Thomas Matheis
Head of Managed Services at Smarter Grid Solutions @Aspen Solutions - Cyber Security & IT Support
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WORK HISTORY
Head of Managed Services at Smarter Grid Solutions @Aspen Solutions - Cyber Security & IT Support
Inspiring and passionate leader responsible for managing a team of renewable energy engineers and Service Desk• Set up new global Managed Service Practice based on ITIL best practices; defined departmental KPIs and key processes around incident management, problem management and change management• Carried out service reviews with key Distributed Network Operator customer stakeholders across UK and North America with proactive focus on Continuous Service Improvement (CSI)• Empowered team members in the achievement of departmental and personal development targets through effective dialogue in monthly 1-2-1s and yearly appraisals• Extensive leadership and mentoring skills enabling team members to grow and fulfil potential in various areas of the business and develop long-term, value-adding business relationships with customers• Collaborated with wider management team to create and enhance processes, skills and service delivery• Achieved 100% positive customer satisfaction from 20••••25 and 97% resolution times SLA compliance across global customer base• Consistently exceeded 65% profit margin on support contracts• Generated additional annual revenue through value-adding Change Requests or enhancements to support contracts• Spearheaded a cross-departmental task force to streamline resolution of bug fixes and root cause analysis, greatly reducing average resolution times
EDUCATION
The University of Stirling
BA (Honours) French and Diploma in Education
University of Paisley
PgD/ MSc European Information Technology Support
SKILLS
ABOUT THOMAS MATHEIS
Strategic service management leader with 20+ years’ experience building and transforming…
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