cloudThingHead Of Service Management
Jun. 2021 - May. 2022United KingdomProviding a Senior escalation point for internal and external stakeholders, removing project blocks whilst maintaining customer relationships, safeguarding SLAs/KPIs and promoting a continuous improvement mindset while leading direct reports and matrix managed teams. Delving into all areas of the business, from bid management to process improvements. Digging deep into the weeds and in the next breath discussing account rectification plans – no task is too small or too big. Examples:
• Process creation and improvement on customer release process, Service Termination process, case management flow, Security and Incident management process, software project handover, service reports template, enhance Release form with various quality gates and a majority of the ISO27001 processes that cloudThing will need to be compliant
• Building UK Dev team and creating a safe environment which provides support, guidance, enthusiasm and enables development
• Critical thinking – listening, gathering data, identifying true route cause, proposing solutions, implementing and monitoring accordingly
• Leading several teams of technical employees across multiple customer bases and managing multiple P&Ls accordingly
• Providing a hands on role, across multiple Departments and getting involved in delivery issues and risk management in the morning, creating contractual service agreements at lunchtime and resource allocation adjustments in the afternoon
• Setting up enhanced Service Reporting to delight customers, demonstrate the effectiveness of services provided and adherence to SLAs
• Managing the implementation of a new Case Management system, liaising on 24x7 support discussions, breakdown the requirements for 1st line support across multiple divisions and instrumental in the creation of the Customer experience initiative. Responses to bids , SOW and negotiating T&M, fixed price and support contracts.