Will Douch

Will Douch

Service Manager for Colt Technology Services

Location
Cheadle, Greater Manchester, United Kingdom (Stockport, United Kingdom)
Industry
Telecommunications

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Will Douch's Overview

Current
Past
Education
  • Wolverhampton
  • Tupton Hall School
Connections

208 connections

Will Douch's Summary

I’m educated to degree level in Business Information Technology with additional qualifications in ITIL. I have over six years experience in service management, providing an excellent customer experience in a variety of areas throughout the product lifecycle, including pre-sales, service delivery, service assurance and change management. Previous to this, I worked for several years building a solid foundation in customer-facing, service delivery roles for both Colt and British Telecom. I have a comprehensive knowledge of managed services, data, voice and IP products.

I have excellent communication and negotiation skills, and the ability to build robust working relationships with a wide range of professionals. Always reliable and hard working, I can effectively lead a team yet work equally well fitting within a wider professional network.

One of my greatest strengths is problem solving in a diplomatic and considered manner. My focus is always to reach a positive outcome for my customer – this may entail liaising with various teams across Europe and India – going above and beyond the expected parameters of my role. I take satisfaction in knowing I always apply myself in providing the best service I can for my customers.

Will Douch's Experience

Service Manager

Colt Technology Services

Public Company; 5001-10,000 employees; COLT; Telecommunications industry

November 2008Present (6 years) Manchester

Service Manager for high profile and strategic customers, including Colt’s largest customer, acting as the customer’s advocate within my organisation. My customer portfolio includes BT, Cable & Wireless Worldwide (now Vodafone), Verizon, Reliance Globalcom, IPC, NYSE, Easynet, iBAHN, TNS, ATOS and PGi.

My responsibilities include:
• regular customer service meetings to review service performance of SLA’s and KPI’s;
• production and distribution of monthly assurance and delivery reports;
• trend analysis;
• supplier management;
• SLA negotiation;
• up-selling;
• problem management;
• project management;
• change management;
• root cause analysis and incident reporting;
• production, implementation and resolution of service improvement plans;
• overseeing service assurance and delivery escalations;
• continual service improvement;
• strong internal relationships with stakeholder teams or individuals who impact the customer;
• working closely with a variety of internal teams covering all aspects of the service lifecycle, sales, operations, billing, planned works/change management, business support, assurance and cease desk.

Customer Management Agent

Colt Technology Services

Public Company; 5001-10,000 employees; COLT; Telecommunications industry

March 2007November 2008 (1 year 9 months) London, United Kingdom

A single point of contact for a number of elite accounts, managing the delivery of services from order placement to hand over. My accounts include Cable & Wireless, BT, Barclays, SunGuard and Sprint.

My responsibilities included:
• accepting new orders and raising them onto Colt’s order handling system;
• technical validation;
• progressing orders from receipt through to completion;
• pro-actively updating customers via email, telephone and reporting;
• first level escalation point;
• change management;
• billing;
• resolving delays (customer and internal);
• regular customer meetings.

Service Delivery Co-ordinator

Colt Technology Services

Public Company; 5001-10,000 employees; COLT; Telecommunications industry

December 2005March 2007 (1 year 4 months) London, United Kingdom

My role was split into two aspects.

Service Delivery:
• liaising between the customer and relevant teams within Colt to ensure orders were completed within a standard lead-time;
• resolving rejections;
• setting Colt Promise Dates (CPD) and Expected Installation Dates (EID);
• Task Delay’s resolution;
• order query resolution.

Geographical and non-geographical number porting:
• raising all porting requests;
• technical validation;
• corresponding with other licensed operators;
• porting schedules;
• customer updates;
• change management.

Will Douch's Skills & Expertise

  1. Service Management
  2. Sla
  3. ITIL
  4. Service Delivery
  5. Servce Assurance
  6. Managed Services
  7. VoIP
  8. Incident Management
  9. IT Service Management
  10. Telecommunications
  11. Data Center
  12. WAN
  13. Change Management
  14. Problem Management
  15. Team Leadership
  16. MPLS
  17. Strategy

Will Douch's Certifications

  • ITIL Version 3 Foundation

    • APM Group
    • December 2010
  • ITIL Intermediate Examination: Service Strategy

    • EXIN
    • April 2012
  • ITIL Intermediate Examination: Service Operation

    • APMG-International

Will Douch's Education

Wolverhampton

BSc Hons Business Information Technology

19972001

Tupton Hall School

Contact Will for:

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  • job inquiries
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  • reference requests
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