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

• 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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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. *.

• 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.
• 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.

• 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.