Kevin Potter
Service Delivery Manager
East Sussex
Summary
As an accomplished IT Service Desk and Service Delivery manager with a proven track record, I am dedicated to delivering high standard ITIL aligned processes. My professional journey has been marked by a commitment to fostering strong working relationships with peers, staff, and customers. I thrive on collaboration and recognising the importance of cohesive teamwork in achieving organisational goals.
Overview
30
30
years of professional experience
Work history
Service Delivery Manager
Airbiquity Ltd
London
08.2010 - Current
- Direct report to VP of global operations
- Managed a team of support agents across US, Japan, China and UK providing 24x7 support, to plan and deliver activities that constantly met and exceeded customer SLAs.
- Telematics support, pre-sales through to installation and SME support for Shell Fuelsave partners across Europe.
- Oversaw workforce recruitment and development processes to guarantee service excellence.
- Managed 3rd party support provider in China
- Implemented ITIL standards in Problem and Incident management procedures
- Managed relationships with several high profile customers, providing operational presentations/reporting, mentoring and service improvement
- 1st point of contact for high profile customers (Shell, Nissan, Toyota, Livewire, FCA, Ford, OnStar, SiriusXM )
- Manage customer onboarding procedures, support documentation and knowledgebase.
- Contribute towards Agile project management techniques to deliver projects within budget.
- Responsibility for co-ordination of release and deployment management
- Project managed implemented of Zendesk ticketing tool JIRA Servicedesk ITSM
- Provide technical support of cloud based company products (AWS, Data analysis, technical problem solving)
- Vendor KPI and SLA management (Telenor, Basin Wireless, Facebook, Google)
- Supply chain management
- (Continental Engineering Services, Mobile Valley, Telenor)
- Manage customer relationships, SLA management, Operational reporting and onboarding
- SLA reporting and presentations to Airbiquity executive management team
- Successfully led and executed multiple IT projects, including the UK startup
- Consistently maintained >95% customer satisfaction and met operational KPI's.
- Drove opportunities for new and additional work with existing customers.
- Sought customer feedback regularly, identifying areas of improvement and sharing with team.
ServiceDesk Manager
Affinion International
Slough, Berkshire
01.2005 - 03.2010
- Responsibility for the Pan European ServiceDesk and Desktop support function with 9 direct reports and a team of 18
- Successfully implemented new ServiceDesk for the central office based in the UK and a travel call centre
- Successfully implemented Remedy and Supportworks ticket logging systems
- Implement ITIL standards and procedures, (Change, Incident and Problem mgmt)
- Review and implement new procedures and standards to ensure consistency across sites and for ongoing accreditations (SOX, PCI and ISO9001)
- Carry out annual customer surveys and provide regular improvement based on feedback
- Service Delivery reviews with 3rd party service providers
- Ensure staffing resources and skill sets are adequate to support the business, addressing team development through training requirements
- Assess, recommend and manage the annual Capital expense budget for Staff hardware and software including desktops laptops and business application
- Provide and manage out of hours support, problem/ major incident management, ensure resource and availability 24/7/365
- SLM, review, manage and implement OLA's and SLA's, review ticket stats and team performance
- Produce service level reports and dashboards to senior management
- Project manage software rollouts, upgrades and business acquisitions
- Perform asset management both hardware and software, created and maintained database
- Disaster recovery planning, implementation and management.
Senior Desktop Support Analyst
Galileo
Langley, Berkshire
08.2003 - 01.2005
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Acquired, set up and configured hardware and software to meet specific customer requirements.
- Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
Desktop Support Analyst
CIMS
Wexham, Berkshire
08.2001 - 08.2003
- Responded to after-hours requests and resolved various issues within short turnaround timeframes.
- Helped end users with variety of hardware and software issues, delivering prompt technical support.
- Administered and secured third-party applications, maintaining appropriate controls over access and use in line with security policies.
- Monitored activities to identify trends and proactively implement corrective plans.
Workshop Engineer
Allied Worldwide
High Wycombe, Buckinghamshire
04.1998 - 08.2001
Workshop Supervisor
Woodville Ltd
Watford, Hertfordshire
10.1993 - 04.1998
Education
GCSEs -
Rickmansworth School
RickmansworthCertificate of Higher Education -
City and Guilds Electronic Servicing
Fast Approved Software Auditor
ITIL V2 Foundation
ITIL V2 ServiceDesk and Incident Management Pra
6 Sigma White Belt
Stepping up to leadership program
Win 2K Networking and OS essentials
ITIL V4 foundation
Skills
- ITIL processes
- IT Metrics
- Incident Management
- Problem Management
- Release and Deployment Management
- SLA Management and Reporting
- Client Relationship Management
- Asset Management
- Service Delivery
- Availability Management
- Supplier Management
- Project Management
- Service Improvement Strategies
- Staff Recruitment and Retention
- Service Continuity Management
- Supply Chain
- Budgeting
- IT Infrastructure
- Telematics Support
- Data Analysis
Timeline
Service Delivery Manager
Airbiquity Ltd
08.2010 - Current
ServiceDesk Manager
Affinion International
01.2005 - 03.2010
Senior Desktop Support Analyst
Galileo
08.2003 - 01.2005
Desktop Support Analyst
CIMS
08.2001 - 08.2003
Workshop Engineer
Allied Worldwide
04.1998 - 08.2001
Workshop Supervisor
Woodville Ltd
10.1993 - 04.1998
GCSEs -
Rickmansworth School
Certificate of Higher Education -
City and Guilds Electronic Servicing
Fast Approved Software Auditor
ITIL V2 Foundation
ITIL V2 ServiceDesk and Incident Management Pra
6 Sigma White Belt
Stepping up to leadership program
Win 2K Networking and OS essentials
ITIL V4 foundation
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