Open to opportunities

Vivian Lines

@vivianlines

Service Delivery Manager driving IT managed services performance, customer outcomes, and continual improvement across global portfolios.

Zimbabwe

Message

What I'm looking for

I’m looking for a role where I can own end-to-end service delivery for global or multi-region IT managed services—driving KPI/SLA performance, continual improvement, strong stakeholder relationships, and measurable customer outcomes while scaling teams and ensuring profitability.

I’m a Service Delivery Manager at Littlefish, delivering high-quality IT managed service contracts across public and private sectors. I own customer relationships from a service delivery perspective, translating contractual obligations into measurable performance and value across energy, media, insurance, and public sector portfolios.

In my current role, I lead end-to-end managed service delivery for a global portfolio supporting 8,000+ users across ~30 countries, with multilingual support in English, Portuguese, and Spanish. I manage KPIs and SLAs (weekly, monthly, quarterly), chair MSRs, QBRs, CSI, and risk reviews, act as primary escalation, oversee major incident management where required, and drive continual service improvement through problem and change management.

Previously, I delivered a full managed services contract for a UK police force, including a dedicated service desk, infrastructure and desk-side support, and the force transition into support with risual. I’ve helped raise service outcomes to an average 75 NPS (from 35 in Oct 2023) and 90%+ average CSAT positive (from 80% in Oct 2024), while leading matrix teams, change governance via CAB, and service profitability aligned to contracted staffing models. I also hold a City & Guilds Diploma for Operational Managers and Leaders and am currently working toward an L5 Operations Manager apprenticeship.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager

Current

Littlefish

Apr 2023 - Present (3 years 2 months)

Led end-to-end delivery of IT managed services across service desk, infrastructure, desk-side support, and a Cyber Security Operations Centre function for a global portfolio supporting 8,000+ users across ~30 countries. Improved customer experience to 75 average NPS (up from 35 in Oct 2023) and 90%+ average CSAT (up from 80% in Oct 2024) while managing KPIs/SLAs, escalations, incident management,

IT Service Delivery Service Desk SLA Management Major Incident Management Stakeholder Management Multilingual Customer Support Continuous Improvement Change Management Escalation Management

Service Delivery Manager

Risual

Oct 2022 - Apr 2023 (6 months)

Led end-to-end delivery of a full IT managed service contract to a UK Police force, including service desk, proactive infrastructure services, network support, and desk-side support, as well as transitioning the force into support with risual. Managed a team of 23 via matrix leadership, delivered a budget aligned to a contracted staffing model to maintain 20%+ minimum profit, and chaired weekly CA

IT Managed Services Service Desk Management Infrastructure Support Network Support Change Management Budget Management P&L management Matrix Management Service Reviews (MSR QBR)Transition Management

Partner Account Manager

Risual

Sep 2019 - Jul 2021 (1 year 10 months)

Managed the partner ecosystem and supported partner sales by integrating partner opportunities to deliver comprehensive, end-to-end solutions for customers. Delivered Microsoft-funded FastTrack benefit deployments, supported procurement/service delivery for a major customer transition into a full SIAM service, and acted as a conduit between partner and risual senior management teams.

Partner Management Microsoft Licensing Procurement Strategy Sales Enablement

Price Control Administrator

Sainsbury's

Sep 2018 - Feb 2019 (5 months)

Maintained store reporting covering tills, scales, store balance, and health and safety, and administered product pricing in line with Head Office requirements. Supported in-store advertising campaigns and ensured accurate operational reporting.

Price Administration Till And Scale Reporting

Office Administrator

Trussform Ltd

Jul 2018 - Feb 2019 (7 months)

Processed new customer enquiries from initial request through design, order acknowledgement, and construction order progression. Completed end-of-month reporting, managed customer invoicing, and processed supplier invoices to support monthly financial operations.

Customer Administration Order Processing Invoicing Supplier Invoice Processing Document Processing Data Entry