Advanced 365Service Delivery Manager
Oct. 2005 - Jul. 2011London, United KingdomAdvanced 365 designs, deploys, and operates IT services from the desktop to the data centre and help customers to align their IT to their core business requirements. As Service Delivery Manager, my main responsibilities were:- - Service Delivery focus on major accounts,
- On-boarding of new Managed Service Clients into the Service Delivery framework,
- Management of monthly service revenue pipeline,
- Escalation point for any service issues,
- Manage third party relationships,
- Maintain service improvement plans. Whilst managing the Service Desk, my main responsibilities were:- - Manage and lead a 24x7 Service Desk / NOC team. - Escalation point for all Customers and internal staff (including out of hours).
- Oversee timely resolution, co-ordination and communication of major incidents.
- Manage 3rd Party incidents and relationships.
- Oversee production of monthly service reporting.
- Review, maintain and improve service desk processes. - Own and maintain Incident & Change Management helpdesk system. - Provide regular monthly KPI reports for Board.
- Manage and conduct HR administration for Service Desk team (recruitment, appraisals, one-to-one’s, disciplinary).