Mathew White Email & Phone Number

The Rocks, Nsw, Au

Leading and driving the operational support for SITA's Borders product and supporting cloud infrastructure and platform services.

London, United Kingdom

Head of SITA global operations teams, Customer Service Desks, SITA Expert Command Centres, Global Activation and Network CoE's, managing $30M+ budget successfully, driving down operational costs year on year through, automation, business alignment, whilst enhancing end user and customer experience.

Singapore, Singapore

Heading up APAC SITA service operations covering Airlines, Government and Airports in the region. Leading technical field service teams across the GEO in 44+ countries and territories ensuring regular customer meetings and engagement.

Singapore

Leading and managing SITA command Centre in Singapore. Manages shared infrastructure for SITA customers globally with 70 staff. Managing SITA services of Network, Servers, Airport services, Baggage, Government services, Messaging, Cloud services and security. In charge in parallel of SITA Operational Government solution line practice.

Hong Kong

Operational responsibilities mainly focused on Cathay Pacific global network & application operational support. Maintained and helped grow the business for SITA for Cathay Pacific whilst maintaining operational service levels.

Singapore & Uk

This role is with global responsibility, to design and roll out process into the order to bill community. Reporting weekly to the Orange Business Service executive committee on global service delivery performance based on key service delivery indicators. As part of this role, I have been assigned a global project to bring outstanding customer experience into service delivery to Orange Business Service customers. The project has several subcomponents that started with immediate recovery plan of network service targets, and longer term improvements in managing third parties (Telecom and equipment providers) and improving frequency of communication to customers. Within the role I am in regular customer meetings on order to bill performance and challenges and then driving across the business actions for customer resolution as well as driving regional customer and service operational team’s specific actions.After 10 years working in Asia Pacific now working in UK.

Singapore

In this role I was responsible for leading a regional service implementation team of over 170 staff (in China, Singapore, Australia and India), and accountable for its Key performance Indicators to deliver all customer services across 51 territories and countries in the Asia Pacific region and accountable for the global service disconnect team and seamless process to ensure effective removal of costs from the business when service termination is requested. Key Achievements included reducing service delivery lead times across Asia Pac for all countries through developing new sourcing/procurement for hardware requirements as well as negotiating new service level agreements with Telecom providers.Managing $6 Million USD budget successfully.Implementation of many customer converged networks.

Singapore

Responsible for the implementation of all customer configurations on the Equant network including additional, change and cease for access services such as ATM, Frame Relay, x.25, x.28, SNA and IP. Each week some 5000 configurations are loaded across the global network to ensure service additions, changes and cessations are delivered in a timely manner and right the first time.The role also includes management of all customer IP routers configurations on the network based on Cisco routers. Each Month over 1200 routers are implemented and tested onto the Equant MPLS Network and some 1400 IP changes (effecting over 10,000 routers) are implemented successfully.

Singapore

A highly technical role supporting customer and core network IP services for Equant Network on a day to day basis working in the center of excellence (COE) where the team was 3rd level support for all fault management and implementation issues. Working with Cisco TAC and internal products and services teams to come to resolutions for trouble cases.

In charge of day-to-day Network Operations and Customer Service teams ensuring customer satisfaction, network availability, and Mean time to restore for customers services. Working closely with Marketing and Sales teams to deliver tailor made solutions to customer requirements for helpdesk, proactive support and technical solutions. My role involved costing for turnkey services offered to clients for various services offered by the operational service center supporting customer services and products.

Sydney, Australia

Managing both Network and Customer service centers in for Australia region (covered all Australia, New Zealand and islands). In this role I was working with high profile clients to provide exceptional customer service in both network availability and customer service desk response including proactive support (when subscribed). Key element with Market and Sales was ensuring the solution sold was supported and cost effective for the business ensuring customer expectation was met.Key clients were P&O, QANTAS, and Cathay Pacific.

First official manager role, leading 20 staff including Core Network Support team that was a highly technical team.

S.I.T.ASeptember 1989 - June 1993. London Senior Network Controller.Promotion to days and now in charge to run day to day duties, rosters and ensure process and procedures in place for team of 12 staff.S.I.T.AJuly 1985 – September 1989 London Network Controller.Working shifts I was in charge of network monitoring for UK region and Africa. From system Alarms actions were taken to ensure network availability and reliable communications. In this role I was often working with international Carriers to restore links as well as domestic carriers such as Mercury (now Cable & Wireless) and British Telecom.S.I.TAJuly 1984 – July 1985.London - Type B traffic & Telex Operator.Working shifts I was responsible for ensuring telex traffic (now considered email) was correctly delivered to Airlines and agents. Also any rejected mail was correctly returned explaining non-delivery reasons.

Hnc, Electric And Electronic Engineering

Education record