Marian G.
IT Service Delivery Manager @Tecd Solutions Ltd
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WORK HISTORY
IT Service Delivery Manager @Tecd Solutions Ltd
Hook, GB
Role Responsibilities and Achievements:• Service Desk Operations: Managed day-to-day service desk operations, ensuring tickets were prioritized, assigned, and resolved within SLA targets.• Automation & Service Improvement: Spearheaded automation initiatives to streamline processes, enhancing service efficiency and overall workflow.• Software Implementation: Introduced and piloted the implementation of new software ITSM Halo PSA, Huntress ITDR and EDR solutions, improving system capabilities and user experience.• Project Management: Lead IT projects from inception to completion, overseeing all phases of project management to ensure timely and successful delivery. • SLA Review & Reconfiguration: Reviewed and reconfigured SLAs and performance calculations to align with business goals and improve service delivery. • Service Delivery Management: Hold responsibility for both project execution and overall service delivery, ensuring quality standards and stakeholder satisfaction were met.These contributions improved operational efficiency, elevated service levels, and delivered successful projects.
EDUCATION
HLC
Certificate in Business Management
The Open University Business School
Introduction to computer forensics and investigations
APMG
ITIL® Foundation , Information Technology
CIM | The Chartered Institute of Marketing
Marketing, Marketing
The Open University
Introduction to cyber security
ABOUT MARIAN G.
Commercially minded ITIL professional with extensive experience in managing, building, and enhancing IT services across customer-facing and support environments.Skilled in deploying, supporting, and leading IT support services and cybersecurity solutions, including ITDR, EDR, NinjaRMM, HaloPSA, ConnectWise, and IAM.If you’re looking to transform your support operation or drive new revenue through improved services or fresh offerings, get in touch.
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