It’s been a whirlwind! I’d been out of the IT world for a-few years – so I was a tad rusty and apprehensive about potential gaps in my knowledge, that needed to be plugged. However, the support received from all areas of the business has been extraordinary.
My initial first few weeks were spent visiting the different areas of the business, from sales to projects, to support and finance etc – learning how each function performed, and linked in with the customer lifecycle. This was such an important step – as knowing ‘who’s who’ is quite important in my role.
I spent a lot of time with my immediate colleagues in the SDM Team, and also Support. Shadowing the other SDMs on their Service Reviews and learning all about the reporting tools that we heavily use, spending days with the support team getting familiar with the different ITSM systems, and, the various lines of support teams. I was also given time to familiarise myself with the customers that I was due to inherit, the services they took (spending time again with the subject matter experts to absorb as much knowledge as I could), the history of the customer relationship with Redcentric, getting to know the Account Managers and Support Teams, and also, anything specific to the customer – for example their reporting etc.
These first few weeks set-me up to hit the ground running when I took over the SDM ownership of the accounts – with full handovers from the previous SDM.
From then on – my time has been spent building relationships both with my customers, and also, the various different internal teams that work hard to support the customer. I am still very much in the throes of learning all about my customers, and our business – however the more knowledge I can build – the better I can serve my customers – so every day really is a school day for me!
Once I settled in – I felt more confident about the services my customers take, who the key-stakeholders are within the customer’s teams, and indeed, our own teams (for the different service lines we offer). I have a much better grasp of the technologies we support (albeit high-level), and I feel more able to support my customers, thanks to the patience and support of my colleagues!
I now have my daily/weekly and monthly routines mapped out, understand, and use the reporting tools to provide the customer with regular valuable information, and have built some good relationships with my customers and team-mates alike.