About Me
I’m an experienced and skilled service delivery manager with a customer first approach. I’ve been working in the IT services industry for almost 30 years, with roles in service delivery management, service management and client engagement over the past 24 years. Key responsibilities here have been to manage both service contracts and the commercial agreement for contracts, new service onboarding, measuring and reporting KPI’s and SLA’s, identifying and managing risk and using my problem-solving skills to deal with and resolve issues.
I’m skilled at developing both internal and external stakeholder relationships, which I’ve found is key to success in this type of role. This includes the performance and improvement management of both internal and 3rd party service providers. This has allowed me to effectively understand the required business outcomes and in collaboration with the client evolve services and KPI’s to better achieve these business outcomes.
I have a good eye for spotting trends in data and I have a passion for continual service improvement and driving improvement opportunities with the relevant delivery teams and/or external service partners.
I’m also a team player who is always willing to help and lead. Having worked in the IT industry all of my career, I have a good technical knowledge of IT systems and infrastructure and have used a wide range of ITSM tools. I’m able to understand some of the most complex challenges and be able to explain those in a meaningful way to non-technical stakeholders and find solutions. I do what I say I’m going to do and take ownership in resolving these challenges.
Additionally, I’m a self-starter and I’m quick to learn new processes, systems and ways of working.