Steve Harper
Service Delivery Manager @Digital Space
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WORK HISTORY
Service Delivery Manager @Digital Space
Working with all areas of Digital Space to ensure successful delivery of contracted services. Helping maintain, grow and develop customer relationships and acting as liaison between the customer and service teams when required and as point of escalation. Key Responsibilities & Achievements • Act as a Champion and promote Service Improvement on an ongoing basis to continually improve quality and increase customer satisfaction. • Customer and colleague stakeholder management. • Event escalation, priority incidents that have a chance of becoming customer impacting or already have. • Major Incident support including report creation as necessary. • Create, deliver and present Service Reporting • Hold, attend, chair Service Meetings and Reviews. • Ensure service review actions are tracked, progressed and stakeholders are kept informed of progress. • Continual Service Improvement Plan ownership and management. • Co-ordinate and compile timely, informative management information reports to a high standard. • Understand Products and Services and how customers can benefit from them. • Have a working knowledge of the underlying technology that underpins the services offered. • Be able to converse and explain services and technologies to customers. • Ensure customer concerns and queries are addressed, resolved and/or escalate in a timely manner. • Liaise with colleagues and stakeholders to progress outstanding issues. • Understand customer difficulties and translate them to enable efficient and timely resolution.
EDUCATION
Army Apprentices' College
BTEC Certificate
SKILLS
ABOUT STEVE HARPER
An experienced manager, has worked in both Service Delivery Manager and Project Manager…
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