Karen Taylor

Experience

• 

  Centurion Pkg

  Jan 1990 - Jan 1995

  Admin
• 

  Atos

  Jan 1997 - Jan 2012

  Account: Alstom - Global account, responsible for the support and management of the Service Desk and Distributed Computing. Activities included:-• Managing a team of Desktop Support Engineers in various locations• Dealing with day to day operational issues and customer complaints• Creating and maintaining processes, ensuring engineers adhere to the processes.• Handling of project request and liaising with third party SCC to secure resource• SLA management• Attendance at following meetings, chairing and minute taking:- o Fortnightly Issue & Action meetings with customer o Monthly Service Reviews with customer o Fortnightly Engineer meetings will all engineers and SCC Account Manager o Fortnightly Service Desk meetings internal and with customer o Monthly Global Account meetings with Delivery Managers from other countries o Fortnightly Issue logs with Third Party SCC o Monthly Service Review with Third Party SCC• Reporting: o Producing monthly service pack for customer and presenting in monthly Service Review o Producing monthly settlement sheet for invoicing• Managing third party contractor SCC o Attending regular weekly meetings and monthly service reviews Show less Account: NFUM - Responsible for the support and management of the NFUM Infrastructure including Desktops, Mainframe, Servers, Security, Voice and others, large account with a large number of Service Lines within MO supporting this customer. Activities included: • Dealing with day to day operational issues escalating where necessary• Attending as the only AO representative at the fortnightly Operational Service Reviews with customer, minute taking. • Attending monthly Service Delivery Committee with Senior SDC, CSIP Mgr and Customer. • Fortnightly internal service reviews, chairing and taking minutes• Chairing and taking minutes for Internal Service Reviews, held fortnightly • Updating R&I, SIP and Complaint logs, responding to customer complaints. • Responsible for ITIL areas, reviewing processes, ensuring these areas are meeting customer expectation. Initially Service Management were responsible for these roles, transitioned these roles into Crewe Service Desk during 2008.• Monthly Reporting, Dashboard Report and OSR Report, ensuring availability statistics are calculated correctly and where sla's have been missed all incidents / requests are reviewed to identify why, this is to avoid having pay penalties.• Monthly Reporting against SLA’s, where SLA’s missed responsible for reviewing and validate why. • Ensuring Assyst and USD kept in step due to interface between toolsets ie categories, referral groups, also involved in setting up workflow tasks• Covering for Snr SDM, approving timesheets, purchasing etc.• Managing third parties RRD and Selection Services, produced Process docs for RRD and also assisted with Call allocation and engineer guidelines for NFUM, monthly service reviews with Selection Show less

  • Service Manager

    Jul 2011 - Jan 2012

  • Operations Manager

    Mar 2010 - Jul 2011

  • Junior Service Manager

    Mar 2007 - Mar 2010

  • Various

    Jan 1997 - Mar 2007
• 

  Atos

  Mar 2012 - now

  Virgin Trains - Rail Operations, Retail and Managed Service provision (started March 2013)Go Ahead Group - Data Centre Services and Southern Railway Service Desk provision. (ended 2015)

  • Senior Service Delivery Manager

    Nov 2019 - now

  • Client Manager

    Mar 2012 - Nov 2019