Phil Bailey - Director of Support Services
Phil joined PMC in 2009 as a highly experienced ITIL qualified Service Manager, managing the team of Support staff based in both Abingdon & Vadodara. Phil has overseen the grown our support business to a 365*24*7, multi lingual, pro-active and self-healing retail support service with a team size of 122, delivering world class service levels.
Phil's breadth of service knowledge comes from his roles as a business owner providing hardware maintenance & Managed Services to the DTI & Atomic Energy industry, followed by a Senior Service Delivery Manager at Datalect and Wincor Nixdorf. Prior to joining PMC as a Head of Support Services at Vialtus a Telecoms Service Business and European Electronique Service and IT Sales business delivering services to the education sector.
His role has permitted him to embed a pragmatic approach to ITIL adoption with many of his service team responsible for service delivery holding an ITIL qualification. He gives deep importance to service quality where key functions of Continual Service Improvement plays a big part of what we do for our customers as well as delivery against Operational Level Agreements and customer' Service Level Agreements as well as internal audit and KPIs as the governance behind the delivery.