Alan Mcdonald Email and Phone Number

I was promoted to the role of Engineering Services Director, with the principal focus of managing the delivery of the Field and Onsite IT Engineers, responsible for servicing and maintaining IT hardware Equipment. Services are provided 24/7 365 days with a one to five day resolution SLA, to Public Transport, Local and Central Government, Logistics and Transport, Retail and Financial institutes. The team comprises of four direct reports (Managers) and over 30 Team Leaders and the wider team of… Show more I was promoted to the role of Engineering Services Director, with the principal focus of managing the delivery of the Field and Onsite IT Engineers, responsible for servicing and maintaining IT hardware Equipment. Services are provided 24/7 365 days with a one to five day resolution SLA, to Public Transport, Local and Central Government, Logistics and Transport, Retail and Financial institutes. The team comprises of four direct reports (Managers) and over 30 Team Leaders and the wider team of 200 Field and Onsite Engineers, furthermore, I had oversight of the £8.5m annual departmental budgetNotable Accomplishments:• Significantly enhanced the customer feedback response rate to over 50% and average NPS score of 8.5 by ensuring the Engineers personally took feedback after completion of a task and improving customer communications with regards to intention and timescales of the site visit• Led the crisis-management during COVID-19, quickly establishing the implementation of new software that would enable the Engineers to support users remotely and preventing the need to attend the site • Amplified service productivity by 5% through the merging of multiple Engineering teams, thus reducing travel times and increasing the number of site visits an Engineer could attend in a day, furthermore, this enabled the business to win new contracts without the need to increase staffing levels and improve logistics processes, reducing the cost of same-day transport Show less

A similar role to the above but with just the emphasis of managing the delivery of Field Engineering responsible for servicing and maintaining IT hardware equipment. The team consisted of 50 Field and Workshop Engineers and 7 Managers and had oversight of £2m departmental budgetNotable Accomplishments:• Pioneered a new service offering to the Retail sector, where previously in-branch support was provided with a high-cost base to creating a cost-efficient blended service using own… Show more A similar role to the above but with just the emphasis of managing the delivery of Field Engineering responsible for servicing and maintaining IT hardware equipment. The team consisted of 50 Field and Workshop Engineers and 7 Managers and had oversight of £2m departmental budgetNotable Accomplishments:• Pioneered a new service offering to the Retail sector, where previously in-branch support was provided with a high-cost base to creating a cost-efficient blended service using own Engineers and Partners• Boosted cost savings by i) reviewing the logistics process and selecting a new partner, Bybox, to manage the process of shipping parts to Engineers ii) reducing the cost of subcontracting work to Partners by utilising existing skill base • Strengthened business processes by i) analysing the number of FSLs (Forward Storage Locations) to optimise transport costs ii) restructuring the team and relocating the Warehouse function to another department, better able to drive improvements Show less

I was promoted to the role of Commercial Manager, responsible for ensuring all new opportunities were commercially and operationally validated before a contract was finalised, including the completion of risk profiles. I led a team of 12 across the Cost Desk and Service Design departments and had oversight of the £500k departmental budget.Notable Accomplishments:• Successfully participated in the design of many new opportunities and supported the sales team through the early stages… Show more I was promoted to the role of Commercial Manager, responsible for ensuring all new opportunities were commercially and operationally validated before a contract was finalised, including the completion of risk profiles. I led a team of 12 across the Cost Desk and Service Design departments and had oversight of the £500k departmental budget.Notable Accomplishments:• Successfully participated in the design of many new opportunities and supported the sales team through the early stages of the bid process to presentation in the final stages, ultimately securing many new contracts • Implemented several new processes including i) a new pricing strategy ii) automation of certain stages across the costing and pricing function iii) alignment of the team by service line, enabling them to become subject matter experts Show less