Paul Moseley Email & Phone Number

Newcastle, Australia

Responsible for global design and implementation of CSC’s next generation deliver model for Workplace and Platform services. Duties include data gathering and analysis, designing and implementing standard operating procedures to ensure consistency and efficiency using lean principles alongside McKinsey & Company.Key Achievements:- Increased Net Promoter Score by 8.5%.- Improvement in Mean Time to Resolve (MTTR) of 31%.- 13% reduction in ticket backlog.- 29% improvement in employee satisfaction.- Delivery Model deployed globally to 5,000+ employees in 8 countries.

Responsible for strategy and design of the online service desk portfolio, managing multiple products throughout the product lifecycle, gathering and prioritising customer requirements, defining the vision, and working closely with sponsors / stakeholders / team / vendors to deliver winning services to clients in multiple geographic locations.Key Achievements:- Established KPIs to baseline, track and identify performance improvement opportunities.- Introduced online-chat, video content and social collaboration forums in to the product portfolio.- Aptean Edge Award Winner for best implementation of the online customer experience product suite.- Increased adoption of non-voice channel to 17% self-service and 20% online-chat reducing operational cost by 21% through various communication and marketing campaigns.- Restructured the Knowledge Management team reducing operating costs by 15% whilst delivering an improved 7 out of 10 rating for all customer feedback.- Re-aligned vendor contracts and Service Level Agreements (SLAs) to establish stronger business relationship whilst saving 12% in annual maintenance costs.- Restored confidence with key client by building and deepening customer relationship which resulted in a published client success story.

Organising, planning and providing day-to-day support for programme and project activities ensuring effective transition of services into production. Variance analysis and reporting of $8M budget within AMERICAS, ASIAPAC and EMEA.

Built the capability to capture key incident data in a consistent format allowing for standardised metrics and reporting. Analysed metrics and reports to show trends and potential problem areas within the IT environment. Created action plans to minimise the occurrence and impact of incidents on the customer community. Improved the process of problem reporting, analysis and resolution.

London, United Kingdom

2.1, Business And Finance

Distinction, Business Studies

2 B'S And 6 C'S