Service Delivery Manager
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I am a highly motivated professional with a strong background in Telecommunications and IT specialising in incident and change management processes. With 8 years of experience and success within Service Management I have developed a proven track record of delivering exceptional results in contract adherence, relationship growth and client onboarding. My key strengths include excellent communication, problem-solving, and organizational skills, which enable me to thrive in fast-paced and dynamic environments.
Service Delivery Manager at MLL Telecom (2026-01 – Present)
I am the bridge between the business and client, harbouring interests of all parties and coming up with solutions for incident, change and process management. Whilst identifying process needs and changes, my role is to make sure these are executed throughout the business. I work in partnership with numerous departments across MLL including but not limited to Project Management, Sales and Technical Design. It's very important the Service Delivery Manager has a say in these positions to make sure all contractual needs are being met. I run the 'voice of the customer meetings' in which we collate feedback from our top customers who provide feedback at the end of each meeting. I have created a board for potential expansion, growth but also to try and fix the current issues each clients are facing by performing trend analysis on the data provided. This is to make sure we continue to improve service where possible. We are currently going through a switch in ITSM which one of my directors has tasked me with. This has been scheduling and leading meetings with external companies to make sure we have the best fit. The next part of the assignment was to make sure our CMDB was cleansed properly for the most efficient switch over possible.
Reporting is issued with highlights and lowlights before conducting reviews. These are either face to face or can be done on MS Teams depending on the clients preference. I am a strong leader and public speaker within these scenarios and have been given 'exceeding expectations' by 90% of my client base since starting my journey with MLL.
Service Delivery Manager at Commsworld (2018-11 – 2026-01)
Customer Care Coordinator at Commsworld (2017-11 – 2018-11)
Retention Manager at Tentel LTD (2017-01 – 2017-11)
Account Management at Tentel LTD (2015-04 – 2016-12)
Account Manager at Heineken UK (2012-05 – 2015-04)
It
Itil v4 Foundation (2021-03)
HNC in Sports Coaching (2010-01 – 2011-01)
NQ Business Management in Business Management
HNC in Business Management (2008-01 – 2010-01)
– James Young High School (2003-01 – 2008-01)
