Neil Miles Email & Phone Number

Ipswich, Gb

Woodbridge, Suffolk, Gb

✔ Principally accountable for driving the strategic direction of the company and completely transforming the support, service delivery and infrastructure teams consisting of 33 staff and 3 managers.✔ Fully accountable for the complete recruitment, empowerment and development of the customer and stakeholder satisfaction and interests.✔ Growing the Surgery Connect VoIP telephony product from zero to a market leading 20% of the Primary Care NHS market, 1400 GP surgeries have been installed as of Dec 2021. ✔ Full accountability for managing the infrastructure hardware update and security process improvements, adopting best practice methodology.✔ Responsible for directing datacentre migration, expansion and corresponding infrastructure procurement.✔ Contributed directly towards the development and empowerment of junior colleagues, further enabling them to manage projects which resulted in an 800% monthly increase in surgery connect installations.✔ Directly responsible for sourcing and migrating to a new wholesale telecoms supplier which has reduced OPEX spending by 25% to £1.3M yearly.✔ Custodian of the consolidation project for legacy infrastructure and the final migration of the customer base to the updated platform.✔ Responsible for the management and selection of third-party infrastructure suppliers, carrier suppliers, training providers and cabling contractors.✔ Instrumental in the successful delivery of the PCI-DSS Level 1 Compliance Project.

Kista, Stockholm, Se

✔ Based at the Global Customer Service Office✔ Personally appointed to streamline the relocation of global customer support to Hungary and took full accountability for the Orange global customer support contract valued at €25 million. ✔ Operated at a senior level and charged with improving customer retention and performance for the engineering team across 25 countries.✔ Directly influenced customer satisfaction scores from below 50% to 79% and strengthened team performance from 70% to 92%.✔ Identified significant technical, organisational and customer service failings in response to an incident in Tunisia; and served as the lead for overcoming cultural differences and fostered collaboration and a prompt response to cross-continental emergency operations. ✔ Capitalised on leadership acumen, relationship building skills and technical expertise; resulting in the achievement of two awards for exceptional performance.

Kista, Stockholm, Se

✔ Based at the Global Services Delivery Centre✔ Appointed originally to direct customer projects, before being selected to establish a new department, direct the portfolio of managed service projects and served as the Interim PMO Manager during an absence.✔ Executed all-round leadership expertise and embedded customer operations within the Ericsson Managed Service discipline and delivered IT solutions to facilitate live network operations.✔ Cultivated strong working relationships with stakeholders and full management control for the £750,000 budget. ✔ Excelled in delivering two offshore customer integration projects, 5% under budget, resulting in a €180,000 in cost savings.✔ Led the complete transformation of a €120,000 project, as a result of improving client confidence, promoting open communication and overcoming staffing issues. ✔ Received an award for key contributions towards a €410,000 project as a result of identifying significant scalability issues.

Kista, Stockholm, Se

✔ Promoted to lead the complete IMS solution implementation across a number of telecom operators. ✔ Proactively identified customer dissatisfaction and payment issues with Swedish mobile operator ‘Three’.✔ Established the foundations for commercial success by achieving on schedule user acceptance testing in the capacity as a Test Leader for IMS/VOIP Pilot Programme during the critical construction phase. ✔ Recognised with Key Contributor Award for delivering full commercial VOIP system for Telenor’s 30,000 Swedish subscribers within 4 months in the midst of recruiting and onboarding 8 new engineers.

Kista, Stockholm, Se

✔ Managed the planning and test activities for maintenance patch releases for the Ericsson TSP platform.✔ Supervised team of 5 test engineers for the Ericsson TSP platform;✔ Planned infrastructure needs and executed transfer of responsibility from Stockholm to Budapest;

Kista, Stockholm, Se

✔ Oversaw a team of up to 18 maintenance software designers and test engineers supporting the Ericsson TSP platform.✔ Responsible for prioritizing the contents and delivery of maintenance software releases.✔ Managed relationships with multiple internal customers worldwide.

Kista, Stockholm, Se

✔ Headed up the technical design team based in 5 design centres worldwide, responsible for AXE wireline product releases.

Kista, Stockholm, Se

✔ Responsible for co-ordinating 3 subsystems on the wireline AXE node during a project development cycle.

Kista, Stockholm, Se

✔ Block responsible on SSF-AM subsystem, part of the IN CS1 and CS1+ implementation on the MSC AXE node.

Kista, Stockholm, Se

✔ I performed work as a software designer/tester for the subscriber services subsystem on the wireline AXE node.

Master'S Degree, It Management

Master Of Business Administration (Mba), Business Administration And Management, General

Pgd Telecommunications Technology, Telecommunications

Bsc Information Technology, It