John Higgs Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Co-ordinate the delivery of projects across the business both in terms of technology and process, in addition to operational IT Support across the business. Manage key platform vendors and lead service improvement initiatives with each.Achievements:• Delivered company-wide telephony platform transformation and migration to alternative WAN provider.• Implemented new Major Incident Management process, increasing staff communication and onward customer service, from definition of… Show more Co-ordinate the delivery of projects across the business both in terms of technology and process, in addition to operational IT Support across the business. Manage key platform vendors and lead service improvement initiatives with each.Achievements:• Delivered company-wide telephony platform transformation and migration to alternative WAN provider.• Implemented new Major Incident Management process, increasing staff communication and onward customer service, from definition of requirements to testing and implementation.• Implemented new Release Management process providing staff training on new features and performance enhancements.• Redefine testing scripts for key platform to reduce number of forward fixes following change releases. Show less

London, United Kingdom

Overall responsibility for Service Delivery to all UK and non-Spanish clients heading up Service Management team within the UK. Coaching of Operational Teams and Team Leads to ensure client focus and to drive process improvements to increase client satisfaction. • Created formal Service Delivery function within the UK.• Established Continual Service Improvement and Client Satisfaction scoring.• Implementation of Service Improvements within operational teams, resulting in marked… Show more Overall responsibility for Service Delivery to all UK and non-Spanish clients heading up Service Management team within the UK. Coaching of Operational Teams and Team Leads to ensure client focus and to drive process improvements to increase client satisfaction. • Created formal Service Delivery function within the UK.• Established Continual Service Improvement and Client Satisfaction scoring.• Implementation of Service Improvements within operational teams, resulting in marked improvements in Client Satisfaction.• Development Career Path framework for Service Delivery Managers.• Completion of AWS Cloud Practitioner training. Show less

London, United Kingdom

• Introduction of several Vendor Management processes and improvements in working practices• Implementation of Continual Service Improvement process delivering cost and service improvements in first month• Implementation of cost control mechanism and Service Credit claim process• Revision of Major Incident and Problem Management process leading to improvements in CSAT scores from business

Overall responsibility for outcomes and service delivery experience across varied external customers, ensuring service delivery is within agreed SLAs. Lead service review board meetings and drive actions to specific outcomes, including service and financial improvements where appropriate. Ensuring services from suppliers met contractual obligations to customers. Customer base of approx. £5m p/a.Achievements:• Transformation of several fractious customer/supplier relationships into… Show more Overall responsibility for outcomes and service delivery experience across varied external customers, ensuring service delivery is within agreed SLAs. Lead service review board meetings and drive actions to specific outcomes, including service and financial improvements where appropriate. Ensuring services from suppliers met contractual obligations to customers. Customer base of approx. £5m p/a.Achievements:• Transformation of several fractious customer/supplier relationships into positive and collaborative relationships, leading to consistently high customer satisfaction scores across customer base.• Actively engaged in strategic customer re-contracting negotiations including presentations to customer exec board and Xchanging CEO as part of sales process with focus on cost, service and technological improvements.• Delivered successful client outcomes including major infrastructure migrations from dated infrastructure to leading platforms and customer on boarding activities.• Developed template for effective financial tracker at a service management level, implemented across several customers.• Successfully managed strategic customers complaint around backup failures to avoid reputational and business impact, finding a mutually beneficial, commercial resolution.• Received consistently high customer satisfaction scores across customer base. Show less

Handling of customer queries by phone and email, both in sales and post-sales customer service.Achievements:• Obtained record daily sales during new product launch.• Acted as senior agent managing customer complaints and training.

Role: Progressed from Supervisor to Manager Designate within 6 weeks, managing P&L and all HR issues for several stores. Increased sales through targeted marketing and incentives for other businesses (leisure centres etc). Assisted other store managers.