13 years in ICT Industry
An avid Airsoft player and barbecue connoisseur
Enjoys swimming and has recently taken up running, including taking part in half marathon events
Service Delivery Manager
As Service Delivery Manager I support and oversee the delivery of remote, telephone and on site client support as head of our Service Desk department.
It’s my responsibility to monitor and orchestrate a growing team of 1st, 2nd and 3rd line Support Technicians, Team Leaders and Field Engineers in order to resolve client issues within set Service Level Agreements (SLAs) by utilising staff skill and resource.
Having worked for Air-IT for over 10 years in a range of technical roles, I have a firm understanding of both the business and our clients needs. This allows me to ensure the department is working to the best of its ability.
I’m always looking for ways to improve and develop internal processes and procedures to continually evolve service delivery in order to support our position as a world leading Managed Service Provider (MSP).