Jon Shiel
About Jon Shiel
Jon Shiel is the Director of Product Support at Verint, where he has worked since 2015. He has a background in Management Science and Operational Research and possesses expertise in Requirements Analysis and Service Delivery.
Current Role at Verint
Jon Shiel serves as the Director of Product Support at Verint, a position he has held since 2015. In this role, he is responsible for overseeing product support operations, ensuring that customer needs are met effectively. His leadership focuses on enhancing service delivery and optimizing processes to improve customer satisfaction. Jon's extensive experience in the field contributes to the strategic direction of the support team.
Previous Experience at Lagan Technologies
Before joining Verint, Jon Shiel worked at Lagan Technologies as a Service Delivery Manager from 2006 to 2010. During his four years in this role, he managed service delivery operations, ensuring that client requirements were met and that services were delivered efficiently. His work at Lagan Technologies laid the foundation for his expertise in service delivery and customer support.
Experience at KANA Software
Jon Shiel held the position of EMEA Support Manager at KANA Software from 2010 to 2014. In this role, he was responsible for managing support operations across the Europe, Middle East, and Africa regions. His focus on service delivery and customer satisfaction during this time contributed to the overall success of the support team.
Education and Expertise
Jon Shiel studied Management Science and Operational Research at the University of Leeds, where he earned a Bachelor of Science (BSc) degree from 1987 to 1991. He also studied at Sir John Deanes College. His academic background, combined with his professional experience, has equipped him with expertise in requirements analysis, enterprise architecture, and service delivery optimization.
Background in Service Delivery and Enterprise Architecture
Jon Shiel possesses a strong background in service delivery and enterprise architecture. He has a proven track record in optimizing processes to enhance customer satisfaction and operational efficiency. His expertise in requirements analysis ensures that business needs are accurately captured and addressed in software solutions, contributing to the strategic alignment of IT and business goals.