Paul Cunningham
Service Delivery Manager @Amari Metals
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WORK HISTORY
Service Delivery Manager @Amari Metals
Birmingham, GB
Responsibility for IT Service strategy and Tier 1, Tier 2 and System teams with 3 direct reports and 14 team members. Created service level agreements and department kpi’s to ensure customers’ expectations were achieved by resolving incidents a month. Identified and implemented key service improvements such as Change Management, Knowledge Management, Request Fulfilment, Major Incident Management and both customer and supplier service reviews. Project managed Service Now into the business with overall software responsibility including road map.
EDUCATION
Warwickshire College
BTEC, Information Technology
Lawrence Sheriff School
Alevel
Bilton High School
GCSE
SKILLS
ABOUT PAUL CUNNINGHAM
I am a confident and enthusiastic manager with 15 years’ experience in the emergency telecommunications, financial services and metal stockholder sectors. A dynamic and results-orientated professional with finely honed expertise in management, ITIL best practises and service delivery. I possess comprehensive ITSM best practise knowledge which enables me to identify clear opportunities for improvement and develop effective strategies to drive change.
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