Steve Ware Email & Phone Number

Reading, United Kingdom

• A total change in role from my background in customer service, but was requested to turn around a part of the business that had been suffering with high turn over, poor morale and declining business results.
• Responsible for directing the regions Licence Management Services: worked with customers, partners and sales / legal VPs to advise on best practice policies and compliance. As a result, developed strong understanding.
• Director / Head for the regional department (revenue target $150m+) leveraging local and remote staff; enhanced customer service levels to meet organisation requirements
• Full P&L management and responsibility
• Developed and supported all team members and their managers whom reported into me: mentored team members in the achievement of department and personal goals. Enabled my managers (direct reports) to grow and enhance.
• implemented new ITIL v3 standards in addition to process / project management methods to improve departmental performance by ensuring best practice across all licencing activity

• Protected $1bn support revenue from the region’s 3 countries, 8,500 customers
• Manager of delivery teams responsible for all ‘support’ related escalations and face-to-face communication
• Regional Executive working closely with the Oracle user groups, press, partners, customer executives and the board, assessing and delivering business-wide strategies
• Managed all the company’s support across UK, Ireland, South Africa & Israel to ensure effective local representation to key customers: included speaking at, and writing articles for, the user group, liaising closely.
• Developed and implemented a number of new strategies, including a new global root cause analysis and new industry-based services
• Built and developed new team handle calls and build previously non existant dashboards for customers and business, resulting in increase to renewals, customer satisfaction and upsell, whilst freeing time from.

• Lead Advanced Customer Service (ACS) / Professional Services delivery team, comprising 63 local and 50+ remote specialist technical consultants, all providing industry best onsite and remote support / assistance
• Managed P&L including revenue and utilization management, across low cost (incl. Prague, India, ZA and Spain) and high cost (incl. UK, US) countries: Liaised with sales teams to build opportunities for account.
• Ensured efficient project and program management for all customers, providing bespoke additional support: service was costed based on expert’s involvement to deliver appropriate service levels
• Developed premier customer experience by initiating a global operational review to ascertain availability and capability of expanding services ‘globally’ for certain customers / contracts and therefore offering a new.
• Recruited and developed a team of c.45engineers
• Implemented a global management team within the developing ACS service, and formulated its governance model, initiating contact to establish which country offered the service: produced a resultant global leaders forum.