Daniel Redman Email & Phone Number

Harrogate, England, United Kingdom

As the Service Delivery Coordination & Improvement Lead I take overall responsibility for the provision services delivered by the Service Delivery and Improvement Team. The core objectives of the team are to ensure proactive engagement with customers who don’t have a dedicated management team. Ensuring that service is meeting expectations, the SLA achievement can be evidenced, and any service shortfalls are addressed. In addition to this I work with the wider business in the identification and implementation of service improvement initiatives as part of the wider Continuous Service Improvement Plan. Throughout the performance of this role it is my objective to Increase levels of customer satisfaction, improve customer engagement, enhance our profile with our customers, improve communication internally to raise/solve issues and proactively drive Service Improvement Initiatives to successful completionMy Key responsibilities:• Leadership, mentoring and general management of the Service Delivery and Improvement Team • Ensuring contracted levels of service provision to a portfolio of customers• Taking direct ownership for the Service management of larger accounts• Ensuring that the team are making proactive “Service Check-In” calls with managed customer• Overseeing the team’s ownership of service issues.• Providing evidence of SLA achievement across the customer base• Acting as a point of internal escalation• Providing management reporting to outline the team’s performance • Being a point of contact for customer queries and escalations.• Managing the Service Improvement processes and framework • Adhering to ISO accreditation standardso Complying with Redcentric’s policies and procedures o Handling and protection of Redcentric informationo Reporting of any security events

Harrogate, United Kingdom

Responsible and accountable for overall Service Management Delivery into some of Redcentric’s flagship clients, covering multiple service programs. Managing the performance of service, ensuring that the multi-faceted contracted service levels are achieved and exceeded at agreed revenue and cost.• Health & Social Care Network Peering Exchange (replacement for N3) Service Management of all Conectivity Service Providers (23 approved resellers) in accordance to the HSCN Framework:o Designed, created and implemented process, procedural, and relevant collateral, documentation to underpin service requirements, specifically looking at Incident Management, Problem Management, Major Incident Management, Change Management Service Level Management, Escalation Management and Service Reporting. oCreated a central portal for Customer SLA reporting accessable via a central portal produced with powerBI. This included connecting multiple data srources from all delivered services and service desk interactions. Helping reduce the time to produce Service reports and ensure their accuracy.o Creation & delivery of Service Operating Model and Service Operating Manual to align to contractual requirements, ensuring that all contractual deliverables are understood and baselined.o Responsible for the successful transition of the HSCN Peering service into BAU operations, from first identifying the initial resource requirements, timescales and operational acceptance criteria, through to planning, deployment and operational and technical signoff during the transition, both internally and with the client.

Harrogate, United Kingdom

Responsible for supporting the Service Delivery Managers into some of Redcentric’s flagship clients, covering multiple service programs. Developed and maintained existing Client Service reporting focussing on SLA and contractual performance. Resoponsible for the on boarding of Connectivity Suppliers to the Health and Social Care Network. Liasing with Clients, technical core network and field engineers to deliver their connectivity. While following Governmental frameworks and ITIL Change Management processes. Key to this role was ensuring effective and clear communication between NHS Digital, the Connectivity Supplier and Redcentric as the Health and Social Care Network providers.

Harrogate, England, United Kingdom

Working on multiple client projects simultaneously supporting the scheduling of activities, financial management, risk mitigation and reporting of client project work to meet scientific, regulatory and client requirements. I worked on 15 client projects with values ranging from £10,000 - £12,000,000 per annum; all produce works pertaining to the safety and quality of medical treatments ranging from cancer to vaccinations.During my role here my key responsibilities included, direct liaison with clients, through face to face meetings, conference calls and a range of video/teleconference suites. Follow established study execution procedures. Identify opportunities for process improvement.Provide on-time delivery of high quality data and reports.Work with cross-functional teams to coordinate and track deliverables, timelines and resource requirements.Effectively and clearly communicate technical specifications and requirements across departments and to non-technical colleagues.Establish excellent working relationships with clients and associated project teams to ensure client satisfaction and operations excellence;Act as an ambassador on behalf of the client across Covance business units exemplifying the concept of Signature Client Service.Monitor, evaluate and review the scientific performance of the study providing clients with regular progress updates.Produce and maintain the tools used to communicate project progress including timelines, data tracking and trending, client satisfaction, KPIs and milestones.Key Achievements:Implemented continuous improvement projects and processes. During my time at Covance this resulted in a 35% uplift in on time delivery for project reports and a 15% increase in revenue recognition.Have overseen every stage of the drug development lifecycle, from Method Development to commercialization and production.

Birmingham, United Kingdom

Worked with Nokia on the Darwin Project for Everything Everywhere intended for the upgrade and installation of the LTE/4G network across the UK later to include the emergency services networks and their upgrades. I was the Senior Project Coordinator throughout the project life cycle from initiating and planning to control and closing. My role and responsibilities evolved as the project progressed with a passion for accuracy detail and clarity, I have experience with defining and writing process documentation for distribution to sub-contractors and project personnel; monitoring, auditing and quality control of the work supplied by sub-contractors. Reporting accurate and detailed information and data to project leads and the clients with professionalism and clarity. Managing a team of engineers spread across the UK ensuring the engineers are up to date with training and documentation to carry out the specified works on site. Raising and claiming work packages with accurate dates to confirm with contractual time obligations. Communicating with the clients site owners and 3rd party site providers (private land owners/ Arqiva / Wireless Infrastructure Group) to negotiate site visits on behalf of the client with clarity of works to be carried out and courtesy to ensure a good supportive relationship is maintained with the client and their site providers.

Process planning and writing, Risk Mitigation, Reporting to Clients and Project Leads, Monitor and Control of Sub Contractors, Auditing works by Sub Contractors, Managing a team of Engineers spread across the UK.

Bachelor'S Degree, Industrial And Product Design, 2.2

Activities and Societies: Rugby Society I have studied Product Design at the University of Lincoln, where I acquired a wide range.

Computer Science, Computer Science

I am currently studying Computer Science part time. Throughout this degree I have studied a broad range of subjects from ITIL Service.

Education record

Bachelor Of Applied Science - Basc, Computer Science

Part time learning, with a focus on communications and software

Bachelor Of Applied Science - Basc, Computer Science