Jack Broderick

Information Technology Service Delivery Manager @Whitbread

Lead the IT service delivery for a large-scale global contact centre, ensuring high levels of customer satisfaction and operational efficiency.• Lead and oversee End User Computing (EUC) services for the Whitbread Support Centres and Premier Inn hotel estate, partially managed by a third-party provider.• Manage an annual budget of £5 million, ensuring accurate allocation and expenditure tracking.• Technology transformation projects, including the implementation of a new telephony solution for over 250 colleagues, AI Chatbots, and the rollout of a new Hotel Management System. • Collaborate with stakeholders to define service level agreements (SLAs) and ensure compliance.• Oversee incident, problem, and change management processes, adhering to ITIL best practices.• Conduct regular service reviews and implement continuous improvement initiatives to enhance service delivery.• Coordinate with vendors and third-party service providers to ensure seamless integration and support of IT services.