Reporting into the Global Head for Client Services and accountable to the Executive Team.My position is responsible for the management of multiple Support and Software Licencing Services into Tier 1 and 2 Clients across the European Region.I have introduced ITIL methodology to the organisation and provided tool-sets and intellectual property which is now in operation. Seen as the Service Management “go to” contact for all Support activity throughout the European… Show more Reporting into the Global Head for Client Services and accountable to the Executive Team.My position is responsible for the management of multiple Support and Software Licencing Services into Tier 1 and 2 Clients across the European Region.I have introduced ITIL methodology to the organisation and provided tool-sets and intellectual property which is now in operation. Seen as the Service Management “go to” contact for all Support activity throughout the European Region. Management of Regional Support Teams and Tasks. P&L Management for all Client Support Revenues and Billing Accountable for the Client Annual Maintenance Contract Renewals. Review, negotiation and writing of Service Contracts, SLA and OLA’s Software Licence Management Tracking and Renewal Responsible for the support to over 70 installations across 46 European customers. Change Request Quotation responsibility for all client production service enhancements and customizations. Show less

Offering Service Delivery Management Consultation to Voyager Networks for a 3-Month requirement.Key deliverable of this role:Tender Response consultation.Bid Presentation preparation.Bid Presentation Delivery.Service Solution presentations.Incident Management and Reporting.Customer Relationship Management.

An ITIL driven Service Management approach with a proven track record of adding instant value whilst reducing your TCO. Offering a service port-folio of methodical E2E Service Improvement Modelling, Service Delivery Reporting and Process Alignment. Our main goals being to maintain and grow customer revenue streams, Increase Customer Satisfaction Levels, thus leading to client Service Contract renewal. Alternatively we can simply offer support services to your bid teams on a short… Show more An ITIL driven Service Management approach with a proven track record of adding instant value whilst reducing your TCO. Offering a service port-folio of methodical E2E Service Improvement Modelling, Service Delivery Reporting and Process Alignment. Our main goals being to maintain and grow customer revenue streams, Increase Customer Satisfaction Levels, thus leading to client Service Contract renewal. Alternatively we can simply offer support services to your bid teams on a short, medium or long term arrangement to suit your need."A passion coupled with a vision to enhance the Customer Experience will result in mutual business success. The creative man is motivated by the desire to achieve - not by the desire to beat others". Show less

Key elements of the role:Continual Service ImprovementService Improvement ProgrammingDEMAIC 6-SigmaService Management and Performance ReportingBid Management ContributionSales SupportNetwork Availability RepoprtingService Transition ManagementRisk Analysis and ReportingBudget and OPEX Management ControlHighlights:o Service Delivery and Transition Management for the world’s first Juniper Networks PTX500 technology platform into The London… Show more Key elements of the role:Continual Service ImprovementService Improvement ProgrammingDEMAIC 6-SigmaService Management and Performance ReportingBid Management ContributionSales SupportNetwork Availability RepoprtingService Transition ManagementRisk Analysis and ReportingBudget and OPEX Management ControlHighlights:o Service Delivery and Transition Management for the world’s first Juniper Networks PTX500 technology platform into The London Internet Exchange. I managed the resource delivery and supported the Programme Management Group for POC testing. Accountable for the on-going Service Delivery into the LiNX account reporting into the Exec Group.o Service Delivery Management to Interoute Communications, PAN European across 28 Countries. Instrumental in supporting the Commercial Account Manager in satisfying the client need for improved service deliverables working in collaboration with Juniper Networks. Client Retention of Service Contract YoY.o Programme Management roll-out and on-going Service Delivery Management to a multi vendor infrastructure delivering Urban Traffic Management Control in Southern UK. A multi-million pound initiative comprising WLAN mesh networks ANPR (Automatic Number Plate Recognition) SCOOT Traffic Light Synchronization, Motorway VMS (Vehicle Management Signage) and CCTV with backhaul fibre connectivity to a central HQ.o Service Delivery Management across a 5-year period for the WAN/LAN infrastructure support to ITN News London.o Service Management responsibility and on-going support for the roll-out of EPOS (Electronic Point of Sale) systems to the 1,500 Public House network for JD Weatherspoon plc. Show less

Test Script Evaluation and Production Release & Deployment of new Systems into the businessTeam Management

Various positions during a 16 Year career gaining senior rank before voluntary release in May 1997