An enthusiastic and committed Service Delivery Manager who excels in providing a first class customer is first attitude to service delivery. Over 8 years delivering desktop/server and network support to clients such as [snip]. I have attained a good knowledge of service delivery in rapidly changing environments. Good customer facing skills with the ability to discuss service issues with customers who could at times be confrontational.
Comments from clients such as

I have always been impressed with your ability to just get things done (snip)
I was impressed by the speed in which you settled into your role and delivered a quality service (snip)
I was impressed by the fact that you got stuck in and got things done rather than expect other to do it all for you (snip) are testament to my attitude to the customer and service.
I enjoy challenging tasks and have always had a can do attitude to my work.

Willing to take on additional tasks to enhance my knowledge I am a flexible and conscientious person.

 EXPERIENCE  

Mar 2007 – July 2008

[snip]

Service Delivery Manager

Provide BAU support to the business covering south, south-east and Scotland. This role encompasses delivery of support to the business utilising all 3^rd party suppliers to deliver the service. SGN does not have any in-house IT teams and is reliant on 3^rd parties supplying all of their support. My role encompasses every aspect of support from desktop through to server and infrastructure as well as authority to procure services and equipment. 

Dec 2005 – Feb 2007

[snip]

Service Manager in the Management Consultant Division

To provide a service management function covering all aspects of service delivery to [snip]. 

Oct 2005 – Dec 2005

[snip]: Apprentices Trainer

Employed as a contractor at short notice to train 17 civilian students in 3 areas of Key Skills Stage 2 to C&G. 

Jun 2005 – Oct 2005

Career break

Due to my position with [snip] being made redundant in June I took the opportunity to take an extended break and review my options. 

Dec 2004 – Jun 2005

[snip]: Continuous Improvement Manager

In this role I worked closely with the clients CIM to review current service and identify ways to enhance the service delivered to the client.

This role was an individual role that was additional to the service delivery team; my role was to investigate a number of service enhancements and to introduce these into the service when appropriate. My tasks involved working closely with the clients to test and implement acceptable solutions. 

Jul 2003 – Dec 2004

[snip]: Service Manager

This role was to deliver a full ICT service covering all aspects of service delivery for a client in Poole, Dorset.

In this role I managed a team of 11 staff covering Desktop, Server/Networks and helpdesk at two main sites and a number of remote sites.

With responsibility for a budget exceeding £1m per annum I delivered in excess of forecast utilising my on-site team to deliver cost effective projects whilst still meeting all SLA requirements.  

Jun 2002 – Jul 2003

[snip]: Service Manager

Managing a team comprising of help desk, desktop and  server/networks engineers supporting  Transport for London in all aspects of service delivery.  Responsibilities: As below but including on-site helpdesk staff.  

Jun 2001 – Jun 2002

[snip]: Team Manager

Team leader for desktop support. This role encompassed a number of changes to teams and team sizes as we aligned our support structure to meet the needs of London Underground who were in the process of restructuring due to PPP. This role involved day to day management of the desktop engineers both on-site and remote to ensure all aspects of service were delivered and to liaise with the client to resolve any service issues. 

Jan 2001 – Jun 2001

[snip]: Team Leader

This role was as the server team leader responsible for 8 engineers covering in the region of some 400 servers supporting London Underground. 

Responsibilities:

Client meetings to discuss service issues.

Monitoring KPI’s and SLA’s to ensure targets were met or exceeded

Team Appraisals, Training and discipline

Monitoring call stacks to ensure calls were being dealt with efficiently.

Implementing improvements to service.

Weekly/Monthly reports as required.

Ad-hoc statistical reports as required 

Jan 2000 – Dec 2001

[snip]: Technical Trainer

Training of corporate clients in the technical operation of Windows NT4, Exchange 5.5, IIS and Networks, hardware and software installation, replacement and removal. 

1997 – 2000

[snip]

Technical Instructor to naval and civilian trainees to HNC standard in Mathematics, Engineering and IT 

1994 – 1997

Service Manager for a private hospital covering all aspects of building support 

1976 – 1994

Royal Navy – Weapons Engineer responsible for maintenance of a variety of weapons systems and management of technical staff.