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Hands on technical leader focused on quality customer service
Debbie Bidewell
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
I have twenty years’ experience in the IT Industry, and 9 years working for a leading MSP in a Service Delivery Management role.
Key achievements include implementing an Offshore service desk and NOC, developing internal and client reporting and real-time metrics, presenting successful business cases for a documentation management tool, billing automation, improvement of margins for 3rd party services through vendor engagement and implementing multiple integration APIs to improve security, integration and accessibility of systems.
Key achievements include implementing an Offshore service desk and NOC, developing internal and client reporting and real-time metrics, presenting successful business cases for a documentation management tool, billing automation, improvement of margins for 3rd party services through vendor engagement and implementing multiple integration APIs to improve security, integration and accessibility of systems.
Markets
United Kingdom
Language
English
Fluently
Ready for
Available
My experience
2014 - ?
job
IT Manager
Fifosys.
Leading MSP in London, responsible for the Service Delivery managing a team of 20+ Service Desk and a Systems/3rd line NOC Engineers based in UK and Sri Lanka. In 2016 I was an integral member of the team implementing an offshore 24/7/365 Service Delivery team and onboarding new clients gained through acquisitions aligning service delivery and ensuring a seamless transition to business as usual. Working closely with clients in a range of industries acting as their IT Manager, attending board level and budget meetings, enable, chair and lead service review and strategy meetings looking at support trends, key areas for investment and sales opportunities and recommending new technologies to enhance their business. Duties include Problem management, CAB lead, escalation and complaint handling through to resolution, resourceful problem solving, training and mentorship of team members and maintaining close relationships with vendors and 3rd parties to ensure delivered services meet client expectations.
Responsible for £1 million recurring revenue, and accountable for client profitability and team utilisation, reporting KPIs to board and working towards the business goals of growth, development and automation while adding value to clients and delivering the highest level of customer satisfaction.
Responsible for £1 million recurring revenue, and accountable for client profitability and team utilisation, reporting KPIs to board and working towards the business goals of growth, development and automation while adding value to clients and delivering the highest level of customer satisfaction.
It, Manager, Service Delivery, Customer, MSP, Mentorship, Development, Support, Growth, Budget, Offshore, Service, Sales, Management, Onboarding, Automation, Training
2007 - 2012
job
IT Manager
BioIndustry Association.
Hands on IT Manager supporting offices in London and Edinburgh and remote workers. Responsibilities included Security and Administration, Backup/DR, Budget management, CRM development and support, Strategy, Training, Project management, Web design, maintenance and support. Projects delivered included migration to 2011 SBS, developing a new website and an office relocation and migration of infrastructure to a data centre. I was solely responsible for managing the ICT budget and designing and implementing a future proof and resilient infrastructure.
Website, Manager, Web, Development, Office, Backup, Infrastructure, Support, It, Design, Security, Management, Training, Web design, Budget, CRM, Administration, Project Management
2005 - 2007
job
IT Supervisor / Network Administrator
Gunnebo.
A multifaceted role including the execution, administration and support of 3 UK offices, 200 employees and assisting several International sites who used the centrally managed (AS/400) ERP system. I was responsible for Service Delivery, Procurement, Licensing and Budget Planning. Projects included designing network architecture and a purpose built Server room, implementing an offsite Backup, a GPS Tracking system for the UK wide service and engineering team, a Time and Attendance / Access Control solution as well as building a virtual sandbox.
Administration, Budget, ERP, Procurement, Architecture, Service, Engineering, Network, It, GPS, Support, Backup, International, Server, Administrator, Service Delivery
2004 - 2004
job
Helpdesk Analyst
Virgin Atlantic Airways.
A busy helpdesk working to diagnose issues and document core procedures, it was a service focused fast paced contact centre environment supporting over 4000 international end users. The primary purpose of the contract was to learn and document the core processes and ensure a smooth transition as Virgin moved their Service Delivery operation to Mumbai.
Service, It, Analyst, International, Processes, Service Delivery
2003 - 2004
job
Helpdesk Analyst
Selection Services Ltd.
(outsourced to Optimum Information Systems)
Analyst
2002 - 2003
job
IT Support Manager/Trainer
Paloma Systems Ltd.
It support, It, Support, Manager
2000 - 2002
job
Technical Support Engineer
Fleetstar Information Systems.
Support
My education
1996
-
2000
University of Hertfordshire
BSc, Cognitive Science
BSc, Cognitive Science
1993
-
1995
St Vincents Sixth Form College
Secondary, Psychology, Geography, Sociology
Secondary, Psychology, Geography, Sociology
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