That’s why we’re delighted to welcome Joel to the Nexian team as our new Service Delivery Manager.
Joel brings a wealth of experience across IT service delivery, technical support and service management, having worked with organisations including Intercity, Acora and Capita. His career has given him a broad understanding of what it takes to deliver effective IT services, from supporting customers and managing technical teams to improving processes and finding better ways of working.
As Nexian continues to grow, so does the importance of delivering a consistently great experience for our customers.
Joel will be playing a key role in that.He’ll be leading our Support teams and helping to strengthen the way we manage and deliver our day-to-day services. From improving ticket ownership and SLA performance to making sure customers receive the right support at the right time, his focus will be on creating a smoother, more consistent experience.
He’ll also oversee our centralised services, including monitoring, patching, backups, alerting and security tooling, helping to ensure the technology behind our customers’ environments is well managed and performing as it should, but the role isn’t simply about keeping things running.
Joel will also be looking at how we can do things better. That means identifying opportunities to improve our processes, supporting and coaching our teams, reducing unnecessary escalations and helping to create service standards that benefit both our customers and our people. He’ll also be involved in projects and customer onboarding, helping ensure new customers get off to the right start and transition smoothly into Nexian’s services.
For us, great service is about more than resolving a support ticket. It’s about taking ownership, communicating well and understanding what our customers actually need.Joel’s experience will help us build on that approach as we continue to develop our service delivery operation.We’re excited to have him on board and look forward to seeing the impact he’ll make across our teams, our services and, most importantly, our customers.
With experience across some well-established names in the IT sector, Joel has spent his career working across the technology and service delivery landscape. He brings a practical understanding of the challenges that IT teams face and a strong focus on making services work better for the people relying on them.
Welcome to the team, Joel! 👋