David Adair
Operational Insight Manager (Service Improvement)
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About
An experienced Service Manager with over 25 years in IT, telecoms, and managed services.
Proven track record in end-to-end service delivery, SLA/KPI compliance, incident management, and customer satisfaction (CSAT/NPS). Skilled in root cause analysis (RCA), post-incident reviews (PIR), and service improvement planning.
Hands-on experience with ITIL-based processes, change management (CAB), and service transition from projects to BAU. Strong data and reporting skills using tools like Excel, Power BI, and ServiceNow Analytics to improve operational performance and customer retention.
Looking for a Service Manager or Service Delivery Manager role where I can lead, improve customer outcomes, and deliver continuous improvement.
Experience
Service Operations & Governance, Customer Onboarding & Journey Mapping, SLA & KPI Management, Root Cause Analysis (RCA) & Post-Incident Review (PIR), Major Incident & Change Management (CAB Participation), CSAT/NPS Analysis & Reporting, Data Analysis & Insight Reporting, Service Automation & Digital Transformation, Team Leadership & Cross-functional Collaboration, Contractual Performance Reporting.
Education
Left school with 5 O-Levels and immediately started working, so did not pursue higher level education.
