Outline:Responsible for the ongoing service delivery performance to high profile customer account Canal & River Trust with 90 UK sites and 1500 user base. Manage provisioned SCC services to contracted service levels, maintaining a high level of customer satisfaction and NPS underpinned by continual service improvement initiatives. Lead IT operational service reviews with the client, provide service reporting, resolve service problems and customer complaints. Monthly billing to the client.Key achievements:• Rebuilt the account customer relationship to reach a 10 year high customer satisfaction score• Resurrected a stalled datacentre migration project and worked closely with the Technical Services Manager to complete the objectives without any further service impact• Assisted Account Manager and Solution Manager to secure a 3 year £5M client contract extension and maintain customer loyalty• Introduced additional performance monitoring of services and revitalised/revamped reporting• Led monthly service reviews with the client, mitigated risks and resolved service issues• Managed a Service Improvement Plan to return a Service Desk to green SLAs/KPIs and high levels of customer satisfaction for performance, knowledge and customer handling skills• Managed a Service Improvement Plan to improve the Asset CMDB content accuracy, improve analysis reports and introduce procedures to maintain this• Centralised the laptop/mobile configuration and deployment service from an on-site engineer to SCC’s Configuration Centre to reduce cost and improve SLA performance• Implemented SCC’s laptop refurbishment service to allow returned laptops to be re-deployed• Increased laptop repair productivity to improve turnaround timescale• Introduced SCC’s Next Business Day delivery for laptops/mobiles to reduce customer wait times• Introduced homeworker device support agreement and increased remote access infrastructure capacity for the client’s switch to homeworking for all staff

Outline:Responsible for the operational performance, availability and support of IT Infrastructure services provided to clients E.ON & Uniper with 140 UK sites & 10,000 user base. Matrix management of UK and international technical support teams covering network, security and telephony infrastructure. Deliver excellent customer service and manage supplier performance.Key achievements:• Efficiently managed a cost budget for infrastructure services, optimised resources and improved efficiency to reduce annual running costs from £16M to £12M• Led monthly IT service reviews with client managers, resolved escalated issues and drove service improvement plans to keep customer satisfaction levels high and SLAs green• Attended monthly performance reviews with strategic partners BT/Vodafone/EE and agreed supplier service improvement plans to ensure effective/efficient supplier performance• Increased revenue by creating bespoke IT service/solution proposals and commercials to meet customer non standard requirements• Assisted a successful sales team RFP bid to secure a 5 year £40M deal with customer E.ON for a new Genesys Contact Centre Platform• Setup the end to end service management chain for E.ON’s new Contact Centre Platform• Led the Operational Acceptance of the Contact Centre Platform handover from the project team to the support teams to ensure 100% Service/Operational Readiness.• Setup the end to end service management chain for a €2M contact centre call recording solution• Coordinated replacement network connectivity to 20 E.ON and Uniper sites• Managed a datacentre/comms room clean-up exercise at 18 sites removing risks/issues found to improve IT service stability & availability• Steered suppliers and support teams to resolve Major Incidents within SLA on numerous occasions

Outline:Responsible for the operational performance, availability and support of IT Infrastructure services provided to 140 UK sites & 10,000 user base. Manage a department of 38 IT staff supporting all E.ON UK network, security, telephony & messaging operations. Deliver excellent customer service and manage supplier performance.Key achievements:• Efficiently managed a cost budget for network/security/telephony/messaging services, optimised resources and improved efficiency to reduce annual running costs from £17M to £16M• Attended monthly IT operational service reviews with customers, resolved escalated service issues and drove service improvement plans to keep customer satisfaction levels high• Attended monthly performance reviews with strategic partners BT/Cable & Wireless/O2 and agreed supplier service improvement plans to ensure effective/efficient supplier performance• Assisted the E.ON IT German management team in planning and executing the transition from de-centralised operational support teams to joint pan-European support teams • Worked in Hanover for 4 months to assist the Transition project team with their planning and initiation of the Outsourcing of the E.ON IT Infrastructure services into T-Systems• Steered suppliers and support teams to resolve Major Incidents within SLA• Coordinated IT Disaster Recovery and Service Continuity planning and testing