Steve Rust Email & Phone Number

Spalding, United Kingdom

Stevenage, United Kingdom

­ • • Delivery of all Aeroflex Service & Support business in the EMEA region.• Deliver EMEA service contracts to agreed SLA’s.• Manage the EMEA Service Desk• Manage EMEA partners to ensure on time delivery of sub-contracted business.• Work with Business Development to drive new service contracts.• Act as a point of escalation for EMEA service and support issues and drive to resolution.• Build and maintain relationships with key customers and stakeholders.• Work with Quality to undertake failure analysis and report significant trends.• Drive the business to ensure 40% margin is made on revenue.• Work with Business Development Director to drive new service contracts.• Direct, manage and develop all direct reports ensuring agreed performance levels are achieved and maintained.• Produce the Service Roadmap. Present to senior management and ensure on time delivery. Produce and own service processes.• Act as a point of escalation for service and support issues and drive to resolution.• Formulate and administer department budget.• Formulate and administer departmental service pricing.• Build and maintain relationships with key customers and stakeholders.• Where applicable, work with Head of Quality to undertake failure analysis and report significant trends.• Develop and monitor administration of service contracts.• Ensure contracts are delivered as per established SLA agreements.• Report department performance to executive management monthly. Includes case resolution, ticket handling, turnaround time and returns metrics.• Drive a continuous improvement culture through the team.

• Deliver implementation services in the northern Europe region on time and to budget.• Matrix management of 50+ Project Managers, engineers and consultants delivering projects in line with strategic direction, ensuring that contracts are accurately and efficiently delivered within the financial targets.• Partner with sales to ensure maximise uptake of services.• Track revenue against target on a weekly basis ensuring any shortfalls are mitigated.• Develop and own the 3rd Party Supplier strategy.• Promote the “Upsell Mindset” ensuring commercial opportunities are realised.• Act as a Point of escalation for services issues and drive problem to resolution ensuring any SLA’s are met.• Accurate and detailed reporting on a monthly basis ensuring any mitigation plans are in place.• 10% year on year cost reduction target.Additional Projects• Total top to bottom review of department processes resulting in $200k savings.

Reporting to the Services Director. Managed a team of 100+ Consultants, Project Managers, Engineers and Line Managers. Key deliverables of the role:• Direct, manage and develop all direct reports in line with company and departmental objectives and ensuring agreed performance levels are achieved and maintained.• Own the delivery of all VoIP network services in the EMEA region.• Produce and maintain the Training and Development Plan for the department. Link development plan to strategy and NPI roadmap.• Direction of the department to deliver exemplary service to the customers both internal and external.• Own the definition and ongoing maintenance of the end to end process for VoIP Services delivery.• Act as a point of escalation for customer issues. Drive to resolution ensuring appropriate procedures are used.• Budget management of £12m plus.• Develop a 3rd party supplier strategy and ensure full utilisation of the remote Centre of Excellence teams.• Report and present the state of the business to Director of Services.• Drive operations reviews ensuring any problem trends are identified and rectified.• Ensure SLA / KPI targets are met.• Operate in a “Continuous Improvement” method with the aim to improve the efficiency and effectiveness of the department.• Ensure that an appropriate infrastructure and working environment is created to support staff.Special Projects• Developed VoIP Service Capability in line with Nortel strategic direction. Devised training "boot camp" to ensure all teams access identical training and perform to identical competencies. Enabled the company to sell the training on to 3rd party suppliers.• Key architect in creating and making ready for operations offsite “Centre of Excellence” in Turkey resulting in an annual departmental saving of $3.5 million.

Responsible for running a team of integration engineers implementing a service portfolio and gaining project acceptance. The major responsibilities of this role were:• Delivery of Integration Services.• Manage the recruitment, performance, training and development of team members to ensure current and future requirements for resourcing projects with people with the relevant expertise is maintained.• Work with the relevant programmes to ensure that team members with the appropriate skills are allocated to projects. If required, work with Programme Directors to resolve resourcing conflicts.• Manage the Integration Team structure, selecting and appointing Project Primes and Team Leaders. Lead and motivate the Integration Team, creating a culture of delivery for the team members.• Support / identify business development opportunities for the relevant service/s.• Act as part of the Management Team for the Operations Group, being responsible for escalating issues and risks to this team.• Manage the Integration Development Plan.• Management of 3rd party suppliers.Additional Projects• Business Improvement: Deployed integration tool across Europe enabling $500k cost savings.

• Delivery of software upgrades and new product validation for customers’ networks in the UK and throughout Europe in accordance with project timescales.

• Integration and verification of customers’ networks.

The manager of a small team with responsibility for the day-to-day running and maintenance of the private voice and data network at Royal Air Force Cottesmore. My duties included scheduled maintenance and trouble shooting on the network.