5+ years in Service Delivery
A keen cook and baker
Likes dog walking and spending time with family and friends
Regularly takes part in Bikram ‘Hot’ yoga
Partial to an occasional glass of red wine
Service Delivery Manager
As Service Delivery Manager I oversee and support the Service Desk Manager 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.
With over 5 years’ experience in the service desk industry I have a wealth of experience in service desk operations. Using this insight, I am able to develop internal processes and procedures to ensure our Service Delivery department is always achieving the best possible results and delivering excellent customer service.
It is my responsibility to implement Continual Service Improvement by introducing best practises followed by ITIL and SDI. Along with our continual improvement register my role ensures that as a business we are documenting, tracking and analysing our improvements.
I am always striving to continually evolve service delivery in order to support our position as a world leading Manager Service Provider (MSP).