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Experience Service Manager
Tabitha Lay
,
Houghton Conquest, United Kingdom
Experience
Other titles
Skills
I'm offering
People say I have a great ability to foster strong working relationships and have an excellent track record of
service delivery, relationship management and also implementing services across EMEA which have contributed
to excellent customer experience. My Career spans 23 years and during this time I have taken on a number of
increasingly demanding and complex roles up to strategic business management roles, most recently serving
many Investment Banks across the UK. I am a self-starter but also work well within a team. I have extensive
knowledge of managing global customers.
service delivery, relationship management and also implementing services across EMEA which have contributed
to excellent customer experience. My Career spans 23 years and during this time I have taken on a number of
increasingly demanding and complex roles up to strategic business management roles, most recently serving
many Investment Banks across the UK. I am a self-starter but also work well within a team. I have extensive
knowledge of managing global customers.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Available
My experience
2019 - ?
job
Service Delivery Manager
Arm Ltd.
Arm® technology is at the heart of a computing and connectivity revolution that is transforming the way people live and businesses operate. From the unmissable to the invisible; our advanced, energy-efficient processor designs are enabling the intelligence in 86 billion silicon chips and securely powering products from the sensor to the smartphone to the supercomputer. The focus of the internal global role is to ensure Arm are receiving the highest level of service making sure key performance indicators and service levels agreed are delivered to customer and key partners. The role covers end to end service responsibility, representing IT Operations focusing on outstanding user experience.
• Being the voice of the business within IT operations, leading the development of communication and engagement framework, Continual Service Improvement across the IPG Function and being the final approver for all new and changed services into Production.
• Acting as liaison between IT and business groups you will work with service operations delivery functions, functional teams and partners driving a successful and trusted business relationship.
• Develop and maintain a service roadmap owning service improvement plans, associated
• benefits and risk reduction
• Acting as key business facilitator understands business's overall strategy identifying changes that may impact levels of service provided. Representing business across IT operations related activities as well as other wider teams that require Service Delivery Management expertise.
• Owns and maintains business engagement map and issue/escalation matrix for areas of
• responsibility
• Approves technical high-level design/portfolio components changes to meet Service Levels.
• Ensures services are delivered within agreed costs and financial goals
• Reviews /approves implementation of new products or services acting as a partner for Service Design and Transition
• Facilitates a service level agreement review and negotiations and approves/review service critical metrics
Major Incident Management - Duty Manager
• Owns governance for Major Incident Process: runs Priority Incidents on a Rota and on call basis promoting process alignment.
• Liaises with problem management guaranteeing that all Major Incident documentation is built following incident and problem management standards - Post Incident Reviews, Major Incident write-ups and executive summaries where applicable.
• Owns and promotes business communications related to Service Operations: Major Incident communications, IT Operations releases; changes and planned maintenances.
• Being the voice of the business within IT operations, leading the development of communication and engagement framework, Continual Service Improvement across the IPG Function and being the final approver for all new and changed services into Production.
• Acting as liaison between IT and business groups you will work with service operations delivery functions, functional teams and partners driving a successful and trusted business relationship.
• Develop and maintain a service roadmap owning service improvement plans, associated
• benefits and risk reduction
• Acting as key business facilitator understands business's overall strategy identifying changes that may impact levels of service provided. Representing business across IT operations related activities as well as other wider teams that require Service Delivery Management expertise.
• Owns and maintains business engagement map and issue/escalation matrix for areas of
• responsibility
• Approves technical high-level design/portfolio components changes to meet Service Levels.
• Ensures services are delivered within agreed costs and financial goals
• Reviews /approves implementation of new products or services acting as a partner for Service Design and Transition
• Facilitates a service level agreement review and negotiations and approves/review service critical metrics
Major Incident Management - Duty Manager
• Owns governance for Major Incident Process: runs Priority Incidents on a Rota and on call basis promoting process alignment.
• Liaises with problem management guaranteeing that all Major Incident documentation is built following incident and problem management standards - Post Incident Reviews, Major Incident write-ups and executive summaries where applicable.
• Owns and promotes business communications related to Service Operations: Major Incident communications, IT Operations releases; changes and planned maintenances.
Development, Service Delivery, Manager, Framework, Energy, Production, Service Delivery Management, Major Incident Management, Service Delivery Manager, Incident Management, Design, Facilitator, Delivery Management, Implementation, It, Technology, Service, Management, Service Design, User Experience
2017 - 2019
job
Service Delivery Manager
JLT Group PLC.
