Guy Ferguson Email & Phone Number

London, England, United Kingdom

Accountable for Strategic Partnership relationships and new growth opportunities for SSCL Government.

London, United Kingdom

London, United Kingdom

London, United Kingdom

Responsible for leading Justice Client Relationship Team, managing the MoJ & Home Office accounts.Key Achievements• Strengthened CRM & Client relationships with both the Ministry of Justice (MoJ) and the Home Office.• Onboarding of new clients (OPG/Parole Board/YJB) – increased annual revenue by €500k• Sponsor and SRO for a project that resulted in the roll out of new technology to improve the quality of monthly reporting to all clients• Led a successful project to raise… Show more Responsible for leading Justice Client Relationship Team, managing the MoJ & Home Office accounts.Key Achievements• Strengthened CRM & Client relationships with both the Ministry of Justice (MoJ) and the Home Office.• Onboarding of new clients (OPG/Parole Board/YJB) – increased annual revenue by €500k• Sponsor and SRO for a project that resulted in the roll out of new technology to improve the quality of monthly reporting to all clients• Led a successful project to raise awareness of Service Credits, which helped to reduce service credit penalties paid out from £285K at the start of 2016 to £180K by the end of 2016• Highlighted issues of poor time recording and pushed forward activities to address these issues• Played a key role in initiating a programme to update the client satisfaction survey which has improved feedback and increased engagement with stakeholders• Promoted a “Collaboration charter” with MoJ – building a collaborative• Transitioned the MoJ from its legacy back office IT platform to a new single cross govt IT solution. Led negotiations with MoJ, securing service credit waivers to mitigate the financial risk of service failures during the transition.Responsibilities• Client Relationship Team Lead and representative on internal Delivery Excellence board• Leading business development activities for the Ministry of Justice and Home Office• Develop and sustain long-term strategic client relationships • Aligning SSCL strategy, policies & plans with those of Clients• Designing an annual delivery planning process on how SSCL/clients deliver their longer-term priorities• Managing Crown Oversight Function relationships, escalations and complaints• Ensuring account plans are delivered against the SSCL strategy and objectives• Ensuring Business Development plans are properly documented • Developing a roadmap for improving SSCL’s reputation with existing clients• Managing the Service Catalogue, including review and maintenance activities Show less

London, United Kingdom

Position held in addition to role as Commercial Development Manager.Key Achievements• Drove a cultural change across the team, creating greater commercial focus and awareness • Improved change control and project tracking processes across MoJ Shared Services • Facilitated effective negotiation of a £7m budget deficit with the corporate centre• Improved staff engagement across the team (increased average of 6% in staff survey results in one year) • Introduced a more… Show more Position held in addition to role as Commercial Development Manager.Key Achievements• Drove a cultural change across the team, creating greater commercial focus and awareness • Improved change control and project tracking processes across MoJ Shared Services • Facilitated effective negotiation of a £7m budget deficit with the corporate centre• Improved staff engagement across the team (increased average of 6% in staff survey results in one year) • Introduced a more efficient matrix management approach for the Commercial function that resulted in a greater focus on actions and outcomesResponsibilities• Member of the MoJ Shared Services responsible for the leadership of the Commercial function• Oversaw the commercial management of client relationships & governance, and the portfolio of change• Coordinated shared services strategy and service improvement partnering across the organisation• Delivered new business capability for MoJ Shared Services• Managed a budget of £1.4 million Show less

London

Key Achievements• Developed and implemented a business intelligence model that supported growth and long term strategic decision making in Shared Services• Delivered a new business process for Shared Services from enquiry to go live• Successfully deployed across numerous engagements including the Home Office, the Crown Prosecution Service, and a number of Arm’s-Length Bodies• Mentored and developed two Civil Service Fast Stream staff (one is now a substantive grade 7 in Cabinet… Show more Key Achievements• Developed and implemented a business intelligence model that supported growth and long term strategic decision making in Shared Services• Delivered a new business process for Shared Services from enquiry to go live• Successfully deployed across numerous engagements including the Home Office, the Crown Prosecution Service, and a number of Arm’s-Length Bodies• Mentored and developed two Civil Service Fast Stream staff (one is now a substantive grade 7 in Cabinet Office)Responsibilities• Senior manager within the Commercial function• Developed, maintained and deployed new business strategies• Responsible for the sales and marketing of Shared Services to existing and new clients• Oversaw the development of Shared Services organisational strategy and corporate reporting activities Show less

