Simon Leary Email & Phone Number

United Kingdom

Barlborough

• Ownership of the systems roadmap for enterprise working with the field teams to identify and deliver tactical and strategic change in alignment with the Enterprise strategy. Responsible for delivery of new saas.
• Defining the vision of field systems, identifying and quantifying key pain points today to drive strategic and tactical projects in alignment with the Enterprise strategy.
• Ownership of the introduction of a SaaS product into field to replace current legacy systems creating the vision, breaking down into consumable stories and delivering through agile methodologies whilst managing current.
• Owning the budget and working with external consultants to drive success of the project.
• Owning PoC projects for field to identify and drive a pipeline of improvements into Field services including predictive analytics, virtual reality training, engineer tracking and engineer community forum amongst others.
• Responsible for any change to current legacy stack ensuring consistency of service and field are ready for change.

Sheffield, South Yorkshire, United Kingdom

• Ownership of the channel strategy and responsible for the creation of the first plusnet trasformation team aligned to the service journeys of the customer lifecycle. Responsible for developing driving cases for plusnet.
• Responsible for driving transformational projects to support plusnets growth strategy, underpinned by insights and trend analysis that inform and are consistent with the business strategy.
• Understanding the maturity of technology and responsible for taking concepts to market, developing and managing cases to support
• Built a team to deliver ensuring we have a mix of internal experience and external expertise to get the right mix of skills to drive the biggest change to plusnet systems and ways of working.
• Defining on the target operating model and capability maturity to ensure plusnets people
• Embedding the customer and advisor journeys into the delivery lifecycle to ensure we are aligned to driving the best improvements for our customers and employees.

Sheffield, South Yorkshire, United Kingdom

• Ownership of the provisioning improvement roadmap. Responsible for driving a customer first strategy and identifying and delivering transformational changes to support plusnet’s growth strategy whilst maintaining the.
• Responsible for the creation and definition of the E2E customer journeys Identifying changes in customer behaviours and making relevant to plusnet customer types to define to deliver the first plusnet channel strategy.
• Responsible for identifying, quantifying and defining strategic transformational projects to support plusnet’s growth strategy
• Responsible for taking concepts to market, developing multiple investment cases to support
• Developed designs to support wider business understanding of the deliverables of the project, ensuring engagement and stakeholder buy-in
• Responsible for managing Leadership Team expectations, return on investment and overall progress

• Ownership of the provide journey and Responsible for the effective design, delivery and benefit realisation of multiple concurrent strategic and tactical improvements. maintaining a customer first approach to all.
• Designed and maintained KPI suite (using MySQL, Supplier MIS) for Phone and Broadband provision to ensure decisions were driven by data.
• Identified and managed suppliers to improve the end to end supply chain setting up and chairing the first supplier performance meetings
• Worked with cross lines of business to delivery regulatory projects on time with limited resources
• Delivered multiple cost efficiency and customer experience improvement initiatives saving the business whilst ensuring the best customer experience reducing time to activate of plusnet products by 6.7 days and.
• Created robust product requirements and managed a software delivery team to introduce capability to automate the provision of customer orders

Sheffield, United Kingdom

Assiting in various larger improvement programmes through extensive data analysis whilst delivering small change accross the business. Learning and implementing Lean Six Sigma methodologies amoongst other tool sets to ensure the success and sustainability of any changes.

Plan and manage quality improvement both operationally and strategically.Assist with the implementation of ongoing end to end process improvement.Manage operational supplier relationship.Operational management cover.

Responsible for the creation and management of a new operational team into the support centre.Managing up to 30 technical analysts.3rd party supplier management to ensure service levels are met.Creation and development of processes to improve customer service and adapt to a changing market.Assisting with the integration of an offshore support centre.

Management of 18 technical analysts.

Assisting both residential and business customers with a wide range of enquiries regarding their Plusnet accounts and supporting/training others.Administrating customer account details using a range of IT systems and providing key technical support from setting up their in house networks to domain management. The role required uing online communication.

Bachelor Of Applied Science (Basc), Business Information Systems

Education record