Nick Ringrose Email & Phone Number

Gainsborough, Gb

United Kingdom

Basingstoke, Hampshire, United Kingdom

Uk

In February this year I was awarded promotion to Head of Service Delivery within the Partner Services Division when my predecessor left. I managed and supported 5 Service Delivery Managers and one Administrator. Responsible for circa £27M revenue base reporting to the then DPS Managing Director. The role presented me with a number of key challenges, uphold the service while the company transitions to a new operating model following integration with a number of recently acquired businesses… Show more In February this year I was awarded promotion to Head of Service Delivery within the Partner Services Division when my predecessor left. I managed and supported 5 Service Delivery Managers and one Administrator. Responsible for circa £27M revenue base reporting to the then DPS Managing Director. The role presented me with a number of key challenges, uphold the service while the company transitions to a new operating model following integration with a number of recently acquired businesses covering a multitude of IT technologies. The most recent acquisition will make Daisy one of the largest independent IT service providers in the UK. Show less

Hampshire

Newbury

NetCrowd is a customer-focussed ʻChannel-onlyʼ IT partner in the delivery and service of a wide range of white labelled support solutions.

Home Based

Home Based

Following redundancy from Morse, I took a year out while moving south, to fill that void I took up a temporary position at my local school as a teaching assistant.

Over 6.5 years I managed over £10m worth of IT support contracts (SW, OS, and HW) for Morse, customers included big names, such as Telegraph, BAA, Bupa, Ericsson, Allianz, HSBC, Egg, Trinity Mirror Group, Aberdeen University, National Australia Bank. Support services delivered by HP, Sun, IBM, Phoenix, BMC, Symantec, SAP, and many more. Responsibilities: Act as the Senior Service Account Manager, Chair Service Reviews (Monthly), Present account reviews and forecasts to senior management… Show more Over 6.5 years I managed over £10m worth of IT support contracts (SW, OS, and HW) for Morse, customers included big names, such as Telegraph, BAA, Bupa, Ericsson, Allianz, HSBC, Egg, Trinity Mirror Group, Aberdeen University, National Australia Bank. Support services delivered by HP, Sun, IBM, Phoenix, BMC, Symantec, SAP, and many more. Responsibilities: Act as the Senior Service Account Manager, Chair Service Reviews (Monthly), Present account reviews and forecasts to senior management and stakeholders, Process and Win Renewals, Respond to Bids, Manage Supplier Relationships (account specific), Project Management (Small to medium), Identify Process Improvements / Provide Continuous Improvement Plans, Create Service Improvement Plans, Write Service Report Creation and Management, Manage P&L for support on all accounts. Manage, Resolve, and report escalations. Show less

Tring - Hertfordshire

Managed a team of 6 Customer Service Agents manage a portfolio of customers ensuring that customer would re-stock their water supplies at the right cycle. Facilitated collaboration between sales and distribution to improve customer experience, particularly throughout the trial period. Managerial duties included:- Deal with customer complaints, recruit, set budget forecast, minimise quit rate, streamline process.

Increased Customer Satisfaction level from 50% to 98% combined satisfied / completely satisfied over period. Goal 90% Contributed to redesign and process engineering to ensure above result. Major cultural change and improved employee satisfaction by 25% year on year. Generated Service Level Agreement with internal suppliers to ensure 24x7x365 technical support for Solutions Centre, down time reduced by 50%.Generated report and extensive risk analysis research to warrant disaster… Show more Increased Customer Satisfaction level from 50% to 98% combined satisfied / completely satisfied over period. Goal 90% Contributed to redesign and process engineering to ensure above result. Major cultural change and improved employee satisfaction by 25% year on year. Generated Service Level Agreement with internal suppliers to ensure 24x7x365 technical support for Solutions Centre, down time reduced by 50%.Generated report and extensive risk analysis research to warrant disaster recovery plan for 300 staff.Avoided major customer satisfaction issue, buy resolving replacement of a service to major VMS customers. Using both traditional escalation paths, and influencing senior management to do the right thing for the customer. Customers have subsequently been given a further year to move to new services and have improved feedback to ensure service improved, as well as saving costs for Compaq.Contributed to major bid win with Ericsson mobile, delivering presentation, and guided tour of Compaq*s Customer Solutions Centre. This visit was contributory to a deal worth in excess of $20M to Compaq Global Services over a 5 year Show less

Operational Management, SLA generation (internal support) Disaster Recovery, IVR direction / design /continuous improvement, Customer Service Satisfaction (from external report), Facilities Management,Procurement, Customer presentations to CEO level, Seminars, customer problem solutions, sales andmarketing support, call centre consultancy, contributory to support centre strategy, projectmanagement. Supporting 300 staff, reporting to EMEA Customer Solutions Centre Manager.

1st Line)Consummate in Erlang b and C theory, staffing, capacity planning, both people process and line requirements. Completed ICMI course (International Customer Management Institute) in 1997 - delivered by one of the key the founders, Brad Cleveland! After promotion successfully recruited supervisor internallyMaintained service levels at 85% target 80% Customer Satisfaction Improved (for call logging) from 63% - 88% Mentored 4 people from Call Centre operatives to… Show more 1st Line)Consummate in Erlang b and C theory, staffing, capacity planning, both people process and line requirements. Completed ICMI course (International Customer Management Institute) in 1997 - delivered by one of the key the founders, Brad Cleveland! After promotion successfully recruited supervisor internallyMaintained service levels at 85% target 80% Customer Satisfaction Improved (for call logging) from 63% - 88% Mentored 4 people from Call Centre operatives to management, 3 are now managers for HP today.Presented to customers, process and performance of Call Centre, enhancing their knowledge of how to get the most from Compaq Reduced headcount of Call Centre in line with cost savings and efficiency gains saving over $200K per year, with no reduction in service.Moved Call Centre from Basingstoke to Reading with no interruption in service (24x7 operation). Was involved in setup of whole operation (including the 270 support staff), with respect to telephony, IVR planning, Contingency planning and deployment. Achieved temporary project in a completely different department (logistics) to gain knowledge and demonstrate management skills, identified major parts replenishment issue, this was costing over $400k a year in potential waist, this project was key to achieving official management status, and passing a board. I gained extra benefits such as a company car and remuneration. Show less

Education record

Education record