Thomas Hayward
Gamlingay,Cambridgeshire
Summary
Accomplished professional with a strong background in strategic planning, leadership, and quality assurance. Demonstrates exceptional problem-solving and communication skills, with a proven ability to remain calm under pressure. Experienced in public speaking, team building, and marketing, with a focus on upselling and enhancing customer satisfaction. Committed to driving organisational success through innovative strategies and effective team collaboration.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Senior Service Delivery Manager
HCRG
Leeds, West Yorkshire
07.2023 - 12.2024
- Ensured timely resolution of issues with proactive management approach.
- Collaborated with other department heads for strategic planning and decision-making processes.
- Led regular team meetings, promoting open dialogue and transparency within the team.
- Delegated tasks effectively, maximising resource utilisation.
- Managed team dynamics to boost productivity levels.
- Maintained up-to-date knowledge on industry trends and best practices through continuous learning.
- Developed and implemented standard operating procedures, ensuring consistency in service delivery.
- Facilitated cross-functional collaborations; achieved organisational goals efficiently.
- Fostered an environment of mutual respect, resulting in high team morale.
- Provided constructive feedback to team members, leading to continuous improvement in their performance.
- Handled conflict resolution, fostering a harmonious work environment.
- Prioritised tasks according to urgency and importance, enhancing service delivery efficiency.
- Implemented IT solutions to streamline operations.
- Created a robust communication system, improving information flow between departments.
- Conducted hiring interviews; selected suitable candidates for various roles in the service delivery team.
- Established strong relationships with key stakeholders; managed customer expectations effectively.
- Coordinated training initiatives for enhanced team performance.
- Enhanced service delivery by implementing efficient workflow processes.
- Monitored and evaluated staff performance, ensuring adherence to company standards.
- Oversaw team of 8 to plan and deliver activities that constantly met and exceeded customer SLAs.
- Managed relationships and performance of external suppliers and required resources.
- Assisted with service design and supported implementation of new services.
- Identified ways to reduce costs without sacrificing customer satisfaction.
- Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering.
- Upheld service compliance, verifying provided services were thoroughly documented, audited and regularly improved upon.
- Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
- Achieved increased customer retention rates through active listening and genuine engagement.
- Generated monthly and quarterly forecasts of team costs and project revenues.
- Sought opportunities to establish extra value for customers continuously, boosting client satisfaction levels.
- Drove opportunities for new and additional work with existing customers.
- Conducted robust and sustainable supplier performance management to guarantee ongoing best practice delivery.
Service delivery manager
Sugarman Health and Wellbeing (Merged with HCRG)
Leeds, West Yorkshire
10.2021 - 07.2023
- Oversaw change management initiatives, ensuring smooth transitions during organisational restructuring periods.
- Led cross-functional teams, improving interdepartmental coordination.
- Directed all aspects of service operations to guarantee quality control.
- Instilled a culture of continuous improvement within the team.
- Implemented risk management strategies, safeguarding organisational interests in volatile market situations.
- Managed large-scale projects, ensuring timely completion within budget constraints.
- Achieved higher client retention by prioritising excellent client service.
- Improved process efficiency with the implementation of innovative solutions.
- Fostered strong team dynamics to ensure seamless service delivery.
- Designed training programmes for staff development and skill enhancement.
- Developed comprehensive operational strategies for improved efficiency.
- Devised strategic plans for business growth and sustainability.
- Established performance metrics for insightful assessment of team productivity and efficacy.
- Streamlined service delivery processes for enhanced client satisfaction.
- Negotiated contracts with suppliers to secure favourable terms and conditions.
- Instituted robust systems for tracking progress against key performance indicators.
- Facilitated effective communication channels, promoting transparency and collaboration at all levels.
- Coordinated with multiple stakeholders, ensuring alignment of goals and objectives across departments.
- Optimised resource allocation, maximising productivity and minimising wastage.
- Oversaw team of 8 to plan and deliver activities that constantly met and exceeded customer SLAs.
- Assisted with service design and supported implementation of new services.
- Drove continuous improvement, analysing client feedback to identify trends and gaps in service offering.
