Lisa Colbourne

Experience

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  Hays IT

  Mar 2002 - Aug 2003

  IT Puchasing Coordinator

  • Responsible for purchasing hardware and software for various divisions within Hays Logistics.• Maintaining monthly SLA’s and producing KPI reports.• Obtaining quotes from suppliers and providing these to customers.

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  Ingram Micro

  Sept 2003 - Dec 2004

  Customer Services Advisor

  • Attended Customer Review Meetings to discuss customer queries and trend analysis.• Daily communication with Couriers to obtain ETA’s, PODS or escalate issues.• Dealt with customer complaints

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  Computacenter

  Jan 2005 - Dec 2009

  Team Leader

  • Management of 7 different client contracts, including Gist, Northern Foods, Tradeteam, Channel 4, Freemantle Media and Threadneedle• Managing a team of 14 analysts, including 3 Incident Managers and 1 Major Incident Manager• Delivering presentations to and for Senior Managers• Managing team performance improvements/progression (monthly 1-2-1's, Performance a Improvement Plans, Personal Development Plan, adhoc meetings upon request)• Maintaining KPI’s (Key Performance Indicators)• Attending Service/Operational Review meetings• Managing/ Producing SIP (Service Improvement Plan) Reviews• BTO (Business Take On) and BAU (Business As Usual) Management• Providing support for the Delivery Manager• Exception (SLAM)/eCSQ (electronic Customer Satisfaction Questionnaire) Reporting• Daily Escalation Management and trend analysis.• Due Diligence (Process Improvement)• Data Quality• Rota Management and approving timesheets• Minute taking for Senior Management meetings• Conference Call Management Show less

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  ISOFT

  Jan 2010 - Dec 2010

  Problem Manager

  • Introducing and implementing the Problem Management function into certain areas of the business• Managing Problem Records for iSOFT patient systems. Eg. i.Patient Manager, i.Clinical Manager• Compiling Business Justification letters for Senior Managers

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  T-Systems

  Dec 2010 - Oct 2012

  • Daily interactions with my client, TUI Travel PLC, managing day to day activities and escalations.• Responsible for local management of customer relations and customer expectations including further development of existing business• Strongly cooperating with internal and external delivery parties in all phases of the delivery agreement to ensure a maximum of efficiency• Assisting the co-ordination of service management processes with the relevant teams (for example incident, problem and change management)• Ensuring that the Service Level Management processes and toolsets are effectively implemented, maintained and aligned with client reporting requirements• Daily interactions with international parties. For example, ensuring processes delivered in the UK were communicated effectively to the German Group (Deutsche Telekom), working closely with colleagues in Debrecen, Hungary where part of TUI's Service Desk were based and working with 3rd parties based in multiple different countries. • Regularly communicating to TUI Travel PLC information from our standardised reporting• Attending/running monthly Service Review Meetings with TUI• Attending monthly Service Review Meetings with suppliers (eg, Talk Talk, Cable & Wireless, T-Mobile, Verizon and Siptel)• Attending/running monthly Service Improvement Plans, where required• Taking part in making improvements to the service delivery consistently in time, quality and costs• Manage customers RFS (Request for Service) requests for new shops, shop closure, or adhoc project work for TUI Show less • Supported the Customer Business Manager to manage the commercial, technical and relationship performance of the account (TUI Travel PLC)• Management and Reporting of IMAC requests and run rate• Monitoring and Reporting of usage against contractual thresholds• Management (with TUI) of the Aged Debtors process and reporting to minimise disputed invoices. Work with TUI to address any disputes• Ensure all aspects of the invoicing process are fully documented and establish regular reviews• Raising & management of Credit Notes Show less

  • Service Delivery Manager

    Jan 2012 - Oct 2012

  • Customer Business Analyst

    Dec 2010 - Dec 2011
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  Produban

  Nov 2012 - Dec 2013

  Major Incident Manager

  • To perform Major Incident and Problem Management for Produban ensuring service outages are minimised and carrying out root cause analysis to implement permanent fixes to eliminate service interruptions & incidents. • Acceptance and ownership of service requests.• Adherence to agreed Incident and Problem processes and procedures. • Liaison with technical resolver teams and third parties based in various countries (America, Spain, Poland).• Production of accurate, appropriate and professional MI reports. • Creation and ownership of support documentation and procedures. Show less

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  Northamptonshire County Council

  Jan 2014 - Aug 2014

  ITIL Service Manager

  • Daily management of all the ITIL principles, including Incident, Problem and Change Management• Daily communications across all levels of NCC Infrastructure• Attending/chairing Supplier Review meetings on a monthly or adhoc basis• Taking ownership of the ITIL Process documentations for all principles

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  Computacenter

  Sept 2014 - Dec 2014

  Service Level Manager

  • Ownership, management and continual improvement of customer’s IT services to meet contractually agreed levels ensuring that IT service is delivered• Responsible for delivery/content and commentary of the contractual SLA performance content of all CC customers’ Contractual Service reports• Accountable for the continual review of the SLM process and Service Fundamentals against contractual and business requirements

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  Whitbread

  Jan 2015 - Oct 2015

  • Represent Whitbread in Service Operations Meetings and Service Reviews • Review all major/minor changes and projects affecting areas of responsibility, checking the impacts each change has on the business• Ensure OLA’s, SLA’s and third party supplier agreements are in alignment with and capable of delivering services within contracted timeframes• Initiated SIP’s (Service Improvements Plan’s), Risks and managed general business escalations• Building close relationships with key stakeholders within the business Show less

  • Service Operations Analyst (Contract)

    Jul 2015 - Oct 2015

  • IS Service Delivery Manager - Premier Inn (Contract)

    Feb 2015 - Jun 2015

  • Service Delivery Analyst (Contract)

    Jan 2015 - Jan 2015
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  Merchants

  Dec 2015 - Mar 2017

  Client Delivery Manager (Perm as of 1st Nov 2016)

  As a CDM, I am responsible for the delivery or services to one or more clients. Some of my responsibilities include:• Manage the delivery of service by establishing the relationships with the client and services organisation, agreeing the points of interaction, managing services budget and ensuring continuous delivery of the service according to the SLA.• Manage all service complaints/issues in the environment • Accountable for ensuring that a culture of service management excellence is developed and maintained by the delivery team by demonstrating strong leadership qualities.• Drive the resolution of escalated incidents and problems • Managing software license renewal agreements with vendors and negotiating rates.• Ensuring the identification of risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or delivery impact to clients.• Assist the Sales organisation to identify opportunities to up sell services and to track other opportunities that may emerge. Show less

• 

  Dimension Data

  Apr 2017 - Mar 2020

  Service Delivery Manager

  (Tuped from Merchants)

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  NTT DATA, Inc.

  Apr 2020 - now

  Service Delivery Manager

  (Tuped from Dimension Data)