Hugh Best Email & Phone Number

Amsterdam, Nh, Nl

Campbell, Ca, Us

Responsible for managing the delivery of products and services. The primary goal is to ensure that services provided by the company meet and exceed the expectations of the client or customer. The Service Delivery Manager must have strong communication skills, display leadership, problem-solving skills, as well as a deep understanding of the industry and the specific services required by customer. Responsibilities include:• Developing and maintaining relationships with clients or customers• Ensuring the delivery of services is on time, within budget, and meets quality standards• Managing the performance of the service delivery team• Monitoring service metrics and identifying areas for improvement• Developing and implementing service improvement plans• Handling escalations and resolving customer complaints• Managing the delivery of multiple projects or services• Collaborating with internal teams, such as sales, operations, and IT, to ensure the delivery of services aligns with the organisation's goalsI focus primarily on the segments Automotive, Airports, Car Rental, Business Development and Real Estate.

Worldwide

Headed the operational relationship with our commercial customers. Such relationships include large charging networks of various types of chargers and driving operational improvements with a team of specialist from different departments. Balancing the needs of customers with the commercial teams, Customer Care and Technical Support. By engaging all internal and external stakeholders, we ensure service levels are met.Serving as the prime point of contact to designated clientsLead a team of Operational Account ManagersResponsible for improving process flows with other departments and reporting requirementsEnabling additional sales through operational improvements

Responsible for the international customer onboarding and roll-out of DC charging services, fast charging for EVs, in different European countriesAligning Customer Support ProgramsManaging timelines and scope of various projects whilst working autonomouslyHeading and representing the company in meetings with customers and contractorsProvide executive management information e.g. KPIs for Steering Committees Ensuring proper stakeholder management, both internal and externally

Responsible for setting up all the processes and methodology of DC chargingEstablishing detailed process descriptions based on the process designsCreate work instructions whilst maintaining internal and external alignmentActive participation in the project team in setting up Charge Point Operator services

Maarssen, Utrecht, Nl

Working on digital transformation and project management in the mobility sector. Improving the customer experience, processes efficiency and reporting to senior management.

Leading program and project management initiatives.Working with various companies in the aviation industry, helping to shape the airport infrastructure vision on several projects in cross-functional teams. Dealing with stakeholder management, governance and reporting at a senior level. Leading digital transformation.The key targets being improving company performance and customer satisfaction.

Geneva, Le Grand-Saconnex, Ch

The Fast Travel program was part of IATA's "Simplifying the Business", an industry wide initiative aimed at changing the way the air transport industry works and offer greater service to customers. The Fast Travel program focuses specifically at offering self-service options to passengers.As program manager I was ultimately responsible for the overall strategy, development, enhancement and execution of the program throughout the industry.

Geneva, Le Grand-Saconnex, Ch

As part of the "Simplify the Business" initiative, IATA had set up the Fast Travel program. This industry wide initiative focused on bringing together airlines, airports, governments and vendors in order to implement this initiative. My responsibilities included actively participating in industry meetings, conducting worldwide workshops in order to bring different parties together so as to successfully implement these projects.

Geneva, Le Grand-Saconnex, Ch

Responsible for a large portfolio of training products with a worldwide distribution, both on-line and off-line. I managed a six-figure portfolio of products moving them increasingly towards on-line usage and tablet usage. This responsibility included NPD and contract negotiations and account management.

Geneva, Le Grand-Saconnex, Ch

Led a diverse team of aviation specialists from both the passenger and cargo area. This culminated in some of the most succesfull publications in the industry being produced; the Timatic publication for passport & visa information and The Air Cargo Tariff (TACT) for cargo industry rates. This function included interacting with various government regulators and commercial entities.

Amsterdam, Nl

Led a team of 15 agents supporting the sales & services for the newly developed website of KLM Royal Dutch Airlines. Digital transformation in the making by taking a traditionally off-line product to the on-line market.

I worked at different departments within the company in three different countries. This gave me a thorough understanding of aviation, business development, operational processes and people management.