Andy Mccarron Email & Phone Number

St. Ives, England, United Kingdom

Peterborough, England, United Kingdom

Managing the performance of outsourced IT service desk servicing approximately 350 users in over 30 locations. Ensuring timely allocation tickets through supplier or internally insuring timely response and resolution against SLA, providing accurate and clear performance reporting to inform management and the business. Managing the operational IT equipment assets (non-infrastructure approximately £500k) and ensuring adequate stock provision, competitive procurement, provisioned with correct access and quick turnaround for user equipment swap out to replace or upgrade.

Peterborough, England, United Kingdom

• Manage the customer experience for a given area.• Engage dialogue on a scheduled basis. Understand customer requirements.• From understand customer requirements, adjust experience accordingly by developing relationship.• Deal and negotiate with difficult customers.• Manage sales of loans and collections• Reconciliation of cash, banking and reporting to line manager on a weekly basis.

National, India, Sri Lnka

Working with client onshore\offshore processing of data and return to client systems. Includes process and system review, Key Performance Indicators, governance, risk and change management accordingly.• Manage commercial governance with client to include;• Contract governance• Operational KPI implementation and control• Invoicing and P&L control \ management• Contract negotiation• Change control and management to include risk management and mitigation.• Create, maintain and manage share risk control register• Manage Quarterly strategic reviews• Forecast and resource control• Manage and build client relationships to include;• Effective communication with stakeholders internal and external• MI creation, monitoring and presentation• Manage Monthly operational reviews• Issue resolution, escalation management and improvement plans• Process improvement• Innovation logs and implementation• Regular communication discuss operational KPI, issues, change, risks and innovation plans.• Creation of meeting packs to include, operational KPI, issues, change, risks and innovation plans.• Manage due diligence of change with onshore and offshore operations and finance.• Ensure process control and implementation within onshore and offshore operations.• Oversee onshore and offshore process and compliance audits.• Offshore rate negotiation.• Develop, maintain and drive strategic plan.• Single point of contact for internal contract governance, P&L and change management.

Uk Nationwide

• Responsible for the concept, design and delivery of an on-line learning resource using web technology.• Developed procedures for Professional Development Plan (PDP) through consultation with senior management. • Evaluated potential training techniques for appropriate delivery of Microsoft Office.• Constructed company guidelines for the use of the Internet for work purposes and wrote Help guides. • Member of the selection committee for the selection and recruitment of technical trainers.• Responsible for the successful development and delivery of training to the Sales Division.• Developed training courses and project managed full training lifecycle of rollout for software/systems.• Rationalised training budgets through effective negotiation of rates.• Designed and implemented Training Needs Analysis (TNA) to identify requirements, new initiatives and act as IT mentor through management consultation.• Managed project looking at introduction of CBT and distance learning• Working alongside the IT dept on User Acceptance testing and the identification of systems bugs during roll out.