Iain Singleton

• ServiceNow ITSM System Administrator, Product Owner, and Project Manager for company-wide implementation for both internal and external service desk.
• Accountable for delivery and continuous improvement of global, centralised Service Desk operating 24/7, mission-critical environment.
• Single point of escalation for major incidents, service performance issues, and customer-impacting events across Operations & Maintenance.
• Owns and governs ITIL-aligned Incident, Problem, Change and Service Transition processes, including audit readiness and reporting.
• Leads, coaches, and develops Regional Team Leaders and Service Coordinators, embedding a high-performance, customer-focused culture.
• Acts as the Service Desk subject-matter expert for senior leadership and key customers, providing insight into SLA performance, trends, risks, and service improvement activity.
• Responsible for Service Desk financial management, including budget ownership, cost control, and value-for-money decision-making.
• Produces and presents regular performance reporting against KPIs and contractual SLAs to senior stakeholders and customers.
• Owns Service Desk tooling landscape, driving effective use of ITSM platforms and evaluating new tooling to improve service quality and efficiency.
• Works closely with Customer Service Managers, Engineering, R&D, and third-party suppliers to maintain service stability and support service introduction and change.
• Drives continual service improvement through trend analysis, RCA, and proactive operational initiatives.
• Monthly reporting and presenting to Board of Directors on Service Desk performance and trends.

• Mentor and coach Service Desk Analysts to produce high-performing, quality team members.
• Incident, Change, and Problem Coordinator for the region.
• Promoted company values and vision, ensuring full team adherence and investment.
• Monitored staff performance levels, implementing necessary changes to improve productivity and meet service level targets.
• Facilitated high-quality service desk operations, applying best practice methods aligning with ITIL framework.
• Increased service desk proactive monitoring from 85% to consistently achieving above 97%.
• Reduced Service Level Agreement breaches 3.9% to 1%.
• Ticket volume increased by 27.1% in 7 months.
• Forecast future needs of the Service Desk to support planning and resources for incoming projects to the region.
• Generated Key Performance Indicator reporting to drive better performance.

Team Management

Leading a team of 6, including performance and attendance. Managing recruitment and training. Conducting daily/weekly team meetings to set priorities and goals. Monitoring targets, KPIs and inline with SLAs, coaching and supporting were appropriate. Maintaining records in HR system.

Finance

Client monthly billing, producing invoices, Reconciliation, producing payment plans and credit control.

Raising Quotes for deals.

Client invoice queries.

Cash Flow and Sales Forecasting.

Operations

Overseeing operations across 4 Global locations including Operations, Support Desk, Sales & Marketing and Finance.

Stock & Inventory Management, ordering supplies, and maintaining adequate stock levels.

Managing shipping costs, checking/authorising courier invoices, and import/export charges.

Single Escalation point for Resolving Customs clearance issues for imports and exports internationally.

Ensuring imports/exports records are maintained for HMRC.

Assigning associated costs with the correct cost centre/project.

Overall accountability for all customer orders and returns.

Dangerous Goods Shipping and document compliance.

Support desk escalations and complex investigations, working with a team of engineers to resolve technical incidents, problem management and implement changes.

Manage vendor procurement, onboarding, and relationships.

Monitor trends, customer feedback, and outages to update JIRA Management Software with issues and new feature requirements.

Reporting

Monthly Sales reporting for the Finance team

Marketing Campaign reporting

Producing bespoke customer reports

Work with the Finance team to produce EOY and end-of-FY figures

Sales & Marketing

Managing Marketing budget and campaigns.

Manage LinkedIn Advertising and Lead Generation.

Updating and Maintaining company website using word press.

Contract renewals, reviews and deal negotiations.

• People are at the heart of everything we do at British Airways and the CSM is critical in the motivation and inspiration of our colleagues
• The primary purpose of the role is to link colleague performance with customer satisfaction and business performance
• As a British Airways manager, I have total accountability for the end to end management of an aligned team of up to 12 cabin crew whilst on the ground
• I combine the best of excellent service delivery to customers with the best of forward thinking management expertise
• While also recruiting and training new and existing cabin crew
• Instilling a real passion for British Airways products and services into your team, making sure they are enthusiastic, engaged and passionate about everything from health and safety to customer service
• I lead a team of up to 22 cabin crew onboard, and inspire, motivate, coach and guide every single one of them in the air to provide exceptional experiences for our customers
• Aspiring to be the very best, with customers at the forefront of your mind, you will have plenty of opportunity to make a difference
• I demonstrate our business environment and am able to translate business information into actions that will support achievement of the Fleet's commercial objectives and wider business plan
• I am be responsible for embedding a culture that always puts the customer in the heart of all we do
• CSM's must be charismatic, influential and demonstrate BA behaviours at all times
• Ensure safety compliance at all times, adhering to BA policies in all circumstances
• Responsible for the end to end management of direct report colleagues
• (Up to 12 Cabin crew)
• Lead, inspire and motivate a team both in the air and on the ground
• Meet all operational targets and achieve business objectives, feeding back to ground management to support continuous improvement
• Understand and effectively apply BA policies and procedures
• Update and maintain the operational records of your cabin crew team using IT systems
• Coach colleagues in order to support their personal and professional development
• Deliver formal training to colleagues
• Deliver exceptional, professional customer service in a manner prescribed by the customer service team at all times
• Ensure BA initiatives are supported by your team in a style that is engaging and professional
• Deliver business information to crew in order to provide commercial awareness
• Achieve Company and Fleet targets and objectives
• Recruit future cabin crew
• Develop cross departmental relationships which support development and continuous improvement of the fleet
• Champion equal opportunities and diversity
• Ensured smooth running of the cabin, serving as a facilitator between cabin crew and cockpit.