From the earliest days of my career, I've been driven by a singular passion: transforming how businesses interact with their customers to create meaningful, impactful experiences. My journey in customer-centric leadership began with a deep-seated belief in the power of innovation and data-driven strategies to not only meet but exceed customer expectations.Over the years, I've had the privilege of leading large-scale transformations across global markets, consistently delivering measurable outcomes that drive business growth and operational excellence. Whether it’s optimizing service delivery, operations, the launch of innovative platforms, or redesigning commercial models, my focus has always been on pushing the boundaries of what’s possible to achieve sustainable success and keeping customers at the centre.In parallel, I channel my passion for people development through coaching, helping individuals unlock their potential and navigate career challenges. By empowering emerging and established talent, I aim to foster personal and professional growth, aligning individual aspirations with meaningful outcomes.My career is built on a foundation of integrity, innovation, and a relentless pursuit of excellence. I am deeply committed to shaping the future of services and ensuring that every customer interaction is an opportunity to build trust and deliver value.If you share a passion for transforming customer experiences or are looking to collaborate on innovative solutions that drive business success, I’d love to connect. Let’s explore how we can work together to create the future of customer-centric service
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Director Of CustomerSmart DccFinchampstead, Gb
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Customer Experience DirectorEpsilon Telecommunications Nov 2021 - PresentSingapore, SgLead a dynamic role overseeing end-to-end customer service and IT partnerships to drive significant business growth. Orchestrate global strategic initiatives to boost efficiencies, establish operational frameworks, and cultivate talent retention. Accountable for procurement, project management, service operations, quality, pre-sales, and solution design. Champion customer experience excellence, consistently achieving NPS scores exceeding 60. Spearheading the NaaS platform (Infiny) for operational enhancements and customer self-service improvements. Manage ISO certifications, business continuity, and risk compliance.• Digitally streamlined processes, providing real-time Customer Journey performance analytics and insights.• Reduced staff churn from 30% to 5% in 12 months through value-based training, coaching and mentoring pro-gramme• Improved procurement automation and efficiency, cutting quote turnaround to 3-5 days.• Drove sustainable revenue growth by acquiring onboarding, expanding and retaining customers effectively, improving satisfaction and reducing churn.• Achieved significant improvement in procurement efficiency by reducing quote turnaround time to 3-5 days, a substantial enhancement from previous timelines spanning weeks.• Implemented supplier performance management rebates• Realised $1.2M in annualised savings and increased annual revenues by $360K from additional services. -
Operations & Delivery Director - Global It ServicesNtt Mar 2019 - Jul 2021Chiyoda-Ku, Tokyo, JpIn a multi-faceted role, my remit was to take ownership of the quote-to-cash client service as well as IT business partnering to realise significant business benefits. I organised and led strategic initiatives in four regions, designed to improve efficiencies, embed operating models and standards, while retaining talent through frameworks, introducing new platforms and re-engineering processes to cut costs. I continually measured the impact of initiatives for added-valued and revenue growth opportunities. My key contributions included:• Member of the elite top 10% high performing team, strategically delivering global change.• Transformed quote-to-cash platforms from regional distribution to globally centralised.• Enabled positive outcomes for clients, service offering and business, despite industry shift.• Introduced fully tested, innovative software-based offerings across platforms for clients.• Improved the client experience, decreased quote lead times by 10% and derived value. -
Director Of OperationsNtt Ltd. Jan 2009 - Jul 2021London, United Kingdom , GbAlliance Manchester Business School - Management Development Programme - Business Management, Marketing & Support Services (Grade A)IE Business School, Spain & Financial Times - Advanced Leadership Development Programme - Management Information Systems (General) -
Group Service Transformation DirectorDimension Data May 2016 - Mar 2019Bryanston, Johannesburg, ZaIn a leadership and management role, I supervised all aspects of service transformation in Europe, which covered 10 countries, 9k clients and 1.8m assets. I embedded SOPs in all service delivery areas using a well-defined, interlocking framework. I was an advocate of innovation in operating and delivery models, creating associated KPIs for employee performance monitoring, optimising various processes and automating manual systems through multiple transformation initiatives. My key contributions included:• Positioned the business for ongoing profitable growth in 12+ months via optimisation.• Strengthened managed video and collaboration services from loss to breakeven.• Delivered client success, transformed delivery and simplified portfolio to improve margin.• Maximised central delivery capabilities to derive real cost benefits for the business. -
European Global Service Operations DirectorDimension Data Feb 2012 - May 2016Bryanston, Johannesburg, ZaAs director of the European Global Service Centres (GSCs), my remit focused on servicing 8k+ European clients using a centralised delivery model across 13 countries. This involved supervision of 120+ direct reports and matrix management of 1k managers and multi-disciplined teams. I established Std Operating Procedures in all service delivery areas using a well-defined, interlocking framework. I drove innovation across operating and delivery models, embedded KPIs for employees, optimised business processes and automated manual systems via several transformation initiatives. My key contributions included:• Sustained operational headcount by growing multi-billion revenue 10% year-on-year.• Improved employee retention, resulting in enhanced client SLAs in Europe at 95%.• Led a global service change programme in Europe to adopt SOPs cross-functionally.• Enabled regional service delivery and business functions in 13 European countries.• Delineated and implemented standards for European and global service operations.
