How long have you been working at PayPoint and what role do you do?
I am the Head of Service Management and have been at PayPoint since July 2016. I look after a variety of IT Services that PayPoint offers to its clients and consumers. These range from the terminals we provide to our clients in the shops, the mechanisms to allow top up’s for our consumers and I also look after the applications our internal teams use on a daily basis. I am accountable for all ITIL processes and the investment into on-going improvements. I also Mentor a team of Service Managers and really enjoy watching them grow within their roles.
What advice would you give someone who is keen to get into a Service Management role?
You don’t necessarily need an IT Background, but a good technical understanding does help. I came from an Application Support background so the technical understanding was already there for me. As long as you are passionate about customer service, enjoy dealing with internal and external stakeholders then this is a good start. It is worth doing ITIL courses as this will cover the basics of Incident and Problem management.
What are the best bits about working at PayPoint?
For me it’s the way people work together. When challenges arise, everyone supports each other. Even though there are lots of teams it still has that family feel. I also have opportunities to present my ideas for continuous improvements which are always well received by the leadership teams. PayPoint is also passionate about staff progression. Since my time here I have been promoted twice from Service Manager to Service Team Lead and to my current role as Head of Service Management.