Justin Silverthorn Email and Phone Number

Programme Managing the Defensive Aide Suite (DAS) portfolio of strategic and complex programmes providing defensive upgrades and modifications to the UK Chinook Fleet. Accountable for all aspects of the programmes throughout their lifecycle through management of the programme baselines to ensure all contractual deliverables are achieved for the customer through the implementation and management of the Programme Management Best Practices.

Manage the Military Logistics IT Deployed Programme for Boeing Defence UK. Leading a direct team of 23 Solution Architects, Project Managers, Business analysts, Technical Engineers and Process leads and wider Matrix team and suppliers to provide secure connectivity, applications and service’s in the military deployed environment on a first in/last out basis. Working closely with the customer to deliver the current, and design the future programme and innovative strategy to meet the key requirements and contractual performance. • Manage the performance and productivity across the teams aligned to the tight EVM, SPI, KPI, KPI and SLA targets and agreed requirements of the multiple contracted work packages and work streams through RACI models• Development and Ownership of the product lifecycle and Product roadmaps for Deployed Capabilities and Services, accountable for ensuring customer requirements are met, obsolescence managed, optimised and functionality exploited across Networks, Central, Deployed Hosting and Mobile Platforms in alignment with the business strategic and transformation objectives. • Management of bids and contracts (£50m +) for Deployed Capabilities and Services. • Selection, integration, and management of suppliers (From SME to Global £20m+) to achieve service levels and desired outcomes through a collaborative partnered approach.

Manage and lead direct reports and wider matrix team towards two primary goals. Delivery of a data centre migration, upgrade and sustainment of the logistics Deployed Inventory Management application with a 20,000 user base and secure a 3.5 year contract extension for the capability.• Design and build the bid to secure the 3.5 year contract extension for the deployed logistics system. Define the requirements, develop product road map, support wrap and resource model to deliver the scope and agree reporting mechanisms. • End to End management the migration of the Inventory Management Application from a customer legacy Data Centre to a Boeing built Data Centre including a Disaster Recovery capability.• Defined the criteria through results-based progress reports (KPI’s, SLA’s and EVM mechanisms) and presentations to a variety of Stakeholders both Internal and External at varying leadership levels throughout project life cycle, early life support and transition to sustainment.

Managed a team of ITIL process leads for Incident, Problem, Knowledge and Service Request Management, the technical team supporting the HP BTO Service Management Toolset and 32 Service Desk Agents across multiple sites for a volume of 8000+ recorded customer Interactions per month.• Drive forward the 1st time fix rate of the Customer Service Desk function for the applications on contract. • Product owner for the Service Management Toolset (HP Service Manager 9)• Ownership of all Service Management escalations through weekly customer service reviews focused on operational impacting incident, problems, escalations, and complaints.• Designed and implemented a ‘Boeing Brand Standard’ across the Customer Service desk operation in terms of process, training, and key phrases, to provide a consistent measurable service to the customer.

Leading a team of ITIL version 3 process leads and analysts for Incident, Problem, Knowledge and Service Request Management to support a 10-year IT logistics programme. • Design the ITIL service operations process and transition into a sustainable culture based on trend analysis of existing data and contractual requirements and subsequent performance metrics and reporting management information (MI) to all stakeholders.• Rollout of all new processes and toolset delivered individual briefs, group presentations and line management discussions for the Matrix and supplier team of 250+ across 7 sites. • Escalation point for all critical, major and security incidents for the programme,

Led a team of 8 First line, 6 Level 1 and 4 Level 2 technical incident engineers in support of the Custody and Case Preparation applications for 27 UK Police Forces (Inc the MET Police). • Designed and implemented training plans, working practices and standard operating procedures.• Ensure 24 hour support coverage

Technical 1st and 2nd line support engineer supporting the Custody and Case Preparation applications for 27 UK Police Forces (Inc the MET Police). • Supported Incident, Problem and change management for ORACLE, UNIX, WINDOWS, CITRIX and TUXEDO • Out of Hours oncall duty

Eleven Year Hotel Career Includes:Operations Manager: Hilton Hotels• Managing all aspects of the Hotel operation reporting to Area General Manager based in Bath. • 141 Bedrooms, 9 Conference Rooms, 200 Banquet covers, 350 Conference, 120 Cover Restaurant, Branded Leisure Club.• Review Customer feedback / mystery guest results and designing and implementing service enhancements to improve service standard and consistency• Accountable for Bristol in the Company wide Scorecard• Manage Payroll vs Sales forecastOther positions held:• Food Service Manager: Hilton Bristol Hotel• Assistant Food and Beverage Manager• Conference and Banquet Operations Manager • Bars Manager• Restaurant Manager