Michael Yeaman Email & Phone Number

United Kingdom

Aberdeen, United Kingdom

Aberdeen, United Kingdom

Aberdeen, United Kingdom

Regional Service Manager responsible for promoting a culture of strong relationships and rapport with existing customers reinforcing the regional Aftermarket strategy for both the retention of existing and introduction of potential new business.Managing the P&L account for the assigned customers, sites and services, and to issue periodic operational and financial reports pertaining to their performance.Responsible for regional cost overruns and cost allocations to ensure Aftermarket Services successfully contribute to the generation of revenue and margins to meet Harris Caprock business objectives.Act as the top-tier escalation point for customer issues related to their assigned Aftermarket Services in the region.Manage and direct the UK Field Service team ensuring the delivery and quality of field services in the region meet and surpass client’s expectations.

Aberdeen

- Management of all service delivery teams assigned as responsible for connectivity operations. Directs, controls and facilitates the activities of employees and contractors related to the delivery and support of Harris Caprock services. - Serve as a Primary Point of Contact to customers, management, staff, contractors and vendors concerning the delivery and support of Harris Caprock services. Works closely with Account Manager to present a common message to the customer on all service and project related communications.- First Point of Escalation for Issue / Conflict resolution between Harris Caprock and customer.- Ensure that KPI’s listed in the relevant SLA’s are achieved and customer expectations for service quality, HSE compliance, timeliness and customer satisfaction are exceeded. - Employ industry best practices for systems, processes and procedures in the delivery and support of Harris Caprock services. - Owner of the Change Management process for the customer service. Manage start and stop processes for the customer services.- Facilitate periodic service quality review meetings with customers covering incident ticket/resolution, fault trends, performance reports, service or support improvements.- Identify and recommend ways to reduce P&L costs. Validate service reports and project completion documents for invoicing.- Review and validation of services provided in adherence to contract- Update the customer on all service and project related progress or issues. Maintain customer communication plan.

Responsible for managing the Service Delivery of Network services for a large Enterprise contract across the key areas of Operations, Projects and Finance delivering a high degree of value to the customer. Key responsibilities include: • Operations- Manage the account enhanced 3rd line support team- Manage to the agreed contract deliverables and Service Level Agreements- Manage the key ITIL Operation Principles ie Incident, problem, capacity, change, release management- Manage operational risks- Host regular RAG meetings with customer and support teams on overall service- Produce Monthly status report showing Operational and Project Headlines, Costs Actual v Plan, Risks/Issues- Ensure operational status is in Green (SLAs met) if not develop and implement ‘Go to Green’ plan • Projects- Manage the Engineering team ensuring relevant level resources are allocated in a timely manner in a high demand environment- Manage the Portfolio of ISRs/CSRs- Manage all aspects of change impacting the client- Ensure all projects in Green if not develop and implement ‘Go to Green’ plan • Finance- Manage the agreed costs of service including 3rd party contracts- Produce Monthly Variance Reports- Ensure all in Green (variance -/+ 5% per month)

Manager of HP’s UK Network Management Centre, where I managed a 3rd level deep dive team of engineers ranging from CCIE/CCNP/CCNA level supporting global clients networks within the Commercial and Oil and Gas and finance industries. My role is to ensure that service delivery to all clients meets with the highest standards and follows ITIL guidelines when dealing with incidents, problems and changes. Ensure all incidents are resolved within client defined SLA’s and all client expectations are met. Drive the team to provide innovative solutions to enhance performance of client networks and striving for a zero outage policy. Ensure all processes and work instructions created adhere to QMS guidelines.Meet with client delivery managers on a regular basis to discuss feedback from client and going forward look at how we provide an improved service and opportunities for business improvement.

Team leader currently supervising 23 network engineers that support EDS managed LAN services globally for multiple clients at 3rd level support. Clients ranged from the Oil and Gas industry to the finance sector. The team is a mixture of day and 24 x 7 engineers with skill levels from junior to senior level. Technologies supported are Cisco multilayer switches and Cisco routers, FWSM, CSM, NAM, IPT, HP ProCurve switches, Juniper switches and Riverbed steelheads. Day to day responsibilities are to ensure that 3rd line faults are dealt with in a timely manner, ensuring that client agreed SLA's are met. Ensure that junior engineers continually interact with their senior peers to improve their current knowledge base. Hold regular 1-2-1 sessions with engineers to discuss any issues and to plan their future development with in the team. As a leveraged team, engineers are expected to work various vendor technologies over various clients. My role is to ensure that all client expectations are met by creating and implementing processes to ensure all engineers strive to meet SLA's and actively support achieving all KPI's. Other day to day activities include attending client meetings and dealing with client ad-hoc requests, ensuring that the correct resource is engaged and that the appropriate funding is obtained for non standard service requirements.

Professional Certificate, Management

Education record

Chemistry