Adam Fielding

The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

• Supervised operations of 24-hour customer service desk staffed by our partner HTC Global.

• Supervised daily operations to ensure efficient service delivery and patient satisfaction.
• Trained and mentored team members to enhance performance and operational effectiveness.
• Implemented process improvements that streamlined workflows and reduced service delays.
• Conducted regular performance evaluations, identifying areas of improvement for each team member.
• Established clear communication channels within the team, fostering a collaborative work environment.
• Developed strong relationships with clients, leading to increased satisfaction and retention rates.
• Managed efficient teams of up to 15-20 employees.