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Head Of Managed Service DeliveryDimension Data Jun 2009 - Feb 2012Bryanston, Johannesburg, ZaAs part of the select UK leadership team, I headed up the UK technical service centre, leading a team of high performing service delivery management experts to guarantee the quality of services, operational excellence and exceptional levels of client satisfaction. I served as best practice lead to attend a global service delivery conference, designed to highlight the reliability and development of UK service delivery, including robust models for governance and commercial activities. My key contributions included:• Achieved service objectives as elected key stakeholder to unite UK and EU GSCs.• Set-up and launched the UK incident management team, ITIL framework & processes.• Embedded best practices in the EU GSC which reached maturity in 18-months.• Optimised processes and procedures, reduced costs and improved capabilities.• Maximised resource utilisation by shaping competency and capability solutions.• Set-up programmes for training, technology and service development plans.• Commended for taking ownership of delivering objectives such as support services.• Generated maximum efficiencies and streamlined incremental headcount.
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Regional Transition ManagerDimension Data Jan 2009 - May 2009Bryanston, Johannesburg, ZaI took ownership of business transition to operationalize ITIL service transition methods and best practices, define business and services standards to activate client service across all business platforms and functions, locally and globally. I led a team of two transition managers and created a virtual resource model to deal with peak demand, liaising with sales and finance on accurate cost forecasting. I established the transition baseline to critically measure and manage change, underpinned by commercial models and continuous improvement. My key contributions included:• Set-up & integrated service transition to execute the strategy as part of management team.• Acted as a change evangelist to adopt business metrics and increase service revenues.• Placed customer transition at the heart of key milestones to gain feedback on services.• Initiated constructive and positive relationships for customer retention and satisfaction.• Improved regional relationships by realigning best practices and global collaboration.
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Sabbatical - Trans Africa ExpeditionDimension Data Dec 2007 - Jan 2009Bryanston, Johannesburg, ZaMy partner and I coordinated an independent trans-Africa expedition from the UK to South Africa to explore Africa’s deep culture and heritage, where we explored extreme landscapes and amazing wildlife events across 16 countries.
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Head Of Service Delivery - VodafoneDimension Data Sep 2006 - Dec 2007Bryanston, Johannesburg, ZaIn a strategic client account management role, I covered all aspects of managed and support services, project management and professional services delivery, which generated multimillion pound revenue. My key contributions included:• Enabled project-based service delivery using standardised packages and operating models.• Commended for innovation through the ITSMF forum, using a Vodafone case study.• Drove continuous improvements programmes to evolve services and renew contracts.
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Practice Service ArchitectDimension Data Nov 2005 - Sep 2006Bryanston, Johannesburg, ZaI served as an architect to create technical and service solutions, capturing client needs and aiding sales team to achieve business objectives. I built strong alliances with service, partner, solution and delivery teams to leverage expertise. This was in addition to building relationships with financial and commercial teams to sustain business models at optimum profitability, underpinned by standardised frameworks for lifecycle execution.
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Service Delivery ManagerDimension Data Jul 2003 - Nov 2005Bryanston, Johannesburg, Za
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Service Delivery ManagerDimension Data Jan 2001 - Jul 2003Bryanston, Johannesburg, Za
Jamie Davies Education Details
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Ie Business SchoolGeneral -
Alliance Manchester Business SchoolAnd Related Support Services
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Cape Peninsula University Of TechnologyElectrical Engineering
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John Ross CollegeMatric
Frequently Asked Questions about Jamie Davies
What company does Jamie Davies work for?
Jamie Davies works for Smart Dcc
What is Jamie Davies's role at the current company?
Jamie Davies's current role is Director of Customer.
What schools did Jamie Davies attend?
Jamie Davies attended Ie Business School, Alliance Manchester Business School, Cape Peninsula University Of Technology, John Ross College.
Who are Jamie Davies's colleagues?
Jamie Davies's colleagues are Nicola Byles, Gabriel Paisley, Robin Seaby, Richard Todd, Danielle Jackson, Bob Cox, Mohammed Hassan.
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