Erin Cole
Bolton
Summary
A seasoned professional with expertise in Agile Delivery & Coaching and Service Management (ITIL v3), demonstrating a strong ability to engage stakeholders and manage risks effectively. Proficient in Reporting & Performance Metrics, Incident & Escalation Management, and Supplier & SLA Management, ensuring seamless operations and client satisfaction. Known for commercial awareness and exceptional client communication & relationship management skills, aiming to drive organisational success through strategic initiatives.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Technology Delivery Lead
cinch
Hybrid/Manchester
06.2023 - 09.2025
- Oversee the comprehensive delivery of high-priority product and technical initiatives throughout the organization. Work within established frameworks and provide transparent reporting to Stakeholders.
- Risk & Issue Management, mitigation planning, and acting as escalation for the teams.
- Collaborate across the organization with other engineering and business operation teams as well as the wider business stakeholders to help drive and deliver quality products
- Develop delivery strategies to ensure initiatives remain on schedule and to pinpoint any obstacles, dependencies, or risks. Organize and facilitate workshops, working groups, and steering committees associated with designated initiatives/projects.
Service Delivery Manager
cinch
Hybrid/Manchester
06.2022 - 05.2023
- Design, implement and continuously improve new and existing service management frameworks.
- Support the onboarding of new services and major releases, considering supportability and service levels.
- Support supplier management with the onboarding of new 3rd parties, ensuring alignment to existing services and SLA's as well as ongoing performance management and service reviews.
- Take ownership and drive improvement of key processes such an incident/request management, out of hours support and major incident management (including post incident reviews).
- Working across teams, support the creation of a service availability framework, considering service level objectives and service level indicators.
- Act as a subject matter expert on service management to guide and embed service management capabilities across the wider cinch community.
- Leading on the design and implementation of service management reporting, on KPI's and metrics such as availability, uptime, SLO's, SLA's etc.
Head of Service Delivery
Smoothwall
Remote
01.2022 - 06.2022
- Lead the operational delivery for large-scale clients.
- Accountable for defining and ensuring that service levels stipulated in the contract are achieved, both from a technical and business perspective.
- Responsible for the Incident, Request, Change, and Escalation processes.
- Ensure the support team maintains high performance levels, provides accurate reporting, and initiates service improvement activities as necessary.
- As the owner of the escalation process, take charge of major incidents to guarantee coordination among resolving parties, effective communication with stakeholders, and conduct post-incident reviews.
- Propose recommendations for Service Improvement Plans, collaborate with relevant teams, and engage with customers to facilitate a seamless implementation.
- Conduct monthly Service Reviews with all large-scale clients.
Service Delivery Manager – Agile Cloud platform
FourNet
Manchester
01.2020 - 12.2021
- Day to day operational responsibility for the Agile Cloud Platform. Working with the technical team on live issue as well as Identify and mitigate risks to service
- Produce and deliver customer service reports remotely or face to face
- Attend weekly Change Approval Board to review customer and internal platform changes
- Service Transition for all new and existing Agile Cloud customers
- Managing small projects & BAU changes with customers including resourcing of engineers
- Responsible for the day-to-day management of the customer support function. Including:
- Overseeing severity support task resolution, ensuring all requests are resolved quickly and effectively within SLA where possible.
- Day to day monitoring of customer activity via Salesforce
- Develop existing and introduce new support processes and standards that are in line with industry best practices (ITIL v3)
- Ensure documentation is maintained to agreed standards
- Continual Service Improvement
- Developing and improving all support processes to ensure they deliver exceptional customer experience.
Service Delivery Manager
IP Integration Limited
Manchester
01.2017 - 12.2019
- Hold comprehensive accountability for the development, operation, and ongoing enhancement of services
- Act as the representative for the service during evaluations and monthly service reviews
- Ensure that the required support approval procedures are adhered to
- Recognize and address risks associated with the service
- Overseeing minor projects and business-as-usual modifications with clients, which includes the allocation of engineers.
Customer Account Manager
IP Integration Limited
Manchester
02.2012 - 12.2016
- Supported Corporate Accounts Director in customer retention and growth.
- Managed BAU projects and assisted in larger project delivery.
- Delivered revenue and margin targets through excellent service and account management.
Education
High School - English, Mathematics
Tytherington County High School
B-Tech National Diploma - Performing Arts
Melton Mowbray College / South Cheshire College
Skills
- Agile Delivery & Coaching
- Service Management (ITIL v3)
- Stakeholder Engagement
- Risk & Issue Management
- Reporting & Performance Metrics
- Incident & Escalation Management
- Supplier & SLA Management
- Commercial Awareness
- Client Communication & Relationship Management
Certification
- ITIL V3 Foundation Certificate in IT Service Management
- Introduction to SEO
- Avaya APSS – SME Communications
- Institute of Sales Promotion Certificate
Affiliations
- Karate
- Gym
- Walking my dogs
- Chaperone for my children's Theatre School
References
References available upon request.
Timeline
Technology Delivery Lead
cinch
06.2023 - 09.2025
Service Delivery Manager
cinch
06.2022 - 05.2023
Head of Service Delivery
Smoothwall
01.2022 - 06.2022
Service Delivery Manager – Agile Cloud platform
FourNet
01.2020 - 12.2021
Service Delivery Manager
IP Integration Limited
01.2017 - 12.2019
Customer Account Manager
IP Integration Limited
02.2012 - 12.2016
High School - English, Mathematics
Tytherington County High School
B-Tech National Diploma - Performing Arts
Melton Mowbray College / South Cheshire College