Nick Bowden Email & Phone Number

Manchester, England, Gb

Home Based

Responsible for ensuring Vodafone Global Enterprise meets all of its service & contractual obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction evidenced through Net Prompter Score (NPS). Working in partnership with the Account Team to embed business relationships at senior level within our Customer base by developing and nurturing a key understanding of our Customers’ strategy and business model, evaluating these requirements against Vodafone’s Service Proposition and translating that into Vodafone accountabilities based on Vodafone’s Sell, Build & Run operating model.This role interfaces with Customers with a global presence at a senior level, at a local level and global matrix management at an account level. For the past 2 years in addition to my main GSM role, I have had the privilege of leading the Spirit Ambassador programme for VGE Commercial and Service Management in Northern Europe. Leading a team of 10 Spirit Ambassador volunteers, the role has involved keeping colleagues and our community engaged, supported and connected - which has been vitally important during COVID 19 and remote working. Through a number of work streams including Charity, Volunteering, Learning Lunches, Green Initiatives, Well-Being and much more we have been able to keep colleagues connected and motivated with a wide range of diverse and inclusive events, aligned to Vodafone’s Spirit values of Earn Customer Loyalty, Create The Future, Experiment-Learn Fast and Get it done Together. In addition I have driven the analysis and response to the twice yearly Spirit Beat Survey results for our area. The Spirit Ambassador team lead role has allowed me to develop and grow as an individual, lead by example, be creative and innovative and connect with people and teams who I typically wouldn’t have engaged with in the past. So I am very grateful for the opportunity given by my senior management team to take on this role.

Home Based

Responsible for leading the delivery of video and conferencing services for HSBC globally.Working with Global partners West, Cisco and Kollective to deliver bespoke conferencing suite of services to HSBC, including audio-conferencing, operator assisted events, VIP events, WebEx, webcasting and Video content.Managing our partners globally, to ensure that they are delivering in-line with contractual commitments and that as a result Vodafone are meeting its own obligations to HSBC.Developing service through continual service improvemt.

Reading, United Kingdom

London And South West

Limited company created to focus on the next stage of my career.ITIL qualified Service Operations and Service Delivery Manager available for contract or permanent roles in London and Manchester.• Vast experience of Banking and Financial services industry with expertise in Data Centre Management, Managed and Professional Services.• ITIL qualified, I have worked within the ITIL framework for a number of years and have extensive experience of Service Desk, Incident and Problem Management, Change, Release and Configuration Management.• Offshore Management experience, have managed the migration of key services and support teams to offshore teams and ensured minimal impact to key SLA and KPI measures.• Service Transition and Service Transformation project completion, 2500+ sites during a 2-year migration.• Experience of managing multi-site, Global networks, working with carriers and 3rd parties overseas to ensure collaborative approach to working.• Telecommunications background with sound knowledge of Cisco and Juniper devices, Mobile and 3G, IPVPN and DSL technologies. • Service Now and BMC Remedy experience.Since finishing my last role with Vodafone I have spent the summer developing an online sports predictor site, which is in beta version.• Recruited and engaged a Project Manager in London and an Offshore development team in India to build and create the website, against very tight deadlines.• Managed the development of the website by hosting daily Skype calls to ensure functionality requirements were clear and understood. Website was launched in June 16 and is currently established as a non-profit making site.

Newbury, United Kingdom

• • Achieved a promotion to a newly defined role within Vodafone UK, designed to assist and support the established Major Incident Process delivering quality and timely customer facing communications within agreed deadlines. • I helped create a new end- to- end customer communication process used during major network incidents, which is now fully established as a standard Communication process.• Enabling Service Management and Service Desk teams to have meaningful and regular formal communication to share with our customers during Major Incidents.• Demonstrated excellent written communication skills in the delivery of clear, concise and accurate communications.• Contributed to the on-going evolvement and effectiveness of Enterprise Communications within Vodafone.

