NICOLE DAVIES

Service Delivery Manager in financial services organisation, providing global business intelligence & data analysis.

Key Achievements:

• Service Delivery Manager overseeing service desk tasks, field service teams, internal and product support tickets including queue management,
• Manage internal stakeholders in 22 countries ensuring continuous improvement, end-to-end ITSM services, projects and customer satisfaction improvements are met in line with SLAs and Customer expectations
• Final escalation for VIP users, Major Incidents, Problems and Changes.
• Lead ITIL trainer for internal Service Delivery staff, including ITSM Tool trainer,
• Montior, developement and review team performance, improving service level agreements (SLAs), Operating Level Agreements (OLAs) & KPIs,
• Working alongside Transition, Change, Knowledge, and Project Management to align department ITSM goals and develop effective and practical solutions
• Management of Service Delivery, increasing scope by 60% over 18 months, maintaining 99.4% CSAT and KPI success through achievable OLA and SLA's
• Lead the migration from ServiceNow to Freshservice, creating L&D training strategy and roadshow across 7 offices.
• Responsible for Service Management audited aspects of ISO27001 including physical equipment, ITAM, onboarding and leaver processes and documentation
• Sponsored and led projects in all end user computing, including 200 laptop roll-out, on-premise to SaaS telephony migration and migration of 90% local user data estate to Sharepoint & Onedrive
• Implemented Internal Observability in Network teams, Internal services (Azure and AWS) and improved escalation process in global offices

Leading two teams: service desk and infrastructure, and responsibility of internal estate, in globally recognised Charity.

Key achievements:

• Lead migration from Remedy to ServiceNow including leading communications, internal staff training, migration of users, setting up KB articles & governance,
• Rebuilt Service Desk team including recruitment, performance reviews, upskill and knowledge transfer resulting in Service Desk CSATs improving by 16%,
• Supported Security in ISMS (Information Security Management System) development & Cyber Essentials (NCSC),
• Lead Red Nose Day and Sport Relief IT Support Teams, alongside BBC,
• Developed internal communications platform for honest, transparent communications from IT to the Business, building a supported customer-base,
• Trainer and Service Delivery support for migration of on-premise servers and Microsoft environment to large managed service provider, continuing as Relationship Manager, including entire data estate migration to Box,

MSP, supporting 65,000 customers globally.

Key Achievements:

• On site IT Lead, accountable for leading and coordinating Service Delivery team with responsibility for client estate across multiple sites, specialising in customer relationships, vendor support, process improvement and asset management,
• Overseeing 30% uplift in KPI adherence through improved communication and adaptive CSI register using ServiceNow,
• Key achievements:
• Managing business capacity for field service engineers via ServiceNow, performance reviews, morning stand-ups, mentoring, training and service improvement plans,
• Escalation for VIPs and high priority ServiceNow tickets, MI's or Changes,
• Managing builds for MacBooks using Casper (Jamf) Design,
• Upgrade of workstations, peripherals and licenses for Saatchi & CNC with responsibility for £500K expenditure,
• Mentoring and training Service Desk Analysts with hands-on approach to ensure first time resolution and meeting operational requirements of analyst roles,

Key Achievements:

• Reviewed SLA's and renewed contract with Saatchi & Saatchi, including upgraded processes and systems,
• Provision and deployment of Operating System builds and associated policies,
• Design, delivery and project management of tiered Disaster Recovery capabilities,
• Developed great customer relationships, taking ownership of tickets and teams leading best-in-class customer service

Key Achievements:

• Service Desk support with daily exposure to Windows and Apple environment, networking & VolP, Windows XP and 7, Citrix XenApp 6.5 and installing, testing and configuring hardware and software,
• Lead support for tablet configuration project, including leading SNOW implementation and maintaining role as IT Support Engineer and working with suppliers in upgrades, license changes, procurement, contractual changes and managing assets across more than 50 offices,
• Lead training seminars and roadshow throughout Cardiff and London, training 450 staff and continuously supporting staff with ongoing training and support,