Guy Lyon Email & Phone Number

Sydney, Australia

Denver

Managing the operation of Project and Change Teams including the Project Managers and Change Managers, Technical Design and Customer Design AuthoritiesTraining and hiring of personnel of the Project, Change and EngineeringTeamsTo be responsible for all aspects of the delivery of US based projects and changes to the contracted technical, financial, quality and timescale specifications.To ensure high levels of customer satisfaction during the project life cycle as defined in the Project Initiation Documents (RAG status report)To ensure all internal financial targets of cost and revenue forecasts are met To ensure that all projects and programmes under jurisdiction stay in a “green” status on the RAG status report.Ensure that all Change, Project and Programme Managers identify revenue opportunities and track this on a quarterly basis.Conduct 1-2-1 sessions with team members to understand and manage each team members change, project and programme related issues.Act as a point of escalation for the change, project and programme team members, whether this be on change, project related issues or other issues.Develop strong customer relationships at a senior level to ensure that full customer support is forthcoming when encountering delivery issues. This will require attending a minimum number of customer review meetingsTo become ‘centres of excellence’ regarding delivery of RGCOMs solutions, with all this entails such as governance, risk management, resource management, financial management, contract management etc.Provide pre-contract support to the sales team during the bid process as requested and agreed by VP Operations. This may include, but is not limited to, producing project plans, financial cost models, RAID logs and representing the PM team in meetings.Manage other ad hoc tasks as required by the VP Customer Operations.

Mumbai Area, India

Transition of MACC function from global customer facing offices to India global service centre Update and create global change management processesWork with reporting teams to define tracking and prediction reports to drive these processes from within a brand new back office environmentTrain in country Change Management teams on new model and support metrics (UK / France / Germany)Classroom train, then live mentoring of 30 strong MACC team, cross train Provisioning and CRC (Project support) teams. Delivered a bespoke front office service process into a regimented BPO environment following Reliance buyout of Vanco

Durban Area, South Africa

Start up back office and transition customer facing business functionsRecruit candidates, train new starters in multiple batches on company systems and processesTransition work from UK head office with minimal customer disruptionDesign and implement team/individual performance metrics and reporting bespoke to South African officeHandle escalations from client base and UK Change Management teamOffice administration – assist with organization of IT equipment, furniture, office design

London, United Kingdom

Deliver client changes for Virtual Network OperatorHired for new department within the company, set up to deal with single client service delivery and assurance across their legacy PBX network in order to win future WAN dealCreated processes and procedures for service delivery aspects of this roleManaged changes from creation to closure, liaising with multiple third parties to effect these changes, report status to customers regularly and escalate as requiredCatch and dispatch fault tickets to third party vendors