Jardine Lloyd Thompson Group plc (JLT) is one of the world's leading providers of insurance, Reinsurance and employee benefits related advice, brokerage and associated services. Working within the Global technology organisation and responsible for managing and improving service outcomes, operationally managing key business relationships, identifying opportunities and leading change to improve the colleague and business experience. The focus of my role is to implement continuous improvement resulting in an improved perception of IT Service. I was responsible for managing and developing the overall IT strategy within the Reinsurance Business Unit. Working directly with the CIO and COO.
Interface and build good working relationships with SIAM Leads and SME's to improve customer satisfaction, SLA achievement and above all improving the Customer Experience.
Achieved industry standard Business Relationship Management Qualification BRMP
Implemented and created the Global Merger & Acquisition Framework
• Support the definition and establishment of the Service Management strategy and processes,
• including standards, policies, and procedures
• Define and work to the SDM / BRM model
• Perform business analysis and quality control in order to ensure reliability, procedural
• integrity, and efficiency driving a continual service improvement culture within this space
• Service quality and client expectations are met or exceeded
• Own the optimisation of the end to end service for their business (driving CSI)
• Responsible for defining. Measuring and reporting on the KPI required in service
• management organisation
• Ensure the delivered services are fit for purpose, carrying out relevant reviews as necessary
• To ensure that systems, processes and methodologies are specified and followed to ensure
• effective monitoring, control and support of service delivery
• Run Operational meetings with Business stakeholders and CIO representative
• Responsible for reporting to an agreed schedule and presenting on service status to the IT
• management team and the exec board
• Planning facilitated sessions for any aspect of Service Delivery including incident review,
• problem resolution, capacity and planning
• Provide leadership, guidance, and support for all aspects of Service Management
• Proactively identify areas for improvement in order to improve IT service and market IT to the
• Business
• Own all service escalations from business and CIO org
Interface and build good working relationships with SIAM Leads and SME's to improve customer satisfaction, SLA achievement and above all improving the Customer Experience.
Achieved industry standard Business Relationship Management Qualification BRMP
Implemented and created the Global Merger & Acquisition Framework
• Support the definition and establishment of the Service Management strategy and processes,
• including standards, policies, and procedures
• Define and work to the SDM / BRM model
• Perform business analysis and quality control in order to ensure reliability, procedural
• integrity, and efficiency driving a continual service improvement culture within this space
• Service quality and client expectations are met or exceeded
• Own the optimisation of the end to end service for their business (driving CSI)
• Responsible for defining. Measuring and reporting on the KPI required in service
• management organisation
• Ensure the delivered services are fit for purpose, carrying out relevant reviews as necessary
• To ensure that systems, processes and methodologies are specified and followed to ensure
• effective monitoring, control and support of service delivery
• Run Operational meetings with Business stakeholders and CIO representative
• Responsible for reporting to an agreed schedule and presenting on service status to the IT
• management team and the exec board
• Planning facilitated sessions for any aspect of Service Delivery including incident review,
• problem resolution, capacity and planning
• Provide leadership, guidance, and support for all aspects of Service Management
• Proactively identify areas for improvement in order to improve IT service and market IT to the
• Business
• Own all service escalations from business and CIO org
Support, Service Delivery, Manager, Processes, Framework, Service Delivery Manager, CIO, Organization, Insurance, KPI, Presenting, Monitoring, Business Analysis, PLC, It, Technology, Service, Optimization, Service Management, Management, Leadership, Continuous improvement, Customer experience
2015 - 2017
job
Customer Service Manager - UK
IPC Systems.
(Formerly Etrali UK)
IPC acquired Etrali Trading Systems in 2016. IPC designs, builds, installs, and distributes communications solutions to the financial services industry globally. They specialise in Trade Productivity Applications, Network Services, Voice Recording, Dealerboard/Turret, Unified Trading Communications, Global Connectivity, Hoot & Intercom, Trader Voice, VoIP, and Market Data Connectivity.
• Managing the customer relationships, delivery of the service contract for the following investment banks: Societe Generale, Morgan Stanley, Bank of America, Credit Agricole, RBS and Trafigura
• Building and Maintain client relationships both internal and external
• Manage all high priority Incidents throughout their lifecycle
• First stage escalation for incidents should these not be resolved within the agreed service levels
• Implement robust management procedures and communications channels
• Identify issues and risks associated with the current process and present solutions
• Service contract negotiation and renewals.
• Producing and analyzing monthly service review packs. Tracking SLA's and KPI's and ensuring they are met.
• Provide and Track RCA, Risks and SIPs
• Oversee day-to-day operations to ensure contractual commitments are met.
