Cheryl Hizzey

• Currently leading the UKs largest Public Sector Service Account through new service led hybrid approach – First in Company Design – Supporting a £90m Government Service Contract
• Ownership of Managed Enterprise Service, Professional Services Project Management, Configuration Management Services and Commercial Responsibilities
• Integrated and Managed ITAD service support
• Previously part of the SDM community responsible for Accounts including fully managed, break fix, hosted, back up and remote services across Public Sector and Retail
• Ensuring full contractual adherence through report analysis and internal department compliance
• Responsible for Service Management governance to include Change Management, Problem Management, Risk Management, Escalation Management, Service Improvement Performance, Financial Management
• Account development through growth, project, and customer strategy
• Transition of additional services to existing accounts

• Service Delivery Management of Ultima’s Outsourced Servicedesks, based on various customer sites across the UK to include Honda, Colliers International and Pitmans
• Management of Ultima’s Telephone Support offerings, including supporting Sales in selling new and maintaining existing contracts, this may also include customers wishing to host their First Line Support Desk in Reading.
• Managing Ultima's complete offering of Managed Services, from its 24x7x365 Technical Support Centre based in Reading. Services including: - Hosted Cloud Services, Remote Managed Services, Network & Unified Communication Managed Services, Managed Security Services, Unified Telephone Support, Onsite Helpdesk Services
• Arranging Quarterly Reviews with Client Management Teams, including ongoing collation of statistics, review of SLAs and setting of new KPIs and regular review with Ultima onsite staff as deemed necessary.
• Working closely with Account Managers to respond to Helpdesk Tenders, and quotation requests.

• Reporting to Head of Managed Sites, Delivering 6 key departments on a clients site. 53 Personnel over PS, Engineering, Hardware Dispatch, Logistics and Account Management
• Grown on site Phoenix presence to double Revenue in first 18 months, this included creation of Online Account Management team, who delivered all Oracle Service Contracts below £1m
• Key member of the integration team who successfully transition over £2m of new Accounts following the acquisition of a&o Systems and Services.
• Successfully Executed a Major Incident Management Process for all Top X Customers

· Delivered on set objectives for European single price list project to ensure business protection and consistency within the service organization’s processes from installation to fault call procedure and improve customer satisfaction

· Engaged on deployment team for the UK transition to fully global CMS tool

• Reporting to Head of Service, Led UK 24*7 Customer Support Centre
• Managing Team Leaders and Support Staff to deliver contractual SLA managed Service calls
• Sales of Maintenance Contracts in line with Company forecasted targets

· Sales of Managed Services, generating service revenue for corporate growth targets

· Created and implemented Major Incident Management process for service

· Reviewed Company CFI measurements and produced required actions to upper management

· Implemented and carried out Personal Development Plans and appraisals for team

· Achieved minimal staff turnover, significantly below national average for call centre staff

· Created and presented presentations to colleagues and clients on company services

· Created and implemented department procedure manuals, ensuring policy adherence

· Developed and implemented new working processes to improve service and revenue

· Worldwide travel as Business Analyst for the set-up of new call centres, including Korea and Hong Kong

· Ensured consistency in service framework and trained staff on systems and processes