David Roberts Email & Phone Number

Peterborough, Gb

As Head of Field Services, I am Responsible for Operations and the long term Commercial and Strategical Direction of the Department of both the Field and Onsite Engineering Teams.Key areas include -Efficiencies and Quality, with a Focus on ImprovementsBuilding Effective, Collaborative Working RelationshipsDesign and Strategy of Delivered ServicesLearning and DevelopmentReporting

Reading, England, United Kingdom

As Head of Global Field Services, I was responsible in overseeing and leading operational performance and delivery of contracted services across all regions, through Globally dispersed Engineering Teams covering all Continents. I provided support and guidance to Regional Operations Managers with more than 250 Onsite IT Engineers, and Field Engineers providing IT Services into external customers.I contributed to the business strategy for growth, focusing on a redesign of the… Show more As Head of Global Field Services, I was responsible in overseeing and leading operational performance and delivery of contracted services across all regions, through Globally dispersed Engineering Teams covering all Continents. I provided support and guidance to Regional Operations Managers with more than 250 Onsite IT Engineers, and Field Engineers providing IT Services into external customers.I contributed to the business strategy for growth, focusing on a redesign of the Management Framework by reducing the number of Operational Managers and creating a new remote role that provided support to both the customers, and all co-workers. This change led to an increase in co-worker engagement measured by survey’s, along with a commercial benefit that led to a reduction in costs of approx. £200K pa.I Identified and managed the internal cost modelling for the delivery of Engineering services at all levels, to include, Field Services, Onsite Engineering and Projects, by region and by Project, ensuring delivery to all agreed financial targets and business objectives I worked with the wider Delivery Teams and Recruitment through the Transition of Services across a single account to include more than 125 IT Engineering roles being created, placed, and supported across more than 14 countries all within a 3 month period. Implemented standardised working practices, processes and procedures for all co-workers across all regions to include Recruiting, Onboarding and Offboarding co workers and Partner Engineers. Show less

Birmingham, United Kingdom

As the Field Service Director, I was responsible in spearheading IT Engineering teams across the UK and Europe, to include The Netherlands, Belgium and the Nordics.Overseeing and leading operational performance and delivery of contracted services across all regions, liaising closely with all Regional Field Service Managers to ensure that the quality of service meets or exceeds contractual obligations and customer satisfaction, and delivers business results within budgetIn the UK I… Show more As the Field Service Director, I was responsible in spearheading IT Engineering teams across the UK and Europe, to include The Netherlands, Belgium and the Nordics.Overseeing and leading operational performance and delivery of contracted services across all regions, liaising closely with all Regional Field Service Managers to ensure that the quality of service meets or exceeds contractual obligations and customer satisfaction, and delivers business results within budgetIn the UK I designed and delivered a key change to meet the demand of workload whilst considering the duty of care of the employee. In providing 24/7 support to an external customer base, each team now consists of one Field Engineer working a shift from 14:00 to 22:30 - This increased productivity, decreased the risk of working 16 to 20 hours per day, and reduced costs to the business. For several years, I continued to enhanced operational efficiencies and service levels at a global level regarding the department's performance against KPI’s and SLA’s.As a leader for key corporate initiatives, this change had massive benefits to the individual, the teams, the increase in bandwidth of time being covered, whilst reducing the overall costs to the business.I expanded IT delivery teams across the UK from 8 Field Engineers to more than 30 over 3 years and built a new IT delivery team with 26 new Field Engineers across 2 locations in Denmark, along with another team covering The Netherlands and Belgium. I was a key stakeholder in planning and managing the migration of internal systems both in the UK and across Europe. Show less

Birmingham, United Kingdom

As a Field Delivery Senior Manager at Curvature, I was responsible for developing solutions to productivity issues by managing IT Field teams across the UK and Europe whilst ensuring compliance with company policies and procedures. The time spent in this department allowed me to experience various parts of field delivery management, as well as liaising with customers and other stakeholders.During this time I was a key stakeholder during the intergations of operations across different… Show more As a Field Delivery Senior Manager at Curvature, I was responsible for developing solutions to productivity issues by managing IT Field teams across the UK and Europe whilst ensuring compliance with company policies and procedures. The time spent in this department allowed me to experience various parts of field delivery management, as well as liaising with customers and other stakeholders.During this time I was a key stakeholder during the intergations of operations across different countries. Show less

Birmingham, United Kingdom

Managing the team in the UK to include Field Engineers primarily in Birmingham. With the growth of the business I was responsible for all recruitment, to include interviews, hiring, coaching, training and the onboarding of all new team members. Managed the team on a day to basis to enure all members had the support and guidance as needed.

Redditch, Worcestershire

As an IT Service Operations Manager, I thoughtfully managed long term opportunities for Maindec Computer Solutions. I achieved promotion to a management role for the regional office reporting to the Operations Director through maintaining clear benchmarks in providing IT support and solutions within the West Midlands. I gained invaluable experience in providing day to day guidance to technical field engineers responsible for hardware IT Service calls across the region whilst maintaining… Show more As an IT Service Operations Manager, I thoughtfully managed long term opportunities for Maindec Computer Solutions. I achieved promotion to a management role for the regional office reporting to the Operations Director through maintaining clear benchmarks in providing IT support and solutions within the West Midlands. I gained invaluable experience in providing day to day guidance to technical field engineers responsible for hardware IT Service calls across the region whilst maintaining knowledge and understanding in working with an ITIL framework to achieve service levels and customer satisfaction Show less

Redditch , Worcestershire

• Providing technical support to engineers and external customers to resolve critical system issues, including out of hours/on call support, with a logical, methodical and structured approach.• Troubleshooting incidents/problems on a wide range of Servers, IBM, HP, Dell, SUN, • Responsible for troubleshooting and the repair of Servers and Storage Solutions.• Point of escalation for engineers, providing telephone and onsite support.• Providing support for PC’s, Networks and… Show more • Providing technical support to engineers and external customers to resolve critical system issues, including out of hours/on call support, with a logical, methodical and structured approach.• Troubleshooting incidents/problems on a wide range of Servers, IBM, HP, Dell, SUN, • Responsible for troubleshooting and the repair of Servers and Storage Solutions.• Point of escalation for engineers, providing telephone and onsite support.• Providing support for PC’s, Networks and Servers within the West Midlands. Show less