I have held positions as Head of Service and Head of Technical support within communication and systems integrators. I have managed the restructuring of teams and processes to enable the efficient and effective delivery of services. I have developed and managed engineering teams, service desks and service reporting to provide exceptional service to customers against aggressive service level targets.

I have experience in managing projects across Europe, coordinating in-country teams to achieve the project objectives.

Recent Assignments

Redstone Converged Solutions – 9 Months – Solutions Integrator – www.redstone.co.uk

As a service delivery consultant reporting to the board with the objective to review and restructure the organizations service proposition in line with customer requirements and the competitive offerings; review the sparing solutions in place, identify service deficiencies and potential cost savings.

Service proposition
• Redefined and restructured the service proposition to meet customer requirements, to combat competitor offerings, and exploiting the existing skills and expertise within the organisation.
• Conducted a customer requirements exercise, produced a GAP analysis, documented and presented proposals to the board.
• Worked with technical experts to define specific deliverables for each technology solution, marketing to produce sales and customer marketing collateral and with operational management to implement processes, procedures and a team restructure to deliver the new services.
• Implemented changes to quoting tools, processes and the configuration databases to accommodate the new services; ensured sufficient training and process monitoring in place.
• Documented the service portfolio, placed under change control and ensured regular review of services to ensure that the services continue grow to meet growing and changing customer requirements.
• Launched the new services to sales, provided support through training, sales literature, direct coaching and mentoring on specific bids.

Spares and Logistics analysis
• Project managed the data cleansing exercise of the configuration management database, required to be able to start this exercise, restructured the change processes to ensure the continued accuracy and integrity of the configuration database.
• Conducted data analysis to identify specific customer obligations and requirements, produced a GAP analysis and a business case with full cost projections, benefits and risks for each option.
• Project managed the implementation of board approved recommendations, through supplier contract negotiation, customer contract, and SLA re-engineering, managed the effective transition of services, stakeholder communication and coordination of changes to configuration item records.
• The final solution gave greater flexibility, accountability, and accuracy at a reduced cost with mitigated risks.
• Conducted a review of major supplier contracts against business requirements, restructured contracts and revised processes to realise annual savings in excess of £500k.

BECTA – 16 Months - Public Sector Education (Government organisation) – www.becta.org.uk

As a Service Delivery Manager, with the objective to review and improve the performance of the service management function for the online Self-review framework, supporting all UK schools and colleges. Ensure services meet business requirements, and managing the eventual migration of user data and accounts to a new application.

• Analysed the business requirements, produced a GAP analysis, and created a business case for the in-source of the service management function, giving the required flexibility, control, availability and reliability.
• Negotiated and gained business and stakeholder approval to migrate the application and hosted infrastructure.
• Undertook supplier selection, negotiated underpinning contracts and service level agreements. Project managed the migration of the online application with negligible interruption to service availability.
• Implemented service management tools, managed the population of all configuration items.
• Defined and implemented ITIL processes for Incident, Problem, Change, and Release management.
• Created a virtual service desk to provide service coverage, providing training and mentoring.
• Undertook the responsibilities for the ongoing operation of the service function, team matrix management, escalations, performance management and service level reporting.
• Specified and implemented application reporting tools, providing the business with valuable statistical measurements to be able to further improve services and focus marketing efforts.
• Acted as the change and release manager, authorising approved changes and managing suppliers to ensure the effective release of application changes.
• Managed ongoing relationships with stakeholders and suppliers, negotiated service level agreements with the business to ensure alignment with business objectives.
• Successfully planned and implemented the data mapping and migration onto the new Self-review application, ensuring accuracy and integrity of data, mitigating any risks, maximising availability and ensuring effective communication to all stakeholders and customers.