Laurence Moss Email & Phone Number

Providing technology based solutions designed to address the technology needs required for future growth and expansion.

Telappliant is an award-winning London-based cloud services provider with over 16 years’ experience in providing Internet telephony, high speed connectivity and IT services to the SME market. Over 5,500 UK SME businesses use Telappliant services, ranging from small business to blue-chip companies. Telappliant is also one of the founding members of the Internet Telephony Services Providers Association. Further information available at www.telappliant.comWorking to develop a strategic approach to managing and delivering service in a growing marketplace.

London, United Kingdom

Endava, a consulting firm delivering IT strategy and architecture services to some of the world’s largest banks and payments companies. We understand understood the changing needs of our customers and have evolved into an IT Services organisation built on a foundation of industry expertise, engineering excellence and offshore delivery. With offices in Western Europe and North America, and delivery centers in Central Europe and Latin America we have developed a set of services and propositions that support our customers on their journey from initial idea through to production. Accountable for key account management, encompassing Program Management, Financial oversight and responsibility for delivery of service.Key responsibilities include: -• Management and Delivery of Endava’s Service Management accounts• Formulation and implementation of a strategic business plan• Ongoing review of operational processes to ensure a culture of “Continual Service Improvement” • Regular client interaction to ensure delivery of service against agreed service criteria, budget and SLA

London

ITC, a Global Network, Security and Managed Service Solutions provider delivering Information Security, Network Consultancy and Managed Services to some of the world’s leading business organisations (CLS Bank, BAT, Mizuho Bank, SAB Miller) enabling risk management,regulatory compliance and performance challenges to be met.Accountable for an industry leading Managed Services department, the People, Processes and Policies that allow ITC to deliver ISO20000 accredited Service Excellence. Also creating (where required) redefining (if pre-existing) all supporting processes and documentation including “cookie cutter” SLA's, standardised contracts and service reporting. Full ownership of ITC’s Service Management tool platform including refresh and roadmap. My role has also necessitated significant involvement in setting up the Service Management function and NOC support team.Key responsibilities include: -• Management and Delivery of ITC’s (multimillion £) Service Management portfolio delivering critical business services (SLA managed) within budget. Consideration also of company EBITDA goals and how these will be delivered• Ongoing review of operational processes to ensure a culture of “Continual Service Improvement”• Regular client interaction to ensure delivery of service against current operational models and SLA’s, including identification of new business opportunities for delivery of new or enhanced IT services• Management of Service Delivery team ensuring all service related activities are delivered on time and budget. This includes mentoring, 1:1 reviews, training and development, team meetings and practicing an “open door policy”• Management of SLA adherence and Customer Satisfaction (using survey feedback as part of the quantification)• Encouragement of a positive customer service ethos across the organisation• Own and develop the Service Transition process

London, United Kingdom

As a key player in the area of Network performance, Security Assessment and Managed IT Services, CNS serve a large client base across many varied business sectors. As a government accredited organisation, CNS work extensively with both private and public sector organisations, providing an extensive portfolio of business enabling solutions and services.Key responsibilities included: -• Management of an extensive managed service portfolio delivering critical business services on time (SLA managed) and within budget• Experienced in the handling and management of confidential client data, for both private and public sector clients• Ongoing activities to ensure continued/improved delivery of operational services• Management of the Technical Service Delivery ensuring all customer requirements are met or exceeded• Single Point of Contact to own and manage all customer related issues• Third party supplier/partner managementAchievements:• Develop and implement Service strategy in support of business growth plans• Implementation of new Service Management platform• Service Delivery Management, reporting and customer liaison• Development of NOC team in support of all new business activities

Guildford, United Kingdom

A Senior Manager, responsible for management of ITC's global support operation and delivery.Key responsibilities include: -• Ongoing review of operational processes to ensure provision of a “best in class” service to internal/external customers• Management of ITIL based processes in an operational environment (i.e. Change, Help Desk, Problem/Incident Management)• Ensuring that all Help Desk documentation is available and meets operational requirements• Review of all Help Desk activities to ensure optimum efficiency• Improve quality of Help Desk ticketing to increase operational effectiveness and improve on resolution times particularly at the first point of contact• Management of vendor contracts to ensure delivery of contractual Service Levels (SLO/SLA)• Responsibility for managing Global IT communications• Working with other internal/external Help Desk teams to deliver a seamless end user experience• Management of the Global IT Help Desk, operating as one virtual team from 7 separate country locations• Effective management of a $3m+ budgetAchievements:• Development of cost reduction model based on deployment of International teams in all key non US locations• Key contributor as part of the Global Change Management process to ensure minimal impact and maximum awareness• Development of the Global IT Help Desk, operating as one virtual team from 7 separate country locations• Key contributor as part of several M&A activities• Drive improvements and change from third party providers to deliver improved service at no extra cost