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Jane | Service Delivery Manager , UK
Written by MiJobz 6530210     October 06, 2013    
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Over 15 years in the Information Communications Technology sector in a series of progressively demanding roles within the Service Desk area ensuring KPI’s/SLA’s are maintained. Coaching and Leadership skills and a good working knowledge of ITIL and ISO methodologies, highly organised and methodical, ideally looking to move into an administrative customer focused role. Enthusiastic and now seeking a new challenge,

Key Achievements
I have designed, implemented and trained out 15 Service Enhancement Plans and Service Improvement Plans all of which have resulted in measured improvement on KPIs. I have also achieved the Institue of Customer Service Gold Award – a set of professional awards that develop customer service skills across all levels and gauge the effectiveness of internal processes. Achieved HP Award for Excellence for maintaning KPI's for 12 consecutive months.

Jane - Service Delivery Manager


  • Institute of Customer Service Gold Level for Innovation
  • City & Guilds Diploma in Information Technology & Computer Applications
  • Leadership, Motivational and People Management
  • Incident & Problem Management skills
  • ITIL Foundation Awareness
  • Coaching and people development skills
  • Able to communicate effectively at all levels
  • Oracle Siebel eBusiness Communications CRM 7.8
  • Windows XP/ 7
  • Microsoft Outlook 2003-2010
  • Microsoft Office XP/2003/2010
  • Computer Based Training Advanced Modules

Contact Details

United Kingdom



Work Experience

Work Experience
• Siebel CRM Service Desk Team Leader (ICT)
British Telecom Plc/Manpower Plc
October 2005 – May 2012 (6 years 8 months)
In addition to the main duties of the Siebel Applications Specialist I undertook the following:
Assisting team with troubleshooting and call clearing
coaching and organisation of team
Design and implementation of Incident Management procedure and trained team. I also assisted the Siebel Service Desk Manager in daily duties as required and liaised with 2nd and 3rd line teams

• Siebel CRM Applications Support Analyst (ICT)
British Telecom Plc/Manpower Plc
February 2003 – October 2005 (2 years 9 months)
Specialist support of Siebel Customer Relationship Management System (CRM) with an international user base of over 15,000 consisting of Bid Managers, Sales and Service customers
Application troubleshooting and End-user training
Extensive use of Remote Diagnostic tools over Windows 2000/XP platform
In this role I also Project Managed successful implementation and training of colleagues for Problem Management Duty and Out of Hours support and acted as Incident and Problem management 'Single Point of Contact' to focus on and enhance service levels and customer experience.

• ICT Technical Support Analyst and Team Leader
British Telecom Plc/Manpower Plc
October 1999 – February 2003 (3 years 5 months)
2nd Line support
Team Leader role included coaching, guidance and quality checking of other analysts and the completion of reports
Software and Hardware support on both Desktop PC's and Laptops.
Specialised troubleshooting for high profile corporate clients including software installation and hardware diagnostics.
Core applications: Windows 2000/XP, Exchange/Outlook 97/2000, Internet Explorer 5/6, Netscape 4.7 Remote Dial up Access, Remote Desktop Delivery software, Microsoft Office suite of applications

• ICT Service Desk Support Analyst
British Telecom Plc/Manpower Plc
September 1996 – October 1999 (3 years 2 months)
1st Line support Technical of PC/Desktop
Main responsibilities include acting as initial point of contact for over 100,000 computer users throughout the company on over 1,000 bespoke and mainframe and Microsoft applications.
In addition to my time on the Helpdesk I held the position of Supervisor of the Provisioning Unit involving statistical analysis and call flow monitoring
Past Employers
• British Telecom Plc/Manpower Plc
October 2005 – May 2012 (6 years 8 months)

• British Telecom Plc/Manpower Plc
February 2003 – October 2005 (2 years 9 months)

Preferred Roles

Preferred Roles
• Desired job title: Customer Service Relations/Improvement
• Desired industry: Any
• Location: Lancashire area


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