CHARLOTTE PERRYMAN
Gloucestershire
Summary
Service Delivery Manager with 4+ years in IT service delivery leadership and 12+ years in customer service and operations environments. Strong background in IT Service Management (ITSM), ITIL processes, SLA and KPI management, and operational service delivery. Proven at leading cross-functional teams, running service reviews, managing major incidents, improving service performance, and stabilising at-risk accounts. Experienced in stakeholder management, service improvement, and performance reporting in fast-paced IT environments.
Overview
15
15
years of professional experience
Work History
IT Service Delivery Manager
DSP Explorer
01.2022 - Current
- Lead end-to-end IT service delivery operations, ensuring consistent achievement of SLAs and KPIs across service desk and delivery teams.
- Manage ITIL-aligned processes including Incident Management, Major Incident Management, and Service Review cycles.
- Produce weekly, monthly, and quarterly service performance reports, including KPI tracking, trend analysis, and improvement plans.
- Successfully turned around at least one at-risk customer account through proactive stakeholder management and service improvement initiatives.
- Act as senior escalation point for critical service issues and Major Incidents, coordinating resolution and producing post-incident documentation and root cause analysis.
- Coordinate cross-functional technical and business teams to ensure stable, high-quality service delivery.
- Provide operational leadership and cover Service Delivery Manager responsibilities when required.
- Drive continuous improvement across service performance, customer satisfaction, and operational efficiency.
- Recognised by senior leadership for outstanding performance and service improvements.
IT Service Coordinator
St James Place
06.2019 - 01.2022
- Supported IT service delivery operations by coordinating between service desk and technical teams.
- Ensured service documentation was accurate and up to date to support ITIL-aligned processes.
- Acted as a key point of contact for service queries, escalations, and customer feedback.
- Produced internal service reports to support performance management and service improvement initiatives.
- Helped improve communication, service consistency, and operational efficiency within IT operations.
Commercial Team Leader
OGL Computers
09.2014 - 06.2019
- Led a service desk team providing remote IT support to 250+ customers, ensuring high service standards and KPI performance.
- Managed team resourcing, workload allocation, holiday planning, and sickness cover to maintain SLA performance.
- Trained and onboarded new staff, improving team capability and service quality.
- Analysed service trends and customer requirements to improve customer retention and repeat business.
- Acted as escalation point for complex service and customer issues.
Customer Relations Advisor
VAX
Droitwich
08.2011 - 09.2014
- Delivered multi-channel customer support (phone, email, social), resolving complaints and service issues.
- Maintained customer data in line with Data Protection and compliance requirements.
- Created CRM templates adopted across the contact centre to improve consistency and efficiency.
- Supported training and onboarding of new team members.
Service Administrator
Worcester Autos Ltd
Kidderminster
09.2010 - 08.2011
- Managed customer interactions, supplier liaison, invoicing, and service documentation.
- Responsible for cash handling, end-of-day reconciliation, and basic budget control.
Education
ITIL v4 Foundation -
01.2021
BTEC National Diploma - Business & Management Studies
Kidderminster College
01.2006
CLAIT Foundation -
01.2006
Skills
- Service Delivery Management
- IT Service Management (ITSM)
- ITIL v4 (Incident, Problem, Change, Service Review)
- SLA & KPI Management
- Major Incident Management & Escalation
- IT Operations & Service Desk Management
- Stakeholder & Client Relationship Management
- Cross-Functional Team Leadership
- Performance Reporting & Service Reviews
- Continuous Service Improvement
- Customer Experience & Complaint Resolution
- Process Improvement & Documentation
Custom Section
- ITIL v4 Foundation, 2021-01-01
- CLAIT Foundation, 2006-01-01
- BTEC National Diploma in Business & Management Studies, Kidderminster College, 2006-01-01
Timeline
IT Service Delivery Manager
DSP Explorer
01.2022 - Current
IT Service Coordinator
St James Place
06.2019 - 01.2022
Commercial Team Leader
OGL Computers
09.2014 - 06.2019
Customer Relations Advisor
VAX
08.2011 - 09.2014
Service Administrator
Worcester Autos Ltd
09.2010 - 08.2011
ITIL v4 Foundation -
BTEC National Diploma - Business & Management Studies
Kidderminster College