Brian Rafferty Email & Phone Number

Tasked with the implementation of a supplier management and governance structure. Working closely with IT and Procurement in all facets of supplier engagement. Specific areas include contractual elements, service delivery, support and overall governance structures. Accountable for transitioning new suppliers into BAU, ongoing Supplier Governance including contractual oversight, service measurement, driving service improvements and commercial tracking.

Responsible for governance of suppliers delivering service, application and support functions to the Provident Financial Group across the whole IT spectrum along with service delivery management across a number of suppliers delivering critical functions to the Provident businesses. Working closely with IT and Procurement in the areas of renewal and new engagements and delivering into in life. Specific areas include contractual elements, service delivery, service continuity, support and overall governance structures. Accountable for implementing transitioning for new engagements from project into in life operations along with ongoing Supplier Governance and overall Service Delivery Management including contractual oversight, service measurement, driving service improvements and commercial tracking. Highlighted areas of engagement:• Direct supplier and service management engagement with telecom carriers focused on service improvement and cost reduction leading to savings of over £400k per annum.• Engagement and ownership from initial scoping, contract build, transition, in life and termination and commercial tracking against contract pricing, service review and reporting.• Work in collaboration and partnership with Procurement, Service Delivery, Business Functions in management and governance of Suppliers.

Manchester, United Kingdom

Short-term contract in the IT Supplier Management team. Specifically responsible for reviewing large number of ‘Untiered’ suppliers. Providing recommendations for engagement structure for each ‘Untiered’ supplier.Worked with various areas to review new engagement contracts and provide input and recommendations on contractual issues.Specific areas of of involvement include:• Establish and maintain the governance and relationship management for Bank ‘Untiered’ suppliers• Work with overall Supplier Management team to identify any ‘re-tiering’ opportunities• Advise and support IT programs on supplier engagements. • Undertake contract reviews and provide input on compatibility with Co-Op requirements.• Overall supplier governance, strategy and in- life, including service review meetings, business reviews and invoice validation.• Review of engagements with regard to delivering operational and cost efficiencies.

Greater New York City Area

Initially tasked with creating a Vendor Management function from the ground up within the Telecom Management practice, this expanded into the larger Customer Solutions group within VGE Operations.• Built and delivered a team and best in class processes, including Vendor Management Governance structure and a global team of Vendor Managers. • Created and implemented a standardized vendor engagement model supporting the initial engagement, solution design and review, contract/SOW build and approval, ongoing service delivery along with commercial review and cost controls. This model encompassed vendor relationship management review and reporting, aligning vendors with internal stakeholders across the procurement, finance, product, service and security areas and including input to ISO and CMMI audit and risk analysis.• Provided end to end process for the build, review and approval of vendor engagements SOW/MSA and risk analysis including commercial and contractual input and managment. Launched vendor scorecard program. Created Service Level Agreement reviews and undertook a comprehensive review of current engagements to determine if they meet best practices.The implementation of an integrated Vendor Management function delivered significant value to the organization including governance of vendors, engagement process and improvement in vendor productivity leading to a reduction in costs. This included the following noteworthy deliverables:• Savings of $5m delivered through thorough engagement reviews, ongoing governance, cost avoidance, invoice review, re-engineering of approval process along with base cost reductions. • Reviewed and selected outsource partner for End User Wireless Helpdesk and procurement function. Contract negotiations including commercial and service delivery. Ongoing vendor management. This provided significant cost reduction as well as global service scalability.

Sydney, Australia. New York, Usa

Tasked with building a global service delivery and support team. Implemented client cost management projects, provided ongoing support for all facets of operational delivery and maintenance of the Quickcomm/Vodafone product suite to clients globally. Built the Customer Service group in Australia, then implemented that model globally based out of the Americas.Sales Support• Provided pricing and statement of work provision for SaaS and Managed Services.• Acted as SME to the sales team to address available software functionality and demonstrate overall cost saving benefits to prospective clients.Deployments for SaaS and Managed Services clients • SaaS and Managed Services implementations• Telecom billing and procurement process re-engineering• Carrier billing• Service inventory build• Invoice audit• Systems interface development and managementOperational and Customer Services• Created and implemented helpdesk and customer support functions in both Australia and the US• Designed and implemented a 24/7 Help Desk support process.• Established customer support and management processes and standards. • Provided system documentation and customer training• Managed software support of core applications/tools and software quality control and release• Established and managed client hosting function including customer database hosting. • Delivered customer invoice loading, validation and dispute management, service inventory, fixed and wireless, management and ongoing support• Managed end user wireless support deskConsulting• Supplied telecommunications optimization and audit functions, process review and re-engineering

Sydney, New South Wales, Australia

Independent Telecommunications Consultant and Project Manager. Projects within the banking, insurance and broadcasting sectors. Specific focus on areas of cost containment, voice and networks infrastructure including PBX and Dealing Room Trading Systems.

Sydney, New South Wales, Australia

Responsible for trader voice systems, PABX and networks in the Asia Pacific Region