Gary Leadbetter
Senior Service Delivery Manager @Capgemini
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WORK HISTORY
Senior Service Delivery Manager @Capgemini
Collaborating as a team with Delivery Directors, Account Managers and Service Managers across all business units to develop and evolve multiple accounts• Successfully identifying opportunities for continuous improvement and creating processes & action plans• Controlling and monitoring costs, work plans and utilising shared service resources across multiple geographies and making any adjustments, ensuring standard processes are adhered to• Consistently delivering an exceptional and quality service to clients in line with service level agreements• Fully accountable for a £12m outsourcing agreement for a leading retailer, managing a unique UK and offshore delivery model• Dealing with any delivery challenges in a fast paced change environment, balancing available resources from a team of 40 to meet strict SLA targets• Simultaneously managing a multiples, managing TUPE transfers both in and out of Capgemini• Establishing, building and maintaining strong and long-term relationships with clients and end users• Managing multiple accounts and maintaining robust, scalable and successful services for clientsKey achievements:• Successfully managing multiple vendors and integrating them within a managed service organisation• Instrumental in gaining contract extensions and new service offerings and managing them in to BAU service• Key resource in numerous pre-sales bids and post sales re-bids for multiple clients • Meeting or exceeding budget quotas throughout tenure and increasing revenue through project sales• Improving margin where possible and identifying unprofitable accounts providing negative margin and managing to closure• Successfully change managing both incoming and outgoing staff through the TUPE process, whilst acquiring additional services for support.• Achieving internal Service Delivery Manager Level 1 & 2 Certification based on ITIL principles• Completing senior management, People Leadership Programme
EDUCATION
The Open University
T102, Technology Foundation Course
Hugh Baird College, Liverpool
business and finance with core studies in IT, sales and marketing
SKILLS
ABOUT GARY LEADBETTER
An accomplished ITIL foundation certified Senior Service Delivery Manager with over 18 years’ experience in IT as a whole, with 8 at management level. Enjoys challenging environments, taking ownership of service issues and resolving complex technical problems. Demonstrates clear and confident communication skills to present information to both technical and non-technical audiences. Highly skilled in interpreting client’s needs and identifying solutions, whilst ensuring key stakeholders and third parties are efficiently managed. Possesses a proven track record in providing excellent customer service and managing multi-million value contracts and accounts simultaneously
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