📅 2017 - 2018
🧑💼 Role
Section titled “🧑💼 Role”| Position | Period |
|---|---|
| IT Service Manager | 2017 – 2018 |
🏢 Company
Section titled “🏢 Company”| BRITISH TELECOM | |
|---|---|
| Banco Sabadell (TSB Bank) | Barcelona (Spain 🇪🇸) - Hybrid |
📝 Description
Section titled “📝 Description”| Area | Details |
|---|---|
| Client engagement | Managed development and operations for TSB Bank relationship |
| Service governance | Oversaw incident, problem, and change processes strategically |
| Financial accountability | Managed cost and revenue performance of IT services |
| Compliance oversight | Ensured adherence to all regulatory and internal standards |
| Performance monitoring | Analyzed SLAs, KPIs, and customer satisfaction to drive service excellence |
| Team leadership | Led 5 direct FTEs and coordinated with 10 shared FTEs |
🚀 Achievements
Section titled “🚀 Achievements”| Initiative | Impact |
|---|---|
| Service improvement | Increased customer satisfaction by 30%, reduced incident resolution time by 15% |
| Team leadership | Directed cross-functional team of 15+ professionals for successful delivery |
| Security compliance | Achieved ISO 27001 compliance with zero audit findings via segmentation and firewall upgrades |
| Risk management | Built and deployed framework to identify and mitigate project risks |