Paul Whitehead Email & Phone Number

Wakefield, Gb

I will be leading and managing operational performance and delivery of contracted services within the Field Services Department, UK

United Kingdom

Manage and support Technical Resolver Groups, Remote Field Engineers and a Service Desk delivering ITIL aligned Managed Services to UK clients.Manage the relationships of our 3rd Party suppliers and the off-shore support teams to deliver 1st class service to our UK Clients.Provide 1st line esclations and major incident managemant to clients.

Uk

• Provide leadership to the shared services technical teams, UK Service Desk and field engineering• Manage the relationship between the shared services with the European and global service desks and technical teams.• Provide first line escalation for all UK clients globally spread by way of a Duty Manager function.• Delivery of ITIL aligned Managed Services to UK shared services clients• Act as a role model demonstrating the Dimension Data values Responsible for the management and development of a motivated, integrated team to deliver seamless solutions across all disciplines.

Uk

To manage and support field based technical engineering team’s ensuring customer SLA’s are met and a high level of customer service is maintained at all times. To be a point of escalation and provide guidance, training and progression for the team's and represent Managed Services at both internal and external meetings.

Uk Wide

To manage and support the UKs technical engineering team’s ensuring customer SLA’s are met and a high level of customer service is maintained at all times.

Imphal Barracks, York

a&o Systems and ServicesResponsible for regional management controlling 2 Team Leaders and 60 Field EngineersOverseeing engineers supporting small desktop and storage systems to £1m contractsLiaising with key account clients providing customer care, delivering KPIs and SLAsAcknowledged for developing personnel mentoring in customer service techniquesEnsuring integrity of field service activities in respect of H&S standards and complianceMaintaining companies performance appraisal programmes fulfilling corporate aimsCoordinated monthly and ad hoc meetings with senior management and field engineersAcknowledged for minimising non-chargeable overtime levels through tighter controlsRecognised for excellence of communications with field, area and senior management

Responsible for managing key accounts and controlling 30 Service Engineers Ensured provision of timely and high-quality services to support users Spearheaded the development of services and value within major client accounts Established and maintained IT standards and routine maintenance procedures Reduced costs in existing areas whilst creating additional service offerings Implemented technical strategies to meet aggressive corporate objectives Appointed to oversee installations, planned maintenance and fault resolution programs for key clients under contract with Sun Micro Systems and Sun Servers

A proficent hardware engineer servicing are large range Sun Microsystems equipment.

Hnd Electrical And Electronic Engineering

HND in Electrical & Electronic Engineering

Levels; S, Mathematics, Physics, Computer Studies And Electrical And Electronic Studies