Luton, United Kingdom

Williams Lea

Major Incident & Problem Manager

Service Delivery Manager

A central operations role combining service delivery and client relationship management for a portfolio of 34 buildings and over 2000 clients. Key responsibilities include;

Client relationship management 
-  Forging relationships with high profile clients from a variety of sectors, reviewing satisfaction levels, investigating and resolving over 200 service and operational issues resulting in customer retention and maximisation of profit 
-  Designing and implementing customer initiatives and improvement to existing services and processes to position the EOG brand as serviced office provider of choice

Service operation and supplier management
-  Building relationships with suppliers and service providers that result in the strengthening of both businesses, demonstrating effective negotiation skills in contract renewals 
-  Responsible for management of IT, AV, copiers and franking contracts 
-  Role broadened to include the management of hard and soft services throughout the estate working alongside the Property Operations Manager

Project management 
-  Management of project teams with responsibility for implementing and upgrading services
-  Identifying timescales, ensuring effective asset management and purchasing against budget 
-  Identifying risk and developing business continuity plans to maintain services at all times

Staff management and development
-  Company representative for customer service training, involving a range of teams to ensure emerging customer needs are identified and responded to, utilising internal and external information such as satisfaction surveys and customer service forums 
-  Producing procedural manuals to support staff and ensure brand standards are adhered to
-  Continued involvement in centre staff recruitment and management

Communication and administrative skills 
-  Advanced use of IT systems such as Office, CRM and IT platforms
-  Excellent communication skills and a natural ability in dealing with people at all levels of seniority.

Executive Offices Group

Customer Services & IT Manager

- Initially managed the Palladia branded Covent Garden office with over 161 client workstations and four members of staff 
-  Later promoted to manage four newly acquired centres within the Grosvenor estate with over 400 client workstations and nine members of staff 
-  Responsible for the running of the centre, including day-to-day operations, staff management, troubleshooting all problems that arise and ensuring maximum office occupation
-  Maintaining relations with head office, sales and external suppliers as well as the business centre and maintenance teams, ensuring motivation and development within their roles
-  Account manager for all clients, responsible for issuing license agreements, monthly billing, resolving all issues, authorising accounts/invoices and budget management for the centre. 
-  Building facilities manager with responsibility for all hard/soft services and health and safety matters

Danielle Hinves