David Webb Email & Phone Number

Reading, Pa, Us

Newbury

SaaS provider of cloud-based Mobile and Analytics workforce management products, to the Field Service, Facilities Management, Courier, and Logistics sectors. Customers include Hermes, Stanley Black & Decker, Konica Minolta, Computacenter, Transport for London, Wolseley, Saint Gobain and Jones Laing LaSalle. Responsible for Product Management, Client Services and Commercial Operations, incl. Professional Services, Account Management, Customer Success and Service Support functions.Responsible for Risk & Compliance Management - including accreditation to ISO 9001 and ISO 27001 standards for Quality and Information Security.Acting Data Protection Officer - led the organisation through comprehensive GDPR assurance program, and implemented DPOaaS for on-going support. Led the product development of a class-leading Analytics product - from concept, through development, to successful launch and on-going customer success.Led the Product R&D teams through the migration of products and services from self-hosted, to Cloud-based (AWS), delivering operational excellence, security, reliability, performance efficiency and cost optimisation. Enabling key customer to deliver 3.5M customer-facing tasks per day (~110 per second), across 44k active users. Achievements: 183% CAGR (2015 – 2019) of Cloud-based products and services. NPS Score of 95 for Products & Services (FY2019). FY2020: 0% Gross £ Churn and 0% Gross Logo Churn, 112% Customer Net £ Retention.

Promoted to Company Director. Responsibilities extended to incorporate Product Management. Delivered 120% growth in Consultancy revenues within first 2 years, whilst improving utilisation, earned value and project delivery rates.

Led successful Professional Services function, with responsibility for Program Management, Project Management, Business Analysis, Consultancy (Business & Technical), and Software Development. Introduced new Customer Engagement and Project Management methodology (Prince 2 adaptation, with Agile Build phase).

UK Service Director with full P&L and budgeting responsibility for a £25M turnover Field Service operation, serving 35k customers / customer contracts.Responsible for Contact Centre, Resource Scheduling, Field Service, Key Account Management and Customer / Contracts Administration functions.Led the restructure of the operating model to deliver 20%/ £4M p.a. productivity improvement, enhanced customer service levels, and delivered significant key account growth.

Led a comprehensive data-led digital transformation program across the UK Service business. Drove a program of change, involving the re-engineering of core operating processes, functional restructuring, and workforce re-tooling, supported by the launch of a revamped learning and incentives program to employee engagement.Enabled through ERP, CRM, BI/Analytics, Automated Resource Scheduling, Location Services, Mobile and Document Management technologies.Project activities encompassed the full operating model, including Contact Centre, Field Service, Customer and Contracts Administration functions. Achievements: 20%+ / £4M annualised efficiency gains realised from year one.

Regional General Manager responsible for Sales and Service across 1/3 of the UK.Industrial systems and software for organisations primarily operating in the Manufacturing, Food, Waste and Recycling, Transportation and Logistics sectors.Conceptualised a new operating model for the UK Service organisation. Led the formulation of a business case and secured corporate investment in a comprehensive change program to deliver on this vision.

Leading a division responsible for delivering IT Services across a range of different national and international contracts, including:- outsourced warranty support for Global OEMs incl. Panasonic, Epson, Sony, and Fujitsu - full managed service contracts for MNOs incl. GE Capital, Ticketmaster, Odeon, UGC and Vue Cinemas.Holistic asset service provision from Repair Centre (incl. component-level PCB repairs and equipment repair & refurbishment) services, Field Service, Reverse Logistics and Swap-out services. Full Budgeting and P&L responsibility, 120 heads.

Bachelor Of Arts (Ba), Political Science And Government

Education record