In addition to the day to day Service Account & Delivery Management I am also responsible for the on boarding of new customers and the associated transition of services; including major service changes to existing customers and managing internal technical projects

Responsible for ensuring the successful delivery of hardware break-fix and support services, and overall account management for a number of high street retail accounts; with a combined revenue stream of c.£2m per annum and generating 9000+ engineer service jobs per annum. Working within an ITIL framework and managing the day to day service delivery including all major incidents and supplier issues from point of escalation to closure and lessons learned. Also responsible for the transition and subsequent project management of service change into the business.• Designing and monitoring of KPI’s to ensure SLA targets are achieved and services are delivered to the contracted framework obligations.• Producing metric reports in line with SLA and KPI’s and presenting to internal and external customers.• Monthly service reviews with customers to present afore mentioned reports, discuss deliverables and maintain the CSI register.• Internal and external supplier management, review and OLA/SLA governance.• Regular trend analysis to identify areas of risk and subsequently proposing CSI recommendations during monthly service reviews with both customers and suppliers.• Regular service reviews with major stakeholders (to board level) to advise, identify and act on new service / revenue opportunities.• Responsible for the transition of all new services and major change; managing all major stakeholders and departments to ensure the change/service is slipstreamed into the business without impacting BAU.• Pricing and quoting for new none BAU works, hardware procurement and additional services. Subsequently owning the quote through to sales order and completion / implementation.• Responsible for the reconciliation of financials for my accounts and suppliers.• Responsible for designing, negotiating and implementing any contractual extensions or variations with both customers and suppliers.• Tracking of all associated account and supplier financial metrics.

Responsible for a team of technical support engineers and WiFi specialists providing technical support, training, engineering documentation and pre/post sales consultancy services to 100+ UK, NI & ROI engineers and service partners in Germany, Spain, France, Portugal, Sweden and Denmark.The main core of the technology is EPOS, WiFi and SME servers and as a team the main responsibilities include:-• Technically Vetting 300+ service calls and handling 80+ 2nd level support calls per day and covering 24/7/365• Technical transition for new business and major business change• Research and training on new technologies, software and bespoke payment solutions mainly to the EPOS sector• Designing and creating engineering and workshop support processes, procedures and technical manuals• Designing training plans and delivering training to field and workshop engineers, and EU partners• Design and maintenance of the forum and knowledge base system• Problem management for escalated calls and subsequent resolution feedback• Pre and Post sales support and consultancyIn addition to the daily activities of the team, I was also personally responsible for• Ensuring the department adheres to the BSi 27001/9001 standards• Gold build and engineering manual version control and backup routine compliance• Confidential destruction compliance of documentation and build media • Engineering development & training progress recording• Mentoring, appraising and setting targets for the support team• Compiling and Maintaining the department rota• Designing CSI's for the department to help improve first time fixes, engineer on site times and ensuring the team is delivering to the associated KPI’s• Technically reviewing new business proposals and advising upon the technical requirements to deliver the service• Designing, implementing and testing new scripting methods for installation and maintenance services to reduce the risk of human error and improve productivity

Spent 12 months self employed installing CCTV, Signage, IT and Electrical systems. Projects included• CCTV, Music system, Structured cabling and EPOS system installations for Subway - Eat Fresh via PXSpace.• Signage installations for Disney, Virgin, Store 21, Lesley Davies, Reel Cinema & Pets at Home - to name a few• Electrical installations (complete refits back to board) for Bakers Oven and Gregg's via Enterprise Electrical• Electrical installation on the BBC TV restoration project - Saracens Head - http://www.bbc.co.uk/birmingham/content/articles/2008/01/11/restoration_winner_feature.shtml

4 years managing the delivery of rollout projects from kick off through to closure.All projects required me to • Design, schedule and manage the rollout plan and ensure the project was delivered within the parameters of the budget. • Support the engineers both technically and operationally. • Regular reporting and feedback to the customer throughout the project. • Project closure analysis and delivery feedback.Projects included but not limited to• A C&P install and server upgrade rollout for a major high street food retailer with 700+ stores and 3500+ till lanes thought UK and NI. • Managing 12 engineers and 6 conversions per day, pre-trade Mon – Thur and ensuring completion before doors open.This project was very demanding due to the start times and the fine line between regression trigger and the risk of breaching store open - the slightest incident had potential to be high risk; however the project was successful with no sites breaching store open or being regressed.• An ADSL survey project for a major convenience and food retailer with 1800+ sites throughout the UK. • Managing up to 10 engineers surveying 6 sites per day each for ADSL suitability • Designing and writing the database solution to allow for collation of survey data real time and feeding into the customer to schedule the ADSL install• A hardware, software and WiFi upgrade project for a convenience retailer with 66 sites based in Plymouth • 8 engineers and 4 conversions per night commencing at 2200 Mon to Wed and each taking approx. 6 hours to complete • Modification of the furniture housing the EPOS systems with each counter being slightly different • Managing a mop up team to cover any snagging list the following morningThis project was very demanding due to the working hours involved with issues generally being highlighted in the early hours.• A server upgrade rollout for a major high street food retailer with 700+ stores and 3500+ till lanes thought UK and NI.

Joining the company in 1996 as a YTS electronics engineer and spending the first year working in the workshop repairing ICL system 25's and EPOS till systems. In 1997 moved into the EPOS hangaring and commissioning side of the business.1997-2000 was spent as a field installation engineer of EPOS hardware and Plasma TV's; with a stint spent as the department supervisor.2000-2003 holding more of a technical position, providing technical support services to the installation engineers across all contracts and working on special projects and rollouts.In late 2003, a restructure of the department moved me into a project engineer position where I was responsible for delivering the technical element of EPOS rollout projects. This would include the research and design of installation documentation and procedures, technical support for the project teams and training of installation staff.