Summary
Overview
Work history
Education
Skills
Languages
Affiliations
References
Timeline
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Gemma Louise Williams

Gemma Louise Williams

Stoke on Trent ,Staffordshire

Summary

I'm a qualified Vendor Manager with extensive experience in service delivery, complemented by my ITIL 4 certification. My dual expertise enables me to excel in a service delivery role, where I effectively manage both internal customers and external suppliers and service providers.

With a proven track record in negotiating contracts, I ensure that all agreements align with organisational goals while delivering maximum value. My passion for providing excellent service drives me to continually seek improvements, ensuring that I and the organisation I work for remain at the forefront of the industry. I'm committed to fostering strong relationships and delivering a 360-degree service that meets and exceeds expectations.

I'm eager to leverage my skills and experience to contribute to a dynamic team focused on achieving outstanding service delivery.

Overview

9
9
years of professional experience

Work history

Service Delivery Manager

Hillside Technology Ltd (bet365)
Stoke On Trent, Stoke-on-Trent
12.2024 - Current
  • Facilitated effective communication channels, promoting transparency and collaboration at all levels.
  • Coordinated with multiple stakeholders, ensuring alignment of goals and objectives across departments.
  • Improved process efficiency with implementation of innovative solutions.
  • Established performance metrics for insightful assessment of team productivity and efficacy.
  • Elevated customer experience through proactive issue resolution and prompt response times.
  • Developed comprehensive operational strategies for improved efficiency.
  • Led cross-functional teams, improving interdepartmental coordination.
  • Managed large-scale projects, ensuring timely completion within budget constraints.
  • Forged partnerships with other service providers to boost signposting capabilities and diversify services.

Vendor Operations Manager

Hillside Technology Limited
Stoke-on-Trent, Staffordshire
10.2023 - 12.2024
  • Enhanced compliance adherence by implementing robust vendor onboarding processes and systems
  • Clarified complex contract terms to stakeholders, making decision making easier for them
  • Coordinated cross functional teams to ensure seamless execution of contracts across technology functions
  • Provided training and mentoring to junior staff to enhance their performance metrics
  • Ensured swift resolution of disputes with effective communication skills.
  • Improved business resilience with development and implementation of risk mitigation strategies.
  • Established and implemented vendor tiering framework to effectively manage supplier relationships and maximise value
  • Cultivated relationships with internal and external stakeholders, ensuring smooth handling of IT related issues.
  • Collaborated closely with service delivery team; establishing appropriate SLA's & KPI's to manage our vendors performance against
  • Scheduled and conducted service review meetings with vendors to review performance, identifying needs for strategy adjustments, align roadmaps across our organisations
  • Analysed feedback from internal and external stakeholders, made necessary improvements in service delivery.
  • Built effective networks across business areas as well as with vendors, fostering relationships based on mutual trust and encouraging collaboration.
  • Cultivated strong rapport with team members, fostering cohesive and collaborative workplace environment.
  • Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns with my direct reports

Relationship and Contract Manager

Severn Trent Water
Coventry
03.2023 - 10.2023
  • Managed diverse contract portfolios, contributing to business growth and profitability.
  • Increased operational efficiency with effective management of contractual agreements.
  • Mitigated potential legal disputes through meticulous contract review processes and effective relationship management
  • Focused on strategic planning for improved operational efficiency.
  • Organised team meetings, facilitated effective communication among members.
  • Identified potential risks, ensured proper risk management measures were in place.
  • Built lasting relationships with key stakeholders through consistent engagement activities.
  • Implemented innovative ideas for better relationship management practices.
  • Analysed customer feedback, made necessary improvements in service delivery.
  • Delivered excellent customer service and proactively sought innovative ways to enhance service quality.
  • Expanded business sustainably by identifying opportunities to grow the portfolio and enhancing client relationships within network.

Vendor Manager

Hillside Technology Ltd - bet365
Stoke on Trent, Staffordshire
03.2021 - 03.2023
  • Managing the life cycle of contracts, including identifying the needs, considering options, selecting suppliers, negotiation of contracts, benchmarking, renewing contracts and terminating where applicable.
  • Reviewing contracts and monitoring vendor performance, enforcing contractual penalties if relevant.
  • Delivering cost savings for new hardware and services as well as existing contract renewals and negotiating improved terms and conditions.
  • Utilising my commercial expertise to deliver strong commercial outcomes.
  • Working collaboratively to help establish new processes in relation to the implementation of new systems and the development of existing tools and software.
  • Building positive, productive relationships with internal and external stakeholders to seek mutually beneficial outcomes.
  • Working closely with our legal department to mitigate risk and ensure the correct expressed terms are captured during contract negotiations.

