Phil Downs Email & Phone Number

London Area, United Kingdom

Working to deliver fantastic Wholesale Fibre services to our partners.

Leeds/London

Responsible for delivering industry-leading cellular & IT services to key MVNO partners and their more than 4 million customers. As Service Manager I act as a facilitator between the partners and internal teams; ranging from project teams delivering new capabilities to operational teams delivering advanced customer experience reporting.Achievements: Supported the growth of an MVNO partner by more than 1 million customers Facilitated a once-in-a-generation migration to a new provisioning stack from conception to delivery Secured a 96% reduction in revenue loss through fraud for one of our MVNO partners Spearheaded an initiative that radically improved the way we manage mobile phone numbers (MSISDNs), saving a substantial amount of money and safeguarding compliance with regulatory requirements Crafted and launched an agile 'small change' process that streamlined existing MVNO change processes into one coherent and easy-to-follow method, saving time and resource for all teams involved Improved the way MVNO security teams communicate and work with our Fraud & Security function, resulting in better risk management and Business Continuity preparation Maintained a keen focus on relevant and meaningful reporting; for example providing deeper insight into customer experience and introducing additional levels of detail on planned cellular improvements Developed a more collaborative and collegial atmosphere between both functionally separate and geographically disparate teams in order to better deliver for our customers Translated all of the above into record-breaking MVNO partner satisfaction

Leeds, United Kingdom

First point of contact managing Service Delivery of complex telephony, mobile and IT offerings for two flagship Enterprise customers. Duties included acting as the first point of escalation for service issues, delivering regular service reviews, and developing and implementing service improvement plans.Achievements: Delivered significant 'value-add' activities and sales through service through working in close partnership with Client Management and Sales team Noticeably improved client satisfaction through targeted process improvements. My detailed analysis of a wide range of operational data enabled our data-led approach Elected Secretariat for Sales Directorate committee established to provide area-wide solutions to trading challenges and talent development programmes. This gave me significant exposure to the commercial function of the business Developed a reputation for reliable and trustworthy service delivery, despite a challenging commercial and operational environment

Leeds, United Kingdom

Responsible for embedding and improving SACM processes across the business. Role covered managing internal and external stakeholders, working with business transformation initiatives, task managing CMDB Librarians, improving data quality through reporting, and developing and delivering training material. Considerable focus on improving data quality through infrastructure discovery and automation solutions.Achievements: Facilitated the growth of Configuration Management in Telefonica UK from a fledgling process to a new way of working supported by a professional Service Asset & Configuration Management team I was invited to present at the IT Service Management Forum 2016 Conference on my Configuration Management work

Leeds, United Kingdom

Selected for Telefonica's highly competitive European Graduate Scheme in Service Management. Leadership training took place in the UK and Barcelona, Spain; modules covered included networking, agile leadership, and delivering change in uncertain environments.Spent 6 months working in Internal Services and Continual Service Improvement and 16 months in Change Management team before being offered a permanent role.

Westminster, London

Undertook research primarily in the field of telecommunications, for example international telecoms regulation and relevant diplomatic stances for the British delegation to the World Conference on International Telecommunications (WCIT-12). Co-authored a research paper on UK government policy on fibre-optic broadband. Also co-authored a response to a European Commission consultation on state aid guidelines for broadband networks.

Bachelor Of Arts (Ba), Philosophy, Politics And Economics, 2:1

Activities and Societies: Chairman of University of York Conservative and Unionist Association 2011-2012.

Gce, English Lit A2, History A2, French A2, Maths As, Extended Project As, A*Aa (A2) A*A (As)