Mike Pyke Email & Phone Number

United Kingdom

Harrogate, North Yorkshire, Gb

Harrogate, North Yorkshire, Gb

Harrogate, North Yorkshire, Gb

Suwon-Si, Gyeonggi-Do, Kr

Troubleshooter/Consultant - specialising in Programme and Change Management, Operations and Turnaround consulting

Costa Mesa, Ca, Us

Experian are the leading global information services company, providing data and analytical tools to our clients around the world. Tasked with addressing systemic delivery failures for both internal and client-facing projects and programmes within Experian UK• Worked with Exec board, customers and delivery functions to establish root causes of failures• Created a Shared Service Centre for Experian UK comprising of 100 project and programme managers delivering high quality project and programme management and governance and oversight across a portfolio of 160 projects and programmes• Developed a single set of comprehensive Project and Programme Delivery Standards• Drove a 300% improvement in the quality of client deliveries, reducing the actual cost of delivery by over £4m per annum • Reduced the per-project cost of delivery by 20%• Built an Academy (partnered with the APM) for ongoing development

London, Gb

Kinetic Worldwide is WPP's global leader in planning and buying Out of Home (OOH) media.Brought in to improve the timeliness and quality of delivery of Kinetic’s internal IT Department.• Liaised with senior stakeholders – CFO, CEO and Sales Director to identify primary root causes of under-performance. Restructured the Technology department as a result.• Introduced ITIL as a framework and recruited and coached new Problem, Change and Release Managers. • Renegotiated the primary software supplier contract.

London, Uk, Gb

The VGE TEM Practice provides full lifecycle Telecom Expense Management services to around 300 multi-national corporations world-wide. Reporting into the CEO, and with 150 reports across the US, Europe and APAC (including Australia), the role involved leading all aspects of the TEM managed services, including Service Desk, Service Management, Audit and Reporting, Data Management and Inventory Management.• Delivered a transformational portfolio of 8 discrete programmes and 53 projects securing investment from VGE of over €12m capex and €20m incremental opex.• Drove a 25% efficiency improvement in the first half of 2012-13 – saving €4m annually• Significantly improved the customer experience and reduced time to resolve incidents by almost 80%

London, Uk, Gb

Brought in in the aftermath of the Egyptian revolution, with a remit to create a world class global customer experience.Managed 200 people providing Incident, Problem and Change Management plus programme and project management to over 100 of Vodafone’s largest corporate customers.• Transformed operating culture, reducing handling errors by 90% and achieving all global SLAs • Reduced complaints and customer escalations by 94%.• Directed the programme to establish a new operations base in Budapest and double productivity across the primary operations centres• Created the strategy and vision for Global Operations, combining existing infrastructure with acquired companies in US, UK and India.• Commissioned and oversaw the development of a web-enabled real-time queue monitoring system which provides live access to the Incident Management and Service Request data.

London, Uk, Gb

Programme Director for the Operational Design, Development and Management of the Consolidated Spend Analytics (CSA) Platform –• Launched in Sep’09 with 8 European mobile carriers on board• Managed four full releases per annum adding new carriers• By Feb’11 the CSA platform held over 6bn call records and over 4m invoices across 55 countries making it the largest billing database of its kind in the world.• Created a new Billing Operations department allowing VGE to issue customer invoicing for the first time.

Head of Customer Operations and Experience for a “start-up” organisation within VGE. Vodafone International Enterprise (VIE) was set up to target smaller international.• Defined and implemented an appropriate global customer experience model.• Created a scalable operational structure to deliver the required customer experience efficiently and effectivelyWithin 12 months, VIE had substantially exceeded all revenue and contract value targets and, as a result, was absorbed into VGE – resulting in the expansion of VGE’s managed customer portfolio to almost 1600 customers globally and delivering an incremental €800m annual revenue.

London, Gb

• Accountable for ensuring that all new external products and services had coherent customer propositions and were launched correctly into the organisation.• Revamped the Customer and Employee satisfaction programmes.• Programme Manager for the development and deployment of the Clarity Project Management tool

London, Gb

Leading a team of Local Service Managers in UK, Netherlands and Ireland supporting some of Vodafone Global Enterprise's largest Multi-national Corporate Customers.

London, Gb

Leading a team of Service Managers supporting Vodafone UK's largest corporate and public sector customers

Senior Service Manager on Energis single largest account - Freeserve

A joint venture between Energis (now C&W) and Viridian (NI Power company) with primary offices in Belfast and Dublin. Was renamed as Energis Ireland and ultimately became part of Cable & Wireless when C&W acquired Energis.

Bsc, Computer Science

5 A' Levels, Maths, Physics, Biology