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James Mcpherson
Service Desk Manager for the Department of Health and Social Care (Track & Trace)
Professional Background
With a robust and successful career spanning over 15 years in service delivery and customer service, James Mcpherson has made significant contributions as a dedicated and adaptable Service Delivery Manager. His prowess in orchestrating complex service transition solutions and transformation projects is complemented by his deep commitment to aligning technology with business needs—resulting in enhanced service delivery and maximized customer satisfaction. Over the years, he has earned a reputation as a dynamic leader who is always focused on delivering tangible results in various capacities.
James’ professional journey is marked by his extensive experience at National Grid, where he served in various leadership roles such as Head of UK Customer Service Management and Head of UK IS Customer Support. During his tenure, he excelled in planning and implementing innovative initiatives aimed at enhancing the overall customer experience. Noteworthy projects include establishing an onshore service desk in Birmingham to provide essential support to field engineers, launching a social media channel to engage with customers effectively, and implementing ServiceNow to streamline the management and resolution of incident and service requests.
Education and Achievements
James Mcpherson's educational background includes studies at Lighthall School, where he developed foundational skills that propelled him into a successful career in service delivery and customer support.
James’s achievements are exemplary, highlighted by his successful direction of transition projects for Cadent Gas, where he played a key role in the major programme to migrate all IT processes and technologies from National Grid. This crucial initiative was executed ensuring compliance with Transitional Service Agreements and cost-saving targets. His leadership and foresight facilitated a seamless transition while maintaining high service standards.
Additionally, James spearheaded innovative projects at National Grid, such as the design and launch of three Tech Bars and a mobile Tech Bar, which significantly improved user access to technical support. This initiative not only received significant recognition, including two Chairman’s Awards but also earned an employee award for being the ‘most loved’ initiative—a strong testament to its impact on both customer and employee satisfaction. Impressively, this initiative maintained an 80% first-time resolution rate and achieved a Net Promoter Score (NPS) of 90, highlighting the tremendous success of his efforts within service delivery.
Career Highlights
James Mcpherson’s impressive career is packed with notable roles and achievements that exemplify his talent in improving service delivery processes and enhancing customer engagement. His past positions include:
- Service Desk Manager at the Department of Health and Social Care: Here, he continued his mission to improve service management practices within a critical governmental structure.
- Director at JSM ITSM Consultancy Ltd: In this leadership role, he provided strategic direction and consultancy services to organizations looking to enhance their IT service management.
- IS Service Transition Lead at Xoserve: His responsibilities included overseeing the efficient transition of services within the organization, reinforcing his solid background in managing service delivery transitions.
- IS Service Transition Manager & Project Manager at Jaguar Land Rover: In this capacity, James employed his expertise to lead projects that required a blend of technical knowledge and customer service management.
- IS Service Readiness Manager at Cadent Gas Limited: This role enabled him to refine his skills in ensuring that services are ready for deployment and meet customer expectations.
- Head of UK IS Customer Support and UK Customer Service Management at National Grid: His leadership in these positions played a pivotal role in shaping customer support strategies and enhancing the service delivery framework internally.
Achievements
- Instrumental in planning and executing the transition of complex IT processes and technologies from National Grid to Cadent Gas.
- Designed and launched three Tech Bars, receiving two Chairman's Awards for excellence and innovation.
- Achieved a remarkable NPS of 90 and an 80% first-time resolution rate through customer-focused initiatives.
