"We need a Service Delivery Manager, its something to do with Customer Service, you use to be a Retail Store Manager so you know a bit about that ...... you can be ours"
That was my introduction to ITSM, a chance discussion when I was an IT Training Project Manager at Iceland Frozen Foods launched me into what has been a fantastic career in an IT Sector that continues to excite me. Obviously I quickly discovered it was about more than Customer Service but that focus has continued to underpin my interpretation of the ITIL service management framework regardless of what discipline I have delivered or led.
I have been fortunate to spend the last 11 years in this area with 8 of these in a Head Of Service role.
My current placement is with Yodel which is due to finish around the start of March 2014.