James McDermott

IT Service Delivery Manager @Peel Ports Group

As part of the senior IT management team, I manage 1st, 2nd, 3rd line & application support teams, this enables the delivery of a high-quality service to end users in a high-pressure environment (department for transport classified critical infrastructure) Focusing on ensuring the continuation of the supply chain to the UK and ensuring user support calls are managed to agreed service levels and team KPIs and SLAs are met, I make sure appropriate escalation exists within the team and that the team continues to develop. I am responsible for how support is delivered from Group IT, proactively suggesting and implementing changes to process and/or systems in order to best support the business. I have excellent customer facing skills and the ability to nurture a customer service culture, leading by example and acting as a hub for all support activities liaise with internal stakeholders as well as managing external support relationships to deliver an efficient service.