Dan Small Email & Phone Number

I began my career with BT/Openreach in 2000 as a Customer Service Engineer and worked in Essex, East London & North London until I transferred to Kent in 2012. I began covering Operations Manager roles in 2009 and was promoted to substantive Manager for National Operations & TV South in 2014. I have previously managed Mobile Work Force, NOTV, National Operations and Service Delivery teams in Crayford, East Sussex, Surrey, Kent and Essex. I was Engagement Champion for our New Recruit Team and also the Continuous Improvement Lead. I hold or have held lead roles in Safety, New Recruits, Engagement, G.Fast, Frames, Training/Skills and People and was the Service Delivery Recruits Representative within the Operations Manager Forum. I have experience in most aspects of field engineering and also of leadership performance management and compliance. I have been involved with supporting the New Recruit Journey and developing support tools for the G.Fast product for our team - we were first in Kent to Go Live and pioneered new adaptions and innovations with an RCA issues log in the projects' infancy. I have worked with my peers to help deliver improvements on Quality, Field Failures and also gains on Success Rate. Since May 2018 I have been part of Fibre & Network Delivery where I led a team of engineers in delivering Ultra-Fast Technology/Ethernet Services in the South London area. In 2020 I moved back to Kent to lead the Medway Programmes Team to deliver New & Retro sites infrastructure and we specialised in Civils Avoidance and Customer Delivery. In May 2021, we began a trial run at Patch Integration and combined our engineering community to oversee and deliver three main programmes for reliable, efficient and effective service to our customers. After 18 months, after successfully modelling a fully Integrated Patch and delivering sustained and consistent success at Patch Level, I have been fortunate enough to be offered an opportunity to develop and have moved into a Service Assurance Manager role for North Downs where I hope to improve our position and make some positive inroads to a better more robust service model for the future.

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  Engineering Programmes Manager

  Openreach

  Mar 2000 - Present