Mark Willett Email and Phone Number

Customer Relationship Manager fronting the face of Ericsson Customer Support to Major Telco's• Service Delivery Manager for Fixed, Mobile, Transport and several Strategic Service Providers, including Indirect Channel Partners. • Fully engaged in Pre Sales and Business Development within Customer Support, active in dealing with cross product RFP’s and contract renewals.• Involved daily with Customer Support Services and Problem Management, ensuring services are delivered to customers with quality and within budget. • Reporting on KPI and SLA performance on a monthly basis.• Main Escalation point for Customer Incident Management.• Finance management and focus on Add on Sales is achieved by a close relationship with both internal stakeholders and end customers. • Managing and improving margins on large, medium and small value support contracts by understanding the internal and external influences on the costs.• Experienced user of SAP for Finance and Project Control.• Security Cleared.

Pre-sales and consultative service costing pertaining to telecoms services and associated service products• Fully engaged in Pre Sales and Business Development within Customer Support, active in dealing with cross product RFP’s and contract renewals.• Producing forecasts on annual customer support budgets. Achieved using historical data, global prices & strategies and intimate knowledge of the customer installed base and competences.

• Managing the Service Delivery Managers and Business Development team who were responsible for bringing in new business and delivering services to existing GSDC UK customers. I had the responsibility for ensuring the 40 engineers in GSDC UK had ‘paid’ work to do and had the infrastructure in place to allow them to recover their time. • Responsible for ensuring that project control was handled correctly across the entire GSDC and that all margins and costs were recovered accordingly. This included the main €5,000,000 assignment from Global Service Delivery for 2nd line support as well as all 1st Line UK support projects.

• Held the responsibility for the relationship between Ericsson and a number of UK and overseas customers. Worked closely with all sections of the local Support Organisation to help develop and deliver Customer Support and other services. • Set up and established, via an agreement with a 3rd party in Germany, an on-site and spare part management services for one of Ericsson’s customers. Through hard work, good interpersonal skills and determination, I improved customer perception by 40%. Requirements were underpinned with appropriate SLA documentation.