Courtney Newdell
Shropshire,Telford
Summary
Seasoned IT service management professional with 16 years in customer service, telecommunications, and IT operations. Designed ITIL processes and led service improvement initiatives, specialising in major incident and problem management, governance, and stakeholder engagement. Achieved operational transformation through strategic leadership and effective collaboration.
Overview
1
1
Certification
7
7
years of professional experience
Work History
IT Service Manager
CityFibre
07.2026 - Current
- Led IT service management across BAU service delivery activities.
- Owned governance processes for incident, request, problem, and service transition to ensure compliance and service continuity.
- Led ITSM governance through daily reviews and implemented continual improvement actions to enhance service quality.
- Managed team of 4 IT support desk agents, ensuring effective support delivery and team performance.
- Managed service risk improvement plans through cross-functional delivery.
- Partnered with senior stakeholders to improve service maturity and compliance.
- Developed executive dashboards and reporting packs for ongoing service visibility.
- Built executive dashboards and service reporting for operational visibility and insight.
IT Problem Manager
CityFibre
Telford, Shropshire
08.2024 - 06.2026
- Designed and implemented end-to-end Problem Management process to enhance problem resolution efficiency.
- Led enterprise Problem Management and root cause analysis activities.
- Analysed incident trends and implemented permanent fixes to recurring issues.
- Increased proactively identified problems by 30% in 12 months.
- Coordinated cross-functional technical teams to reduce repeat incidents.
- Championed continual improvement initiatives aligned to ITIL best practice, fostering a culture of proactive problem management.
- Designed the ServiceNow solution, completed UAT and delivered business-wide training.
- UAT tested and trained users on the IT Major Incident platform.
- Performed responsibilities of IT Major Incident Manager during critical incidents.
- Led Service Catalogue improvement project.
- Developed executive dashboards for data visualisation, improving decision-making for stakeholders.
Problem and Escalation Analyst
CityFibre
Telford, Shropshire
01.2024 - 07.2024
- Owned problem management across business, establishing processes that laid foundation for future dedicated functions.
- Managed technical service centre escalations from intake to resolution, ensuring timely and effective solutions.
- Created reporting dashboards and implemented process changes, streamlining operations and minimising redundancy.
Service Manager
CityFibre
Telford, Shropshire
01.2023 - 01.2024
- Managed day-to-day service delivery for three major customer accounts, ensuring client satisfaction and operational efficiency.
- Cultivated strong customer partnerships to enhance service delivery. and scheduled service reviews.
- Redesigned customer service review packs, enhancing quality checks and improving feedback mechanisms.
- Coordinated training for stakeholders and aligned expectations, fostering stronger relationships during challenging interactions.
- Performed regular follow-ups to maintain clear customer communication.
Customer Success Executive
CityFibre
Telford, Shropshire
10.2020 - 12.2022
- Managed 25 customer accounts to ensure satisfaction and retention.
- Developed monthly service packs for five Service Managers to streamline support processes.
- Executed annual team CSAT surveys achieving 85% completion rate to gauge customer satisfaction.
Service Desk Analyst
CityFibre
Telford, Shropshire
05.2019 - 10.2020
- Provided high-quality assistance to customers on provisioning, billing, and service inquiries, enhancing customer satisfaction.
- Addressed customer inquiries while improving existing processes to enhance service delivery.
- Maintained service level agreement (SLA) performance while managing supplier and internal team relationships to ensure consistent service delivery.
- Executed migration process for around 1500 customers during service rollout, ensuring seamless transition.
- Collaborated with technical teams to quickly address and resolve real-time migration challenges.
- Oversaw VoIP migration project over three months, ensuring all phases were completed on schedule.
Education
NVQ Level 2 - Customer Service Apprenteship
Telford Collage of Art & Technology
Telford01-2012
GCSEs - Compulsory Education
Phoenix Secondary School
Telford01-2009
Skills
- ITIL v4
- Service delivery
- Incident management
- Service improvement
- Stakeholder management
- Service transition management
- Process governance
- Time management
- Root cause analysis
- Team leadership
- Customer engagement
Certification
- MIM Academy certified
Timeline
IT Service Manager
CityFibre
07.2026 - Current
IT Problem Manager
CityFibre
08.2024 - 06.2026
Problem and Escalation Analyst
CityFibre
01.2024 - 07.2024
Service Manager
CityFibre
01.2023 - 01.2024
Customer Success Executive
CityFibre
10.2020 - 12.2022
Service Desk Analyst
CityFibre
05.2019 - 10.2020
NVQ Level 2 - Customer Service Apprenteship
Telford Collage of Art & Technology
GCSEs - Compulsory Education
Phoenix Secondary School