London Area, United Kingdom
Results-driven Director of Service Management with extensive experience across aviation, telecommunications and technology, leading high-performing global service teams. Proven track record in designing and scaling service architectures and post-sales support models, driving customer satisfaction, retention and revenue growth. Highly experienced in complex, cross-border environments, aligning diverse stakeholders to deliver consistent service excellence. Experienced in ITIL-aligned service management, implementation leadership and continuous improvement, with a strong ability to anticipate client needs, shape solutions and partner across the customer lifecycle. Recognised for strong leadership and people development, building engaged, high-performing teams through coaching, mentoring and clear direction. Commercially focused, with a strong emphasis on customer experience, service performance & long-term customer success.
Develop & position tiering model to senior leadership to increase team efficiency and capacity. Foster and encourage corporate and cultural change to promote team loyalty and removal of silos. Build, lead coach, and retain talented team to maximise value realisation. Facilitate continued standardisation and maturity to align with business and client base growth. Manage end-to-end service journey for seamless delivery and exceptional customer satisfaction. Attend and contribute to senior leadership meetings, reviews, and strategy sessions to drive organisational growth and strategic alignment. Cultivate relationships with client-side leadership up to C-suite level.
Evolved Service Management to more effectively support and manage a growing client base while promoting innovation of the team across verticals, such as enterprise/carrier, aviation and maritime. Directed resource modelling and proposed recruitment strategies, optimising team composition and capabilities. Built specialised reporting analyst team, utilising Power BI and automation to support data analysis and client network performance reporting. Created bespoke Service Management model for specialist partners in military/government sector.
Developed post-sales support models for new client onboarding using ITIL methodology. Collaborated with sales teams to drive new business, revenue growth, retention, churn reduction, and OpEx reduction. Gained exposure to bid/RFP processes. Influenced senior leadership, building strong relationships with business units, colleagues, and clients. Senior escalation point for Network Client Services team. Demonstrated commercial and financial acumen with a focus on P&L, bottom line, and ROI. Professional Services SME for Service Management and lead SME for Bid/RFP and renewal activities in EMEA.
Management & responsibility for a team of experienced Service Managers within the Client Service Organisation, specialising in Professional Services. Focus placed upon the relationship, retention & growth of multiple high revenue strategic & key clients globally.
Management of a team of Service Managers specialising in Professional Services within the Enterprise Sector. Overall responsibility for the relationship & direct support of multiple high revenue & complex global accounts.
Managing a team of Service Managers & aligned high revenue global accounts specifically with the Wholesale & Carrier Vertical.
Key Responsibilities : Overseeing complex IPVPN network solutions for both Managed and Unmanaged customer WAN's globally. Working as part of a virtual team & directly assisting my aligned Account Directors in growing revenue, preventing erosion, identifying new business / upsell opportunities & contract renewal / retention. Onboarding of new clients into a ‘Live Service’ operational environment, both regionally & globally. Specialisation within Professional Services & ensuring complete contractual alignment in respect of post-sales support & an overall service wrap for all supported accounts. To ensure contractual compliance & alignment of the business with client expectation. Ensuring a clear & concise governance / cadence structure / touch-point is established, extending to monthly Service Reviews, QBR's, Executive Level reviews & strategic account meetings. Consistent & ongoing provision of monthly network performance & SLA reports, documenting and actioning proactive & reactive account activity, ownership & maintenance of Service Improvement Plans when / where necessary. Escalation point for all customer issues - Leader of customer specific Virtual Team assigned to each account & responsibility for coordination of any internal teams required in the assistance & / or resolution of specific issues. Working with the relevant internal areas of the business to ensure Continuous Improvements are reviewed, identified and implemented & ultimately deployed across the business where necessary. Actively being proactive in terms of enhancing the “Customer Experience”. Working within an ITIL framework whilst incorporating customer service values across the board.
* Specific alignment within a Global Markets sector & in direct support of three high spend / Tier 1 Investment Banking & Finance clients globally. * Primary responsibility for the post-sales relationship with each customer globally, but also working as part of a wider virtual team in support of each account. * Close alignment with Sales, with direct contribution to the overall Sales cycle in anticipation of revenue growth & retention. * Development & maintenance of customer relationships based on confidence & trust through an intrinsic understanding of their business. * Understanding customer revenue / contribution & the factors impacting service profitability. * Appling ITIL Service Management principles / best practice at all times (Where appropriate) * Contributing to overall account strategy through being a key member of the Global virtual team, working closely with Account Directors, Project Managers, Solution Consultants & Implementation Engineers