London, United Kingdom

Key Achievements• Built stronger and closer working relationships with senior clients and stakeholders• Aligned Home Office and MoJ change processes to ensure greater consistency and efficiency within Shared Services, passing savings onto both clients• Delivered a service improvement initiative to identify causes of increased call volumes and develop remedies that improved service and reduced costs• Led the Shared Services response to a failure in the Home Office’s Oracle… Show more Key Achievements• Built stronger and closer working relationships with senior clients and stakeholders• Aligned Home Office and MoJ change processes to ensure greater consistency and efficiency within Shared Services, passing savings onto both clients• Delivered a service improvement initiative to identify causes of increased call volumes and develop remedies that improved service and reduced costs• Led the Shared Services response to a failure in the Home Office’s Oracle system, negotiated adjustments to service agreements and recovery activities and fairly defended Shared Services where necessaryResponsibilities• Managed relationships with the Core Home Office and UK Borders Agency • Managed all commercial aspects of the business relationship• Worked in partnership with senior stakeholders to analyse / improve service performance and costs• Managed contractual and budget negotiations with the Home Office, maintaining the governance model• Ensured Home Office requirements were aligned to the MoJ Shared Services Strategic Business Plan Show less

Maidstone, Kent

Key Achievements• Developed new links with internal and external customers to better understand their needs and expectations, ensuring their input in improving the force’s accessibility and responsiveness• Developed and launched a new emergency SMS text service in partnership with the West Kent Deaf Forum• Represented the FCC at several force strategic boards, liaising and negotiating service standards with internal customers, (Basic Command Units), including the Anti-Social… Show more Key Achievements• Developed new links with internal and external customers to better understand their needs and expectations, ensuring their input in improving the force’s accessibility and responsiveness• Developed and launched a new emergency SMS text service in partnership with the West Kent Deaf Forum• Represented the FCC at several force strategic boards, liaising and negotiating service standards with internal customers, (Basic Command Units), including the Anti-Social Behaviour Gold Group• Developed a joint focus and consolidated approach to tackling Anti-Social Behaviour across the force Responsibilities• A member of the Senior Management Team• Responsible for overseeing customer service and quality issues within the Force Communication Centre• Oversaw all channels of first customer contact across the force Show less

Maidstone, Kent

Key Achievements• Facilitated engagement with potential partners (County, Unitary and District Councils), at Chief Executive level, selling the concepts of SNEN and securing commitment to the partnershipResponsibilities• Project Manager for establishing the Kent & Medway Single Non-Emergency Number partnership• Responsible for co-ordinating Kent Police’s Contact Management response to Her Majesty’s Inspectorate of Constabulary baseline assessment process in 2005 and 2006

Maidstone, Kent

Key Achievements• Introduced a work programme to improve working practices around the secondment of Kent officers overseas (process was adopted as best practice by Home, Foreign and Commonwealth Offices)• Seconded as ACC Staff Officer, the first Civilian to do so• Led the development of national minimum medical standards for officers deployed in specialist rolesResponsibilities• Responsible for co-ordinating strategic projects and managing a portfolio of work on behalf… Show more Key Achievements• Introduced a work programme to improve working practices around the secondment of Kent officers overseas (process was adopted as best practice by Home, Foreign and Commonwealth Offices)• Seconded as ACC Staff Officer, the first Civilian to do so• Led the development of national minimum medical standards for officers deployed in specialist rolesResponsibilities• Responsible for co-ordinating strategic projects and managing a portfolio of work on behalf of the ACC • Contributed to the development of change plans for Kent Police as part of a restructure programme, as well as development of national initiatives within his ACPO portfolio Show less

Maidstone

Responsible for the operational management of a section of 60 to 80 staff deployed across a variety of telephony and despatch functions. Real time incident and performance management coupled with long term section and staff development activities. Key Achievements1 Joining prior to the opening of the Force Communications Centre in September 2001, I successfully coordinated a migration programme to provide a smooth transition for over 400 existing and new staff from… Show more Responsible for the operational management of a section of 60 to 80 staff deployed across a variety of telephony and despatch functions. Real time incident and performance management coupled with long term section and staff development activities. Key Achievements1 Joining prior to the opening of the Force Communications Centre in September 2001, I successfully coordinated a migration programme to provide a smooth transition for over 400 existing and new staff from nine local control rooms to the new central site.2 Identified a gap in training and development of new staff, between the class room and live environments. Recommended and established the concept of a tutor unit run by a coaching team of experienced staff to provide ongoing support to new recruits.3 Took over a poorly performing team and within a year lead the necessary changes resulting in the best performance across a range of balanced scorecard measurements.4 The only Shift Manager to have achieved promotion to “senior” Shift Manager. Show less

West Kent Business Centre

Key Achievements• Improved the efficiency of operations in response to an increasing workload of calls, introduced a change of focus of performance management that enabled a 50% increase to be handled with minimal staffingResponsibilities• Managed the daily operations and performance of the centre• Managed relationships with internal and external stakeholders

Lewes Service Centre

Key Achievements• Within 18 months, the team became one of the top performing units in its designated business zone Responsibilities• Established a large, centralised underwriting and new business process team covering all of Sussex