Louis Walker Email & Phone Number

Reading, Gb

As a member of the Leadership Team, I run Business Operations supporting the Head of Delivery, UK Private Sector. My scope covers all of our Private Sector accounts. Most importantly I am responsible for identifying/driving improvements across the management system of our Private Sector Delivery Business, I am also accountable for monthly business reviews, business continuity planning, workforce planning, supporting our HR Business Partner. Additionally, as part of the European Delivery Operations Team, I support European initiatives, contributing to their success and ensuring their implementation is smooth with minimal impact to our customers and account teams.

Starting as a Graduate, I very quickly became a fully-fledged SDM and took over management of a number of critical service towers and the teams who supported these functions. I drove dramatic service improvements in these areas and oversaw significant improvements in SLA performance and reduction in payable service credits. In addition to being the decision maker and escalation point for these areas, I also owned Business Risk and the Master Service Agreement. A typical week always involved managing stakeholders internally and externally (at various levels), dealing with escalations, assessing and approving infrastructure changes, reviewing SLA performance across the whole account and collaborating with individuals and teams from different cultures around Europe, ensuring everyone was ‘pulling in the same direction’.

Mars Confectionary Slough