John Leech Email & Phone Number

Reporting directly to the Head of Live Service, I have overall responsibility for the delivery and growth of all Defence support contracts into Fujitsu’s SS&A Account • Continued to develop a strong partnering relationship with existing customers to drive through high levels of customer satisfaction • Implemented efficiencies across contracts delivering increased margin over the year whilst continuing to deliver extremely high levels of service• Prepared, negotiated and secured contract extensions worth over £5m• Designed and Implemented Service Improvement Plans to address any perceived customer concerns identified through proactive customer engagement or in response to CSIP.• Through proactive engagement with customers, secured additional revenue through new business in the region of £1.5m• Provide leadership, mentoring and point of escalation to 4 Service Delivery Managers within my team, including review and guidance on bid responses, service designs and service delivery issues• Provide service and financial reporting to the Senior Leadership team and attend monthly business reviews

As Service Delivery Manager within the Battlespace account, I was responsible for the delivery of Managed Services for command and control systems and applications to the RAF and MoD.• Through close partnering with the customer and providing embedded expertise and skills to their support organisation we have, for the past 3 years, been given a CSIP rating of 9/10 by the customer.• Successfully managed the provision of service for the RAF’s main command & control system, providing critical services and applications to 12,000 users both fixed and deployed, throughout a major programme of infrastructure change from NT4 to Windows whilst maintaining excellence of service.• Responsible for defining service boundaries and re-engineering associated processes; training, governance and permissions during this major change.• Provide Service management expertise and experience in support of new bids within the account.• Provide leadership to the Managed Service team which also provides essential Service Support functions such as Change & Configuration management, Problem management, 3rd line support, Performance reporting and supplier management amongst many other services.• Manage the customer relationship through regular meetings and reviews• Respond to and support the RAF in delivering urgent operational requirements

Working within the Service Delivery Group, I was responsible for not only, the evaluation and translation of customer requirements into service solutions for inclusion in bid responses, but also the subsequent implementations of those services into the support phase. Key achievements:• One of two Service managers responsible for identifying service scope and successfully transitioning the support, with associated TUPE, for the Navy’s largest network, covering 94 sites and providing 30,000 Network Access points, from MoD management into EADS as part of the ATLAS DII program. Assumed role of Service Delivery Manager post transition.• Managed and novated existing MoD 3rd party support contracts and was responsible for rationalising the support responsibilities and reducing the associated costs.• Designed a complete set of processes for a fully managed PMR network offering, which were subsequently adopted as the Customer Technical Assistance Centre’s standard processes across all customers.• Rationalised and categorised the managed service portfolio to provide a clear and concise Service Catalogue.• Developed a template SLA covering all services in the managed services portfolio to enable standard SLA creation across all new customers.• Co-developer of the Managed Services Gate process that ensures controlled implementation of new customers from contract win through to contract closure.• Part of a team that successfully developed a Secure Messaging system for a major defence organisation. Responsible for managing the Tivoli OSS system and external IBM design teams to ensure the solution was aligned with the customer’s system requirement specification.

Hnc, Electronics

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