Steve Martin Email & Phone Number

London

London, United Kingdom

A New Era in Solutions and Services for thr Financial Industry

London, United Kingdom

Service Delivery & Service Improvement Manager.

Unified Communication & Customer Service Consultant.Currently working for Telecom Solutions International.

Lead the voice communications team thereby ensuring the provision of the voice communications infrastructure.Designed and developed voice communications solutions to meet the operational needs of the business. Owned the infrastructure road map and ensure that developments are delivered in line with the strategy.Ensured that the voice communications infrastructure had sufficient capability and capacity to enable the successful ongoing operation of authorised business applications and functions.Provided expert technical escalation for voice communications infrastructure related incidents, problems or project requirements.Ensure that the voice communications infrastructure is ‘future proofed’ in order to ensure the continuity of the Eurostar business.Provided support to the IS Communications infrastructure manager to ensure the smooth handover into production of the HS1 project i.e. The move from Waterloo to St Pancras station etc.Monitored the cost of ownership of the voice communications infrastructure and ensure the best value is delivered against budget.Worked closely with the Technical Architects to ensure integration of the end to end system provision.Ensured that the performance of the voice communication infrastructure meets the requirements of the various SLA’s and OLA’s. Developed and manage appropriate relationships with third party suppliers and partners such as BT, Avaya, Colt, Global Crossing, Orange mobile, 02, France Telecom, Belgacom, Telstra etc. Provided third-line support to the Service Delivery function.Designed, operated and implemented all operational processes and procedures relating to voice communications infrastructure. Provided technical expertise to business driven projects as required.Ensured that appropriate levels of security are maintained and monitored and that change control mechanisms are applied to protect the integrity of the voice communications infrastructure.

Uk

Agreed and managed the delivery of the Great Business IPN product revenue target (£45 Million for the last financial year) within the engineering channel. Promotion of the core products and services portfolio across the BT Engineering Channel.Drive / Monitoring channel volume and revenue performance for BT products and services against KPI's. Developed and maintained an effective communication channel with the Engineering workforce, which will support the drive on revenue generation.Partner relationship with external supplies including Philips, Lake, Dacon, Datapulse, Unisys, Cisco. Managed a team of 15 customer services sales staff and channel manager for a virtual team of 4500 engineers and managers.Created and managed overlay incentives including processes, communication and reportingPerformance appraisals

Main Responsibilities:Responsible for a team of 24 customer facing field engineers Mentor and manage to increase team productivity; output, revenue generation and customer service measures, meeting all KPI's & SLA's.Ensure all team members were skilled in the latest technology.NVQ assessor.

Btec, Engineering

BTEC in Engineering Fundamentals

Education record