Helen Tyler
Service Delivery Manager
Newport Pagnell
Summary
An accomplished IT Service Delivery Manager with over 20 years of experience in the IT services sector, delivering outstanding results.
An encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Service Delivery Manager
Managed 247
07.2023 - 09.2024
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
- Managed third-party contracts to drive delivery of required services.
Business Take On Manager
Managed 247
03.2023 - 06.2023
- Accomplished multiple tasks within established timeframes.
- Working with Multiple teams and various projects onboarding.
- Regular & Bi-Weekly RAID meetings attended/chaired.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
ITIL Senior Manager
Managed 247
01.2022 - 03.2023
- Creating and producing Standard Operating Procedures working with internal and external customers.
- Providing 3 month consultation for a customer in implementing ITIL practices and processes on their service desk.
- Acting as Change Manager, Problem Manager and Major incident Manager.
- Enuring SLA's were met across the Service Desk function.
- Visio Process creations for all existing and new business.
Service Desk Team Leader
Managed 247
01.2020 - 01.2022
- Proactively identified potential risks or bottlenecks within the department's workflows; implemented measures to mitigate them.
- Regularly reviewed team member performance, providing constructive feedback and recognition where appropriate.
- Mentored junior team members, facilitating their professional growth and skill development.
- Managed daily operations of the service desk, ensuring optimal allocation of resources and adherence to established protocols.
- Enhanced team productivity through effective delegation and prioritization of tasks.
- Improved service desk efficiency by implementing streamlined processes and procedures.
- Evaluated service desk performance metrics, identifying areas for improvement and implementing necessary changes.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Education
ITIL Foundation Level 3 -
Computercenter
Milton Keynes 05.2014 - 5 2021
Maths GCSE -
Ousedale Comprehensive School
Newport Pagnell 09.2024 - 07.2011
Science GCSE -
Ousedale Comprehensive School
09.2010 - 07.2011
CIPS Level 3 and International Certificate (A-Level Equivalent) - undefined
Chartered Institute for Purchasing and Supply
NVQ’s 3 & 4 in Administration (A-Level Equivalent) -
JHP Group
Milton KeynesGCSE’s -
Ousedale Comprehensive School
Newport Pagnell 09.1991 - 06.1996
Skills
Service Level Agreement Management
Client Relationship Management
Performance Improvement
Incident Management
Customer Satisfaction
Project Implementation
ITIL Framework
Customer Engagement
Operations Support
Training and coaching
Client Relationships
End point configurations
Team Collaboration
Vendor Management
Documentation
Standards Documentation
Accomplishments
- Respected highly both as an Service Delivery Manager, Team Leader and as a colleague.
- 5 Promotions in 7 years with my current employee
- Respected by peers and managers with regular recognition provided.
- Corporate Silver award 2012 - Computercenter
- GSD Request Management Analyst of the month in 2011
- High Performer nomination 2012 & 2015
- Supervised team of 7 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Being able to provide the best customer service possible
Timeline
Maths GCSE -
Ousedale Comprehensive School
09.2024 - 07.2011
Service Delivery Manager
Managed 247
07.2023 - 09.2024
Business Take On Manager
Managed 247
03.2023 - 06.2023
ITIL Senior Manager
Managed 247
01.2022 - 03.2023
Service Desk Team Leader
Managed 247
01.2020 - 01.2022
ITIL Foundation Level 3 -
Computercenter
05.2014 - 5 2021
Science GCSE -
Ousedale Comprehensive School
09.2010 - 07.2011
GCSE’s -
Ousedale Comprehensive School
09.1991 - 06.1996
CIPS Level 3 and International Certificate (A-Level Equivalent) - undefined
Chartered Institute for Purchasing and Supply
NVQ’s 3 & 4 in Administration (A-Level Equivalent) -
JHP Group
Peopleskills
- Communicate effectively written and verbally
- Identify areas for improvement, coaching and mentoring my team members
- Recognising where team members have gone above and beyond, and praise being delivered
- Being able to treat all my team fairly and equally
- Supporting my team in both their work environment and personal life
References
- Tom.Drury@Poundland.com
- HR@managed.co.uk
- Barj.Duhra@Westcoastrail.com
- John.Burrows@managed.co.uk
- Kerry.Webb@managed.co.uk
- craig.thorpe@scania.com
Driving License
Full DVLA since 1998
Peopleskills
- Communicate effectively written and verbally
- Identify areas for improvement, coaching and mentoring my team members
- Recognising where team members have gone above and beyond, and praise being delivered
- Being able to treat all my team fairly and equally
- Supporting my team in both their work environment and personal life
References
- Tom.Drury@Poundland.com
- HR@managed.co.uk
- Barj.Duhra@Westcoastrail.com
- John.Burrows@managed.co.uk
- Kerry.Webb@managed.co.uk
- craig.thorpe@scania.com