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Service Delivery Manager seeking work internationally.

I am currently available for work
Serial No: 20649

List top 5 skills: customer services, management, project management
Qualifications and Skills:

See accompanying curriculum vitae.

Previous Employment Details:

See accompanying curriculum vitae.

Current location: 

England, United Kingdom - View on map

Preferred Sector of Employment: 

IT and Technology, General Management, other

Spoken languages: 


Locations I am interested in working:


Relevant Qualifications & Education

Accreditations in Windows Servers and Networking 2000/2003, SQL Server 2005, HTML.
1995 – 1997 Watford School of Business Watford

Higher National Certificate – Business and Marketing
1993 – 1995 West Hertfordshire College Hemel Hempstead

BTEC National Certificate – Computer Studies
1991 – 1992 West Hertfordshire College Hemel Hempstead

BTEC First Diploma – Computer Studies

Career Summary

Service Operations Team Leader, Kelway Ltd., Peterborough
Sep 2014 to Present

Kelway is an established and trusted IT services and solutions provider which has an international presence in both private and public sector IT. Currently I work as part of the first line function where my main responsibilities and duties as Service Operations Team Leader are:

 Being fully responsible for 24 staff.

 Supporting hardware break fix and Windows software applications.

 Undertake appraisals, probation reviews and disciplinaries.

 To ensure SLA targets for the first line team are met daily.

 To empower, support and encourage all team members.

 To ensure team provide a customer focused and empathic approach.

 Customer complaints and escalations.

 Representative for the first line function at weekly team meetings.

 Service desk point of contact for new business that goes live during transition phase.

 On call duties (1 week in every 5).

 Windows server 2008/2012 and windows 7/8 environment.

Support Manager, PS Financials Ltd., Peterborough
ct 2011 to Aug 2014

PS Financials is the author of award winning financial accounting software that is used worldwide. Having initially started as a System Technician, after 10 months I was promoted to Senior Systems Technician, then shortly after 2nd Line Helpdesk Manager, and then to Support Manager. My main skills and responsibilities as Support Manager were:

 Responsible for 11 staff.

 Responsible for support relating to managed services and cloud platform.

 Responsible for own department budget.

 Plan and organise daily workload to meet daily targets related to incoming call volumes.

 Ensuring calls are resolved in a time effective and efficient manner:

(Helpdesk ratio 92% avg. per week) escalations to 3rd line (8% avg. per week).

 Main point of contact for call escalations and customer complaints.

 Solely responsible for staff appraisals, probationary reviews and disciplinary meetings.

 Provision of training to System/Finance Technicians as required.

 Representative for Support at weekly operations and monthly management meetings.

 Undertaking daily 2nd and 3rd remote support to Education, Commercial and Charity sectors.

 Daily use of SQL2008/R2 & SQL2012/R2.

 Daily use of Microsoft Office products.

 Crystal reports and Microsoft Reporting Services.

 A good working knowledge of accountancy software.

 Microsoft Windows 7/8 and Sever 2008/2012 environment.

Network Support, The Morrisby Organization, Hemel Hempstead
Oct 1992 – Jan 2011

The Morrisby Organisation is a company that specialise in psychometric assessment for career and education choices. I joined as an Office Junior in 1992 and for 18 years developed with the company’s needs and requirements particularly in the Information Technology area of the business.

I have been responsible and accountable for the management and co-ordination of many projects and tasks that included:

 Internal office, Windows Server 2000/2003 and Windows XP Workstations.

 Web based IT support management for and

 SQL Server co-ordinator for staging and live websites.

 Worldwide technical support for online web services.

 Management of Symantec backup, company archives and related policies.

 Sonicwall firewall implementation including ongoing co-ordination and management.

 Administrator for MDaemon Mail Server.

 Management of file data structures, Domain Names and Network security.

 Anti-Virus administration – Sophos and McAfee products.

 Support role for Avaya telephony system.

 Usage of Word, Excel, Access, PowerPoint for task requirements.

 Source/price/negotiate internet providers and hosting companies.

 Negotiator and purchaser for all IT supplies.

 Accounts bookkeeper – Microsoft Accounts 2008/Opera Pegasus.

 Customer service management – Dealing with queries on a daily basis.

 Management of external print work – Including proofing and design.

 Management of Internal print work – Including user guides and marketing documents.

 Management of ordering and delivery scheduling.

 Co-ordinate and manage printer maintenance and servicing.

H Samuel Ltd., Hemel Hempstead
1991 – 1992

Customer Services – Sales

 Shop floor sales representative

 Display organiser

 Stock taking and re-ordering

1990 – 1991 Dairy Crest Group plc Hemel Hempstead

Production Line Worker

 Assembly and packaging of dairy products

 Quality controller