Siobhan Kiernan

Experience

• 

  Greene King

  Jan 2014 - Sept 2017

  Assistant Manager

  Assisting in the overseeing of the daily operations of a busy public house in the heart of a community. Collaborating with the General manager and supervisors to implement and enforce company policies, procedures and guidelines.Assisting in the management of the budgets, controlling costs, and maximising profits of the business.

• 

  Fujitsu

  Sept 2017 - now

  Operating as part of a wider Operational Service Management team, representing the customer with a focus on Change Management. Demonstrating a keen ability to lead and manage the transition and transformation processes, ensuring seamless integration and operational excellence. Adept at driving innovation and fostering a culture of continuous improvement to meet and exceed organizational objectives.Key Contributions:• Collaborated with cross-functional teams to manage and implement changes effectively• Spearheaded change enablement initiatives, streamlining processes and reduced active change orders by 25%• Lead Change Enablement initiatives to enhance service quality and reliability• Monitor and report on service performance, identifying areas for improvement• Develop and maintain strong relationships with stakeholders to ensure their needs are met Show less Oversee multiple aspects of service delivery and account management for a number of accounts held within a shared service operating model, encompassing end-to-end services from 1st line to 3rd line support. Functioned as part of the central escalation point for multiple customer stakeholders. Manage service levels, produce and review a variety of Service Level related reports. Key Contributions: Cultivated and maintained professional working relationships with stakeholders, building trust due to lack of delivery Fostered collaborative environment enabling cross function role sharing throughout internal support teams and enhanced internal communications Identified and eliminated account risks by conducting periodic service reviews and scheduled reporting Introduced a successful local recruitment process Produced formalised documentation for existing processes Show less Supervised multiple teams of 15-20 analysts on a technical support customer service desk, serving high-profile customers, ensuring smooth operations, and maintaining a high-energy, knowledgeable, and committed work environment. Administering HR-related tasks, including return to work documentation, health and safety records, and yearly appraisals for all staff. Key Contributions: Implemented performance management for teams and imposed adherence to strict Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) Conducted monthly 121 meetings with all team members and communicated key messages in a clear and concise manner Minimised impact to customers by proactively responding to call arrival patterns and trends within quick timeframes Consistently managed highest-performing team on the service desk, outperforming 5 other teams Implemented and achieved a “Get to Green” plan for a team that was failing KPIs they were solely responsible for, within 2 months Show less Documented actions taken for improvement and created best practice guides, whilst reporting service desk performance to senior management. Maintained high service standards through conducting quality monitoring. Key Contributions: Achieved an SLA of 98% of calls answered within 30 seconds by leading teams of 15-20 analysts, introducing innovative techniques, and integrating second line tasks to first line Identified call arrival patterns and trends proactively and implemented strategic measures to address issues Show less Served 240,00+ users by delivering first-line support via phone, email and live chat functionality for workstations, laptops, network, and office applications. Responded to technical inquiries and provided assistance with product/service issues. Entertained change requests for multiple networks under ATLAS contract. Maintained accurate records of customer interactions and resolved complaints promptly and diligently. Key Contributions: Expedited issue resolution by co-ordinating with cross-functional teams; providing timely updates to users about progress of issues Maximised customer satisfaction by consistently offering effective solutions to customer inquiries and issues Show less

  • Service Delivery Manager

    Oct 2024 - now

  • DJSC Service Process Lead

    Oct 2022 - Oct 2024

  • Capability Lead

    Apr 2021 - Oct 2022

  • Service Desk Team Manager

    Oct 2020 - Apr 2021

  • Service Desk Deputy Team Manager

    Aug 2018 - Oct 2020

  • Service Desk Analyst

    Sept 2017 - Aug 2018