Through excellent client engagement skills to help develop a strong relationship focusing on the Customers, Service, SLAs, Risk Management, and process with reference to ITIL principles, ensuring the success of the service provided and customer retention for their portfolio of accounts.• Ensure that the service delivered successfully matches the objectives of the contract. • Report to both the customer and internally through the established service review process identifying success, areas for improvement and areas of risk.Communication • Act as the senior point of escalation regarding service issues that affect the smooth operation of the relationship.Customer Engagement• Establish clear and professional relationships with the customer's key stakeholders. • Whilst acting as the voice of the customer, seek mutually acceptable resolution for issues raised.• In the event of Major Incidents or Major Service Outages support the MIM / MSO teams Reporting and administration• Deliver agreed reporting pack to customers and track delivery of agreed services against baseline SLAs and contractual requirements.Relationship Management• Managing customer budget is critical, regular analysis and continual review of work types whilst understanding the impact of work that is perhaps out of scope, all components that are critical to achieving monthly budgets.Service Delivery Management• You will be available to take general and account management queries for your customers, you will need to take full responsibility and ensure key stakeholders are kept updated where required, following up with Account Management where their action is required.• Proactive and professional management of customer change programs and support all change and process improvement projects and initiatives that may affect the account.Audit and Compliance • Work with internal teams such as Incident, Problem, Change, Capacity and Risk Management in the delivery of the service.

Partnering with professionals to rediscover their purpose. Wanting people who are looking to make themselves better today than they were yesterday. I am an experienced IT professional that is looking to help others via coaching and asking those questions that make you think. Helping people overcome their challenges.

Oversees all new Microsoft Dynamics Business Central (BC)/Bevica implementations for TVision and ensures they are delivered within the methodology framework. Manage a team of 12 (consultants and project managers). Looks to improve the delivery mechanisms for projects to ensure they are delivered as effectively/efficiently as possible.• Ensures that clients are billed, and time tracked on the agreed basis and flag when commercial issues arise.• Ensures quality/regularity/punctuality of delivery of all “management products” – data, reports etc. to TVision management and team.• Works with all departments to ensure focus on the pipeline to enable delivery of growth/sustainable profitability vs targets.• Takes a proactive approach in identifying areas within TVision that would benefit from improvement or realignment to achieve better Operational delivery and customer engagement.• Implement Customer Service Reviews to SaaS customers and monthly reviews with Key clients.• Coaching of staff via 1-2-1 and reviews.

Oversees all new Microsoft Dynamics Business Central (BC)/Bevica implementations for TVision and ensures they are delivered within the methodology framework. Manage a team of 12 (consultants and project managers). Looks to improve the delivery mechanisms for projects to ensure they are delivered as effectively/efficiently as possible.• Ensures that clients are billed, and time tracked on the agreed basis and flag when commercial issues arise.• Ensures quality/regularity/punctuality of delivery of all “management products” – data, reports etc. to TVision management and team.• Works with all departments to ensure focus on the pipeline to enable delivery of growth/sustainable profitability vs targets.• Takes a proactive approach in identifying areas within TVision that would benefit from improvement or realignment to achieve better Operational delivery and customer engagement.• Implement Customer Service Reviews to SaaS customers and monthly reviews with Key clients.• Coaching of staff via 1-2-1 and reviews.

Responsible for the lifecycle of the MI Ecosystem within Calyx,Relationships building within Calyx and external vendors.Understanding solution components, integrations, and design for MI. Transition projects and processes.Responsible and leadership for the reliability and lifecycle of the release software and associated products. First Point of Contact for released applications

To ensure a smooth Transition of Customers and/or Customer projects to Managed Services. These projects may be Transitioned from HSO Enterprise Solutions or the Project Services team of HSO Customer Services as either small projects or as transfers from other Microsoft Partners using the HSO ‘takeon’ process. Whilst not responsible commercially the Transition Manager will review Transition Customers Support Agreements, ensuring they provide cover for the solution and have been signed off prior to the Transition process being completed. To be an advocate for Transition, promoting awareness and understanding of the process. It is an exciting time to be at HSO with great growth in our Customer base allowing our talented & winning team the privilege of working with top UK & International brands.

Most small businesses have a requirement for an IT Director or IT Manager but aren’t large enough to warrant the cost of a full-time resource.The SG-CS solution resolves this predicament by offering contract services covering the following rolesIT DirectorIT ManagerConsultant serviceIndependent of any specific IT companies and with an extensive network, SG-CS works with multiple vendors and suppliers to best fill your needs.Strategies & PlansEvery customer is unique. That’s why we customise every one of our plans to fit your needs exactly. Whether it’s a small strategy or a comprehensive effort, we’ll sit down with you, listen to your requests and prepare a customised plan.

