Chris Evans Email & Phone Number

Wiesbaden, Hesse, Germany

Darmstadt, Hesse, Germany

Darmstadt, Hesse, Germany

Moved from previous role within Mission Operations to a specific role within Mission Operations for Copernicus.

Darmstadt Area, Germany

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments. Based at ESOC (European Space Operations Centre, MOI-IT provides IT infrastructure to various ESA missions covering Earth Observation to Space Exploration. My job is split between 2 main roles: Acting as Service Manager for Serco to ESA and within ESA to support the Senior Management Team within MOI-IT to drive service performance.•• As Service Manager, ownership of my Work Package from Service Reporting/Reviews to onboarding, management and retirement of new services.• Management of a Team responsible for key procedures such as E2E Licence Management, CMDB Auditing & Departmental Admin.• Project Management of small, ad-hoc, operational projects relating to Security or Service Improvement.• Support the senior management team to manage and maintain ESA owned end-to-end service delivery processes.• Through SLA Management, achieving consistent and seamless service delivery across various services, service providers and suppliers. • Monthly/Quarterly creation of a consolidated service level reporting for all services. • Identification and implementation of corrective actions to maintain service quality as well as supporting the Service Improvement process.• Ensure that throughout the introduction of new services and new solutions, overall service quality is maintained. • Ownership and Management of the Departmental Service Catalogue offered to End Users.• Constant review and update to Business Processes across all Service Provider(s ) and Third Party Vendor(s). Key achievements within the role: • I was placed in charge of an under-performing team and within 2 quarters was able to fully recover Service Levels. • Production of the first consolidated, end-user Service Catalogue across the department in 7 years. • Refinement of various key internal procedures relating to Licence Management, Supplier Management and Demand Management

Manchester

Short-term contract role, back in previous role.

Manchester, United Kingdom

• Planning and delivery of Service Transition activities and artefacts within projects to ensure new and changed services can be managed by both internal and outsourced technology and service operations teams. • Representing Service Transition within Group Change project review forums to advise on which projects Service Transition must be part of.• Working with teams across technology operations and service management operations to capture Service Acceptance Criteria (SAC), ensuring that services have measurable criteria to assess their readiness to be managed by operations. Submission of these into Design.• Review of Design documentation (Business Requirements Documents, High-Level Designs, etc) to ensure Service Transition and Service Operations requirements have been captured accurately.• Planning and management of Operational Acceptance Test phases, encompassing testing of dynamic and static Operational and Service Acceptance criteria, including management of environments and test resources and production of an OAT Exit Report and Service Operations Handover.• Where applicable, working with Project Managers to agree project warranty scope and management of this during the project Early Life Support period.• Ongoing process design and redesign in a Service Transition function which is less than 3 years old.• Management of various Continuous Service Improvement (CSI) initiatives within Service Transition.Key achievements within the role:• Increased awareness and understanding of and collaboration with Service Transition across TalkTalk, measured by stakeholder surveys taken before and after targeted engagement.• Led a Service Transition/Business Analysis focus group to produce a framework to capture and implement NFRs consistently for all projects.• Created and rolled out a Service Transition ‘Lite’ process, ensuring greater flexibility to deliver Service Transition for a variety of project types.

Warrington, United Kingdom

• Delivery of a variety of operationally-tested automated & complex processes and services for multiple customers including scheduled execution of batch processes and report generation.• Testing of operational functional and non-functional requirements to understand impacts or benefits of proposed new and changing deliverables.• Automation & scheduling of new and existing batch processing jobs on iSeries and Unix systems using Macro4/iSchedule.• Creation of new and enhanced operational processes, manual and automated assurance checks, training material and work instructions to support knowledge transfer.• Applying automated prerequisite and post-requisite checks within batch jobs to improve processing efficiency within the production schedule.• Release and Deployment Planning, Service Pack Management, PTF (Program Temporary Fix) and Datafix execution.• Providing relief cover for our Change Manager, I have been responsible for managing and approving change requests from both within MDS and from external customers. • Management of incidents during OAT (Operational Acceptance Testing) and Early Life Support phases of projects. Use of problem management skills to identify and introduce improvements into the Service Transition Process.Key achievements within the role:• During H2/2014-2015, developed and implemented a new Service Transition Process to help reduce delivery times of new customer reports and support the new Small Change Process implemented by the Program Management Office.• Successful transition of E2E Billing Production process into operation for a new customer, working alongside a Systems Integrator.

