Lee H.
Service Delivery Team Manager @Softcat
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WORK HISTORY
Service Delivery Team Manager @Softcat
Leeds, GB
Lead and develop a high-performing team of 9 Service Delivery Managers• Direct the strategic delivery of services to 240+ customers across 35 service lines, ensuring customers are at the heart of everything • Spearheaded the adoption and evolution of CX tooling (Planhat), aligning platform capabilities with customer journey insights and service performance metrics• Championed automation and process optimisation, significantly reducing manual effort and enhancing consistency• Instilled a culture of precision and proactivity, driving efficient, effective behaviours that consistently deliver a high-quality customer experience• Established and maintained robust KPI tracking and performance reporting frameworks, enabling data-driven decision-making• Successfully implemented scalable and effective support models• Simplify standardise key service processes, leveraging data insights to streamline • Serve as a key member of the Leeds office management team, acting as a strategic voice for non-sales functions within the broader sales community. Champion the value and impact of operational teams, ensuring their contributions are recognised, represented, and aligned with business success
EDUCATION
Cambridge Regional College
National Diploma, Construction Management
Netherhall School
GCSE, GCSE
Leeds Beckett University
Bachelor’s Degree, Business, Management, Marketing, and Related Support Services
ABOUT LEE H.
Dynamic, extremely organised and results-driven Service Delivery Team Manager with 10+ years in ITIL and Managed Services environments. I have a proven track record of leading high-performing teams and delivering operational excellence across complex service environments. I play a pivotal role in driving service quality, customer satisfaction, and operational excellence through structured governance, proactive service assurance, and continuous improvement initiatives.I thoroughly enjoy meeting new people from different cultures, industries and walks of life so please feel free to contact me about opportunities or business in general.
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