Responsible for the operational management of all IT services within the Enterprise Functions area, including Finance/Legal/People Systems/Facilities/Procurement and People Shared Services (HR), working across all levels of management• Developed strong stakeholder management relationships across Enterprise Functions line of business within Arm, as an example ‘’I come to Jonathan if I need to get some help in an IT matter, as I know he will see it through to Completion’’ • Senior IT… Show more Responsible for the operational management of all IT services within the Enterprise Functions area, including Finance/Legal/People Systems/Facilities/Procurement and People Shared Services (HR), working across all levels of management• Developed strong stakeholder management relationships across Enterprise Functions line of business within Arm, as an example ‘’I come to Jonathan if I need to get some help in an IT matter, as I know he will see it through to Completion’’ • Senior IT single point of contact for all Enterprise functions, Finance/Legal/People Systems/Facilities and People Shared Services.• Maintaining Business confidence in IT, through regular service reviews including SLA/KPI targets, as well as updates on IT strategy.• Successfully Lead Business change for introduction of new products/services as an example SAP Ariba. • Protected the business and operations by actively managing risks and issues through to closure. Show less

Lead SDM for the operational management of the IT SAP ECC platform and associated SAP services, working closely with Finance and commercial fulfilment, maintaining continual service.• Transitioned SAP level 2 application support to new TCS strategic partner.• Budgeted/implemented major upgrade to the SAP estate, worth £100k.• Successfully managed the relationship with DXC Arms SAP ERP hosting partner, through weekly calls and monthly service reviews, demonstrated through 1 major… Show more Lead SDM for the operational management of the IT SAP ECC platform and associated SAP services, working closely with Finance and commercial fulfilment, maintaining continual service.• Transitioned SAP level 2 application support to new TCS strategic partner.• Budgeted/implemented major upgrade to the SAP estate, worth £100k.• Successfully managed the relationship with DXC Arms SAP ERP hosting partner, through weekly calls and monthly service reviews, demonstrated through 1 major incident in 18 months.• Single point of contact for all Third-party contracts (SAP/People Fluent/DXC/INTUO/Thomson’s reward/ etc) ensuring service schedules were fit for purpose, whilst making sure Arms interests were protected from a contractual perspective.• Developed Third-party vendor checklist for Arm Service management team, making sure contracts were fit for purpose from a services schedule perspective.• Key participant in the Agile PI (Program Increment) planning events on a quarterly basis.• Lead SDM in service design and transition of numerous Finance projects from delivery into operations, ensuring they are fit for purpose and fit for use.• Mentored less experienced SDM’s within the team. Show less

Responsible for the operational ownership of several major accounts used by over 6 million active customers. Custodian of the Production services which were hosted on multi-tenanted infrastructure in the first instance, moving to a Platform as a Service hosted by IBM.• Successfully managed the service design and transition of the first of kind HSBC Mobile banking application (Fast Balance) Growing to 1 Million customers, including a single point of contact for all operational issues… Show more Responsible for the operational ownership of several major accounts used by over 6 million active customers. Custodian of the Production services which were hosted on multi-tenanted infrastructure in the first instance, moving to a Platform as a Service hosted by IBM.• Successfully managed the service design and transition of the first of kind HSBC Mobile banking application (Fast Balance) Growing to 1 Million customers, including a single point of contact for all operational issues and escalations.• Service managed major accounts totalling approximate £9M in revenue including - Lloyds, HSBC, FIS, MasterCard, Coop, Virgin Money, Marks and Spencer’s • Designed and implemented all ITIL service management processes to enable the new Monitise banking Platform as a service (PAAS)to go live.• Developed a capacity and scalability model to ensure that the contracted level of capacity is attained.• Lead IBM Supplier Manager for the IBM cloud offering within Monitise, negotiating the service/operational terms.• Created contract SLAs management of the Bluemix/soft layer IBM offerings from IBM.• Management of operational relationships with specific clients and development clients for the new platform.• Lead the service design and transition of the Virgin Money first of type mobile e-commerce banking app, including major stakeholder involvement, from proposition to project go-live.• Developed strong customer and third-party supplier relationships to ensure contractual SLA's and service excellence are managed and maintained throughout the life of the contracts. • Head SDM of a cluster of 3 Service Delivery Managers and the associated contracts.• Maintained a proactive approach to operational and service issues with a focus on prevention rather than fix.• Presented monthly service review with all assigned banking customers, demonstrating service stability and continuously meeting SLA/KPI targets. Show less

