Simon Williams Email & Phone Number

Reading, Reading, United Kingdom

Reading, England, United Kingdom

Service Delivery Manager, SC Cleared for a leading provider of biometrics solutions for airports, airlines and border control.Responsible for ensuring exceptional customer satisfaction and operational excellence under strict governance.

Newbury, England, United Kingdom

During the COVID-19 pandemic, I initiated facilitating and constructing the business's new e-commerce platform. My responsibilities included directing the inception and implementation of new products and pushing the strategic direction of the e-commerce marketplace. I am pleased to state that I effectively transformed the new platform into a profitable and valuable addition to the existing business. Embracing new challenges has enabled me to work outside my comfort zone and explore new ideas… Show more During the COVID-19 pandemic, I initiated facilitating and constructing the business's new e-commerce platform. My responsibilities included directing the inception and implementation of new products and pushing the strategic direction of the e-commerce marketplace. I am pleased to state that I effectively transformed the new platform into a profitable and valuable addition to the existing business. Embracing new challenges has enabled me to work outside my comfort zone and explore new ideas and responsibilities.• Website design and development • Market research & development• Overseeing the life cycle of new products• Defining the key features, specifications, and requirements• Performing profit analysis and forecasting• Creating project timelines and implementation schedules• Logistics – within difficult Brexit changes and challenges.• Managing internal and global outsourced teams. Show less

Newbury, England, United Kingdom

Hired to help align the business and enhance the customer's experience from kick-off to support, maintaining customer relations working closely with Head of Customer Services, CTO & DevOps Manager.• Introduced processes to align current business policies and systems which included: Support, helpdesk, customer engagement, collaboration, knowledge share, installation, release and deployment and processes.• Development of the support desk system to align the business with customer… Show more Hired to help align the business and enhance the customer's experience from kick-off to support, maintaining customer relations working closely with Head of Customer Services, CTO & DevOps Manager.• Introduced processes to align current business policies and systems which included: Support, helpdesk, customer engagement, collaboration, knowledge share, installation, release and deployment and processes.• Development of the support desk system to align the business with customer requirements which included: building a new team of on & off-site Support Engineers • Working closely with installations and DevOps teams to support the implementation of new procedures in accordance with SLA.• Managed product delivery, planned installations, bridged business departments to enhance internal relationships and defined processes that met customer expectations. Show less

Winnersh, Berkshire, United Kingdom

Reported to IT Operations Manager and hired to oversee IT service delivery for EMEA customers to ensure the smooth delivery of network and hosting services • Transformed the business systems and procedures to align with customers’ expectations, which included• scheduling process, incident and change management process, escalation process, installation process, ordering process

Reported to IT Director and hired to ensure the IT Service met client’s requirements• Upgraded IT systems to increase security and stability, future-proofed, improved response speeds, enhanced customer experience and disaster recovery options• Project managed VOIP telephone system upgrade to enhance customer experience and provide cost savings• Introduced ITIL processes into the business and established an ITIL-compliant Service Desk.• Expenditure reduction by reviewing the… Show more Reported to IT Director and hired to ensure the IT Service met client’s requirements• Upgraded IT systems to increase security and stability, future-proofed, improved response speeds, enhanced customer experience and disaster recovery options• Project managed VOIP telephone system upgrade to enhance customer experience and provide cost savings• Introduced ITIL processes into the business and established an ITIL-compliant Service Desk.• Expenditure reduction by reviewing the service portfolio & software vendors, allowing renegotiation and change.• Reduced internal software catalogue to ensure a more common use of software across the business.• Negotiated contracts with preferred hardware suppliers resulting in a 5% -15% cost reduction• Change of mobile phone providers and negotiation of new contracts resulting in cost reduction of 22% • Continual Service Improvements, KPI and customer satisfaction to ensure the highest daily operation levels.• Project Delivery of 5 office relocations relating to IT systems.• Project managed WAN and LAN upgrade project which included changing suppliers, resulting in added outsourced management support, improved performance, reliability, and cost reduction of 15%. Show less

Newbury

In charge of ensuring that all aspects of IT were fully functioning, 24 hours a day 7 days a week, for both hotels within the collection and the golf club.Heading up the data line installation project that was used across all 3 sites, along with the mobile and photocopier refresh projects.

Newbury

Providing first, second and third line support.Monitoring of client networks to ensure the appropiate level of escalation was provided to remain in line with the SLA that had been set.