Lloyd Dunse

Service Manager @Ideagen

Nottingham, GB

Responsible for adherence to agreed service processes, and provision of regular service level & management reporting• Own and develop service management processes within the function, with a focus on incident, problem, and change• Responsible for ensuring critical incidents and problems are monitored and resolved within SLA• Coordinate with resolution teams, establish effective communication and escalation between stakeholders, and own post-incident reviews and problem management• Ensure service quality measurements are in place and a service excellence ethos is always promoted• Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary• Ensure service improvement plans are in place to drive continual service improvement to enhance our services and support, driving operational excellence• Close working relationship with the acquisition teams for the integration of product related operational environments. You will work with the newly acquired business and the relevant Ideagen teams to help integrate the new business units

Denbigh School

GCSE

Wolverton Colleage

NVQ Level 2