Tim Burgess

Experience

• 

  Tnt international

  Jan 2000 - Jan 2001

  Sales Executive
• 

  Dods Group PLC

  Jan 2004 - Jan 2011

  Sales Manager
• 

  Virtual Internet UK Ltd

  Nov 2011 - Feb 2014

  Account Manager

  Part of the UK2 Group, VI provides managed services specializing in public and private cloud hosting offering tailored service level agreements.At VI I have worked as both an account manager focused on both existing and new business accounts and channel manager responsible for looking after all channel partners and bringing on-board new reseller and referral partners.

• 

  UK2 Group

  Feb 2014 - Jul 2016

  Service Delivery Manager

  Responsible for the management and relationship of largest managed service customers within UK2 Group. Ensuring service levels are consistently met including SLA management and incident management. Taking ownership of client issues and ensuring resolution through to service satisfaction.• Manage support requests and co-ordinate support teams to deliver within agreed timescales/ SLA’s.• Manage on-boarding and implementation of new Customer solutions.• Act as main point of contact for customer escalations.• Manage Customer projects and oversee implementations for on time delivery.• Schedule Customer maintenance windows and ensure appropriate quality checks have been completed.• Validate, negotiate and process service credits.• Review service failures and produce incident reports when required.• Perform regular service review meetings with clients.• Produce and maintain service improvement plans. Show less

• 

  Lumen

  Jul 2016 - Aug 2021

  Senior Client Service Partner
• 

  Lumen Technologies

  Aug 2021 - Oct 2023

  Lead Client Service Partner
• 

  Colt Technology Services

  Nov 2023 - now

  Lead Client Service Manager