Ian Matson

Ich suche Arbeit

Talente

BratislavaMitglied seit 1. November 2026

Operations ManagerCustomer Service ManagerService Delivery SpecialistLeadership DevelopmentPerformance Management

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Operations ManagerCustomer Service ManagerService Delivery SpecialistLeadership DevelopmentPerformance Management

Über

I'm an operations and customer experience leader with over 20 years of management experience across telecommunications, commercial hospitality and customer-facing services.

Currently working with AT&T in Slovakia, I've led operational teams across multiple European locations, focusing on service delivery, people development, performance management and practical process improvements.

My previous experience includes managing multi-site commercial operations in the UK, with responsibility for budgets, financial performance and developing management teams.

I enjoy bringing people together, solving complex operational challenges and finding ways to make processes work better for employees and customers. I'm also developing my knowledge of AI and automation and exploring how these technologies can support everyday operations.

I'm a British citizen currently based in Slovakia and open to senior operations, customer experience and service delivery opportunities in Switzerland, particularly within international, English-speaking organisations.

Berufserfahrung

AT&T — Manager, Technical Customer Care, October 2020–Present | Bratislava, Slovakia

Manage customer care operations across multiple European locations, with experience spanning Technical Care, Customer Self Install, Central Support Desk and Local Number Porting.

Lead operational performance, employee development and complex customer escalations, working with international stakeholders and partner teams to improve service delivery.

Key initiatives include introducing KPI scorecards, supporting the launch and expansion of a 5G internet product, and developing an AI knowledge-agent pilot to improve access to operational guidance.

Benugo — Senior General Manager, October 2018–September 2020 | Edinburgh, UK

Led multi-site commercial operations across Edinburgh Castle and associated venues, with responsibility for four business units and £million's in revenue.

Managed budgets, financial performance, staffing and service delivery while developing management teams, improving operational standards and supporting business growth.

Delaware North — Operations Manager, March 2014–September 2018 | Scotland, UK

Managed catering operations across Scottish airport locations, with £million's in annual revenue responsibility.

Oversaw staffing, budgets, operational performance and customer experience, while coaching managers and supervisors and coordinating new outlet openings.

Edinburgh College — Restaurant Operations & Training Manager, August 2007–February 2014 | Edinburgh, UK

Managed a commercial training restaurant, combining day-to-day operational responsibilities with coaching, teaching and employee development.

Mentored up to 90 students annually, delivering customer service and hospitality training while managing budgets, service standards and regulatory compliance.