Leah Beharrell
Christchurch
Summary
Results-driven Service Delivery Manager with a strong focus on SLA management, billing accuracy, and data analysis. Committed to enhancing IT service delivery and fostering cross-functional collaboration to drive continuous improvement.
Overview
8
8
years of professional experience
3
3
Certifications
Work History
Service Delivery Manager
Spark/CCL
04.2022 - Current
- Oversee end-to-end delivery of IT services to clients, ensuring SLA compliance to align with contractual deliverables.
- Eliminate revenue leakage by delivering accurate billing data and assessing workloads for scope creep.
- Coordinated with cross-functional teams and vendors to achieve managed outcomes.
- Passion for data-driven analysis to drive continuous improvement, define, measure, analyze, enhance, and control processes.
- Lead and support transitional activities for new services, ensuring support teams are operationally prepared for success.
Service Delivery Coordinator
CCL
01.2021 - 04.2022
- Process accurate and timely billing.
- Audit client financials, identify and rectify any discrepancies.
- Analyse and consolidate data into reports for customers and internal stakeholders.
- General support for the Service delivery team and wider CCL.
- Assistance with major incidents.
- Identify, suggest possible improvements and own end to end.
- Ability to prioritize and multi-task in order to meet tight deadlines.
Service Desk Engineer
Computer Concepts Limited
09.2020 - 12.2021
- Documented solutions in knowledge base for future reference and training purposes.
- First point of contact for clients seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Investigate and determine the best solution based on the issue and details gathered.
- Walk the user through the problem-solving process.
- Record events and problems and their resolution in various ticketing systems.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements to prevent user from experiencing issue infuture.
Club manager
Snap Fitness
09.2018 - 07.2019
- Managed a team of 5 employees.
Ensuring all Health and Safety legislations and policies are adhered to on site.
Manage club finances including expenses reconciliation, banking and budgeting.
Following up with overdue accounts, bank issues and debt recovery.
Setting up business partnerships.
Dealing with enquiries by phone, email and face-to-face.
Booking and guiding potential members through tours.
Promoting fitness centre through organising promotional events.
Monitoring fitness centre website and social media platforms.
Maintaining all facility equipment (gym machines, CCTV, alarms etc)·
Effectively resolve employee and member issues in a timely manner.
Skills
- Service level agreement management
- Data analysis
- IT service delivery
- Cross-functional collaboration
- Billing accuracy
- Customer relationship management
- Performance improvement
- Client relationships
- Problem solving
- Effective communication
- Continuous improvement
- Vendor management
- Incident resolution
- Process optimization
- Workload management
- Conflict resolution
- Third-party contracts
- Operations support
- Risk mitigation
- Incident management
- Customer engagement
- Client relationship management
- Customer satisfaction
Certification
Certified in ICAgile (ICP-ATF)
Accomplishments
SDM Spark awards
Timeline
Service Delivery Manager
Spark/CCL
04.2022 - Current
Service Delivery Coordinator
CCL
01.2021 - 04.2022
Service Desk Engineer
Computer Concepts Limited
09.2020 - 12.2021
Club manager
Snap Fitness
09.2018 - 07.2019