Norman Potts Email and Phone Number

Time to chill out now!!

In 2015 we expanded our existing B&B and Camping business to also host Weddings at Gwaenynog so there's much to do in cementing the successful expansion of this new activity. I'm now taking a short career break to give my full attention towards ensuring the success of this joint venture in partnership with my wife. This unique venue offers couples the opportunity to design their own wedding and adapt the various options as either a DIY or managed service, to minimise costs and achieve a customised wedding day experience. See: www.gwaenynog.com

Managing a team of Service Transition Managers within the 3 Business Operations department working in support of the '3' project lifecycle process. During a period of significant transformation in IT and Network Operations, a re-organised department has led to my taking up a more focussed role within Service Transition, without my previous 'in life' Service Delivery responsibilities. This change was needed in order to focus on the challenges associated to a complete re-organisation of Programme Office during the introduction of Release Management for ICT deliveries. I'm responsible for ensuring effective end to end support processes are delivered across a mix of technologies and key services including MVNO, Applications, Propositions, and Radio Network, domains. Utilising ITILv3 best practice the Service Transition team is leading the transformation towards more effective Service Management procedures with appropriate documentation that will drive enhanced service support and quality for our customers. Responsible for embedding new Service Transition processes aligned to Release Management and for fostering a 'can do' approach towards 'continual service improvement' throughout the technical design, operations and project teams. Act as a management escalation point for the Service Transition function, and responsible for managing key internal and external stakeholders to ensure Three's end to end Service Assurance requirements are met,

Managing a team of eleven Service Delivery Managers within the 3 Business Operations Department working in support of the '3' project delivery process. During a period of significant transformation in IT and Network Operations, the recent move towards a second generation managed service agreement has also led to an expanded Service Delivery function. I'm responsible for ensuring effective end to end support processes are delivered across IT Infrastructure, Applications, Business Intelligence, Core and Radio Network, domains. Utilising ITILv3 best practice the Service Delivery team is leading the transformation towards more effective Service Management procedures with appropriate documentation that will drive enhanced service support and quality for our customers. Also responsible for leading the establishment and ongoing management of Service Reviews across multiple vendors and technical disciplines, with operational ownership of Three's services. Responsible for measuring, maintaining and improving end to end service performance, and embedding a 'continual service improvement' culture throughout the technical design, operations and project teams. Act as a management escalation point for the Service Delivery function, and responsible for managing key internal and external stakeholders to ensure Three's end to end Service Assurance requirements are met

Managed multiple vendor operational relationships in support of 3UK Services to enhance service assurance, quality & availability. Provided Service Delivery Management to introduce new services, and developed improved 'end to end' support processes for all services. Liaised with Key Partners in Ericsson Services and MBNL on behalf of of 3UK Contact Centre & Customers, to improve operational support for ICT & Mobile Network technologies. Worked within Project teams to agree operational requirements, and carried out post launch service reviews to ensure an effective level of support across all key services. Provided a business escalation point for all levels of support to ensure 'end to end' processes delivered the required quality and adherence to agreed SLAs. Developed and agreed new processes and support models, and recommended contract enhancements to further improve the delivery of service support across Service Operations. Achieved significant improvements in quality during a period of continual change, where '3' were growing their service diversity in addition to doubling the network coverage offered to customers. Provided the Service Operations input towards the launch of many new services including the industry leading Skype and Mobile Broadband services.

New Company start up. Managed Service Desk Team, plus the service introduction & management for all of the '3' Mobile Services and support systems. Co-ordinated the creation of effective ITIL based service desk processes, and created both incident & service reports to drive enhanced support from 2nd & 3rd line teams. Maintained a close relationship with the '3' Contact Centres in Glasgow & Mumbai to improve the quality of incident diagnosis at all levels of support to deliver improved service for our customers. Led a number of initiatives to enhance incident management processes across Contact Centre and Technical Support Teams. Acted as a final quality gate to review the delivery quality of new service documentation, and created / agreed a new TTO (Transition To Operations) template to suit the requirements of all stakeholders. Built an effective Service Desk Team which incident managed all Priority 2, 3 & 4 incidents in addition to managing business communications for every level of Service Outage notifications. Managed operational relationship with many 3rd party vendors, plus all UK & International and Mobile Operators.

Managed the operational relationship with all of Vodafone's Transmission providers (BT, C&C, NTL, MLL), utilising a centralised team of engineers and analysts. Carried out regular service reviews to drive enhanced performance through improvements in process and technical design. Achieved significant improvements in supplier performance which reduced support costs, and improved service availability across Vodafones base stations and Core Network platforms.

Managed the day shift in the Vodafone Network Operations Centre, and liaised with Shift Team Leaders to maximise operational performance of the NOC. The 'service focussed' support used in the NOC was an industry leading model at that time which encapsulated many components of ITIL principles to develop a 'service' focus throughout the Vodafone organisation. I led a number of initiatives to make additional improvements in internal processes, and those utilised by other departments and external suppliers.

Managed a shift of 60 production staff involved in the final assembly & test of Motorola base stations for the Mobile Telecommunications industry. Utilised Six Sigma and JIT to lead process improvements which enhanced overall build speed whilst also improving quality,

Joined RN at HMS Fisgard (742 entry), and completed the Royal Navy Artificer apprenticeship in Electronics, eventually specialising in the maintenance of multiple Avionic Systems (Radio, Radar, Sonar, ECM, Nav Aids). Managed small teams of avionics technicians to deliver high quality avionic systems support at1st & 2nd line support levels. Also worked within MOD Project Management teams to introduce new services into operational use. Specialised in EMC testing of new electronic systems fitted into RN aircraft as part of a trials role in the Fleet Air Arm. Completed my service as a Divisional Officer, managing 50+ apprentices during their 2nd phase technical BTEC training. Also acted as player, captain, coach & secretary for the Royal Navy Volleyball team during a highly successful period where the team competed at 'National League' & International level. I extended these activities as founder of the first Cornwall Volleyball League - introducing and teaching many new players, and forming multiple new volleyball clubs across a wide variety of local clubs and organisations.