Simon Mills
Service Level Manager @Optimizely
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WORK HISTORY
Service Level Manager @Optimizely
London, GB
Monitor performance of the service against agreed SLAs and KPIs•Conduct Operational meetings and service reviews•Escalation Management and Coordination of resources for complex issues•Establish Service Improvement Plan (SIP) if required•Proactive Support and Oversight of Support Tickets
EDUCATION
Heronswood School
Information Technology
SKILLS
ABOUT SIMON MILLS
An experienced service delivery/customer manager with a keen eye for detail and a positive attitude. Able to work at all levels of a customer’s organisation, focusing on building great working relationships to ensure the best customer outcomes. Working in this type of role since 2007, a self-starter with a good understanding of ITIL principles, along with excellent communication and persuasion skills, in addition to a strong technical support background. Experience across a broad range of industries including banking, insurance, aerospace, pharmaceutical and automotive.ITIL 4 Foundation – Service Delivery – Incident Management – Problem Management and Root Cause Analysis – Customer Advocacy – Excellent communications skills – Ability to work at all levels of customer business - GDPR - Strong Technical Background – Expert level knowledge of OpenVMS operating system – Working knowledge of Windows/Unix in SAN/NAS environment
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