Richard Bailey Email & Phone Number

Help Harpenden Golf Club transfer to a new Golf IT System from Intelligent Golf. This is implementing a new public website, members website, app, till system, EPOS and multiple mini IT projects throughout. Involving project management, analysis, social account set-up, testing, SEO work, non-functional aspects and data migration.

Provision of consultancy services in the Managed Services and Project management arenas. Using the knowledge and skills gained across project implementation, process review, operational audit & set-up, end to end process, planning, integration of teams & suppliers, 24x7 global support set-up, service introduction & transition plus technical non-functional consultancy (e.g. performance, capacity, environments, solutions, monitoring, hosting).

London, United Kingdom

Ethien is an advisory, managed services and technology company helping legal and compliance teams manage complexity, risk and change.Unlike consultancies that offer advice without delivery, or outsourcers that deliver generic services without any real value or vision, Ethien designs, builds and manages integrated legal services and solutions that transform the way our clients work. www.ethien.com

Joined the executive Salmon board to further grow Application Management Services (AMS)/Managed Services and support the operational running of a £multi-million company, line management of 130+ staff.Responsible for support revenues totalling multi-millions, through 90+ eCommerce websites transacting over £5 billion annually with £3m+ hours.Responsible for successfully delivering global support operations to over 20 major clients to SLAs in excess of 99.95%, 24 x7 x 365.Provision of multiple development streams and on-going projects, continuous improvement and trading optimisation including smooth transitions of new AMS clients from 3rd party providers.Audits of non-Salmon operations to support transition, service improvements, performance, capacity and growth plans.

Built an ITIL-based approach for application support (AMS).Built a repeatable, scalable and commercially appropriate model for our clients (ATS).Managed on-going work streams, change, projects and operational transition for multiple clients.Set up a shared service to deliver to Salmon project teams and clients a support function and ATS portfolio (DBA, IA, Performance, Build, Security, PCI). From 12 people in 2002 this reached a peak of 130+ in 2010.Through iterations of process, set-up, locations, skills, developed SLAs to ensure the best service 24 x 7 x 365 was delivered while working on future investment and tool sets to keep pace with the changing eCommerce market.Set up operations in China, India, Australia and US to serve international clients and global presence.Carried out performance and capacity reviews and subsequent action plans/tasks to take clients through their peak periods, sometimes at ratios of 10:1Set up AMS governance procedures with weekly calls, monthly reports and quarterly improvement boards (and managing) to track SLA and deliver service improvements.Established and managed key strategic partnerships e.g. Hosting with Rackspace.

Successfully managed the roll-out of a new water and sewage billing system for Anglian Water (NBS) – an £8 million project running teams of 40+.Implemented a 24 x 7 x 365 application support model for the new system and won a 4 year support contract.Provided technical consultancy to the relevant delivery & support teams.Successfully managed the Y2K project on the old billing system.Managed the technical operations and supported the new billing system, including delivering change and configuration management

Various roles from operator, analyst programmer, technical support, team leader, manager.