About Tom
An experienced senior service manager with a wealth of experience in service support and management, as well as business development and strategy management. I feel that my experience in process and strategy development within service-oriented departments and divisions will undoubtedly be valuable to any organisation I work with.
My achievements in creating award-winning service desks and centres of excellence both nationally and internationally demonstrate my ability to lead and deliver successful outcomes.
Being certification as a Prince 2 Practitioner and ITIL Foundation v3 certified professional, with further study towards v4, shows my dedication to ongoing professional development and keeping up with the latest best practices in project management and IT service management.
I feel that overall, the skills and experience I possess make me a strong candidate for roles in service management, business development, and strategy management.
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- RDaSH NHSLead Project EngineerJanuary 2023 - Today (3 years and 5 months)Doncaster, England, United Kingdom
- Ricoh UKService Desk ManagerAugust 2022 - November 2022 (3 months)Leeds, UK
- People HRCustomer Support ManagerSeptember 2019 - July 2022 (2 years and 10 months)Epworth, HA, Zimbabwe- Managing tiered support team in UK + RO.- Senior point of escalation for the service desk, incident management and customer service teams.- Co manage further support teams in UK + Ire across the division- Group Functional Award Winner - Group Manager of the Year- Project manage, create and manage new international support desks for multiple products.- Project manage international Centres of Excellence to align divisions and to create follow the sun service- Project manage migration of systems and customers into wider group systems from acquisition- Employee engagement analysis and improvement plans- Manage team training and development and looking at future proofing the support team for any upcoming courses related to the industry.- Developing documentation and updating internal knowledge base- Liaising with inhouse trainers to develop and update any customer support documentation, guides and accreditations- Data Analysis to look at upsell, cross sell opportunities and customer retention- Customer success and onboarding management- Unification of process and procedures across the division, focusing on best practice
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Education
- HND ICTWakefield CollegeHND ICT