Key in ensuring that the provided IT Services are delivered to the highest standards, exceeding customer expectations in terms of quality of service, delivered within committed SLA’s and all contractual obligations and stimulates and drives Service improvement , ensuring the IT services are effective and consistent globally. Leads IT Experience Management , ensuring that business and end user feedback is managed through an Experience Management Framework, via Measure, Share, Identify and Improve process steps to create improvement initiatives, drive IT strategy and create agreed XLA (experience level agreements) to drive continued focus, particularly through MSP's.

Management of a team of Service Delivery Managers within the Service Management portfolio delivering a range of IT managed services including desk top support, data centre services, IT Service Desk and contact centres, infrastructure and mobility services. Overall Business Relationship Management of client portfolio including management of SLAs, service interruptions and planned outages. Implementation of Service Improvement Plans across all accounts (CSIPs and Risk registers). Assist with new bid/Sales teams.

Reporting to the Managing Director, APJ (Asia, Pacific, Japan). Responsibility for the provision, consultancy and support of Non Standard Service Requests (NSSR out of scope Contract activity) providing IT managed services (consultancy, end-user support, infrastructure etc) for 40+ customer accounts across APJ – Account industry sectors included Oil & Gas, Telecoms, Financial Services, Supply Chain and Food & Beverage. Role included management of the procurement team for South East Asia during transition/transformation programme.Key Responsibilities and Achievements:• Leadership and management of the NSSR team (25+ reports). Managed and led on all aspects of bids from initial contact, scoping, bidding process and delivery. Ensuring the relevant resources and project teams are managed to achieve the required deliverables.• Leadership of the Procurement Team (7+ reports) assuring key processes and supplier/vendor relationships in place. Implementation of a vendor/partner engagement strategy, developing and leading a global governance model, and monitoring all vendor/partner activities while ensuring service delivery is effective and within defined service parameters.• Routine analysis of business case returns and client satisfaction surveys for the purpose of monitoring the financial impact and quality of partner/client relationships. Using the output to build continuous service improvement plans that focusses on mitigating risk and delivering high quality services.• Tenacious approach to problem solving with a proven track record of designing and delivering measurable improvements to service quality and operational efficiency. • Design of best shore strategy and teams. Design, implementation and management of an offshore team in India providing a centralized and efficient way to manage out of scope activity related to project/programme delivery and procurement operations.

Reported to the Head of Global Services Asia Pacific; managed the customer interface into BT, its partners and suppliers for Standard Chartered Bank (SCB) within the Global Business Financial Market Team, covering the EMEA, US and APAC regions.Key Responsibilities and Achievements:• Client Ambassador, proactively representing BT to the customer and the customer within BT to anticipate and analyse customer requirements into a Service Design for each IT service.• Working with SCB and BT Solution Architects, Product Owners, Business Analysts and Service Level Managers to define and implement the service requirements within quality, budget and time frames. Production of service designs and review processes to ensure the design meets budget and requirements.• Developed strategies to increase the effectiveness of BT-SCB Business Partnership and initiate new processes to ensure consistent provision of excellent services to SCB.• Led Transition Management activities, working with the release management team before and after go-live to ensure the planning, process and impacts are clear to stakeholders, and documented and managed to completion. This included management of upgrades and changes to critical global MPLS networks.• Acted as both the focal and escalation point for SCB for any operational issues, incidents, with responsibility for the consolidation of existing contracts under a new overarching Master Service Agreement for all services allowing for greater synergies and control and a more efficient and effective support model.

Reported to the Managing Director of Account Business Management EMEA: a global role based in the UK. Responsible for the build and implementation of standard business processes, change management, governance and procedures for Service Request Management (SRM) process, with focus on Non-Standard-Service Requests and account revenue.Key Responsibilities and Achievements:• Acted as the single point of contact for any issues or escalations in the SRM functional space. Managed roles in the UK including a front end gate keeping role for new request, supporting the proposal writers and coordinating/prioritising their workload and managing and supporting the internal approval process for requests with the Governance/Approval Manager for a large Oil and Gas account.• Responsible for re-building customer relationships which had been damaged. Led reviews with customers including face to face and using conference calls more effectively. • Strategic account planning to improve business relationship.

.Account Delivery Manager and Knowledge Management Controller in Image & Printer Group Service Delivery UK & I for customer accounts with manage print services. Key Responsibilities and Achievements: • End-to-End responsibility for all service levels to be delivered to customer.• Successful handover from Project Manager for Managed Print Solution deals.• Project management of all new change orders (including Deployment activities).• Single point of contact for customer and managed account reviews.• Professional, pro-active escalation management.• Ensure accurate forecasting of costs against budget (resources and supplies).• Coordination of all relevant resources (internal/external partners).• Drive process & tool improvements to increase efficiency..• Ensuring renewal of account/contracts (working closely with aligned Sales Manager).• Document and maintain the customer Account Support Plan.• Ownership of improvement activities.• Manage the Knowledge Management (KM) share point site for the UK&I business.

Member of the Senior Management Team for the HP BT Alliance. Change/Demand Manager, responsible for designing the process model to cover out of scope service requests, contractual changes and daily operational changes within the Mid-Range and end-user desk top environments. Ownership of the overall process model with daily focus on the Service Change Request space, today known as NSSR (Non Standard Service Requests).Collaboration and good communication with customer was critical, making them involved and guiding them through to an agreement on the process through good client relationship management. Responsible for designing and implementing the processes into the HP BT Alliance teams, providing training and overall embedding the processes into the day to day running of the Alliance teams.Key Responsibilities and Achievements:• Responsible for designing and implementing a change/demand management process and structure for the HP BT Alliance.• Demand Management process model and strategy designed and developed to capture Service Change Requests (out of scope activity), Contractual Changes and Operational Changes (in scope/daily changes).• Transition management of new service process.• Creation of a Service Request Management process with no budget. No tools available thus manual process designed from scratch.• Chairing of Change Advisory Boards, CAB.• Documentation writing, process design around Service Request Management and Non Standard Service Requests.• Revenue generating process bringing in over $3m in project related NSSR activity by year 2 of operation.• Management of a virtual Change Management team. Responsible for hiring and management of resources to manage the gate keeping of new processes.• Chairing of Customer Review Boards, CRB.• Introduction of Service Improvement Plans in alliance with the customer.

Apr 2003 – Aug 2004 Project Controller and Process Owner HP TSSNov 2002 – Apr 2003 Process Manager HP Technical Support ServicesSep 2000 – Nov 2002 Business Relationship Manager HP GBITJun 2000 – Sep 2000 Process Lead HP GBITJun 1998 – Jun 2000 Application Support Team Lead HP GBITApr 1996 – Jun 1998 Application Support Engineer HP SSEJun 1993 – Apr 1996 Team Leader HP COGApr 1989 – Jun 1993 Network Controller/Operator HP Customer OperationsJun 1985 – Apr 1989 Computer Operator Retail Audits, Newport, Gwent, UK