Inverness, Scotland, United Kingdom
Specialties: IT Transitions, Service Delivery, Service Centres, Call Centres, Project Management, Team Leadership,
Managing around 100 delivery resources based across the UK, providing a combination of service management and service integration delivery services for the UK Infrastructure business in a variety of ITIL disciplines. In addition to being accountable for the delivery of these teams I also lead on internal service management capability growth in the Highlands, developing up-skilling programmes and managing multiple transitions into this growing & dynamic part of the organisation.
Working on a blue chip mobile phone supplier contract with 8 direct reports and 100 indirect reports. All deliverables centered on service delivery, ensuring productivity & quality targets were met. Involved in maintaining and developing a close working relationship with key stakeholders. Managed and delivered numerous products to further add value to the existing contract. This role represented a change in career path, moving into more of an operational position rather than the support focused jobs of the past.
Responsible for the resource management of 200 FTE on a large public sector contract. Primary duties involved interacting with senior operational management to identify business drivers that would affect call volumes and providing effective staffing solutions to meet demand. Also managed the workload and development of 4 analysts. A combination of self-motivation, diplomacy, business knowledge and determination was required for this demanding role.