Responsible for ERP and Business applications across four UK sites. The role oversees the support, maintenance and ongoing improvements. This is a mixture of a strategic and a hands-on role that allows me to keep up with current issues and work with aligning the strategy of IT along with the business. • Working with multi sites, multiple demand and conflicting priorities for support, project and programme management • Manage and review vendor performance, project delivery and support contracts.• Contribute to the Group IT strategic development and budgetary processes and control of a £1m Budget.• Reducing the application landscape to use existing solutions rather than purchase new solutions.• Oversee and contribute to the continual improvement of various ERP and Business Solutions.• Support business process initiatives and continuous improvement for all business processes supported by ERP / IT technologies via process changes, system improvements and defined business cases via requirement documents.• Investigate business requirements and understand the business strategy to frame solutions and proposals that make sense to the Business and IT. • Weekly and monthly reports as required by Senior Stakeholders, CIO and users.• Preparation of budget, project timelines and application landscape.• Budget responsibility of £1m across 4 sites.• Management responsibility for 3 members of IT staff • Worked in delivering ERP’s into shared service centres in Spalding / Boston UK

Responsible for ERP and Business applications across four UK sites. The role oversees the support, maintenance and ongoing improvements. This is a mixture of a strategic and a hands-on role that allows me to keep up with current issues and work with aligning the strategy of IT along with the business. • Working with multi sites, multiple demand and conflicting priorities for support, project and programme management • Manage and review vendor performance, project delivery and support contracts.• Contribute to the Group IT strategic development and budgetary processes and control of a £1m Budget.• Reducing the application landscape to use existing solutions rather than purchase new solutions.• Oversee and contribute to the continual improvement of various ERP and Business Solutions.• Support business process initiatives and continuous improvement for all business processes supported by ERP / IT technologies via process changes, system improvements and defined business cases via requirement documents.• Investigate business requirements and understand the business strategy to frame solutions and proposals that make sense to the Business and IT. • Weekly and monthly reports as required by Senior Stakeholders, CIO and users.• Preparation of budget, project timelines and application landscape.• Budget responsibility of £1m across 4 sites.• Management responsibility for 3 members of IT staff • Worked in delivering ERP’s into shared service centres in Spalding / Boston UK

Responsible for ERP and Business applications across four UK sites. The role oversees the support, maintenance and ongoing improvements. This is a mixture of a strategic and a hands-on role that allows me to keep up with current issues and work with aligning the strategy of IT along with the business. • Working with multi sites, multiple demand and conflicting priorities for support, project and programme management • Manage and review vendor performance, project delivery and support contracts.• Contribute to the Group IT strategic development and budgetary processes and control of a £1m Budget.• Reducing the application landscape to use existing solutions rather than purchase new solutions.• Oversee and contribute to the continual improvement of various ERP and Business Solutions.• Support business process initiatives and continuous improvement for all business processes supported by ERP / IT technologies via process changes, system improvements and defined business cases via requirement documents.• Investigate business requirements and understand the business strategy to frame solutions and proposals that make sense to the Business and IT. • Weekly and monthly reports as required by Senior Stakeholders, CIO and users.• Preparation of budget, project timelines and application landscape.• Budget responsibility of £1m across 4 sites.• Management responsibility for 3 members of IT staff • Worked in delivering ERP’s into shared service centres in Spalding / Boston UK

Accountable for all Enterprise Applications installed within the Bodycote Network.Systems Include but not limited to:• AX• Concur• Hyperion• Jeeves• Jet• Nav• Workday• Bodycote Specific ApplicationsResponsible for a team of system managers and remote support team.Focusing on improving process, skills and communication to the business.Manage all ERP appropriate vendor relationshipsMaintain and manage all ERP licence information

Accountable for all Enterprise Applications installed within the Bodycote Network and manager of a team in two countries for the delivery of support to the application landscape.• Overall ownership and maintenance for the global ERP application and environmental designs.• Manage all appropriate vendor relationships and all licence information.• Management of all upgrade and release planning into BAU.• Work with various departments to develop the solution roadmaps.• Oversee and contribute to the continual improvement of the solutions under my remit. • Accountability for establishing SLA with the business and working with the relevant Group IT functions to ensure that these SLA’s and internal OLA’s are met for this system.• Support business process initiatives and continuous improvement into plants and shared service centres.• Regular assessments and audits are to be made regarding quality of ERP system process, information and adherence to data governance.• Built a team both offshore and near shore to 8 people, managed probations and training plans.• Scheduled and executed AX group DR test across UK and USA in line with contract requirements with hosting company.Prior to this role I was the ERP Systems Manager with a focus on delivery of the AX project.

eBECS, a DXC Technology Company, is an award-winning Microsoft Gold Partner delivering Total Microsoft Business Solutions and Managed Services globally that help customers digitally transform their businesses, cut complexity and cost, improve customer service and drive growth.• Delivery of various projects ranging from one day for onsite consultancy or development up to thirty days. • Crisis management for client issues.• Customer advocate within eBECS, liaison for issues that fall between support and account management• Validation of development quotes from the install base before they go to the clients.• Working with clients, account managers and staff to look at resource and demand management.• Overall responsibility for the delivery of training courses and the associated setup of the environments• Managed near shore and offshore resource. Initially the team was two people, built up to 15 people then re-organised the team to 13 people with two-line managers.• Created and managed service desk processes, implemented a new system

A leading UK Microsoft Gold ERP partner with Dynamics AX.• Sole responsibility for the delivery of AX support to 50 clients.• Responsible for the invoicing and project timesheet postings.• Planning development time.• Annual subscription for maintenance / support invoiced on time.• Full life cycle of post implementation deployments

Accounts Administrator and Network Administrator for the Navision system.