Intro
EXPERIENCED SERVICE MANAGER
A solutions-driven professional with over 25 years of strong expertise leading various teams and performing operational functions and managing projects of major national infrastructure within an operational or field environment in the IT, Broadcast and Telecommunications sectors. Possesses solid process management, administrative and communication capabilities in addition to a strong track record of providing exceptional customer service. Enforces compliance with policies, procedures, regulations, and top-quality standards. Highly organised, able to manage complex workloads and exceed demanding targets against critical deadlines.
Key Skills
- 25+ years of experience leading multiple tasks in the Broadcast & Telecommunications sector.
- Proven team leader with exceptional ability to delegate, motivate. and communicate with team members to exceed organisational objectives in terms of speed, efficiency, certainty, and professionalism.
- Possesses strong operating dynamics and the ability to meet and exceed Project Key Performance Indicators.
- Expert in defining the scope of projects based on gathered project requirements including documentation of constraints, assumptions, operational impacts & project risks
- Adept at planning and problem resolution; able to investigate and solve issues, including complex or long-standing matters; utilises a clear, logical mind with a practical approach, accompanied by excellent forecasting skills.
- Improve service quality and minimise errors through performance evaluations, effectively identifying and targeting areas in need of changes.
- Demonstrable ability to explain recommendations in clear language that can easily be understood.
- Reliable, flexible, and adaptable with the ability to work effectively under pressure.
- Capable of resolving customers’ complaints while identifying problems and taking appropriate corrective actions.
- Commended for high emotional resilience regardless of work pressure.
- Excellent multitasking capability in coordinating a wide range of processes promptly and meeting the deadline.
Close
Work
boxxe Ltd - September 2021 - Present
Service Delivery Manager
- Proactively managing multiple external services in relation to Incident, Change and Problem.
- Ensuring all services meet contractual SLA’s and service performance.
- Ensuring that all services meet the expectations laid out in the Service Design documentation.
- Compiling service information and conducting Service Reviews with customer stakeholders.
- Working collaboratively with the Project Management team to ensure correct transition to BAU.
- Advise on service processes, procedures, work instructions and knowledge articles.
- Chair of the Change Advisory Board.
- Continual Service Improvement.
Techtalent Academy - April 2021 - July 2021
AWS Re/Start Certified CLOUD PRACTITIONER TRAINING
- Introduction to Cloud Computing, Advantages of the Cloud, What is AWS?
- Cloud Concepts, Security & Compliance, Technology, Billing & Pricing.
- Computing models, SaaS, IaaS, PaaS.
- Principle of Least Privilege, Shared Responsibility, Compute, Storage, Database.
- Linux, Networking, IAM, AWS Applications, EC2, S3, Lambda, CloudFront, Route 53, Elastic Load Balancing, etc.
Arqiva - January 2018 - December 2020
Operational Lead - Service Transition
- Successfully functioned as the Service Transition lead between the Project team and Operations.
- Coordinated initial review of business systems, administration, resources, procedures, and methods to improve operationally and cost-effectiveness, utility and efficiency before transitioning.
- Operated with multi-disciplined teams and provided a variety of service transition management functions, engineering, and configuration services defined by business needs and end-user requirements.
- End to end configuration and testing of TCP/IP connected SNMP telemetry platforms.
Arqiva - November 2014 - December 2017
Service Management Centre Duty Manager
- Directed the broadcast of all national TV, BBC, and Commercial VHF, MF, and DAB transmission services.
- Served as the main point of escalation and Multi department liaison for a team on Network Operators providing Remote Network Management of the Transmitter Network, Incident Management, Problem Management, Service Outage investigations, Process Management, Customer Reporting Validation, and Customer SLA Measurement.
- Managed Out hour’s field staff safety and carried out Line management responsibilities over a team of Network Operators, Staff objectives, KPI settings, and measuring fault ticketing accuracy.
- Handled Staff evaluations, Staff discipline procedures, Continual service improvement, and Contract financial evaluation.
Arqiva - September 2011 - October 2014
Broadcast Network Operator
- Successfully managed the daily operations and first-line fixes of the UK’s network of 1500 + DTV Transmitters and the operational readiness of redundancies, by methods such as SNMP based telemetry system operations, GPRS SMS commands, GUI interpretations, IP interrogation, Telnet, Remote Desktop, Data analysis, Ping, Traceroute.
- Prioritised multiple ongoing/incoming faults, recognised and interpreted fault trends, raising and closing fault and planned maintenance record tickets and keeping the relevant program companies informed via varied methods.