Assistant Wholesale Contract Manager

Water Plus
Stoke-on-Trent, Staffordshire
01.2019 - 03.2021
  • Manage Wholesaler relationships and performance across England and Scotland, including dispute resolution and partaking in challenging conversations to improve SLAs
  • Hosting regular service reviews and being the point of contact for all stakeholders
  • Ensure internal governance is in place to manage the Wholesaler and Market performance
  • Establish close working relationships with key stakeholders and internal teams, especially Regulations, Legal, Market Operations & Commercial to enable Water Plus to work efficiently with Wholesaler policies, contract changes and market codes
  • Provide expert advice on Wholesaler policy and procedure, market codes and practices and offer support on escalated complaints and legal cases
  • Utilising my relationships and knowledge to determine a resolution for key market issues
  • Represent Water Plus externally by attending industry forums & events and being the voice of a Retailer, influencing market changes to enable an improved customer service and encouraging all Trading Parties to follow best practice
  • I have been an enthusiastic member of industry forums, helping with the development of the Good Practice Guides which have encouraged positive changes within Wholesaler policies, ensure we are maximising the services from third parties and ensuring our business needs are met
  • Working closely with internal departments to seize sales opportunities, handle commercial prospects and enable smooth processes for a better customer journey

Sales Support Manager

Water Plus
Stoke-on-Trent, Staffordshire
10.2017 - 01.2019
  • Manage the switching and on boarding process for all new customers across SME and Corporate
  • Review work practices and processes to improve productivity, service levels and customer satisfaction while meeting objectives set by the head of sales support and SME director
  • Seeking knowledge on all SME and corporate processes to enable me to write processes, identify risks and assist my manager with aligning the two sectors to improve productivity
  • Work closely with key stakeholders across the business to establish and maintain an effortless journey for customers when switching to Water Plus from the point of sale to the first bill being produced
  • Build secure relationships with other departments in the business to resolve queries efficiently and to keep clear consistent communication throughout the business
  • Stand in for the Head of Sales Support and Partnerships when required
  • Produce ad hoc and regular reporting to key stake holders
  • Support with ongoing partnership and third-party management projects
  • Develop an in-depth understanding of Microsoft Dynamics CRM to enable me to use the system efficiently, identify areas of improvement and facilitate valuable training and upskilling for my colleagues.

Senior Key Accounts Manager

Water Plus
Stoke-on-Trent, Staffordshire
03.2016 - 10.2017
  • Crafted detailed sales reports, outlining key metrics to enhance strategic business decision-making.
  • Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
  • Owning all corporate complaints and escalations from start to resolution, developing relationships with difficult/upset customers and rebuilding their trust with Water Plus
  • Promoting advanced services to customers within my portfolio
  • invoice analysis for VIP and large corporate customers
  • Supporting on projects such as introducing enhanced billing, on boarding corporate major and multi-site customers and coordinating adhoc projects with wholesalers
  • Liaising with wholesalers to resolve customer queries and to bridge the communication from wholesalers to our customers
  • Mentoring existing members of the team with new/complicated processes
  • Training new team members to a standard where they can deliver excellent customer service and confidently demonstrate the Water Plus values

Education

ITIL 4 Foundation - Passed 100%

AXELOS Global Best Practice - PeopleCert
Stoke On Trent
08.2025

Procurement And Supply Chain Management - CIPS :Chartered Institute of Procurement & Supply

Diploma of Higher Education
03.2023

Skills

  • Ability to promptly develop and maintain strong relationships and influence others
  • Service orientated; I pride myself on always going the extra mile
  • Experience in managing large, complex budgets
  • Adept in the use of Microsoft office, especially Excel, OneNote, PowerPoint and Visio
  • Strong commercial awareness, I always seek opportunities for additional value whether this be new opportunities for cost avoidance, securing exceptional SLA's for the organisation, free/heavily discounted training or professional services
  • Profound knowledge of Root Cause Analysis and Incident Management
  • Managerial experience with a variety of skilled direct reports
  • Strong negotiation skills and relationship management
  • Credible, effective written and verbal communication skills
  • Strategic and optimistic thinker
  • Full, clean driving license with access to my own vehicle

Languages

French
Beginner

Affiliations

  • Travelling
  • Keeping active - interest in health and wellbeing
  • Volunteering and fundraising for local charities

References

References available upon request.

Timeline

Service Delivery Manager

Hillside Technology Ltd (bet365)
12.2024 - Current

Vendor Operations Manager

Hillside Technology Limited
10.2023 - 12.2024

Relationship and Contract Manager

Severn Trent Water
03.2023 - 10.2023

Vendor Manager

Hillside Technology Ltd - bet365
03.2021 - 03.2023

Assistant Wholesale Contract Manager

Water Plus
01.2019 - 03.2021

Sales Support Manager

Water Plus
10.2017 - 01.2019

Senior Key Accounts Manager

Water Plus
03.2016 - 10.2017

ITIL 4 Foundation - Passed 100%

AXELOS Global Best Practice - PeopleCert

Procurement And Supply Chain Management - CIPS :Chartered Institute of Procurement & Supply

Diploma of Higher Education

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