Liverpool/Manchester United Kingdom

• Engagement of key stakeholders in gathering and documenting requirements, in particular to ensure key system functionality from the existing BSS was captured and developed in the new BSS. These often not only included the client but also at times, one or more 3rd parties.• Creation & execution of UAT scripts during the testing phase, to ensure developed solution adhered to requirements.• Throughout soft launch and implementation, I assumed the role of an operational billing, payment and collection lead (escalation point) to ensure smooth transition of BSS into live environment.• Production and co-ordination of Change Requests (CRs) sent to Capita and TCS to enable operational changes to support the migrating customer base post migration, including adoption of processes from legacy provider. • Collection and review of impact assessments from relevant areas within Capita. Gaining relevant approval from Director/Finance/Tesco Broadband. • Conducting Incident Response exercises and Scenario Planning sessions for how to manage operations in the event of disaster recovery.• Cataloguing of all service items from source input, operating processes to output within Financial Management, inbound mail scanning and print and despatch as part of a project to move these functions from Vertex to Capita. Key achievements within the various roles:• Successful launch of new hosted BSS with integrated solutions from numerous 3rd parties.• Tesco Value Award received by client in recognition for time commitment to the delivery of the project.• While covering Change Management overseeing the successful implementation of a number of projects costing over £50k.

London, United Kingdom

• Managing a team of analysts to ensure the timeliness, accuracy and completeness of billing of over 4m customers across multiple billing systems. • Responsibility for accurate and timely billing of over £1bn of revenue across the TalkTalk Residential Customer base.• Managing the key billing processes of bill checking, issue management and financial rationalisation to sign off bill runs and to guarantee billing adheres to the highest required standards.• Ongoing review and improvement of existing processes to allow easier implementation of BAU changes which affect billing such as price changes and new product and tariff launches.• Working with internal stakeholders (Marketing/Customer Services) and using Management Information to understand the customer experience with regards to billing. Identifying and implementing changes based upon this analysis.• Incident/Error Management. Being a single point of contact for issues affecting billing, including the management and prioritisation of bug fixes for issues.• Conducting performance reviews, setting objectives to support area and company goals, providing training solutions for various needs.• Management of outsource suppliers of certain billing processes to ensure delivery of key billing activities.• Providing subject matter knowledge to and assisting project teams with requirements gathering, testing and delivery of new products and services.Key achievements within the role:• Highlighting error in billing system not picked up in Testing causing under-billing and revenue loss of £100k and subsequent successful recovery of over £82k of this.• Ensuring business readiness of the customer billing experience during 9 months of data migration with the mass movement of customers from legacy to new, strategic billing platforms.• Establishment of new processes within the Billing and Business Information area to enable tighter controls around areas of billing between User Acceptance Testing and BAU teams.

• Incident classification, prioritisation and documentation – ensuring all incidents, with required actions are determined and recorded based on impact, urgency and frequency in accordance with pre-defined definitions.• Incident resolution – troubleshooting, co-ordination/management of the relevant support team required to resolve incident and relevant handover to the Problem Analyst. This often includes working with 3rd parties such as CPW Networks, BT and OpenReach.• Conducting or assisting support teams with Root Cause Analysis.• Escalating errors for resolution or submitting change requests to resolve problems or errors if required. These often include requirements and/or cost benefit justification within them. • Communication of major incidents/problems and workarounds to customer services. Writing Incident/Problem Reports for key stakeholders and Senior Management.• Providing Project Assurance and working with Project Managers in handling exceptions and writing exception reports for projects.Key achievements within the role:• Defining and managing the expansion of the scope of the Incident Management Team within TalkTalk to take on the management of incidents from other departments outside of Operations, such as billing and customer services. • Managing an operational project to manage the successful migration of over 300 WLR, IP and LLU customers from one telephone exchange to another. • Winner of the Bronze Star Employee of the Month award in July 2008.

