Louise Lawson
Senior Service Delivery Manager @NTT DATA
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WORK HISTORY
Senior Service Delivery Manager @NTT DATA
To Manage, monitor and measure all centralized group IT service delivery into the region• Perform service governance to ensure highly available services to region that are in line with defined SLAs• Drive continual service improvement with IT state holders to optimize support and improve clients experience• Service escalation point for service experience issues• Act as a communication point during major incidents and critical escalations to business stakeholders• Ensure appropriate change management communication is adhered to for any planned maintenance in conjunction with Service Ops and Delivery provider• Provide reporting input into service reviews with teams to ensure alignment with delivery providers on IT priorities• Consolidate operational reports and produce monthly service management reports• Identify, review, and implement opportunities for digitalization to enhance real-time delivery performance and reporting.• Role incorporates internal Supply management to oversee the supply chain of services from supplier to customer:o assess supplier performanceo define and set expectations that ensure suppliers meet/exceed expectations in order to maintain a high level of quality and service for the companyo maintain a strong supplier relationship with regular communication, address concerns/issues that may arise and work collaboratively to resolve any problemso manage annual renewals
SKILLS
ABOUT LOUISE LAWSON
Experienced Service Manager with a proven track record in overseeing end-to-end service delivery processes. Working across multiple time zones and cultures. Adept at managing client and supplier relationships, optimizing operational efficiency, and ensuring seamless service delivery. I am an expert in delivering high-quality, compliant, and reliable IT services in line with the defined SLAs. ITIL Version 4, Complete Product Management, and Lead Implementer: ISO/IEC 27001 certified, which showcase my skills set in service governance, service improvement, and information security management.My passion is to optimize support and enhance clients\' experience by driving continual service improvement, developing effective processes and procedures, and acting as a day to day communication and escalation point during major incidents and critical issues. With strong skills in global service desk management, project and product delivery, and supplier lifecycle management, each provide me with the experience and understanding to deliver value-added solutions to the business and the end users. I am proud to be part of a team, where I can leverage my expertise and contribute to the service excellence.
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