- Attained SLA’s and KPIs by identifying potential system failures and weaknesses and proactively advise and recommend a course of action.
- Collaborated with Operations, Engineers and cross-functional staff to effectively solve problems.
Tel-Aer Services ltd - 2003 - 2011
Project Supervisor & Senior Service Engineer
- Boosted sales of digital switchover by effectively surveying flatted properties for TV and Satellite upgrades.
- Ensured high-level customer service is maintained by proactively solving Technical issues with immediate effect.
- Interface with development in support of projects or implementations.
- Maintained current projects and planned future projects from conception to complete handover - Ensured all work is carried out to schedule and of high quality and acted as a mentor to other engineers and office staff.
- Prioritised engineers’ workloads.
- Effectively handled Stock and equipment control management.
British Army - 1995 - 2003
Royal Signals, Radio Telegraphy
- Operated and supervised mobile, fixed, national, international voice and data communicatons networks at a junior management level
Close
Expertise
Service Transition Management, Broadcast / Telecom Operations, Operations Manager, Project Management, Quality Assurance, SNMP Telemetry Systems, Commercial Awareness, Stakeholder Management, Report Writing, Customer Service, Conflict Management, Handover Procedures, Staff Motivation, Team Management, Workforce Optimisation, Resource Planning, Performance Management, Health & Safety Compliance, Improving Inefficiencies, Strategic Planning, Charting Information, Budget Management, Risk Assessment, End-User Document, Site Acceptance Testing , Cease, DataMiner, CMDB & ITSM Systems, Microsoft Office
Qualifications
- AWS Certified Cloud Practitioner
- Prince2 Foundation (Working towards)
- ITIL Foundation
- NVQ Level 2 Electric and Electronic Servicing (Signal Reception)
- SMATV and IRS communication networks.
- Domestic aerial and satellite installation course (distinction)
- Royal Signals 2-year apprenticeship, (Radio Telegraphy)
- GCSE's
Close
Personal Skills
- Leadership
- Teamwork
- Proactive
- Adaptable
- Resilience
- Detail-Oriented
- Problem Solving
- Analytical
- Time Management
- Organisation
Personal Interests
- Family time
- Hill Walking
- Wild Camping
- Dog Walking
- Holidaying
- Biking
Photos
Close
Elements
Text
This is bold and this is strong. This is italic and this is emphasized.
This is superscript text and this is subscript text.
This is underlined and this is code: for (;;) { ... }
. Finally, this is a link.
Heading Level 2
Heading Level 3
Heading Level 4
Heading Level 5
Heading Level 6
Blockquote
Fringilla nisl. Donec accumsan interdum nisi, quis tincidunt felis sagittis eget tempus euismod. Vestibulum ante ipsum primis in faucibus vestibulum. Blandit adipiscing eu felis iaculis volutpat ac adipiscing accumsan faucibus. Vestibulum ante ipsum primis in faucibus lorem ipsum dolor sit amet nullam adipiscing eu felis.
Preformatted
i = 0;
while (!deck.isInOrder()) {
print 'Iteration ' + i;
deck.shuffle();
i++;
}
print 'It took ' + i + ' iterations to sort the deck.';
Lists
Unordered
- Dolor pulvinar etiam.
- Sagittis adipiscing.
- Felis enim feugiat.
Alternate
- Dolor pulvinar etiam.
- Sagittis adipiscing.
- Felis enim feugiat.
Ordered
- Dolor pulvinar etiam.
- Etiam vel felis viverra.
- Felis enim feugiat.
- Dolor pulvinar etiam.
- Etiam vel felis lorem.
- Felis enim et feugiat.
Icons
Actions
Table
Default
Name |
Description |
Price |
Item One |
Ante turpis integer aliquet porttitor. |
29.99 |
Item Two |
Vis ac commodo adipiscing arcu aliquet. |
19.99 |
Item Three |
Morbi faucibus arcu accumsan lorem. |
29.99 |
Item Four |
Vitae integer tempus condimentum. |
19.99 |
Item Five |
Ante turpis integer aliquet porttitor. |
29.99 |
|
100.00 |
Alternate
Name |
Description |
Price |
Item One |
Ante turpis integer aliquet porttitor. |
29.99 |
Item Two |
Vis ac commodo adipiscing arcu aliquet. |
19.99 |
Item Three |
Morbi faucibus arcu accumsan lorem. |
29.99 |
Item Four |
Vitae integer tempus condimentum. |
19.99 |
Item Five |
Ante turpis integer aliquet porttitor. |
29.99 |
|
100.00 |
Close