When did you start at Amicus ITS?

September 2013.

What your starting position?

Apprentice Service Desk Analyst in Totton HQ

What is your title today?

Service Delivery Manager

What was your career path prior to joining Amicus ITS?

My first job in sales was selling motor finance, I then moved into selling finance to motor dealers. I had moved up from Cornwall to do this and on top of leaving home and all things familiar, it was quite a big step change.  I later had the opportunity to reflect and take stock of things and decided to make a career change that I thought could deliver greater personal satisfaction.

What drew you to Amicus ITS?

I saw an opportunity to fulfil my ambition to work in IT.  Although I had no experience or qualifications, I saw that Amicus ITS ran a Government backed apprenticeship scheme so I joined and this gave me an avenue to leap in and learn fast.  I was a relatively mature apprentice, which I think helped me with customers and the company is a respected organisation, so I felt well guided.

What progressions/promotions have you made and why?

I was keen and learned rapidly on the Service Desk, developing a good skillset to a point where I felt ready to take on new challenges.  I was promoted from Apprentice to a Level 1 Service Desk Analyst, moving quite rapidly on to an L2 position.  The key differentiator between an L1 and L2 is technical ability and experience. Traditionally an L1 is a starter position, involving call handling, basic troubleshooting and escalation, plus basic 3rd party management.  At L2 level you have greater responsibility and accountability for the customer relationship and maintaining customer satisfaction.  Often it is not just about a technical solution, it’s the way you’ve done it that can create a different perception from the customer about their service.  I become closer to the Escalations team and I liked being in a position of having greater input into more complicated ticket resolutions, which was very satisfying.

I reached a natural crossroads in my IT career. I could have continued down the technical escalations route, however I opted to move into a Service Delivery Manager (SDM) role in June 2016. Service Delivery is an area of the business that suits my natural skillset as I like to think I am a good communicator and listener. I’m also pretty methodical when it comes to solving problems.   An SDM is the natural interface between the business and our customer, so it fits like a glove to me.

I suppose I see my role is to challenge the business to perform well throughout all our service areas and build a positive and pragmatic partnership with our customers.

What made you want to stay with Amicus ITS?

It comes down to job satisfaction.  The work can be extremely challenging and, at times a test of patience. The satisfaction is in delivering projects and performance that delights our customers. I know that at Amicus I am building on solid foundations to give me a stable career and massive experience. The breadth of work and expectation does carry significant responsibility.   With the experience I have built up, I can now step back and look at things in a different way with greater confidence and understanding.   I like the fact that I can have a trusted conversation both with management and the customer.

What would you pick out as being a highlight or highlights of your career so far here?

In 2015 I was put forward as Apprentice of the Year for the UK IT Awards, held in London.  I didn’t win, but I was a national finalist and the whole evening was special.  I got a great sense of pride and peer recognition from this.

If someone was considering a career with Amicus ITS what would you recommend about working here?

There’s a good camaraderie and spirit amongst staff, everyone tries to help each other out.  You have freedom to develop and present your own ideas – and be part of the solution.

Would you say that management are open and approachable?

I like to think management trust what I say and yes, all the Directors are approachable.

Does the future still look bright for you?