Manage provisioning-related complaints made directly to the CEO and highlight particular trends or spot any potential issues not yet uncovered by the business through Root Cause Analysis. Managing and resolving customer complaints made directly to the Chief Executive's Office (CEO) or Ofcom/Otelo through liaison with the customer and with departments across the business in order to effectively manage issues. Conducting root cause analysis on CEO escalations. Documenting, mapping and distributing current processes and designing and implementing new short term and long-term operational processes to resolve issues uncovered through RCA. Producing CSA training material, guides and diagnostic processes based on training needs and skill gaps identified through RCA. Writing Contact Centre briefings to communicate current incidents and ongoing problems throughout the business. Creating and communicating new escalation and communication processes to be followed by the Network Team, Operations Team and Contact Centre staff. Carrying out financial justification studies for new project requests to assist with their prioritisation and feasibility scoring.Key achievements within the role:Detection, escalation and managing resolution of provisioning incidents in the absence of an Incident Management team.Received numerous letters and emails of praise from customers and senior management over my commitment showed towards the business and improvement of services.

In charge of a team of Customer Service/ 1st Line Tech Support Agents. In June of this year, I then took over a 2nd line Tech Support Team. Managing a team of advisors, conducting monthly and ad-hoc performance reviews and coaching with advisors. Managing the team's pay, overtime and bonus and documentation of absence, lateness and other HR-based admin.Identifying areas for development and creating and introducing action plans with jointly-agreed targets in order to improve individual and team performance. Holding weekly team meetings to discuss issues concerning the team and updating them with team performance and business news and objectives. Maximising the contact centre's resource to ensure the achievement of business Service Level Agreements (SLA's) and to provide the highest possible Customer Focus. Completing reports on performance management including KPIs and metrics for the Senior Management Team.Recruitment of new agents - conducting interviews, holding pair or group exercises, discussion of candidates' credentials with Recruitment in decision-making process.

Key responsibilities:Working as part of a customer services/tech support team, I would answer and resolve inbound customer service and technical broadband queries. . Period of self-study in France and working in Latvia Jun 2005 to Sept 2005After a month of self-study in France, I spent the rest of the summer in Riga, Latvia working in Marketing for a confectioner. During this time I set up a website for them in 3 languages to advertise their products and also established leads for them cross Western Europe and North America to try to build their export base.

Key responsibilities:Monitoring performance of 2 call centres and reporting upon these. Reports involved completing a detailed half-hourly report based on activities and major issues that affected the centres' performance as well as monitoring agents' Key Performance Indicators (KPIs) such as adherence, idle time, and sign on and off. This could be done by the individual, team, zone or centre. Some reporting was done on HR issues such as allocation and updating of holiday databases, shift patterns, overtime, attendance and punctuality with Employment Management software packages, CC Pulse, IEX and Bluepumpkin. Reports were tailor-made for Team Managers, Customer Service Managers or Contact Centre Managers. Outage Management Agent/2nd Line Support Agent Jan 2003 to May 2004Key responsibilities:Outage detection by analyzing trends on reported faults. Classification and prioritization of outages, determined by impact, urgency or frequency.Escalation to Network Operations through agreed outage escalation processesManaging outage communications to the contact centres and to customers by use of intranet, external Internet and IVR messaging.Confirming outage resolution either by contacting customers directly or by validation through network monitoring tools.Resolution of escalated Cable TV, Interactive or Telephone select service issues on the switch.

Diploma Of Higher Education, French & Spanish

Bachelor Of Science - Bsc, Business Management