Responsible managing key managed service contracts from RFP working with the sales account teams, right through to onboarding and go live. Managing the ongoing operational processes.• Responsible for managing key managed service – EMEA Delphi Auto Systems Rev over $2M, AON (Verizon sell-through) Rev $1.5M, ZFS, Kuoni Travel, UMG (OBS sell-through) $2M.• Responsibilities included, managing compliance to the contract, profitability, growth and customer… Show more Responsible managing key managed service contracts from RFP working with the sales account teams, right through to onboarding and go live. Managing the ongoing operational processes.• Responsible for managing key managed service – EMEA Delphi Auto Systems Rev over $2M, AON (Verizon sell-through) Rev $1.5M, ZFS, Kuoni Travel, UMG (OBS sell-through) $2M.• Responsibilities included, managing compliance to the contract, profitability, growth and customer satisfaction.• Accountable for all the P+L and financial aspects of the managed service accounts including growth.• Reached overall revenue targets by managing all purchase order delivery for all supported accounts under my control.• Interface with sales channels for the strategy formulation and long-term relationship of the currently managed contracts.• Continual management of the contracts, as the customer advocate to effectively balance the customer’s needs in line with Avaya’s Business Objectives.• Development and presentation of the customer account service reviews.• Project management of several major customer site moves which involved EU wide maintenance Third-party suppliers. Show less

Transitioning and operationally managing key PBX call server managed service contracts.• Development and presentation of the customer account/service reviews.• Lead SDM, of the EMEA Computer Sciences Corporation Delphi outsource contract (achieving $14M Global Revenue), and Eircom contract based in Ireland.• Project managed the transformation of third-party PBXs to Nortel CS1000s and the transition of over 53 EMEA wide sites.• Managed both internal and external resources… Show more Transitioning and operationally managing key PBX call server managed service contracts.• Development and presentation of the customer account/service reviews.• Lead SDM, of the EMEA Computer Sciences Corporation Delphi outsource contract (achieving $14M Global Revenue), and Eircom contract based in Ireland.• Project managed the transformation of third-party PBXs to Nortel CS1000s and the transition of over 53 EMEA wide sites.• Managed both internal and external resources ranging from network centre personnel and external third-party maintainers to action raised change requests and resolve trouble tickets.• Managed all project financials, negotiated competitive pricing and tracked costs against revenues to ensure required margins as set out in the contract are achieved, and where possible increasing these margins through added-value and equipment sales.• Programme managed the scheduling of all major works within the real-time environment, including releases, maintenance, and project deployment.• Pro-active communication of all raised cases including SLA management. Presented face-to-face performance service reviews against contracted SLA agreements. Show less

Manager of a team of Integration and Acceptance engineers, working across Global optical transmission/Data contracts.• Managed the integration and acceptance of data and optical network equipment within the UK, Ireland, Russia, Benelux and Nordic regions.• Managed a large team of engineers to enable full delivery of all integration activities for numerous customers including BT, Neos, CWC, Energis, H3G, T-Mobile, T-Systems, Thus, Versatel, Colt, KPN, Geo, Surf etc.• Managed… Show more Manager of a team of Integration and Acceptance engineers, working across Global optical transmission/Data contracts.• Managed the integration and acceptance of data and optical network equipment within the UK, Ireland, Russia, Benelux and Nordic regions.• Managed a large team of engineers to enable full delivery of all integration activities for numerous customers including BT, Neos, CWC, Energis, H3G, T-Mobile, T-Systems, Thus, Versatel, Colt, KPN, Geo, Surf etc.• Managed budgets and quarterly spend forecasts for all integration activities as well as inter-department spends, including forecasting of any partner spends.• Provided service costs for prospective projects.• Managed and proactively drove off-shoring network integration through the off-shoring back-office activities into the center of excellence in Turkey. Show less

Early career

Early Career

Early Career

Early Career

Early Career

Senior Field Engineer