Jeff Thompson Email & Phone Number

Durham, United Kingdom

Project Delivery Manager working for Manpower delivering a Global Project to one of its Global IT clients

Durham, United Kingdom

Responsible for managing key relationships between DXC and its preferred Agency Contractor Suppliers.Driving through cost saving initiatives, continuous improvement, relationship building and delivering on DXC Global initiatives to streamline their resourcing portfolio.

Durham, United Kingdom

Promoted to EMEA Partner Manager Lead in August 2018Responsible for managing the EMEA Partner Management team and its key relationships between DXC and its preferred Agency Contractor Suppliers. Driving through cost saving initiatives, continuous improvement, relationship building and delivering on DXC Global initiatives to streamline their resourcing portfolio.

Durham, United Kingdom

Responsible for managing key relationships between HPE and its preferred Agency Contractor Suppliers.Driving through cost saving initiatives, continuous improvement, relationship building and delivering on HPE Global initiatives to streamline their resourcing portfolio.

Newcastle Upon Tyne, United Kingdom

2015 (Nov) - 2016 (Feb) Client Capability Lead – Hewlett Packard EnterprisePromoted to Client Capability Lead from Ops Manager.Manage and develop approximately 150 employees, including 3 Ops Managers and 8 Team Leaders.Communication of account goals and customer requirements.Ensure that staffing levels are maintained to support attainment of service level objectives.Promote team morale and success by encouraging Innovative thought and CSI.Liaise with all levels of staff from agent level to senior management daily. Ensuring communication lines are open and honest with our customer. Complete direct reports’ performance reviews in a timely manner, including monthly interim reviews. Deal with disciplinary issues managing appeals where required.Produce and distribute analytical reports.Communicate improvement on training to the Training & Development TeamAchievements in Current Role:Leader of the DWP account Play to Win sub group for “People & Culture” recognised as the only non-direct report of the Account Exec and VP to act as a sub group lead.Played a pivotal role in creating a Mentoring scheme in UKPS, recognised in HR as the first and most successful of its kind in HP EMEA. Volunteered to support H4H as part of the UKPS Top Talent, proud to be a Mentor as part of the Pathfinder initiative.Nominated to participate in HP UK&I Take the Lead Programme in FY14/FY15, participate in Career Progression / Development and Employee Engagement.Leading on a UKPS “Develop the Team” initiative with UKPS HR Business Partner, introducing a proof of concept for job rotation of key employees.Worked collaboratively with our client to introduce initiatives which streamlined existing processes and identified productivity savings.Achieved significant cost reductions through internal innovations and continuous improvement.Introduced Best Practice methods and innovation ideas to the wider HP.Improved customer relations by introducing a Service Improvement Forum

Newcastle Upon Tyne, United Kingdom

2011 (Aug) - Present Client Capability Lead – Hewlett Packard EnterprisePromoted to Client Capability Lead from Ops Manager.Manage and develop approximately 150 employees, including 3 Ops Managers and 8 Team Leaders.Communication of account goals and customer requirements.Ensure that staffing levels are maintained to support attainment of service level objectives.Promote team morale and success by encouraging Innovative thought and CSI.Liaise with all levels of staff from agent level to senior management daily. Ensuring communication lines are open and honest with our customer. Complete direct reports’ performance reviews in a timely manner, including monthly interim reviews. Deal with disciplinary issues managing appeals where required.Produce and distribute analytical reports.Communicate improvement on training to the Training & Development TeamAchievements in Current Role:Leader of the DWP account Play to Win sub group for “People & Culture” recognised as the only non-direct report of the Account Exec and VP to act as a sub group lead.Played a pivotal role in creating a Mentoring scheme in UKPS, recognised in HR as the first and most successful of its kind in HP EMEA. Volunteered to support H4H as part of the UKPS Top Talent, proud to be a Mentor as part of the Pathfinder initiative.Nominated to participate in HP UK&I Take the Lead Programme in FY14/FY15, participate in Career Progression / Development and Employee Engagement.Leading on a UKPS “Develop the Team” initiative with UKPS HR Business Partner, introducing a proof of concept for job rotation of key employees.Worked collaboratively with our client to introduce initiatives which streamlined existing processes and identified productivity savings.Achieved significant cost reductions through internal innovations and continuous improvement.Introduced Best Practice methods and innovation ideas to the wider HP.Improved customer relations by introducing a Service Improvement Forum

• Promoted from Team Leader to Operations Manager.• Manage and develop approximately 60 desk agents, including 4 Team Leaders and 6 Deputy Team Leaders.• Communication of account goals and customer requirements.• Ensure that staffing levels are maintained to support attainment of service level objectives.• Promote team morale and success by encouraging Innovative thought and continuous improvement.• Liaise with all levels of staff from agent level to senior management daily. As well as ensuring communication lines are open and honest with our customer. • Complete team members’ performance reviews in a timely manner, including monthly interim reviews. Also deal with disciplinary issues managing the process from investigations through to hearing and sanctions where required.• Produce and distribute analytical reports within agreed criteria.• Oversee training schedule for team members. Communicate improvement on training to the Training & Development Team.Achievements in Role:• Awarded North East Contact Centre of the Year in 2009 as well as winning 4 other awards. Runner up in 2008.• Instrumental in achieving 4 awards, 3 wins and one runner up in the above awards process. NE CC of the Year under 250 seats, Best People Developer, Technical Service Desk Agent & Runner up in Team leader of the Year.• Improved customer relations by introducing a Customer Champion Forum. • Involved in supporting the largest software & hardware refresh in Europe whilst maintaining 8 contractual SLA’s.• Overseen transformation of OMC from catch and dispatch Service Desk to Technical Service Desk whilst maintaining 8 contractual SLA’s.

E'S Grades B To C; C.S.E'S Grades A To B, Including English Literature; Language; Including Mathematics And History

Education record