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•Senior business leader with global experience across Customer Operations, Service Delivery and Procurement•A track record of creating strategy and then implementing operational benefits against that strategy•Long history of delivering sustained improvement through transformational change within targeted budgets in short timescales•Excellent communicator with strong influencing skills, used to working at board level•Strong people management skills with an ability to lead teams and motivate personnel, particularly through change•Wide knowledge of the payments, telecommunications and financial services markets
D&A Dobson Consultancy Services Limited
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Interim Management ConsultantD&A Dobson Consultancy Services Limited Jan 2019 - PresentOxford, United Kingdom
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Head Of Global Customer OperationsEnett Apr 2014 - Dec 2018London, United KingdomA Director level position in this fast growing travel payments Fintech, key achievements in this role were:- defining the function and implementing an organisational structure to meet customer needs;- automating key processes into Salesforce;- outsourcing level 1 support to provide a 24 x 7 multi language service;- reducing Customer Support ticket leadtimes by 50%;- meeting all regulatory onboarding requirements for customers whilst reducing the leadtime for onboarding customers by 85%;- achieved Customer Support NPS scores of 65+ over a sustained 2-year period. -
Director, International Service DeliveryBt Jan 2011 - Mar 2014After a recent organisational change, I have been promoted to Director, International Service Delivery reporting into the MD for Lead to Cash. Responsibilities are largely similar to my previous role but now with full e2e responsibility for the customer experience through Service Delivery with the addition of order managers and configuration to the existing teams. -
Head Of Global Service DeliveryBt Apr 2008 - Feb 2011The primary focus of this role is to deliver excellent customer service in terms of short leadtimes and right first time delivery at the most efficient cost to BT. This is achieved through the management and co-ordination of a combined 1000+ onshore / offshore headcount and meeting the requirements of a global internal and external customer base across 100+ countries. 2009/10 was the most successful service year ever for Global Service Delivery (GSD), with the order backlog sub 1% and right first time orders in excess of 95%. GSD has transformed itself over the past 2 years achieving a 40% reduction in headcount whilst improving service delivery by tenfold on certain measures such as backlog and rewinds. BT GSD is now a market leader in terms of its global MPLS service.
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Vp Service DeliveryBt Radianz Jan 2004 - Mar 2008Responsible for a department of 120+ people across 3 continents, this key business role ensured that customer orders are planned and installed efficiently and correctly. It required balancing cost of delivery with customer service as well as hitting transaction and revenue volumes to meet corporate targets. Last mile tail circuit spend is included in the role, an important factor in delivering company results as they are the largest single spend area for the company. Budget accountability is in excess of $130m with a CAPEX spend of $10m. Budget and CAPEX targets have been hit in every financial year. Key metrics have been introduced, improvement programs successfully completed and Service Delivery is now viewed as an inherent part of the superior value add service proposition BT Radianz delivers to its customers.
David Dobson Skills
David Dobson Education Details
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Nottingham UniversityPhysics And Applied Physics With Electronics
Frequently Asked Questions about David Dobson
What company does David Dobson work for?
David Dobson works for D&a Dobson Consultancy Services Limited
What is David Dobson's role at the current company?
David Dobson's current role is Customer Operations | International Service Delivery | Global Procurement | Interim.
What is David Dobson's email address?
David Dobson's email address is da****@****ett.com
What is David Dobson's direct phone number?
David Dobson's direct phone number is +6113000*****
What schools did David Dobson attend?
David Dobson attended Nottingham University.
What skills is David Dobson known for?
David Dobson has skills like Service Delivery, Service Management, Managed Services, Outsourcing, Data Center, Telecommunications, Management, Program Management, Change Management, Team Leadership, Vendor Management, Strategy.
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David Dobson
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David Dobson
General Manager At Secret Cinema - The World'S Best Immersive Entertainment CompanyLondon4secretcinema.org, ascential.com, reallyuseful.com, whatsonstage.com1 +442072XXXXXX
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