Lesley E Smith Email and Phone Number

Operations Manager working with the Service Management team for Lync/Skype service providing operate and maintain support to Shell’s Lync/Skype service. Accountable for the efficiency on how the Service Management team operate. Provide an escalation point for the client for incident/situation management. Develop an operational dashboard covering service performance, change management, incident management, problem management. Support and demonstrate a continuous improvement plan, owning any internal remediation activity. Third party supplier management.

Programme Manager for the Software and Hardware Asset Refresh on the Shell estate. Objective to refresh in line with business priorities; minimising number of times devices/sites were touched; deliver an operational and maintain process to maintain future asset refresh in a sustainable and cost effective manner.

Programme Manager focusing on site deployment delivering Unified Conferencing & Collaboration solution for Shell globally. The deployment is across Asia Pacific, Americas, Canada and EMEA providing MOC telephony,IM, Video, Voice and other collaborative solutions. The services are being deployed to circa 140,000 users globally, this is an industry first to this scale and geographies.

Heading up the Project Management function delivering services and solutions for Public Sector, Corporate and Wholesale Markets Business Customers on behalf of Virgin Media Business.Managed a team of up to 100 consisting of Line Managers, Programme Managers, Senior Project Managers, Project Managers, Bid Manager, providing project services including resource and pipeline management, bid support, commercial governance, standard product delivery.Successfully delivered major Programmes and Projects for customers in the Public Sector and Wholesale Markets Sector such as Hampshire PSN, Talk Talk, BTN3, Arqiva, North Lancashire Health Care Trust, and North Yorkshire Police.Gained a positive reputation across Virgin Media Business and with customers in delivering a professional service while being flexible to meet customer needs. Established effective working relationships with Sales Directors, Head Of Departments and suppliers to the Project & Provide function across Virgin Media Access& Networks.

While performing the role of Head of Project Management in addition managed a Provisioning centre (Hook) delivering data products to the Virgin Media Business Wholesale Markets Sector Customers. Requested to take over the role to put a recovery strategy in place to turn an under performing operation around.Rebuilt & Restructured Wholesale Provisioning team aligning to Sales Channels to provide effective service for Wholesale Customers & Account Managers.Improved the delivery performance & increased volume throughput on Wholesale orders from 125 per month to 400 per month.Improved revenue delivery and improved customer communication.Introduced a Lean Sigma Operating model into the provisioning department.Introduction of an operations team to the Provisioning centre, covering training, process development, production management, wayleave management, order validation & order closure.

Heading up the provide function for Wholesale Customers.managing and providing leadership to Project Managers, and Provisioning teams delivering customer solutions and standard products. Managing and providing leadership to Service Management & Travel Support & Service delivering Service Excellence to the assigned Service Provider customer base and the Travel Eye & Retail Eye Product set.Managing a team of up to 75 consisting of Line Managers, Project Managers, Desktop Project Managers, Project Co-ordinators, Service Managers, Technical Support & Customer Service.

Reporting to Director Wholesale Internet Programme Management & Development, working across the ntl Wholesale Internet Business, managing and providing leadership to Programme and Project Managers, delivering product developments and customer solutions to achieve the Wholesale Internet Business Targets. Delivered a number of key product developments and customer specific developments for the Wholesale Internet Business including Tesco Broadband, Virgin.net, DSL Datastream Programme, MPLS Programme, Classic SABS Billing, BTN3. Involved in the definition phases of New Product developments – e.g, Next Generation Ethernet

Leading a Global & UK Project Management Function·Working across International and UK Business Units.·Managing and providing leadership to Programme & Project Managers delivering customer solutions and internal projects.·Maximise revenue and return cost savings to the business. ·Drive performance measurements to improve efficiency and customer satisfaction