Peter Mills Email & Phone Number

Cranleigh, Gb

Cranleigh, Surrey, Gb

We aim to be your one stop IT Partner, working to remove the frustration that IT can often cause in businesses. For over 30 years we have been implementing and supporting IT systems for businesses like yours, ensuring that your business can thrive off the back of technology, rather than be hindered it.We typically work with organisations from startups to 30 users, providing strategic IT advice, implementation of new systems and platforms, followed by proactive management and maintenance by our jargon-free support team.

London, Gb

Backup Systems is one of the UK’s leading backup and disaster recovery companies. We specialise in cost effective, secure onsite and cross-site backups for medium to large businesses

Not every Small & Medium business needs a full-time Operations or IT director. My part-time independent approach enables easy and affordable access to that capability. Becoming an extension of your board-level team, understanding your challenges and goals and cutting through the complexity of operations and technology.

Chester, Gb

Leadership Services provides seasoned part-time, fractional and interim Directors and C-level executives with a track record of successfully creating and delivering strategies for small and growing businesses.

Cranleigh, Surrey, Gb

Providing IT and technology strategy planning to customers, to ensure thier platforms and systems enables thier business to thrive and grow.

Cranleigh, Surrey, Gb

Work as part of the board to creative an effective 5-year strategy and growth plan, to drive the brand forward, instilling excellent operational and efficient delivery, developing the USP of excellent customer service. To inspire and motivate our people to a culture of collaboration, sharing and skill development. Working with operations teams to develop value services, associated standards around the customer experience. Deliver change and implement initiatives to deliver improved profitability and performance growth, with full P&L accountability responsibility.Core Responsibilities:• Proactively managing and reviewing all operational costs and budgets• Carrying out regular technical service reviews with the Tier 1 customers• Lead all Major Incidents to conclusion, including technical, communication leadership• Service Catalogue Management, including selecting technologies and vendor partners• Ensuring full compliance with current and future ISO standards and company processes• Promoting and maintaining Health & Safety to comply with business and legislative requirements• Undertaking people management of all staff• Developing and leading Teams to consistently deliver excellent customer focus and service• Achieving operational KPI’s and customer service targets• Supporting the sales team in new business target achievement • Developing strategic and operational plans and projects• Providing a quality and cost-effective route planning function• Providing quality systems & IT support functions• Developing reporting and analysis to support improved operational efficiencies

Developing and implementing strategy and day to day management of the Service Operations Team, with responsibility for Service Delivery Management, Project Transition, Service Desk, IT Operations, Field Service and Logistics functions, a team of circa 120 team members, with 6 direct reports.● Supporting, mentoring and development of management team● Ownership of Tier 1 customer accounts, including Problem Management, Service Review and CSIPs● Lead key services, including Major Incident and Problem Management across for Tier 1 customers● Pre-sales support including sales, commercial and contract review through to customer on-boarding● Transition Project and Service Board member, providing oversight and guidance on project methodology● Ownership of delivery processes with a focus on Service Improvement and Customer Satisfaction● Internal reporting to senior management and board, including SLA, KPI and service profitability● Focus on implementation of CMDB to underpin Service Portfolio● Ownership for delivery of £15M of revenue services● Driving increasing revenue stream from managed customer service base● Ownership of ISO 9001 & 27001 standards

Burgess Hill, West Sussex, Gb

Responsible for delivery of IT Services to customer base, from large corporations to SME businesses. Led and implemented strategic roadmap across the service operations division. Developed and managed annual budgets. Directed service improvement programme to improve service efficiencies as well as to improve customer satisfaction metrics. Owned ISO certifications for 9001 and 20000, led development programme for improving quality standards and implemented revised processes to optimise service quality.● Developed, trained, and supported a senior management team to create a motivational environment while aligning behaviours, values, and performance expectations to deliver exceptional results● Improved division profitability by 20% and drove continued success and improvement of IT services and operations across managed service clients● Transition Project and Service Board member, providing oversight and guidance on project methodology● Ownership of delivery processes with a focus on Service Improvement and Customer Satisfaction● Internal reporting to senior management and board, including SLA, KPI and service profitability● Owned tier 1 customer service reviews and assessed service performance of top tier customers which showed significant improvement in customer satisfaction.

Burgess Hill, West Sussex, Gb

Provided consultancy and tactical Service Management knowledge and experience to CRM implementation team. With focus on industry best practices, frameworks, and ISO standards. Led a service improvement review of Operations division, reviewing service processes across the business, in collaboration with process owners and diagnosed and assisted implementing improvements.● Delivered service operations process improvement and communicated across delivery teams● Devised data migration strategy and interacted with internal and external resources for building specifications● Led requirements capturing for project, steered cost benefit analysis, and implemented solution under budget● Reviewed operating model against services and customer profile, implemented SIAM model

Brighton, West Sussex, Gb

Led support team for delivery of technical services across all contracted customers. Ensured team development and culture growth through training. Identified, analysed, and resolved all pertinent issues and incidents with shared services, driving permanent resolution through problem management, including as a lead member of CAB. Owned recruitment for Service Operations team, created a high-performance service desk team with revised structure and processes. Led implementation of ITIL framework across the organisation.● Structured and recorded support processes and CSI plan and enforced ITIL processes to improve service delivery● Strengthened and maintained commercial relationships with third-party software and hardware vendors● Boosted overall utilisation of support resources by 35% and increased productivity of the team● Communicated with all parties to meet customer expectations and performed customer follow‐up to verify final resolution and enhanced customer satisfaction level by 15%

Member of the senior management team, working together to agree strategy and business focus as well as reporting on the performance of the technical team. Management of the technical team, who provide day to day service desk support as well as project implementations. Responsibilities included performance analysis and improvement reviews to ensure efficient and effective delivery of services exceeding customer SLA agreements. ► Overall technical lead of the company, head of escalation and technical project delivery.► Drove problem investigations and resolution and assured all risks identified, communicated, and mitigated.► Co-ordinated and executed strategy and reported on the performance of technical team to management group.

Delivered information systems consultancy to the SME market and third parties across South East of England region, determined critical issues, recommended technology solutions, and resolved complex IT related projects. Planned and worked on design, implementation, and support of IT Infrastructure systems for customer projects. ► Administered all customer servers with Windows 2003 and 2008 operating systems and managed active directory and implementation of group policies. ► Led configuration and administration of customer network infrastructure by utilising principally HP, 3Com and Net Gear managed switches along with deployed VLAN’s setup for data storage traffic.

Hannover, Lower Saxony, De

Working as a contractor to provide all required integration support for business merger with First Choice Airways in the roles of Business Analyst & Project Manager

Gb

Responsible to Managing Director for driving and developing all IT systems in support of the business objectives of the company.

Montréal, Québec, Ca

Responsible as deputy for IT Manager. Management of user support requests and ensuring that performance levels were met. Management of communications systems, e.g. telephones, video conference.

Montréal, Québec, Ca

Administration of Day to Day Microsoft Network. Management of backup solutions and DR proceduresBe point of contact for all customer and user queries relating to IT.

Bracknell, Berkshire, Gb

Responsible for providing 2nd line support to customers with technical problems on HP equipment, servers, workstations, printers or plotters. Assigning engineer and parts to be sent to customer’s site when required.

Bracknell, Berkshire, Gb

Receive and log calls for technical problems with HP products. Provide 1st line technical support. Assist with training of new staff members

Computer Science

Education record