- Upheld service compliance, verifying provided services were thoroughly documented, audited and regularly improved upon.
- Sought opportunities to establish extra value for customers continuously, boosting client satisfaction levels.
- Managed relationships and performance of external suppliers and required resources.
- Generated monthly and quarterly forecasts of team costs and project revenues.
- Achieved increased customer retention rates through active listening and genuine engagement.
- Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
- Sought customer feedback regularly, identifying areas of improvement and sharing with team.
- Conducted robust and sustainable supplier performance management to guarantee ongoing best practice delivery.
- Identified ways to reduce costs without sacrificing customer satisfaction.
- Drove opportunities for new and additional work with existing customers.
- Identified service gaps, developing plans to strengthen or expand offerings.
- Controlled expenses, advising on efficient use of resources to minimise unnecessary costs.
- Directed activities of staff to maximise service availability and play to teams' strengths.
- Forged partnerships with other service providers to boost signposting capabilities and diversify services.
- Championed organisational values to instil sense of loyalty and community.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff.
- Oversaw workforce recruitment and development processes to guarantee service excellence.
- Conducted market research to guide organisational strategy and decision-making.
- Allocated budgets to govern sensible decision-making with maximum Return On Investment (ROI).
- Evaluated use of resources to identify areas to cut costs and opportunities for investment.
Senior account manager
Sugarman Health and Wellbeing
Leeds, West Yorkshire
07.2020 - 10.2021
- Identified new opportunities by closely monitoring industry trends.
- Fostered a collaborative environment within the team leading to increased productivity levels.
- Maintained up-to-date knowledge of market trends with continuous research and analysis.
- Forged strong relationships with clients to increase trust and loyalty.
- Reduced turnover rates for major accounts by developing customised service solutions.
- Streamlined communication channels with internal team members, improving overall efficiency.
- Conducted regular reviews of competitor activities; maintained competitive edge in market.
- Managed account budgets meticulously to control costs and maximise profitability.
- Facilitated the development of creative proposals for potential clients; enhanced brand visibility.
- Enhanced customer satisfaction through prompt resolution of complex issues.
- Nurtured existing client relationships; boosted customer loyalty and satisfaction.
- Oversaw strategic client relationships, strengthening company reputation.
- Developed comprehensive reports on account activity, influencing strategic decisions positively.
- Handled escalated client concerns efficiently, mitigating potential damage to company-client relationship.
- Leveraged CRM tools for improved client management and follow-ups, enhancing retention rate.
- Strategically planned account activities to ensure timely delivery of services and products according to client needs,.
- Coordinated cross-functional teams for successful project execution.
- Negotiated favourable contract terms with key clients, ensuring long-term business growth.
- Delivered high-quality presentations to clients, showcasing company offerings effectively.
- Took initiatives in organising regular meetings with clients to discuss their requirements and concerns.
- Managed client portfolios, fostering long-term relationships and client satisfaction.
- Reviewed accounts regulary to assess performance and identify improvement areas.
- Investigated low-performing accounts and adapted strategy to support sales and retention.
- Established strong relationships with new clients through effective influencing, strategic prospecting and weaving exceptional customer service into sales process.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Developed account growth strategies to expand revenue opportunities.
- Assessed client needs to inform tailored solutions.
- Tracked KPIs with Salesforce reporting to enable sound planning and budget forecasting.
- Conducted extensive contract negotiations to maximise profit margins.
- Prepared and presented yearly forecasts and plans to key stakeholders.
- Mentored and motivated account executives to achieve KPIs.
- Developed business and marketing plans with long-term strategic perspective to enable sustained growth.
- Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
- Identified and qualified new sales leads, conducting market research to reach new sectors.
- Generated KPI reports to illustrate overall performance.
- Trained and mentored new account representatives to deliver outstanding service.
- Met and exceeded established quotas for client satisfaction and account growth.
- Optimised sales methods to best engage, acquire and retain customers.
- Developed pricing structures based on historical and current trends, competitor activities and supply chain data.
- Strategised cross-promotions with new and existing partners to expand sales and marketing opportunities.