Manchester, United Kingdom

• Successfully delivered a ‘Managed Service’ wrap to a key Global Banking customer, focussing on LAN and WAN (both Cisco and Juniper) services, including IPVPN, 3G, DSL and other Fixed and Mobile technologies. I developed operational core teams, including Service Desk and Delivery and Change Management teams, to consistently meet customer contractual requirements.• Implemented and managed Service Improvements initiatives across all areas which positively impacted on customer CSAT and NPS scores• Traffic management analysis experience via the use of the Ipanema toolset, allowing me to hold conversations with the customer to proactively manage their estate, winning new business by increasing capacity across their estate.• Acted as the lead Client Service Manager across Vodafone Global Enterprise for a Margin Maximisation initiative, achieving 120% of group target. I ran workshops and WebEx sessions for other Service Managers to assist them with identifying opportunities on their own accounts.• Regular exposure to the BID and RFP process and audits with a strong knowledge of process and governance involved, winning additional key business including the migration of 20,000+ IPT users from a previous provider to Vodafone.• Provided Service Management support for a number of key projects including a Cisco to Juniper migration across a UK wide branch estate and IPT services to 20K+ users.• Chaired Service Review meetings with the Client and a number of 3rd party suppliers and Vendors on a monthly basis.• Provided mentor support to a number of colleagues within the business pursuing a career in Service Management.

Manchester, United Kingdom

• Primarily managing voice services including PSTN, Tele-business and NGN services purchased by this key Global Banking customer.• Proactively managed the migration of 100+ Barclays users to a new IN platform. Created, chaired and managed WebEx sessions to allow all users the opportunity to receive live training.• Created new and bespoke delivery reports for the customer to help meet their own business requirements.• Received NPS ‘promoter’ scores every year from the customer for the Service Management provided to them for their Voice services.• Responsible for all Service Management activities on a VSAT contract, supporting 100+ Satellite sites in various countries in Africa.• Exposure to high severity incidents and act as an escalation point when necessary and attend customer recovery calls during Major Incidents.• Experience of chairing service reviews with multiple business areas of the customer as well as a number 3rd party suppliers and vendors.• Ability to create and manage SIPs through to resolution with the customer and internal teams when contractual SLA’s have not been met.• Responsible for ensuring all operational teams understand the contractual SLA’s they are working to, this includes amongst others Change Management, Incident & Problem Management and Delivery Management teams.

Manchester

• Acted as a lead customer contact for high severity Incidents and escalations where a root cause or fix was not yet known.• Co-ordinating the appropriate internal and 3rd party teams to restore services as quickly as possible. Often involving hard negotiating with operational managers, whilst managing customer expectations in pressured and sometimes difficult situations.• Acted as part of the Major Incident bridge team that would convene for multi-customer Severity 1 incidents both on the network or via natural type disasters.• Experience of writing root cause analysis reports which required a good technical understanding of an incident and also good analytical skills to understand why things had gone wrong and what preventative measures were needed.• Worked with carrier relationship teams to help drive improvements within our 3rd party suppliers, often attending service reviews and workshops.

Manchester, United Kingdom

• Working on a 24x7 shift team responsible for providing 1st and 2nd line technical service desk function to a global customer base. • Acted as a Level 1 escalation manager dealing directly with customers over the phone, often in the middle of the night. • During this period I was also acting shift manager for periods of absence from the shift lead. • Gained a great deal of technical knowledge during this period as I was working across multiple customers with multiple services.

Manchester, United Kingdom

• The retention team was new team formed due to an increase number of churn customers seen during 2000/2001. • My role involved speaking directly to customers who wished to cancel their service with Cable & Wireless and attempt to retain their custom. • This often involved showing a great deal of empathy usually around poor service and turning the customer perception around through strong negotiating and people skills.

Manchester, United Kingdom

• Joined a dedicated Billing function within Cable & Wireless, speaking to customers on the phone about billing queries.• Often handling customer complaints, worked closely with Credit Control to ensure bill payments were accurate and met on time.

Stockport, Manchester, Edinburgh

• During my time with RBS as I was one of the first appointed CA’s or Customer Advisors in the Stockport Group and was responsible for the branch sales performance each week against group targets. • Arranged and managed branch promotions, interviewing all customers about new accounts and products and coaching and training staff on their own sales techniques to ensure all opportunities were identified and targets met.• Spent 12 months working in Edinburgh on the ‘New Branch’ technical support helpdesk.

A Levels

Education record