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 of legal contracts and licence agreements, previously unknown. • 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 their team manager skills, supporting and empowering them where beneficial. • implemented new ITIL v3 standards in addition to process / project management methods to improve departmental performance by ensuring best practice across all licencing activity• Instigated standard project management processes for all engagements to ensure productive, predictable and compliant life-cycle• Aligned the department with the 5 technology and applications VPs, each managing c.50-strong sales teams and all customers, maximising development opportunities: used the license management process which covered all products and all customers to personally and through the team further business growth• Developed excellent working understanding and knowledge across legal and licensing contracts and regulations (ISO 19770 & ITAM) as well as all technical matters, notably audit and software asset management • Accountable for presenting Oracle’s strategy and approach to license compliance and ISO19770 at events, engaging with 3rd party leaders in this field

• 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 with company press office and the customer in case of major outages or issues • 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 specialist analysts. • Managed P&L (to ops profit) and controlled locally-based teams as required; retaining control over ACS team for exceptional circumstances, to be deployed to customer sites if required• Implemented a new delivery model for tier 3 and 4 (mid-tier) customers providing a single point of contact for the client’s where previously none existed• Assisted all sales leaders and VPs by ensuring successful customer implementation and management enabling potential follow-on sales (to potential $millions) • As sponsor, acted as the single point of contact for Oracle, liaising with customer to ensure they met ROI and maximised their investment: managed all client questions / queries / issues across 8 accounts, owning these to completion

• 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 development by developing tailored-to-client services, providing onsite expertise based around the customer’s industry, project and/or product deployment, notably in the telecoms and finance sectors • 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 service to those customers looking for consistency throughout their organisation• 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 to meet and share ideas, experiences and material• Ensured all sales and development strategies were aligned and understood business-wide• Collaborated with global product management and development VPs to secure appropriate training in order to keep delivery teams up-to-date with technology