John Savage Email & Phone Number

Dunstable

London, United Kingdom

I reported to the Head of UK Customer Operations Management and managed delivery of SAP operational services to a global manufacturing customer for a large ICT provider. My responsibilities included: ● Acted as single point of contact for customer operational requirements and internal business. ● Measured on effectively providing private cloud-based infrastructure and SAP BASIS support for Sybase and HANA database systems delivered via global support teams. ● Ensured… Show more I reported to the Head of UK Customer Operations Management and managed delivery of SAP operational services to a global manufacturing customer for a large ICT provider. My responsibilities included: ● Acted as single point of contact for customer operational requirements and internal business. ● Measured on effectively providing private cloud-based infrastructure and SAP BASIS support for Sybase and HANA database systems delivered via global support teams. ● Ensured adherence to OLA and contractual SLA plus attended regular service reviews. ● Coordinated ITIL event, incident, problem, change, capacity and asset management functions and their interaction with customer’s service desk via ITSM toolset. ● Managed on-call major incidents across multiple customers, including follow on RCA investigations.● Identified opportunities and maintained / grew supplier and partnership relationships.Key Projects & Achievements:● Achieved 20% increase in customer satisfaction survey following a number of new initiatives.● Joined a number of customer governance boards as a primary customer contact to represent managed services ensuring high level of stakeholder engagement.● Supported operational roll out of SAP in new regions, ensuring operational readiness and managed early life support. Hosted customer during visits to European support center.● Responded to growth in required system capacity and coordinated rapid technical and commercial provisioning of specialist HANA devices within limited maintenance schedules.● Provided risk management to mitigate potential service credits and identified / documented operational risks and progressed under a formal governance structure with customer. ● Managed and evidenced responses to customer’s external IT auditors and instigated service improvement in response to specific recommendations for external audit compliance. Show less

London, United Kingdom

I reported to the Head of Technical Services and worked on a range of service transformation and internal company projects within a Technical Services team. My responsibilities included:● Engaged with internal and external project stakeholders to gather and understand information.● Analysed existing processes and designed new processes to meet business requirements.Key Projects & Achievements:● Reviewed and completed documentation of the UK Delivery Order Management… Show more I reported to the Head of Technical Services and worked on a range of service transformation and internal company projects within a Technical Services team. My responsibilities included:● Engaged with internal and external project stakeholders to gather and understand information.● Analysed existing processes and designed new processes to meet business requirements.Key Projects & Achievements:● Reviewed and completed documentation of the UK Delivery Order Management process to meet company’s international standards. ● Supported service transformation project to offshore model for mobile telecom customers operational support systems. ● Coordinated between customer and internal ordering teams during phased hosting service migration for large Dutch customer and streamlined Excel based ordering process to reduce project head count.● Seconded to the Asset Management team and drove initiatives to improve asset data quality within large (HP) CMDB emphasising ownership of configuration data within IT Operations division, leading to improved audit and compliance results, plus greater accuracy of asset reporting. ● Acted as Transformation Manager for a Unix support services transformation, reporting to steering committee on planning and execution of migration for live support services to offshore partner under new commercial agreements and completed with no operational impact to large telecom customer.● Supported business projects to pass operational acceptance delivery gates for mobile telecom customer. Show less

London, United Kingdom

I reported to the Head of Application Operations and provided second line application support for operational support systems used by the UK’s largest mobile telecom provider, including 16 application extensive SOA environments within 6 distinct technology hubs. My responsibilities included:● Provided 24/7 operational support, including major incident support, under the ITIL framework for UK based mediation, post pay rating, roaming data processing, mobile traffic monitoring, data… Show more I reported to the Head of Application Operations and provided second line application support for operational support systems used by the UK’s largest mobile telecom provider, including 16 application extensive SOA environments within 6 distinct technology hubs. My responsibilities included:● Provided 24/7 operational support, including major incident support, under the ITIL framework for UK based mediation, post pay rating, roaming data processing, mobile traffic monitoring, data integrity tool sets and SOA environments. ● Supported bespoke Unix/Oracle applications and their interfaces, including asset configuration driven monitoring, plus regular application maintenance activity.Key Projects & Achievements:● Supported launch of UK first national 4G mobile network maintaining service availability.● Supported technical refresh of production server estate pass go-live quality gates.● Successfully transitioned operational support to offshore model under new contract. Show less

Cambourne

I reported to the Customer Services Manger and provided second line application support for rating and billing systems used by a portfolio of fixed line, mobile, cable and utilities company customers My responsibilities included:● Line management of small group of support analysts including coaching and mentoring.● Liaising with development team for escalations and short lead time changes.● Providing second line support for Unix/Oracle/Powerbuilder rating and billing application… Show more I reported to the Customer Services Manger and provided second line application support for rating and billing systems used by a portfolio of fixed line, mobile, cable and utilities company customers My responsibilities included:● Line management of small group of support analysts including coaching and mentoring.● Liaising with development team for escalations and short lead time changes.● Providing second line support for Unix/Oracle/Powerbuilder rating and billing application suite.● Maintaining test and support environments at multiple product versions.● Conforming to strict service level agreements and providing pre sales support.Key Projects & Achievements:● Established new 2nd line support in overseas office, planned and conducted team coaching and training, leading to company increasing its client support capability. Show less

● Dec 1995 to Aug 2001: Missing-link Software Plc: Implementation Team Lead● Nov 1988 to Dec 1995: P&Q International Plc: Senior Software Engineer ● Oct 1987 to Nov 1988: Marconi Software Systems Ltd: Software Engineer

Master’S Degree, Computer Science, Master Of Science

Bachelor’S Degree, Environmental Sciences, B.Sc. (Hons) 2:1