Paul Taylor Email & Phone Number

Essex, England, United Kingdom

• Account management of several major customers and accountable for the end-to-end service being delivered; including leading workshops and other enablement activities to help customers formulate business cases and strategic roadmaps for IAM service evolution. Focus being building and maintaining strong, long-lasting customer relationships.• Manage stakeholder’s (up to C level) expectations of service stability and quality; facilitating regular account governance reviews, focusing on overall service levels, and providing value add.• Act as a progressive leader by sharing information and driving conversation with prospective customers/ partners to advise customers on IAM transformation.• Owning and running complex Bids and RFPs.• Advise on approaches to address specific challenges and the priorities for action.• Develop and execute strategic plan to achieve sales targets and expand our customer base.• Work with other members of Intragen’s international Professional Services team to find best in class solutions.• Have an in depth understanding of Intragen value-add services and solutions and actively help customers gain the best return on investment from their projects.• Guide, mentor, and line manage more junior members of the sales team.• Build strong mutually beneficial relationships with vendors and technology partners.

Canary Wharf, London

• Managing the complete bid process from qualification (bid go / no go) through to bid submission and post reviews; management of virtual bid teams and inputs from a variety of stakeholders, typically involving contributions from sales, marketing, product teams, finance, commercial, and operations.• Governance and custodianship of the Win Strategy Review (WSR) and Monthly Loss Review processes.• Ensuring timely delivery of compliant and commercially sound bids, including risk tracking and management throughout the bid process. Arranging post-bid reviews with customers, post contract award.• Contributing to the written proposal - both in terms of content and presentation (such as preparation of a management summary). Understanding and resolving complex technical, strategic and business issues.• Exceeded KPI for RFP Win Ratio, by hitting 37.5% (6 out of 16 RFP), target was 20%.• Successful deployment and management of ITC’s bid management platform Loopio.

London, United Kingdom

• Service ownership for several top clients (Schroders, CLS, Vanquis & Brooks Macdonald) and accountable for the end to end Service performance being delivered; including management of all related service operational processes Inc. Changes, Major Incidents, Incidents, Request Fulfillment, Problems, CSI and Service Transition.• Manage stakeholder’s (up to C level) expectations of service stability and quality; facilitating regular service level reviews, focusing on overall service performance levels and providing value add.• Maintaining and increasing customer satisfaction levels through the application of a continual service improvement approach; successfully achieved by developing improved monthly reporting packs and introduced monthly scoring by the client against key service deliverables.• Deputise for the Head of Service Management and Change/Problem Manager.• Providing Operational Service support to ITC in the delivery of its core services (Managed Security & Network Services).• Making recommendations on Service Functions where it is felt improvements can be made and being instrumental in delivering these. • Reviewing current ISO 20000-1 aligned processes and procedures and where appropriate providing a plan of update, amendment or creation, as required.

Home Based Worker, Travelled As Required.

• Overall Service Ownership as Delivery Project Executive for the UKI Hub of the ISM (Maximo) European Organisation (Inc. people management and financial ownership).• Achieved year on year Service Availability targets for the organisation which provided its ITSM application via several shared ISM (SCCD/ICD) instances supporting 500+ internal and commercial accounts across the UK, Ireland, CEEMEA, Nordics and the Benelux countries.• Was accountable for the following responsibilities required to deliver the ITSM service/application:Task Management of UKI and PL ISM teams (including overall Compliance ownership) – Service Management (IPC, SLA etc…), Software Licence management - SW Currency and Lifecycle Management - Solution reviews & On boarding new services - RFS approvals and prioritisation – Service Activation/Deactivation processes - Interlock with the commercial account and sales organisation – Supplier management – Management of account costs and associated cost recovery.• The role was part of a wider European team delivering the service across multiple geographies with task direction and input taken from the European Delivery Project Executive.• Direct people management responsibilities for the UKi SMT Team, consisting of 10+ members involved in providing ITSM services to our clients.

Reckitt Benckiser, Kpg, Wirral Health And Security Capital Assurance

• Managed day to day service related issues; Major Incidents, Incidents, Problems and Changes etc.• Developed, implemented and managed the RB accounts Change Management processes.• Managed the Customer relationship/satisfaction and our continual service improvement plans.• Developed and implemented Service Reporting processes – internally and with the customer.• Provided monitoring and management of the service provided against the agreed SLA’s and completed action plans to bring the service back into line.• Attended & managed regular service reviews with the Customer to review overall Service and information contained in Monthly SLR and conduct service reviews with IBM Delivery teams.• Ensured compliance of IBM Service Delivery team and contracting staff with confidentiality; compliance and appropriate professional conduct standards.• Managed the internal Management Information System e.g. ISM (Maximo), CHIP, CWP etc.

Cnh Account, Basildon, Essex.

• Responsible for the Internal IBM Administration and Processes associated with a Client Facing Account, including QEV/CBN, FICS/CEP Audits, SESDR, Health Checks & GSD331.• Deputise for the Service Delivery Manager and UK Project Manager for INS Project, Global project including AD Migration, Mail Migration and File & Print Migration.• Responsible for meeting the clients SLA's and KPI's and providing leadership and direction to the team with regards the BAU work (Helpdesk & IMAC’s).

Basildon, Essex.

• Ultimately responsible for resolving all operational issues and delivering a very high standard of service to 4 different clients, all with varying traits.• Propose solutions & improvements to Client Senior Management, creating additional service contracts and SLA’s where required.• Established operational policies and procedures in order to cater for varied scenarios and critical deadlines.• Day to day management of 3 different teams including; setting targets and objectives, mentoring, managing the daily rota, timesheet’s, expense’s, training and holiday requests.

Basildon, Essex.

Basildon, Essex

Witham, Essex.

Blackburn, United Kingdom

Bachelor Of Science (Bsc), Information Technology

Industrial Information Technology

2 'A' Levels

Computer Science and Geography

8 Gcse'S