Patrick Rowell Email & Phone Number

Newcastle Upon Tyne, Gb

Responsible for services including service management, incident and change management, transition of new services, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. Maintaining and developing customer relationships, managing customer satisfaction, and delivering contract commitments within cost targetsResponsibilities:● Recruiting, leading, motivating, developing, and managing the performance of direct reports● Financial forecasting and reporting on monthly/annual costs including headcount & supplemental pay● Monitoring the overall performance of services and leading service improvement plans if required● The development of continual improvement plans to ensure that provided services adequately support business needs now and, in the future● Implementing account start-up by liaising with key client, DXC and FDS stakeholders● Building a personal relationship with key clients

Newcastle Upon Tyne, England, United Kingdom

Overview:Responsible for monitoring and driving the service, taking a data driven approach to performance, stock management and SLA management. Produce service management reports and carry out analysis, working with the Capability Leads and Team Members to drive continual improvement into the service.Responsibilities:• Build and actively maintains relationships with key Account, Site Support, Service Centre and Client stakeholders• Forecasting hardware requirements and ordering to meet these requirements, including budget management• Produce reporting to support customer billing• Own escalations through the resolution, maintain an escalation tracker, carry out root cause analysis on escalations and manage corrective actions through to implementation Achievements:• Directed move of one 3rd party supplier in house, saving circa £300k PA• Identified and drove catalogue process amendments for better functionality, control and SLA reporting/management

Newcastle Upon Tyne, United Kingdom

Overview:Responsible for the delivery of End User Hardware refresh programs to client organisations end users, managing stock and engineer availability to meet agreed rollout timelines, including reporting to senior stakeholdersResponsibilities:• Creation, briefing and engaging stakeholders to agree yearly profile outlining the target devices, replacement types and exclusions• Managing demand for 3rd party suppliers• Produce reporting to support customer billing• Produce and deliver weekly/monthly reporting for account and customer stakeholders• Onboarding new clients into Refresh programme• Project management/administration for refresh adjacent programs• Stock monitoring and ordering including budget management• People management, driving development through coaching opportunities and formal monthly & year end reviewsAchievements:• Suggested and introduced Home Delivery processes to support new ways of working• Delivery of Win 7 to Win 10 laptop transition project, on time and under budget despite change in approach to accommodate newly announced lockdown• Driven efficiencies in our tooling allowing us to increase workload in the team by circa 25% without requiring additional staffing• Identified and directed move of one 3rd party supplier in house, saving circa £300k PA

Newcastle Upon Tyne, United Kingdom

Overview:Responsible for operational delivery of multiple services via an MSP agreement with the client, directly supporting their customers. Oversaw a team of managers across the service driving agreed customer SLAsResponsibilities:• Responsible for a tower within the organisation consisting of multiple services and team up to 150 heads, including 1st, 2nd and 3rd line, field engineers, request management, problem management, and project management • Reporting to Client stakeholders on operational performance against SLAs monthly and in quarterly business reviews to a more senior audience• Ensuring that all employees are performance managed to a high standard through my leadership teams 121s and coaching sessions• Staffing and demand management including closely working with recruitment on campaigns and interview processes• Provide on-call support for Major Incident Management teamAchievements:• Help drive growth from initial 60 heads to 150 overall through leveraging SLA performance into growth opportunities, taking on new services• Identified and drove to completion cost saving circa £100k PA through implementation of new work pattern reducing shift allowance requirements• Consulted and introduced new employee reward scheme

Responsible for managing a team of Technical Engineers providing direct to business enterprise storage supportResponsibilities:• Maintaining quality of the team incident handling and working to solve escalations from customers/stakeholders• Performing 121s with individuals to develop their skillset and maintain performance levels• Coaching engineers to develop customer handling skills and support certification in technical learning• Provide on-call support on rotation• Cover engineer management within foreign language teams as requiredAchievements:• Lead initial development of employee recognition programme for account consulting directly with senior operations and peers

Newcastle Upon Tyne, United Kingdom

Contracted via Kelly Services to HP UK on a high profile Public Sector account. Overseeing the day to day running of a Service Desk spanning 6 teams as well as assisting the Operations Manager in the running of other teams. Ensuring SLA and KPIs were being met across the desk whilst ensuring the desk is staffed to appropriate levels by resourcing and interviewing staff. Managing of teams across the desk via the Team and Deputy Team Managers to ensure required performance is always met, as well as identifying ways to improves current processes to help efficiency across the desk.Working closely with the Service Managers to ensure we continue to drive quality, SLAs and customer excellence across the desk.

I now also dual role as a Data Quality Manager as part of a 2 man team. Our team is responsible for the integrity and quality of the entire estate for access to our call logging tooling. We currently process any new additions who need access to the tooling, as well as any amendments to current permissions. This process is a new addition to the roster of work we perform for the client and as such I have been integral in defining this new process, including the creation of the exact procedure for processing these requests.

Newcastle Upon Tyne, United Kingdom

Responsible for managing two teams of Service Desk Agents, monitoring quality of call handling, incident write up and leading team in supporting overall operations SLAs, including first contact resolution and time to answerResponsibilities:• Responsible for the ensuring two teams of 15, including two Deputy Team Managers (DTM) continue to support and exceed all contractual KPIs.• Performed reporting tasks for the Operations Team including looking at failures to allow us to provide a high-level overview of the relevant information• Working closely with our largest 3rd Party support supplier as the main point of contact for escalations and service improvement plans on both sides.• Implemented performance improvement plans with individuals when required via 121s and other meetings Creation and outlining of the new process upon its implementation• Responsible for the quality and integrity of user accounts on our call logging software• Oversaw automatic sync process whilst adjusting any errors that occurAchievements:• Devised and implemented an employee recognition scheme within my teams boosting overall team performance that was then rolled out to other teams• Seconded to Operations Supervisor role, overseeing 4 Team Leaders and 8 associated teams, reporting directly into Operations Manager

Seconded as a Deputy Team Manager on a high profile Public Sector contract via Kelly Services. During my time in this position I oversaw the day to day management of around 12 first line agents. I also performed ad hoc tasks for my direct managers and the Ops Team.

Newcastle Upon Tyne, United Kingdom

Contracted to HP via Kelly Services. Working as a first line call taking agent on a high profile Public Sector contract.Working to strict company targets to aid the service desk in achieving the necessary KPIs to meet the contractual agreements.

To begin with my responsibilities consisted of providing an excellent level of customer service face to face in store as well as maintaining stock levels and store cleanliness. Towards the end of my time there I took on further responsibilities such as running the the weekly payroll for staff, cashing up and depositing for the week. I also took on some informal supervisor roles whereby I assigned daily duties to other members of staff and performed hand overs ready for the busier evening shift.

I was responsible for providing an excellent customer service to all customers whilst ensuring I met the targets required. I was also responsible for maintaining stock levels and ensuring a high level of store cleanliness.After working there for some time I was also given further responsibilities whereby I began cashing up at the end of a shift as well as setting up the tills for the start of the day. I was also tasked with giving a thorough handover to any shifts starting after I had opened.