Emma Wilkins
New Arley,UK
Summary
Accomplished professional with extensive expertise in service delivery and operations, customer and stakeholder engagement, and project management. Proven track record in vendor and partner management, resource and capacity planning, and team leadership and coaching. Adept at escalation and incident management, network operations and troubleshooting, process improvement, quality assurance, and agile methodology. Demonstrates financial budgeting competence with a focus on driving efficiency and excellence in all initiatives.
Overview
36
36
years of professional experience
2026
2026
years of post-secondary education
1
1
Certification
Work history
Engagement Manager, Professional Services
NSC Global Ltd
London, England
04.2016 - 01.2026
- Lead a team of 50+ technical and delivery professionals across multiple enterprise accounts, ensuring high quality service performance and customer satisfaction. Revenue across 10 accounts of GBP 3.5 million with a 20% margin
- Highlights:
- Manage Network Engineers, Architects, Programme/Project Managers and Coordinators.
- Drive SLA performance, service improvements, and customer satisfaction.
- Oversee work package delivery, particularly for the VM02 account.
- Partner with Account Directors on new business and BAU services.
- Provide structured management including escalations, QA, and resource development.
- Conduct annual performance reviews and ongoing coaching.
- Lead customer service review meetings and strengthen client relationships.
- Manage vendor relationships, resource allocation, and budget considerations
Service Desk Analyst
AT&T
Redditch, Worcestershire
08.2012 - 03.2016
- Supported global network infrastructure issues across EMEA, US, Latin America, and APAC.
- Key Contributions:
- Troubleshot and resolved network and circuit issues.
- Coordinated with access vendors and internal AT&T teams.
- Represented AT&T on technical conference calls.
- Supported Field Engineers with hardware troubleshooting.
- Acted as escalation interface for complex issues.
- Worked proactively on critical incidents, minimising potential negative impacts on business operations.
Assurance & Escalations Coordinator
AT&T
Redditch, Worcestershire
04.2007 - 08.2012
- Key Contributions:
- Led escalations with internal and external suppliers up to Director level.
- Coordinated resources during critical incidents.
- Produced service level reports and contributed to improvement plans.
- Participated in operational review meetings for high severity issues.
- Identified process/tooling issues impacting performance.
Service Incident Manager
Cable & Wireless
Birmingham, Birmingham
10.2004 - 04.2007
- Key Contributions:
- Delivered 1st line support within the NOC for OLOs.
- Diagnosed and logged network faults accurately.
- Maintained strong communication with engineering teams.
- Provided clear updates to customers including emergency services.
- Acted as single point of contact for escalations.
- Escalated high-impact incidents swiftly for rapid problem solving.
Tour Consultant
NST Travel Group Ltd
01.2004 - 09.2004
Internet Delivery Engineer
Worldcom
01.2000 - 01.2003
Corporate Installations Engineer
PsiNet UK Ltd
01.1999 - 01.2000
Interface Controller / Team Leader
Ionica
01.1997 - 01.1998
Communications & Database Coordinator
Jobstream Group PLC
01.1996 - 01.1996
Various Roles
Mercury Communications
01.1990 - 01.1995
Education
Google Project Management Certificate -
ITIL Foundation V3 Awareness - undefined
PC & MS Office Skills - undefined
Skills
- Service Delivery & Operations
- Customer & Stakeholder Engagement
- Project Management
- Vendor & Partner Management
- Resource & Capacity Planning
- Team Leadership & Coaching
- Escalation & Incident Management
- Network Operations & Troubleshooting
- Process Improvement & Quality Assurance
- Agile methodology understanding
- Financial budgeting competence
Certification
- Google Project Management Certificate | In Progress (2026)
- Cisco CCNA (expired)
- TCP/IP, BGP
- ITIL Foundation V3 Awareness
- Proactive Sales Training
- Customer Care Training
- PC & MS Office Skills
REFERENCES
Available on request.
References
References available upon request.
Timeline
Engagement Manager, Professional Services
NSC Global Ltd
04.2016 - 01.2026
Service Desk Analyst
AT&T
08.2012 - 03.2016
Assurance & Escalations Coordinator
AT&T
04.2007 - 08.2012
Service Incident Manager
Cable & Wireless
10.2004 - 04.2007
Tour Consultant
NST Travel Group Ltd
01.2004 - 09.2004
Internet Delivery Engineer
Worldcom
01.2000 - 01.2003
Corporate Installations Engineer
PsiNet UK Ltd
01.1999 - 01.2000
Interface Controller / Team Leader
Ionica
01.1997 - 01.1998
Communications & Database Coordinator
Jobstream Group PLC
01.1996 - 01.1996
Various Roles
Mercury Communications
01.1990 - 01.1995