Claire Ward

Service Delivery Manager - Large Enterprise @Virgin Media O2

Responsible for a portfolio of Large Enterprise customers • Managing and reporting on contractual SLA’s. • Contract management.• Continuous improvement • Collaboration with Major Incident teams, Service Desk, Problem and Change Management to ensure consistent service.• Using ITIL & Lean Six Sigma methodologies for Process Improvement• Collaborating with the Sales teams during service design of new/changed solutions. • Completing monthly service performance reviews with detailed KPI reports. • Close collaboration with Client Directors/Account Managers, attending regular meetings to maintain high Net Promoter Score (NPS).• Creating and delivering Service Improvement plans• Owning customer escalations to resolution. • Working with and managing internal/external key stakeholders at all levels. • Over achievement of targets against set KPI’s