Account manager
Sugarman Health and Wellbeing
Leeds, West Yorkshire
06.2019 - 07.2020
- Delivered presentations to potential clients, securing new business partnerships.
- Prepared detailed reports to provide insight into account performance.
- Monitored competitor activity, staying ahead in the market competition.
- Arranged and attended networking events, expanding professional contacts and prospects.
- Resolved client issues promptly, ensuring high levels of satisfaction.
- Conducted market research to stay abreast of industry trends.
- Analysed sales data for identifying opportunities for growth.
- Achieved client satisfaction by managing key accounts effectively.
- Developed new strategies with a focus on customer retention.
- Managed business relationships to ensure loyalty and long-term commitment.
- Assured timely delivery of products and services to meet customer expectations.
- Established strong rapport with clients through regular communication.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Analysed client feedback to highlight areas in need of improvement.
- Met and exceeded established quotas for client satisfaction and account growth.
Night auditor
Park Plaza Leeds
Leeds, West Yorkshire
11.2018 - 06.2019
- Balanced cash drawer at the end of each shift, maintaining accountability.
- Regularly communicated with maintenance staff about any issues or repairs needed in guest rooms or common areas.
- Ensured smooth operation of front desk during night hours to maintain uninterrupted services for guests.
- Updated room status on hotel management software after routine checks, keeping current records up-to-date.
- Responded promptly to guest queries, enhancing overall guest experience.
- Resolved discrepancies in accounts by careful review of financial transactions.
- Managed reservation system effectively, ensuring accuracy of bookings.
- Handled late-night emergencies calmly, providing swift resolution.
- Conducted security walks throughout hotel premises, ensuring safety protocols were met.
- Maintained confidentiality of guests' personal information, respecting privacy rights.
- Coordinated with day shift team for seamless transition of duties.
- Processed payments from guests quickly and accurately whilst maintaining friendly rapport with them.
- Compiled end-of-day reports for management's overview.
- Prepared invoices for early departures or extended stays accurately avoiding confusion later on.
- Followed up on special requests from guests such as wake-up calls or room service orders enhancing their stay experiences.
- Verified charges applied to rooms for accuracy and completeness.
- Assisted with check-ins and check-outs, streamlining hotel operations.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Supervised front desk operations to ensure that all guests received superior customer service from hotel employees.
- Followed company security and check-in policies and procedures, and reported suspicious activity to the general manager.
Education
Bachelor of Arts - Business Management
University of Hull
Kingston upon Hull 08.2016 - 06.2019
GCSEs - Maths
Wakefield College
Wakefield 09.2017 - 05.2018
GCSEs - English
Wakefield College
Wakefield 09.2017 - 05.2018
NVQ Level 2 - Plastering
Leeds College of Building
Leeds 09.2014 - 05.2016
Skills
- Calm under pressure
- Problem-solving
- Communication skills
- Public speaking
- Team building
- Strategic planning
- Leadership
- Quality Assurance
- Upselling
- Marketing
Affiliations
- Boxing
- Cooking
- Watching The Bill
Accomplishments
Work Achievements:
- Promoted 4 times in 6 years
- Finished 2nd & 3rd of whole company in award for Margin
- Multiple Recognition Awards
Uni Achievements:
- Top Male Student
- Head Student Rep
References
References available upon request.
Timeline
Senior Service Delivery Manager
HCRG
07.2023 - 12.2024
Service delivery manager
Sugarman Health and Wellbeing (Merged with HCRG)
10.2021 - 07.2023
Senior account manager
Sugarman Health and Wellbeing
07.2020 - 10.2021
Account manager
Sugarman Health and Wellbeing
06.2019 - 07.2020
Night auditor
Park Plaza Leeds
11.2018 - 06.2019
GCSEs - Maths
Wakefield College
09.2017 - 05.2018
GCSEs - English
Wakefield College
09.2017 - 05.2018
Bachelor of Arts - Business Management
University of Hull
08.2016 - 06.2019
NVQ Level 2 - Plastering
Leeds College of Building
09.2014 - 05.2016
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