Amanda Potter
Service Delivery Manager – IT Service Management (ITSM) & Client GovernanceAmanda Potter serves as Service Delivery Manager at Buchanan Technologies, where she has spent nearly a decade in operations and customer service leadership since joining in 2017. She has held roles as Service Desk Manager and Operations Manager, building her expertise in IT service delivery and client management from the front line up.
Before Buchanan, Amanda led IT support operations at Koch Industries. Across the two organizations she has supported an estimated 50 to 60 client environments spanning banking, healthcare, petroleum, manufacturing, and automotive sectors. That breadth has given her a working view of how service expectations shift by industry, and where the underlying support disciplines stay constant. She is certified in ITIL Foundations and KCS (Knowledge-Centered Service) Foundations.
Highlights of Expertise
- IT Service Management (ITIL)
- Knowledge-Centered Service (KCS)
- Service Desk Operations & Performance
- Business Process Reengineering
- Escalation & Incident Management
- Service Delivery Governance
- Multi-Tier Support Structures
- Developing Frontline Managers
- Client Relationship Management
- Operational Efficiency & Continuous Improvement
Amanda has led support organizations spanning L1 agents through managing leaders, and her focus on developing people who go on to lead teams of their own reflects a view of service quality as something built into how an organization operates rather than inspected at the end of it.
In her current role, Amanda is responsible for ensuring Buchanan's service delivery organization operates consistently for clients. Drawing on years of both front-line and management experience, she designs services and processes that resolve issues before they escalate, which is often less about response speed than about catching the conditions that generate tickets in the first place.
At Buchanan, Amanda continues to strengthen the service management practices that keep client environments running predictably.