Global responsibility for the implementation and ongoing management of the differentiated / professional services product lifecycle and management of a global service design team that consists of service design architects who lead service design and service transition activities. Key activities includeLifecycle management of Differentiated / Professional Services product portfolio inclusive of P&L ownership and budget responsibility. Continually evolve and align the Differentiated Service product.Development of best practice based on ITIL and Agile principles in capturing and delivering new requirements for the business operations function.Maintaining framework for Service Design Architects to support the RFP process.Represent the service organisation throughout the pre-sales process by supporting sales on developing service designs for complex opportunities.Support the RFP process to deliver on service model, resource plans and articulate the value proposition of our differentiated / professional serviceImprove staff morale [E-Sat] and performance through mentoring, training, knowledge sharingResponsible for setting team objectives in line with business objectiveProviding direction and leadership

Creation and ongoing management of an EMEA Service Delivery Management team that was accountable for the customer service relationship, focused on customer centricity and championing their business outcomes, delivery of service operational and financial performance, and customer / end user experience Key responsibilities include;Providing direction and leadership to the Enterprise Service Delivery Managers.Development of best practice based on ITIL for Service Delivery Management functionDrive service adoption, upsell opportunities and minimize churnRFP support of new business pipeline Improvement of staff morale [E-Sat] & performance through mentoring, coaching, training, knowledge sharingSetting team KPI’s in line with business objectivesAct as a senior point of escalation for customers

Strategic, Design, Transtion and Operational responsibility for outsourced partners who provide Service Delivery and Assurance functions for:• IT Desktop• Internal Application / Server Infrastructure• Customer Managed Hosting Services

Providing leadership to a team of specialists who provided service Design, service Transition and ongoing service operation functions for internal infrastructure and customer managed hosting solutions.

Providing leadership to a team of technical specialists who undertook service design and service transition activities for core infrastructure and customer solutions for voice and data services.