutions for key clients, strengthening client relationships.
- Orchestrated the resolution of high-priority incidents, minimising impact on business operations.
- Tailored new ways of working to innovate by continuously reflecting and challenging teams constantly.
- Led daily operations to achieve key business objectives.
- Worked to technical and business stakeholders' needs and managed expectations for increased customer satisfaction.
- Supervised services provided to achieve quality and performance targets.
- Implemented customer feedback mechanisms, driving continuous improvement in service standards.
- Presented business performance reports, highlighting successes and improvement areas.
- Facilitated regular review meetings with clients, maintaining strong, productive relationships.
- Streamlined communication channels between service delivery and sales teams, enhancing collaboration.
Account Manager- Indirect channel, b2b
Canon UK
02.2018 - Current
- Ongoing support for new-starter sales executives.
- Support with Canon Sales Academy delivering training to new salespeople.
- Identification of product knowledge of sales teams via formal assessments.
- Support on Tender documentation for larger deals.
- 12 month Secondment in Business Generation team.
- Working with client base on marketing in all aspects of sales and business generation.
- Working closely with 3rd party marketing agencies to deliver bespoke campaigns and events.
- Client meetings with senior Marketing Mangers to present Canon Marketing offering, i.e. Email led Campaigns, content, social media campaigns and event support.
Team Leader & Account Manager
Canon UK
04.2022 - 05.2023
- On-load team leadership of the Sales Development Executive resource within the Channel.
- Enable the team to drive and develop sales opportunities on Software and Hardware with Canon’s Business Partners, whilst also supporting my own set of accounts.
- Supporting the Channel Development Manager in the day-to-day management of the team to meet Channel and individual objectives and performance measures.
- Supporting Canon UK reseller business partners.
- Day-to-day Account Management of 15 Client Accounts.
- Onboarding new staff within clients and training on Canon Products & Solutions to maximise sales including Canon SaaS cloud products.
- Management of sales activity events to promote Canon business in Software and Hardware.
- Provide regular business updates and information on new Canon products via formal presentations.
- Product demonstrations at the Canon Experience Centre with clients and end users to promote Canon and increase sales.
- Working with clients on business plans and contributing to customer growth.
- Working closely with Marketing teams and Agencies to develop targeted marketing strategies.
- Supporting large client events in organisation and running of events.
- Attending end-user client meetings to develop performance of salespeople.
Earlier Career:
Morgan McKinley- Consultant
01.2016 - 08.2017
Education
A Levels - English Lit and Lang, Health and Social Care
Reigate College
01.2006
GCSE’s - Double English Graphic Design, Business, Maths, French
Reigate School
01.2004
Skills
- Service delivery planning
- Client relationship management
- Service improvement strategies
- Risk mitigation
- Contract management
- Operational efficiency
- Data analysis
- Strategic account planning
- Vendor management
- Issue resolution
- Team leadership
- Stakeholder communication
- Service quality standards
- Working with KPIs
- Strategic planning
- Revenue target management
- ITIL processes
- Relationship Management
- Customer negotiation
- KPI tracking
- Workflow planning
- Incident Management
- Budgeting and forecasting
- Compliance monitoring
- Service level reporting
- Results-Driven mindset
- Invoice processing
- Supply chain logistics
- Business development strategies
Certification
ITIL 4 Certified, 2024-01-01
Timeline
Team Leader & Account Manager
Canon UK
04.2022 - 05.2023
Service Delivery Manager
Canon UK
02.2018 - Current
Account Manager- Indirect channel, b2b
Canon UK
02.2018 - Current
Earlier Career:
Morgan McKinley- Consultant
01.2016 - 08.2017
A Levels - English Lit and Lang, Health and Social Care
Reigate College
GCSE’s - Double English Graphic Design, Business, Maths, French
Reigate School