Steve Watts - Prince 2 / Project Manager Email & Phone Number

United Kingdom

Responsible for delivery of Customer Solution, Business Systems and Innovation initiatives.Key Areas and Achievements:• Ran high-value, complex global initiatives; implementing Managed Mobility solutions for enterprise global customers.• Managed portfolio of capabilities & solutions that enabled the Global Enterprise customer solutions roadmap.• Set up Programme Office function and then ran the end to end Programme Roadmap View as well as Exec monthly dashboard report for all developments, capabilities and solution project & programmes across Global Enterprise Delivery..

Middle East - Greenfield Start-up Telco - originally created as part of Qatar Foundation, then offered via IPO on Qatar Stock Exchange (as 'Vodafone Qatar Q.S.C.') - Responsible for IT portfolio programme, vendor plus technically focused account management across Sales & Care domain infrastructure, including BSS CRM, Retail, Web and Contact Centre Systems.Key Areas and Achievements:• Delivery of portfolio across my technology domain from the recovery of a major BSS (Oracle Stack - Seibel, BRM, ASAP, AIA Fusion Middleware) release that was heavily over tolerance, through Call Centre Platform upgrades (Avaya, Verint), commissioning of international submarine cable links; retail and web developments. Plus, the end-to-end technical ‘go to market’ delivery of Vodafone Qatar’s key 2010 new products and the launch of business customer contact services.• Developed vendors and customer relationships plus knowledge to become trusted subject matter expert and internal technical consultant / account manager into operating divisions on behalf of technology.

Experienced Customer Project Manager (ECPM) - Responsible for project, portfolio and customer relationship management to executive account level.Key Areas and Achievements:• Part of ECPM delivery team that developed customer accounts for Ericsson in RAN design, operation, evolution and shared Radio Access Network consolidation, (MORAN).• Leadership, portfolio, & project delivery across both RAN and IT tools & systems projects for MBNL (3UK / T-Mobile) MORAN consolidation managed by Ericsson managed service.

Options Technology Ltd (Private Financial Cloud & I.T. Managed Services for the financial, trading and hedge-fund industry) - Responsible for Programme Office Management, Programme level coordination + Project Manager responsibilities.Key Achievements:• Ensured controlled project management methodology approach across the multi phased programme to create a next generation high availability ‘Ultra High Density’ (up to 30kW / 125Amp per rack) DataCentre.• Managed programme controlled supplier approach and purchasing throughout multiple disciplined, multi supplier programme from physical building construction project; through to electrical, cooling, network provision and implementation of the latest ‘Hot Aisle Containment’ technology.• Coordinated project and work package delivery to programme level schedule / expectation and reported progress and deviations to senior management.

Responsible for Commercial Implementation of major developments within Consumer Operations division.Key Achievements:• Developed & reviewed strategies for (Cisco + MPLS based) corporate IT data network replacement & (Citrix MetaFrame based) corporate desktop refreshment – each impacting c8000 staff / c3500 of which, in key customer supporting rolls.• Managed Commercial Implementation rollout of new desktop equipment and corporate IT data network upgrade programmes involving UK wide upgrade of 8 core sites plus satellites, with required zero impact rollout to 1900 customer facing/call centre desk area’s.• Implemented three migration phases of new .NET based - Customer Management / Billing System.• Developed implementation strategy for, and managed the commercial implementation of, first phases of corporate network integration merger (post merger of ntl:Telewest) – affecting c12K combined company staff.

Responsible for Programme Management of key customer contact centre consolidation & development, following merger of ntl & C&W.Key Achievements:• Managed customer access service standardisation, system consolidation and final centralisation of key automated voice portal (CTI / IVR) infrastructure - c40K calls p/month automated, equivalent to c£1.6M saving per annum.• Managed upgrade and consolidation of Rockwell call centre automated call distribution switch technology at key sites across the UK. Followed by build of 3 strategic ‘super’ contact centres to support c1900 agents.• Programme Managed joint HP, Cisco, Marconi, Nortel, IBM plus ntl:business & network technical delivery utilising ‘Geotel Cisco ICM’ virtualisation technology to enable a single network contact workflow queue. * Replaced 13 call centres by 3 strategic ‘super’ contact centres thus enabling c2.5k headcount reduction, internal ntl becoming the pilot customer on new ‘Intelligent Contact Management’ product intended for resale by ntl:business; as well as customer service improvement and an overall £4m saving in ongoing OPEX costs.

Project & programme management of technical developments into operating divisions, coupled with secondary objective of providing internal experienced consultancy in the use of technology on behalf of central I.T.Key Achievements:• Reviewing & developing strategy for telephony interfaces into new customer management / billing system including Inventory Management and Computer Telephony Integration.• Project Management of system implementation and creation of ‘ring fenced’ contact centre set-up for new customer management / billing system pilot roll out.• Managed project to improve governance processes and procedures for IT work outsourced to IBM UK (strategic IT partner).

Project management of technical developments into the operating divisions, on behalf of central I.T.Key Achievements:• Upgrade & conversion of regional call centre technology including integration of previously deployed IVR to work with dedicated Aspect (ACD) switch, rather than functions provided by local main network switch.

Project Management of key Consumer Services division developments.Key Achievements:• Management of the merger of customer service Contact Standardisation & automation for newly re-branded ntl: Consumer front office, (post Cabletel / Comtel / Diamond, ComCast & CableLink mergers).• £4.9m technical delivery involving complex regionalised, multiple switch type computer telephony integrations (Nortel, Mitel etc) unifying customer contact experience across UK & Republic of Ireland.

Responsible for managing a range of projects in this period.Key Achievements:• Project Management of key element of new Customer Management / Billing System (part of large Customer Service improvement ‘SPICE’ programme to introduce Internet Explorer / JAVA based front-end GUI system).• Developed and documented strategy for future automated Cable & Telco Fault capture, assignment and measurement to match reporting requirements.• Inherited ‘S.P.I.C.E.’ from ‘PA consulting’- Managed controlled close of all internal & contract programme resource plus recourse action/projects post decision that goals no-longer fitted requirements into ntl: merged era.

Responsible for managing a range of projects to enhance Customer Operations with especial emphasis on telecoms licence regulatory requirements.Key Achievements:• Managed consolidation of Comtel / Telecential Merger management reporting system standardisation, for both KPI & OFTEL required Comparable Performance Indicators.• Managed development of fully automated ‘LORS Mediation Database System’ for 999 Directory interface to BT and the Emergency Services.• Developed Management Reporting strategy requirements for replacement Customer Management / billing system.

Responsible for managing the interface and relationship with Other Line Operators (i.e.: British Telecomm) in key areas of directory enquiries & 999 emergence services.Key Achievements:• Controlled day to day workload, interaction & relationship with B.T. etc• Managed implementation of the first semi automated 999 data transfer system between line operators.

Member of ‘Non-Dial In’ project team required to dramatically reduce faults in Least Cost Routing - Customer Premise Equipment, therefore increasing revenue.