Greater Leeds Area
As a Senior Service Delivery Analyst at Form3, I leverage my ITIL certification and extensive experience in Service Management to ensure the smooth operation of IT services. I have a strong background in reporting, being responsible for reporting in Form3 using several tools (Power BI, Tableau, AWS Quicksight) and having worked as an Incident and Problem Reporting Analyst at 10x Banking and a Service Management Analyst at NHS Digital. I am passionate about delivering high-quality service and resolving complex issues efficiently. I also have a unique skill set that includes a long experience in the gaming industry, team management and video games testing and localization, which I believe can bring a fresh perspective to the field of service delivery.
As a Service Delivery Analyst at Form3, I provided monthly reports to the Executive Team, monitored customers queries through Freshservice, reported on problems and incidents, and managed Service Review meetings with both Stakeholders and Customers (driving and scribing minutes). • Acquired ITIL 4 Foundation certification • Utilized tools like Power BI, Tableau, and Amazon Quicksight for reporting. • Collaborated with various departments such as Engineering, Product, and Financial. • Triaged tickets, responded to customer queries and utilized Grafana, Logz, and other tools for efficient service delivery.
• Reporting on incidents and problems to customers and internal management. • Monitoring and responding to customer queries on a daily basis. • Attending and managing Service Review Meetings with stakeholders to ensure efficient communication.
ASDA Account Managing SLAs Managing external service providers and dealing with escalations on a daily basis Compilation of weekly reports detailing SLAs, issues and areas of improvement Weekly meetings with stakeholders, suppliers and internal TGCS team Ongoing service process improvement Assistance with new service implementations and systems Standby rota providing 24/7 support
- Performed reviewing and scoring for a team of 12 members - Streamlined the reviewing process - Managed the scheduling projects - Managed and reviewed team guidelines and procedures - Successfully integrated security tasks into WFM - Proactively led the team when the manager was unavailable - Coached and mentored the new trainees
- Monitored service levels across operations - Proactively made live decisions on the allocation of staff resources - Monitored staff adherence - Consistently scheduled meetings, training, tasks - Reported analysis of performance to management - Consistently reported on forecast volumes, utilization and shrinkage
- Managed a team of 20-40 members - Monitored chat performance and managed KPIs - Interviewed and hired candidates - Trained and mentored new team members - Managed team procedures - Team error rate to a historical minimum level