Scott Hume

IT Service Delivery Manager @Cloudsquared

Auckland, NZ

During my tenure at CloudSquared, I assumed a multifaceted role initially centered on overseeing the IT service desk and implementing policies and procedures to support the company\'s growth. As part of my responsibilities, I collaborated with various clients on-site to comprehend their IT challenges and collaborated with them to find effective solutions.My scope of responsibilities expanded to working closely with key clients, engaging with internal staff or senior management to address issues and ensure project timelines were met. I also served as the primary escalation point for critical issues, acting as a liaison between key clients and senior internal staff, ensuring timely assistance for issue resolution.Key Achievements:• Managed and provided mentorship to staff members.• Cultivated relationships with key stakeholders at diverse client organizations.• Enhanced and sustained service levels through continuous improvement efforts.• Developed and refined processes and policies to streamline support from the Service Desk.• Served as the primary contact for escalations, even outside regular working hours.• Monitored all tickets within the service desk, ensuring timely resolution.• Fostered and managed executive-level relationships for both the IT department and CloudSquared.• Ensured the availability of the appropriate resources for clients.• Resolved critical issues for clients, maintaining transparent communication during outages.• Enforced adherence to Change Management processes and obtained necessary approvals.• Led and managed IT projects on behalf of clients.

fourways High School

Matric