• Communicating across all levels from senior executives to operational staff, building relationships with all key business owners/representatives.
• Act as a customer advocate and a strong voice of the customer internally and a single point of escalation.
• Manage and develop a customer service plan with the client to show how we deliver the contract.
• Also performing a service delivery manager role managing 18 mobile and onsite engineers, resourcing and scheduling for Change, Incident, billable MACs and Project RFIs. Managing and tracking overtime, annual leave and sickness.
• Approving/Managing/tracking engineer time sheets, annual leave and overtime.
• Conducting monthly team meetings, 1-2-1's, Performance reviews and objective setting.
• Nominated Tupe representative providing a conduit between HR and the legacy Etrali staff
IPC acquired Etrali Trading Systems in 2016. IPC designs, builds, installs, and distributes communications solutions to the financial services industry globally. They specialise in Trade Productivity Applications, Network Services, Voice Recording, Dealerboard/Turret, Unified Trading Communications, Global Connectivity, Hoot & Intercom, Trader Voice, VoIP, and Market Data Connectivity.
• Managing the customer relationships, delivery of the service contract for the following investment banks: Societe Generale, Morgan Stanley, Bank of America, Credit Agricole, RBS and Trafigura
• Building and Maintain client relationships both internal and external
• Manage all high priority Incidents throughout their lifecycle
• First stage escalation for incidents should these not be resolved within the agreed service levels
• Implement robust management procedures and communications channels
• Identify issues and risks associated with the current process and present solutions
• Service contract negotiation and renewals.
• Producing and analyzing monthly service review packs. Tracking SLA's and KPI's and ensuring they are met.
• Provide and Track RCA, Risks and SIPs
• Oversee day-to-day operations to ensure contractual commitments are met.
• Communicating across all levels from senior executives to operational staff, building relationships with all key business owners/representatives.
• Act as a customer advocate and a strong voice of the customer internally and a single point of escalation.
• Manage and develop a customer service plan with the client to show how we deliver the contract.
• Also performing a service delivery manager role managing 18 mobile and onsite engineers, resourcing and scheduling for Change, Incident, billable MACs and Project RFIs. Managing and tracking overtime, annual leave and sickness.
• Approving/Managing/tracking engineer time sheets, annual leave and overtime.
• Conducting monthly team meetings, 1-2-1's, Performance reviews and objective setting.
• Nominated Tupe representative providing a conduit between HR and the legacy Etrali staff
Management, Customer service, Service, Network, Voip, KPI, Service Delivery Manager, Service Manager, Performing, Manager, Service Delivery
2014 - 2015
job
Technology Client Service Manager - UK
Tag Worldwide.
Tag - Global Brand Services Company within the media production Industry that delivers value by working with their clients and their strategic partners to implement effective marketing communications, creatively and efficiently.
Working within CMD (the technology department of Tag) to build and maintain strong working relationships with four of Tags largest clients. Managing multiple senior stakeholders across diverse disciplines and resolving complex client queries and being an escalation point for all issues to senior management.
The role also oversees the implementation of new software across the clients which involve:
Managing and owning Steering Group Meetings with senior stakeholders
Identifying opportunity gaps my Global Clients
Interacting with global teams
Being the point of contact for the client to engage with the Technology teams
Completing RFP's / Commercial Contract discussions
Providing Technology Demo's to Clients
Working within CMD (the technology department of Tag) to build and maintain strong working relationships with four of Tags largest clients. Managing multiple senior stakeholders across diverse disciplines and resolving complex client queries and being an escalation point for all issues to senior management.
The role also oversees the implementation of new software across the clients which involve:
Managing and owning Steering Group Meetings with senior stakeholders
Identifying opportunity gaps my Global Clients
Interacting with global teams
Being the point of contact for the client to engage with the Technology teams
Completing RFP's / Commercial Contract discussions
Providing Technology Demo's to Clients
Marketing, Management, Service, Technology, Implementation, RFP, Software, Production, Demo, Service Manager, Manager
2011 - 2014
job
Regional Service Development Manager - EMEA
BlackBerry.
Service, Development, Manager
2005 - 2011
job
EMEA Carrier Service Manager
unknown.
(5years and 9 months)
Service, Service Manager, Manager
1999 - 2005
job
BT Central Service Team Leader
Computacenter.
Genisys - Aldgate East, London
Office Manager / Sales Assistant
Office Manager / Sales Assistant
Sales, Service, Office, Manager
1997 - 1999
job
Internal Account Manager
Digital Toolbox.
February 1996 to August 1997
Account Manager, Manager
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