Nick Gilbert Email & Phone Number

Customer centric Service Designer, Certified SAFe® 6 Practice Consultant, Scaled Agile Transformation lead and strategic thinker enabling complex digital technologies which deliver digital and future proof service for both the U.K. and Irelands national critical infrastructures. Agile Coach leading the deployment of SAFe® and acting as both Release Train Engineer & lead Scrum Master for Telents initial deployment of the Scaled Agile system. Delivery of robust and customer-centric Service Designs for technology and networks for the UK strategic roads network. Specialising in creating user-focused ITIL processes and supporting practices to aid in the efficiency and safety of the UK strategic roads network. Ensuring seamless integration of innovative technologies and sustainable practices to support the evolving needs of the customer, infrastructure support agencies and road users.Notable Awards: Winner of a Telent Values Award for ‘Collaborate’ at the Telent Annual Awards 2023 for work undertaken in leading Scaled Agile for Enterprise transformation. Continually awarded 'Exceeding Expectations' in annual performance reviews.

In addition to continuing the role of Senior Operational Design Consultant representing the Operational Service Lean Portfolio as the lead assessor interlocking between business demand and delivery where any element Vodafone Business global support was required. Acting as an Agile business lead assessing all demands for customer deals, strategic transformational programmes, service improvements and New Products Implementation Epics. Leading the analysis & business mobilisation including producing assessment reports, complexity scoring, estimate costs, feature definition & communication. ITIL Service Management subject matter expert, identifying standard repeatable and nonstandard requirements and preparing appropriate delivery squads tailored to the demand. Ensuring compliance of demand in line with business standards and strategic business goals and making recommendations where not. Acting as the intermediary between all new demands, various lines of business, group business strategy, Agile delivery trains and operational support teams. Accountable for acceptance of all such demands into delivery trains and associated impacted ITIL practices for onward delivery. Notable Awards: Recognised via Vodafone Stars rewards programme by senior management for performance relating to supporting the development of a standard repeatable operational design framework – “Service Blueprints”.

Accountable for Operational Design Consultancy for multiple New Product Development programmes and large complex customer deals. Ensuring that Vodafone Group products are designed, developed, and delivered to optimum standards, enabling Customer Operations to provide an excellent customer experience. Leveraging SAFe Agile and Lean Portfolio Management practices to facilitate end to end operational design for product feature changes, entire brand-new products to market, complex customer deals and transformational programmes. Accountable for operational design across all ITIL practices benefiting from commonality or identifying new capability. Acting as a SAFe Agile Product Owner for one multi-national strategic project with a multimillion Euro budget, accountable for significant simplification and improvement capabilities to enhance operational process, increase revenues and to underpin exceptional customer experience and value. Notable Awards: Nominated for the Vodafone Business top Global Award V-Club 2021. Recognized as Top Performer and/ or Top Talent for all years in role during annual reviews. Multiple ad-hoc management awards and recognition.

Accountable for the business relationship and IT Service Management for multi-national and strategic Vodafone Group Enterprise Operations customers across multiple regions, countries and across various technical products and services. Subject matter expertise on various suites of managed service products and advocacy of such products for both Vodafone and clients alike. Owner of the relationship with customers for ITIL based service delivery including Service Level and KPI Management/ achievement, Incident Management, Problem Management, Release Management, Change, Availability and Capacity Management and Continual Service Improvement.Notable Award: Winner of the Vodafone Enterprise top global award (Shine) in 2016 for service excellence. Awarded a prizewinning trip to Oman. Recognised as top performer within role.

Managing the UK service relationship and delivery for multiple of the highest profile Vodafone multi-national corporate accounts (including three years as a dedicated Local Service Manager for one of Vodafone’s top 10 UK multi-national corporate customers – a Global Investment and Retail Bank). Ensuring the local customer service model is both meeting and exceeding agreed and contracted Service Level Agreements by consistently monitoring and reporting against all customer service received from the various Vodafone service centre teams. Notable Awards: Recipient of the Star of Service Award at annual conference.

Working independently at a remote client location and dealing with all aspects of customer and service management. Acting as the first point of contact for client enquiries relating to all aspects of the Vodafone service including technical devices (both data and voice), billing, network, international usage as well as general day-to-day management of the entire bespoke account. Communicating to the most senior level (i.e. Director) via email, telephone and letter as well as face-to-face. Ensuring customer satisfaction and resolution of complex faults and enquiries involving all aspects of Vodafone’s products/ services and attending regular meetings with senior account contacts.Notable Awards: Recipient of the winner of the Service Performance Award at annual conference.

Dealing directly with the public in sales, customer service and a technical role. Circa one year as Retail Assistant Manager. Promoted after examination assessment to Retail Store Manager in July 2006, and directly in charge of the running of a retail store consisting of approximately five team members.Notable Awards: Identified by Senior Management Team as a “future Vodafone leader” and placed on a leadership development programme.

Btec National Diploma, Visual And Performing Arts, Distinction

Education record