Focused Service Delivery Manager with impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Adept at Incident, Problem and Change Management. Dedicated to improving services to meet business objectives.
Overview
15
15
years of professional experience
Work history
Service Desk Manager
WiggleCRC
01.2018 - Current
Provide day to day supervision for the Service Desk Team which provides a first point of contact to all IT end users
Embed a customer focused culture, with emphasis on ownership of incidents and requests within the Service Desk team
Act as the lead Major Incident Manager and is authorised to use whatever resources are necessary to resolve said incidents
KPIs: Achieve 90% of incidents resolved within defined resolution SLA Achieve 90% of requests resolved within defined resolution SLA Wiggle Website @ 99.95% availability & CRC Website @ 99.95% availability Order Management System @ 99.95% availability First Time Fix Rate in the team at 45% Context: Managing: Key Job Accountabilities: To manage the ITIL based processes within the IT environment
This includes Incident management, Major incident management, Problem Management, Service Request Management, IT Procurement, Software Asset Management, Reporting of KPIs Responsible for dealing with users who have raised particularly complex issues which cannot be dealt with by the Service Desk Analysts, and to support the Service Desk team in the escalation of any unresolved queries Manage the workflow and resources of the team to meet Service Desk targets in line with guidance from the Head of IT Operations ensuring that quality and SLA targets are achieved
Responsible for ensuring incidents, problems, requests and changes are resolved within the agreed timescales set out by the service level agreements
To ensure all users are communicated to regularly with up-to-date, relevant feedback on the status of reported incidents and to action escalations as required
To act as the Major Incident Manager co-ordinating activities from a virtual team as necessary
Pro-actively identify problems and trends and propose solutions and recommendations to optimise systems performance and stability
Ensure that all new projects and applications are transitioned successfully into IT support To ensure the maintenance of processes and documentation to support the Service Desk and Incident Management Process
Access Management Control Owner for Sox (Sarbanes Oxley) compliance To promote quality on all support activities, acting as a role model for other less experienced team members
To effectively use Service Desk technology to ensure efficiency of operation and customer satisfaction
Responsible for the day-to-day coaching, supervision, support and mentoring of Service Desk Analysts both individually and as a group including performance management
Recommend service improvement activities and assist in their deployment
Support, provide cover for or deputise for other team members
To act as a part of the IT Vendor Management process working with suppliers to ensure high performance levels and excellent value for money for Wiggle
Raise Purchase orders for multiple line items on the IT Opex budget Manage the effective licencing of desktop products both legally and commercially Experienced administrator of IT or Enterprise Service Management Toolset ITIL qualified or other relevant industry standard or framework Builds rewarding and valuable relationships.
Service Desk Team Leader
Babcock International Group plc
01.2016 - 01.2018
Ensure the team achieves targets for quality, call handling and first-time fix
Daily, weekly and monthly reporting on service and team performance Assist the analysts when call volumes peak or when additional expertise is required
Ensure staff have received sufficient training, enabling them to demonstrate exceptional levels of customer service and a high degree of technical knowledge
To perform as part of the team within the Technical Service Desk, this will include but is not limited to; carrying out work requests, logging all incidents and requests received via phone, email or other means to agreed standards, when required
To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, when agreed
To complete regular one-to-one performance reviews and annual appraisal reviews
Identify and address any initial issues in connection with Absence Management, Capability, disciplinary, employee welfare, in conjunction with the HR department and the Service Desk Manager Identify and address any skills gaps with effective team mentoring, cross skilling, internal training, and /or flagging any areas that require additional or external support to the Service Desk Manager Identify and deliver service improvement activities to enhance customer service and develop the service To report any issues, either people or process related, to the Service Desk Manager for review To assist in the recruitment process for new service desk staff Ensure staffing levels are maintained during operational hours by adjusting shift patterns to allow for holidays, sickness etc Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents To provide Incident and Major Incident Management as part of Service Delivery, ensuring communication back to the customer and the Service Desk analysts Act as Service Desk Manager, during absence.
Customer Support Lead
Babcock International Group plc
01.2012 - 01.2016
Problem Management – Focus on trend analysis to identify and resolve existing problems
Working hand in hand with the Major Incident (MI) Manager driving investigation into root cause of MIs to prevent repeat issues, to reduce downtime to the business
Demonstrate added value of problem management by dissemination of trend reporting to Senior Management Team, and Business Relationship Managers across the estate Leading the Problem Management team members, via monthly 1-2-1, team meetings, annual appraisals using quality control and agreed KPIs, to ensure team and individual targets are achieved
Plus, focus on day to day problem management process and techniques
Agreeing, reviewing, and maintaining OLAs between Problem Management and Resolving Teams
Reviewing to ensure these agreements still meet the objectives of the Business at large
Change Management Approver
Reviewing how technical changes impact on customer services and productivity at weekly Change Advisory Board meeting
First point of contact for all escalations and complaints regarding Service Delivery and work closely with Relationship, Incident, Change Management to ensure focus and ownership whilst communicating updates back to the end customer
Establish, review and maintain a robust Escalation and Complaint Management Process alongside the Continual Improvement Manager and Service Delivery Manager
Gather, and analyse escalations data to produce monthly management info reports highlighting escalation “hotspots” Manage the end to end complaints investigation, ensuring communication to the customer in the appropriate timescale
Feeding back service improvements to CSI Manager Perform customer facing role focused on delivering first class customer service in relation to escalations and complaints
This is delivered via organised “Open Days”, Service Reviews, and nurturing and maintaining relationships with the Business Relationship Managers across the estate, to understand day to day operational needs and strategic mission
Provide Service Management and Operation Team leads with statistical reports at regular intervals and on an ad hoc basis in relations to escalations and complaints and Problem Management to drive down repeat calls and review service offering
These statistics feed into KPIs set for teams
Collation of Customer Satisfaction Survey results collected each week.
ICT Service Delivery Manager
Portsmouth Hospitals NHS Trust
01.2009 - 01.2010
Ensure consistent IT services are delivered to customers by acting as an interface between ICT and the clinical divisions and directorate identify customer needs and priorities and ensure these are reflected in service/operational level agreements Attend Change Advisory Board and the Problem Management Board
Act as an escalation point for specific customers managing issues through to resolution Manage new services to transition from the project stage into the operational environment, ensure resources, procedures, and handover documentation are formally delivered Chair regular performance reviews with customers at all levels and produce reports against service level agreements
Education
BRMI Business Relationship Management professional -
Service Desk Institute - Service Desk Manager Qualified - undefined
ITIL Intermediate Certificate, Continual Service Improvement - undefined
ITIL V3 Foundation Level - undefined
APM Introductory Certificate in Project Management - undefined