Service Delivery Manager


An assertive client facing Service Delivery Manager, with a proven track record of managing large, strategic IT outsourcing accounts within the Financial Services Industry and Government Sector. Experienced with managing senior stakeholders and executive audiences, improving; client satisfaction, sales, account profits and P&L’s of up to $5M. Broad knowledge of technology and infrastructure used within FSI and Government; including SAP, asset management, exchange, Wintel, applications, archiving, exchange, storage, security, GSD and OSS.

Key Skills
  • Service Delivery Management
  • Project Management
  • Client Management
  • P&L Management
  • CSIPs

Work Experience

UK&I Service Delivery Manager

Rothschild Bank 2 Years

Responsible for managing and growing senior management and executive customer relationships for strategic accounts within the financial services industry. - P&L management of UK&I region ($5m PA). - Trusted advisor at senior management and executive level - strong boardroom participant. - Manage and drive customer satisfaction and ‘Total Customer Experience’ (TCE) - Responsible for ensuring SLA and KPI targets are met. - Contributing to stability and growth of account margin, meeting corporate margin targets and ensuring YOY cost reduction as agreed during deal review. - Responsible for ensuring labour and technology costs within account service towers are in line with the plan of record to help achieve account target margin. - Responsible for identifying and hiring top talent to achieve best business results. - Manage and coach service delivery management teams to achieve best-in-class TCE, drive down cost of delivery and promote positive relationships with customer. - Develop and promote customer strategies increasing account service offering, client satisfaction and account profitability. - Own internal and external continual service improvement programmes (CSIPS) including process, application, infrastructure, automation and resource management to improve environment stability and client satisfaction. - Project and Programme Management - Critical Incident Management for high priority (P1s) incidents. - Business Analysis. - Driving account maturity and the gradual transition from T&T to ITIL best practices. - Managing the integration of multiple third party vendors through ITIL SIAM to align with account capability leads and support HPE IT solution. HIGHLIGHTS - Increased SAP Service Tower revenue by 51.4%, +$705,989.71 to TCV. - Reduced Asset Management costs by $81,600.00 Per Annum. - Increased account CSIP rating from 19th best within the UK&I to 4th in 6 months – leading to an award for ‘UK&I most improved account’. - Identified alternative route to deliver file and data archiving project, saving HPE $66,500. - Awarded HPE’s highest yearly recognition award

Service Delivery Manager

Ministry of Justice 8 months

Support Internal Process and Infrastructure continual service improvement programmes (CSIPS) - Project Managed a Load Capacity Assurance Project, requiring multiple Datacentre moves, server integration and the procurement and deployment of Citrix Licenses. - Weekly customer CIO briefings HIGHLIGHTS - Delivered large load balancing project $113,000 under budget by utilizing idol assets [Gen7 blades] and negotiating with vendor [Citrix] to provide HP 16,000 licenses for free.

Service Delivery Manager

Deutsche Bank 8 months

- Developed Procurement Automation strategy and managed the programme of work through design and implementation phases. - Third party vendor displacement / consolidation. - Integration of 264 third party vendors through ITIL SIAM to align with account capability leads and support HPE IT solution. - Transfer of 264 third party contractual agreements from Deutsche Bank to HP. HIGHLIGHTS - Automation strategy developed HP $105,000 of savings in the first two days of ‘go live’.

Junior Project Manager

Hewlett Packard 2 months

- Graduate ‘Future Leadership’ Programme. - Supported Programme and Project Management activities within the financial services industry. - Creation, Development and Management of Financial Plans. - Developed an idea into a business plan during one weekend on how to reduce HP’s UK&I contingent spend by £7.5m, pitched the business plan to UK&I Vice President who then promoted me off the 2-year Graduate Programme, 2.5 Months after starting.


Globo-Search 3 months

- Founded niche recruitment practice to help businesses find and hire specialist mechanical Engineers whilst awaiting HP Security Clearance to clear. - Generated £21,090 of Gross Profit in two months. - I closed Globo-Search in August to concentrate on my career with Hewlett Packard.

Senior Recruitment Consultant

Proteus Europe 3 Years

- Started on a ‘cold desk’ and grew a sales pipeline of £2M Revenue and £0.5M profit in 3 years. - Promoted three times within the first 11 Months in alignment with business promotional goal posts. - Awarded highest sales achiever (biller) of the month consecutively for 4 months straight. - Broke a company sales record by billing just over £53k of new profit in one given month. - Responsible for end to end recruitment process (Inc. B2B/B2C) - Hosted Senior and C Level clients across Europe.