Service Delivery Manager
Rita Jesson is responsible for managing all the service delivery for the clients involved with Ajilon Consulting. Rita has extensive Human Resources and IT experience, with a good understanding of current legislation. Her in-depth knowledge and experience in service delivery means she has gained a vast scope of knowledge and experience in all avenues of the business from personal and recruitment to HR to service delivery. Rita has been with Ajilon Consulting for some 17 years and has developed a second to none knowledge of transitioning and consolidation of service desks. Rita is also responsible for several of our 24/7 operations desks some of which are multi-lingual.
WWIS Desk Team Leader
Mick Tejani leads a multi-lingual team based in Kodak Ltd Headstone Drive Harrow on the client service desk. This involves organising, structuring, implementing processes and procedures, investigating and improving helpdesk resolution rates, and building a professional working relationship with the client. Other job requirements include staff mentoring, staffing and communication.
Mick’s current project includes many challenges that include ensuring service delivery as per client expectations, call analysis and investigation, implementing processes to improve the service desk to a professional standard, and liaising with senior IT managers to address IT related Issues.
Operations Manager
Dave Hammett is responsible for the day to day operations management of the O2 / IBM Command Centre based in IBM in North Harbour, Portsmouth. He has overall responsibility for the management of O2's retail and private sector Customers Billing , O2's on-line, shop application, infrastructure support, and the eight person team that goes with it, consisting of operations analysts working 7 day 12 hour shifts on a seven-on, seven-off basis. Dave has IT experience within IBM and abroad for over 28 years and covers periods of managing teams , change and incident management (ITIL) , project management (PRINCE 2), programming , application support and development , 1st and 2nd level technical support, as well as a vast experience in AIX, UNIX , DB2 , Windows and Mainframe. He's responsibilities include but are not limited to managing the overall running of the command centre from a technical and management point of view as well as managing all the day-to-day personnel issues that may arise. Through Dave's management experience he has been able to increased the focus on the IBM O2 Command Centre to that of a competent and professional operations environment pro-actively monitoring and fixing over 99% of O2's problems before they hit the coal face.
Technical Lead
Gary Worsfold is currently the Technical Lead within the O2 Command Center. He is responsible for all Technical Information, Procedures, Updates and Actions within the Command Center, with an emphasis on service improvement.
Gary is based in North Harbour in Portsmouth, UK and work on the O2 project on behalf of Ajilon. His role entails looking after the online presence, infrastructure and billing operations of O2 on behalf of IBM, within an account with very aggressive SLA's and a very high level of Senior Executive visibility.