MDS is a UK based digital solutions and Managed Service Provider of convergent real-time charging, billing, data analytics and customer management solutions enabling Telecom Service Providers such as BT, Eir, Fujitsu, TalkTalk and O2 Telefonica to manage the end-to-end subscriber lifecycle for mobile and fixed line telephony and broadband products.Currently providing ad hoc services to MDS, supporting the sales team in discussions with prospective customers in the APAC region. Responsibilities include:• Develop the scope of service, delivery/transition strategies and resourcing approaches for each proposal.• Present and discuss the different options for operating and process models with prospective customers.• Formulate and negotiate SLA and service credit frameworks with customer management teams.• Identify and lead discussions with third party partners regarding the delivery of support services.

As a member of the Managed Service Management team, responsible for the teams delivering Application Management services to MDS customers, including:• Application Operations• Reporting and Analysis• Software Configuration• Revenue Assurance• Network Migration Management• Operational Acceptance Testing (OAT)Key Responsibilities:• Managed an organisation of 20 FTE delivering application services to MDS customers – including 24/7/365 resource scheduling, staff administration, team development, recruitment and performance management. • Discussed service status and challenges with customers on a daily basis and chaired regular reviews.• Ensured that contracted services to customers were delivered in line with service obligations and managed corrective actions in the case of SLA underperformance.• Represented Operations in service review meetings and owned the delivery of agreed improvements (SIP).• Continually reviewed processes to ensure compliance to the agreed ITIL aligned best practice framework.• Managed L2/L3 resources and supported the resolution of major incidents. Coordinated the customer interaction regarding re-establishing Business as Usual (BAU) status. • Reviewed and provided operational input on project deliveries, including requirements, solution design, testing, transition approach, code deployment and Early Life Support.• Managed the deployment of application related defect fixes as well as post-deployment validation.• Guided customers in identifying operational requirements and advised on options to implement changes.• Managed the delivery of software configuration tasks for all projects and live environment requests.

At a key client site, led the delivery of all BSS domain infrastructure and application requirements which underpinned the launch of a new Mobile Virtual Network Operator (MVNO). The project was the first time that an SI managed the internal resources and deliveries of the client to prove the new ‘Partnership’ framework. Deliveries encompassed infrastructure, mediation, usage processing, billing, logistics, CRM, on-line portals, identity management and payments/collections.

Responsible for the the teams operating the centralised European Telco billing/CRM/finance applications, including the Hardware and Application Operations, Software Configuration, Service Delivery, Service Desk, Billing and Payment Processing teams.

International coordinator of RBP domain initiatives, escalations and project deliveries. Projects included the rating enabler RFQ process, mediation platform management, real time fraud management, product roll-outs and application enhancements. Coordinated definition and implementation of standardised KPI framework with the country lead teams.

Established the teams operating the centralised European billing/CRM applications so that ACN could operate the solution with minimal support from the software vendor. Responsible for the application operations, infrastructure, software configuration, service delivery and billing functions. Undertook various interim management roles in order management, customer care, provisioning and reporting.