David Balding Email & Phone Number

Customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and SolutionsManaging revenue and profit margin to targetResponsible for building a high- trust relationships with multiple levels within the Client environmentResponsible for adding value via continuous improvement, identifying new opportunitiesManagement / coordination of cross functional teams to deliver projects on time in budget meeting and exceeding customers needs

London, United Kingdom

Managing a team of 5 Service managers 120 Field and Site based engineers in an IT break-fix operation.Implementing major regional restructure to improve performance against SLA and improving financial performanceBuilding effective team structure to work with all parts of business whilst improving morale and motivation. Implementing new process and practise to drive productivity from management to field and improving customer satisfaction.

Infotec, part of the Ricoh Group, was a document solutions company employing 440 staff in the UK and is now part of Ricoh UK. Infotec generated annual sales of £50m predominately through the sale and service of photocopiers, printers and associated document management software. Ricoh Group are the world`s market leader in imaging solutions, with unrivalled expertise in global document management with worldwide revenues of £10 billion.As Regional Service Manager I had direct management, development and coaching of a team of 3 Field Service Managers, 60 + service engineers,11 call centre staff and 7 National and Regional Technical Specialists.Responsible for Regional P&L with influence over £10m service revenue per annum.I managed existing customer accounts identifying new customer requirements for company products and services, able to build relationships at all levels. I regularly carried out full customer service reviews at all Major accounts; including FTSE 100 companies and supported Sales Managment pre and post Tender.

Managing 20+ service engineers and the day to day running of service business Management of all Central London AccountsLiasing with customers and completing account reviews, resolving customer complaintsEnsuring area performance against set KPI i.e. response times, Customer satisfaction and Profit and Loss targets. Annual staff appraisals and goal setting against KPI.Carrying out internal audits on various departments to ensure compliance to IS9001:2000 and making recommendations on working practise and or procedures