Head of Customer Service Desk
Civica
Total des années d'expérience :28 years, 0 Mois
Civica provides software and business process services for the health care industry, including a fully
integrated IT system incorporating applications for health management, claims management,
investment services, financial accounting, customer request management and reporting. I am
Responsible for managing the Health & Care Service Desks supporting the Civica H&C application suite
reporting directly to the H&C Services Director.
* Direct line management of 5 team leads, 1 customer service manager and 1 business support
officer. The Health & Care Service desks comprise of 20 Service Desk analysts.
* Responsible for identifying training and development opportunities for the Service Desk Teams
to ensure Civica operate an efficient service delivery unit.
* Oversee operations of the service desks supporting over 200+ healthcare organizations with
thousands of end users providing services to millions in the public sector.
* Development of actionable KPI's in line with Civica standards of customer service excellence.
* Producing KPI and operational reports to the directorate board.
* Develop and work with the Team Leads to create and apply Service desk objectives.
* Customer and Supplier management in regards to Customer service desk operations to meet &
measure SLA's.
* Tender Board involvement of new and existing service contracts
Responsible for managing the Paris Application Support Service Desk in the Health & Care Division
reporting directly to the H&C Services Director.
* Manage a team of 5 Service Desk Analysts and 1 customer manager.
* Customer and Supplier management with international customers in Canada, Ireland and UK.
* Develop KPI's to meet customer Service excellence.
* Customer Service Improvement engagement to ensure SLA's are measured and attained.
BAR Team Lead - Reckitt Benckiser
Responsible for analysing the needs of the business's brand and marketing teams and acting as an
integration and escalation point between BAU and development to with solutions to business
problems. Involved in the management of multiple small projects.
* Provided Technical support to the Digital BAU team consisting of 8 Business Analysts, and Build
and Release Team consisting of 3 developers.
* Translated Business Requirement Specifications
* Act as Scrum master to ensure Trello work artifacts were prioritized and SLA's met.
* Mapping processes to facilitate the support and release of company websites.
* Involved in workshops / training / presentations and daily stand-ups.
* Facilitated Project work to procure a new helpdesk system and ensure smooth transition from
existing systems and processes.
* Providing a link between the company, brands, markets and the development team and any
third-party regarding software functionality throughout the build and release cycle.
Responsible for the support and deployment function of the Etihad Airways web domains and
management of the hosting environments across a multitude of platforms. Providing leadership to the
Support & Deployment teams based in Manchester, UK and Abu Dhabi, UAE.
* Managed the analysis and implementation of several small and medium sized projects across
the Digital web function at both infrastructure and content level.
* Acted as Scrum Manager to ensure daily stand-ups were brief and productive.
* Producing highlight reports and Risk Logs.
* Monitored Team and external stakeholder performance.
* Worked on projects involving Alternative forms of payment on the web, Splitting Domains and
Infrastructure.
* Managed a project to de-scope the overall Infrastructure hosting environment to save costs to
align with budgeting requirements.
* Attended tender board meetings on matters of procuring third party services as well as
discussing contract renewal agreements for Hosting and CDN services.
* Incident and Problem manager to identify trend analysis in regards to support tickets to identify
resourcing costs and improvement recommendations.
* Reviewed and re-developed the existing support and deployment processes with BA/ PMO to
ensure the smooth transition from Customer requirements to use case mappings and project
initiation phases.
* Run weekly Operations and Service Improvement Plan meetings with 3rd
party suppliers to
highlight issues and assign actions in regards to on-going projects.
Responsible for the support and upgrade function of Ascribes software products across a multitude of
global locations.
Responsible for the support and upgrade function of Ascribes software products across a multitude of
global locations.
Responsible for the support and upgrade function of Ascribes software products across a multitude of
global locations.
At this Stage I had completed a career change due to my interest in IT
Responsible for receiving deliveries and managing stock replenishment.
Co-ordinate the night shift team to ensure all deliveries were dispatched as well as assist in the daily operational customer support.
Utilised Injection Moulding technology to mass produce everyday consumable products for a multitude of commercial clients.
Provide customer support to ensure all queries were sufficiently dealt with.
Receive deliveries and co-ordinate the store team to ensure goods replacement activities were carried out in a timely manner.
english literature - B english language - C dual sciences - C&C mathematics - C