Andy Harle

Head of Support @Iliad Solutions Ltd

Leeds, GB

In August 2021 I was discovered on LinkedIn by external recruiters and offered the opportunity to work for Iliad as a Head of the Support department. In this role I oversee a group of support staff supporting upwards of 60 financial institutions using the various Iliad testing applications. The role initially involved mentoring the team, ensuring all client issues and queries are dealt with in a timely manner as well as producing and monitoring client SLAs as well as identifying trends and key statistics to better serve the needs of our growing client base. As time went on the role evolved into covering Service Delivery as a whole, due to my performance I have been allowed the flexibility to recruit, promote and in some cases make the difficult decision to remove people from their roles in the company. This has led to a 300% increase in the staff directly under my leadership (3 now 9) Also, in addition to this I was tasked as being the scrum master for our BAU workstream covering all of our clients, this has meant that I have 9 developers, 7 QA analysts and 2 product configuration experts all directly reporting to me. Although my workload has increased, we have seen no drop in throughput and given my exposure to the customer facing aspect it allows me to make the correct calls on what items need to be delivered to ensure customer satisfaction. Liaising with key stake holder internally and externally, running weekly issue and query calls with various key clients to ensure all deliverables are met.