Enfield, England, United Kingdom
I am an experienced Service Manager working in IT service management to a diverse multi-sector client base. Skilled in Operations Management, Customer Service, Resourcing, Change Management, Managed Print Services, Service Delivery and Customer Relationship Management. I am passionate about people, with an ability to lead, inspire and motivate at all levels. Comfortable working in deadline-oriented, high pressured environments, adopting a common-sense approach to all tasks and situations.
Service Delivery Manager to Local Government and financial services clients delivering Managed Print Services & software solutions across the client’s network infrastructure utilising ITIL lifecycle. Management of hardware supply with consumables and break/fix service across national estate as well as on and off-site print production facilities. Collaborate with client workgroups and internal teams for service improvement, problem management and route cause analysis. Service lead on multi-client managed print services. Client presentations, support service design, negotiation, implementation and steady state service operations for users in UK client operation. Responsibility for monthly service review, service improvement plans, query management, P&L, billing. Involved with Quarterly Business review including proposals for contract extensions and renewals.
Involved within a National Team programme to own line management responsibility of 140 fleet executives / level 1/2 service desk incident responders and site based service engineers. Includes upskill of 37 people working at client sites in the in south east. Various Xerox managed print service client locations. [ muliple sectors ] Worked through an HR supported Management Development Process.
Working in service delivery team for national managed print service serving large financial sector client in London. Line management responsibility for 2nd level incident responders working in customer sites. Presenting weekly incident management data to client key contact. Escalation point for all client questions.
Employed to work as field engineer for Xerox Customer Service Organisation. Part of an indirect employed workforce field service team. Delivering Break fix SLA to Xerox and their clients. Employed indirectly to work within Xerox Customer Service organisation, trained to respond to break fix incidents on all office and MFD products within Xerox warranty and MPS environments. Attained positions of Team Leader of Mobile and walking service engineer London teams. Level 2 tech support for escalations from field eng and customers. Working closely with Xerox Service managers to resolve all forms of Customer questions. Regularly facing clients to resolve queries.