Jodie Bettencourt
Loughborough,UK
Summary
IT Business Service Manager with extensive experience in managing IT operations and delivering high-quality services in fast-paced environments. Proven ability to enhance service delivery through effective leadership and collaboration with cross-functional teams. Committed to optimising operational efficiency and ensuring adherence to SLA standards.
Overview
20
20
years of professional experience
17
17
years of post-secondary education
Work history
IT Business Service Manager
Walgreens Boots Alliance
Nottingham, Nottinghamshire
09.2024 - Current
- Returned to previous role and led key service delivery initiatives during peak period, enhancing operational efficiency.
- Re-established strong business relationships to ensure continuity across critical departments.
- Collaborating effectively with the Software Renewal Team to oversee budgeting, contract renewals, and the initiation of new agreements for services within my platform
- Continue duties as outlined in role details below from 2018 - 2024
Account Support Manager
NCR Voyix
Nottingham, Nottinghamshire
01.2024 - 09.2024
- Served as primary contact for clients, ensuring seamless service delivery and high satisfaction.
- Managed SLA compliance, enhancing service metrics and reducing escalations.
- Collaborated with Help Desks and Service Partners to resolve customer issues promptly.
- Recognised for balancing daily operations with urgent tasks to minimise service disruptions.
- Drove proactive communication with Help Desk, boosting first-contact resolution rates.
- Led process improvements that standardised procedures, enhancing operational consistency.
- Provided client feedback to internal teams, aiding in service enhancement and SLA performance.
- Coordinated special projects to prepare teams for new service demands.
IT Business Service Manager
Walgreens Boots Alliance
Nottingham, Nottinghamshire
01.2018 - 01.2024
- Company Overview: Global Leader in Retail Pharmacy, UK
- Successfully delivered high-quality IT services to internal customers, in line with company standards and expectations
- Served as a key focal point between cross-functional IT teams and customer departments
- Ensured adherence with service level agreements for business-critical processes
- Utilised performance indicators to track service performance and to ensure customer satisfaction
- Enhanced relations with external service providers and remained a key focal point for external teams
- Facilitated the resolution of escalated customer complaints to minimise business impact
- Provided leadership and guidance to internal teams to help navigate major issues with high business impact
- Analysed and tracked key IT and business risks, developed mitigation plans and mitigated key risks and issues
- Met regularly with internal customers and third party providers to conduct service reviews
- Negotiated favourable business terms and conditions with third party providers to ensure business value
- Identified improvement areas within budgeting to drive cost efficiency across multiple departments
- Utilised key operational reports to monitor and measure IT services provided to customers
- Played a key role in delivering a single ITSM tool and processes for Global Brands BRUSA colleagues within 1 year
- Recognised as a subject matter expert for service transition processes for the first Global Finance project
- Outsourced WBA finance controls to a third party and enhanced operations across UK, ROI, USA markets
Service Analyst
Boots
Nottingham, Nottinghamshire
01.2015 - 01.2018
- Company Overview: British Health and Beauty Retailer, UK
- Worked directly with the Service Manager to ensure IT services were delivered to high standards
- Effectively managed high-impact risks linked to IT services in partnership with cross-functional teams
- Maintained commercial viability within IT partnerships and agreements with external partners
- Provided prompt solutions to customer escalations and issues and ensured clarity in operational processes
- Obtained key hands on experience in resolving severe incidents with high business impact
- Ensured adherence with SLA standards and company policies
- Served as a key focal point between internal IT and business teams
- Monitored IT services and identified areas for operational improvement
- Tracked financial budgets and tailored strategies to cater for peak business seasonal periods e.g. Christmas season
- British Health and Beauty Retailer, UK
Retail Team Lead
Boots
Nottingham, Nottinghamshire
01.2013 - 01.2015
- Led a team of 10–14 service desk analysts, delivering 95% call response within 60 seconds and 80% first-time incident resolution.
- Drove performance via coaching and implemented strategic process improvements
Technical Analyst
Boots
Nottingham, Nottinghamshire
01.2011 - 01.2013
- Owned end-to-end incident management, strengthened third-party relations, executed service improvements, and supported critical issue resolution.
- Nominated for the 2012 BAPTAs “Extra Mile Award.”
Quality & Planning Coordinator and 1st Line Advisor
Boots
Nottingham, Nottinghamshire
01.2006 - 01.2011
- Increased service desk skills coverage by 80%, handled 40+ daily customer calls, tracked performance via TotalView, and consistently exceeded SLA targets.
Education
Central College Nottingham, UK
Nottingham 01.2013 - 01.2024
Various NVQ Qualifications
Intec Business College, UK 01.2003 - 01.2004
Farnborough School and Technology, UK
09.1999 - 09.2004
APMG
08.2024 - 08.2024
Skills
- Leadership and coaching
- IT service delivery
- KPI and SLA management
- Clear communication
- Situational awareness
- Service desk operations
- Incident resolution
- Complex problem solving
- Emotional intelligence
- Customer focus
- ITIL frameworks
- Effective decision making
- Diplomatic skills
- Strategic planning
- Operational excellence
Affiliations
- Personal Interests - Socialising with friends and family, travelling and exploring new cultures, cooking and watching films
- Professional Interests - Leadership , industry news and trends
References
References available upon request.
Timeline
IT Business Service Manager
Walgreens Boots Alliance
09.2024 - Current
APMG
08.2024 - 08.2024
Account Support Manager
NCR Voyix
01.2024 - 09.2024
IT Business Service Manager
Walgreens Boots Alliance
01.2018 - 01.2024
Service Analyst
Boots
01.2015 - 01.2018
Central College Nottingham, UK
01.2013 - 01.2024
Retail Team Lead
Boots
01.2013 - 01.2015
Technical Analyst
Boots
01.2011 - 01.2013
Quality & Planning Coordinator and 1st Line Advisor
Boots
01.2006 - 01.2011
Various NVQ Qualifications
01.2003 - 01.2004
Farnborough School and Technology, UK
09.1999 - 09.2004
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