John Waugh

Background

About John Waugh

My role consisted of service delivery to mission critical customers to ensure that there IT infrastructure was available percent of the time by ensuring that all proactive maintenance was performed by the engineers. This in turn was measured by myself and reported to the customer on a monthly basis by means of service value reporting. I was responsible to ensure repairs of any failures would be repaired within the agreed SLA with the customer. I was responsible for contract renewal and possible up sell based on the service delivered over the past contract year. I was also responsible for managing the relevant service providers that would do work on our behalf to deliver both proactive maintenance and reactive break fix service to the customer to ensure all SLA's were met. I also worked closely with the contracts department on structuring and pricing of contracts so as to compile contracts that meets the customer needs. I worked with the sales department to advise on customer system needs regarding upgrades and new equipment requirements. I was responsible for formulating customer support plans in consultation with the customer to meet the IT needs. I was responsible for the day to day activities of the engineers to deliver required services to the customer. I was responsible for customer relations both on a formal and informal basis. My responsibility was to be the customers trusted adviser for decisions made regarding IT operations. I was also responsible to ensure that spares where profiled based on the level of SLA that was agreed to with the customer for any reactive repairs that could be required.