Paul Ray Email & Phone Number

United Kingdom

Currently I manage the delivery of an ITS break/fix and Smart Hands contract, supporting 19 countries in the EMEIA region for a British-based global luxury fashion retail client. My role has a wide-ranging scope of responsibility including ensuring strict SLA compliance, driving continuous service improvement, identifying and managing service risks, presenting Weekly and Monthly MI, project support and CMDB management, as well as assisting in the procurement of new IT hardware and working closely with our internal business development team to spot new opportunities for account growth. To further support the effective delivery of service, I have also travelled with the client to key locations and stores across EMEIA, as well as to our Service Operations Centre in Warsaw to assist in the improvement and expansion of our remote support teams. I also continue to work alongside my regional colleagues in the Americas and APAC to ensure a consistent ‘global’ delivery approach is maintained.

Field Based

My role was to manage the MPS & ITS contracts for several key accounts in the financial services, pharmaceutical and legal sectors, including a variety of service lines to complete our overall solution. I was accountable for the delivery of service in 16 countries across EMEA for one client and successfully formed strong links internationally to ensure we provided the highest standard of service for our customers. As well as managing a global asset database, I also ensured that our contracts met the agreed SLAs, and presented customer focussed MI packs to a European audience on a regular basis. One of my key drivers was to work closely with our sales division to explore new opportunities for account growth, and to increase contract revenue by recommending additional solutions. Building a strong working relationship with my clients proved to be key in becoming a trusted advisor for them, increasing opportunities for future sales engagement. Additionally, I also managed a team of UK based Service Delivery Mangers and Application Support Specialists, supporting them to achieve individual and company wide objectives.

Field Based

My role was to manage a group of MPS and IT contracts for some of Ricoh's key customers. This required UK and European engagement with clients across a range of business sectors including Investment Banking and Financial Services, International Travel, as well as Chemical Process Technology.

Kpmg - Canary Wharf, London

Based at KPMG's Canary Wharf office, I was our client's first point of contact for all Ricoh queries.I produced and presented our Service Review presentation to KPMG's ITS Management team each month which focused on SLA analysis, a range of Incident Management statistics, as well as volume and key trend analysis.My role also included owning and managing the P1 Incident Support process, manipulating data to produce weekly and monthly reports using KPMG's Service Management tool, and liaising with other vendors within the firm to complete project work.

Northampton, United Kingdom

My role was to oversee a group of Ricoh's Government and corporate customer accounts, ensuring that their invoicing was produced as accurately and as efficiently as possible.My responsibilities included maintaining and improving customer relationships, creating account statements, query investigation and forecasting print expenditure.

Northampton, United Kingdom

Bachelor’S Degree, Sports Journalism

Education record