Ieuan Day Email & Phone Number

United Kingdom

Head of Operations for the COVID-19 Infection Survey at the Office For National Statistics

Ww

• Business change program, leading a major global business improvement program with the aim of simplifying and standardising the services portfolio components across all three global business regions• Developed product support or solution portfolio offerings, that included conformance to pricing strategies, end-to-end service delivery with Sales & Operations readiness associated processes. • Worked across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs with associated processes to meet emerging customer/market needs and fuel profitable growth.

Global Role

• Developed the MS hardware Deployment planning in support of customer requirements and business needs, capabilities, and strategies.• Collaborated across worldwide, regional, and functional teams which generated input into the newly developed hardware forecasts as well as the status of hardware installations.• Defined the metrics required to measure business performance, comparing actual to forecasted values, developing processes for identifying and addressing performance gaps.• Led priority projects with complex analyses as well as developing improvement recommendations• Created and managed the Installed Base tool and became the ‘Data Manager’ around collecting the ‘Single Version of the Truth’• Acted as a liaison between groups, specifically the link from WW to regional organisations to elicit, document, analyse and validate individual requirements• Utilised technical and business skills to lead complex cross-functional activities that had a high impact on the services business.• Provided mentoring and guidance to peers and junior employees

Regional Role

• European business lead for a major World-Wide Managed Print Services system re-design, resulting in a consolidation of several operational tools into one single systems tool• Consolidated local regional processes and documentation into a central Knowledge Repository and integrated Customer Account Repository• Charged with driving Europe wide delivery improvements, helping to implement new delivery methods, ensuring processes and methodologies were documented • Process lead for customer facing Program Management within the Delivery operations organization, with the focus on successfully increasing TCE (Total Customer Experience) while decreasing delivery costs – resulting in a 5% reduction• Led the Management of Change for Global Programs, ensuring that our staff were given the right information and training to ensure smooth deployment of programs• Responsible for the defining, developing, documenting and implementation of new internal delivery processes as well as process enhancements for the business goals and deliverables• A trained facilitator who regularly trained diverse global and regional groups, achieved through locally developed training material• Remotely based, working with Global teams and individual countries

Bristol, United Kingdom

• Warranty Program Manager for a large manufacturing entity, successfully created a process for gathering and collecting failure information to create an AFR % (Annual Failure Rate), attached this to failure costs and worked with the engineering teams and identified key failure areas as well as developing process improvement programs• Program lead for the global deployment of customer usable support tools that were implemented within our customer support centres. Also implemented processes within the support centres to help identify top inhibitors as well as creating processes for resolving these – An example of which was reducing the AFR rate (1% reduction seen on certain products) by creating and implementing a product diagnostic script for our support centres.• Instrumental in developing and deploying the Technical Remote process for product support, reducing No Fault Found (NFF) rates across the business by up to 5% on certain products• Call Centre Lead (focused on early detection & problem resolution for product quality issues; focused on deployment effectiveness)• Configuration information sharing (KM), escalation & sharing case knowledge• Manufacturing Production planning and Master Scheduler – this involved working directly with manufacturing and supplies organisation to ensure that short and long term product forecasts were in line with customer and business expectations