James Mahoney

Dynamic and results-driven Head of Service / Service Desk Manager / Service Delivery/ Customer Success Manager withextensive experience leadinghigh-performing teams in customer serviceand IT service environments. Skilled in operational efficiency, process improvement, and strategic leadership, with a proven ability to mentor, recruit, and develop talent.

Recognized for a proactive approachto problem-solving and time management, consistently delivering service excellence in fast-paced, goal-oriented settings. Passionate about driving customer satisfaction, optimizing workflows, and aligning servicedelivery with organizational objectives.

Skills & Certifications

📑 Frameworks & Methodologies

• ITIL Expertise – Strongbackground in ITIL frameworks and methodologies
• Service Management – Skilledin incident, problem,and change management
• Project & Change Management – Experienced in migrations, servicetransitions, and process improvement initiatives

👥 Leadership & Team Development

• Head of Service – Managing multipleteams, providing mentorship, and driving results for customers and staff
• Leadership &Training – Skilledin team development, mentoring, and recruitment
• Stakeholder & Customer Management – Excellent communication, relationship-building, and problem-solving skills
   

💻 Technical Proficiency

• Productivity Tools:Microsoft Office, Outlook,Lotus Notes, Remedy,Service Alliance
• Telephony & Networking: Avaya Phone Systems,SNMPC, Cisco, Nortel,3Com, VOIP
• Systems & Troubleshooting: Remote troubleshooting (Bomgar),Windows Server, Exchange environments
• Service Management Platforms: ConnectWise, Halo, Ninja RMM (Service Manager level

School - GCSE level please see CV