OVERVIEW:

An experienced & innovative Senior Services Manager & Services Business Consultant, with a proven track record of success within a variety of business sectors internationally.

Strong leadership skills, commercial and business management experience 

Key areas of expertise include: 

P & L Responsibility                                                 Relationship Management

Service Delivery                                                       Sales Support organisations

Services Consultant                                                            Achieving Financial targets

Services Account development                             ITIL

Strong communication skills and ability to work with customers, sales teams, partners and senior management colleagues

Experience of developing Services strategies, delivering profit growth, ITIL, training design & delivery, problem management, utilisation of appropriate technology to support business objectives, relationship building with staff, suppliers and customers, strategic planning, marketing initiatives, product launch plans, & profitability initiatives. 

CAREER HISTORY:

Jan 2005 to July 2005 : SENIOR TECHNICAL ACCOUNT MANAGER

[snip] 

·        Manage the relationship with Key customer accounts

·        [snip]

·        Services business development along with contract management

·        Establishing the Mercury solution as a centre of Excellence

·        Ensuring successful deployment of the products

·        Customer relationship management

·        Creating and managing Services plans for accounts 

Jan 2004 to Dec 2004: Independent Services Consultant 

Responsible for various short term contact positions for a variety of companies 

·        [snip]: Managed the Outsourcers delivering services to the business

·        [snip]: Support Account Manager: Managing the Support relationship between clients and service operations. 

2000 to Dec 2003: INTERNATIONAL SENIOR SERVICES MANAGER

[snip] 

·        Grew the revenue from £0 to £1.8m in 12 months

·        Appointed to become established as the ‘Trusted Advisor’ to key storage clients

·        Managed lead and coached Global team of Technical Services Managers/ Consultants/ and Senior Engineers

·        Supported account teams with effective solutions and services proposals

·        Developed and grew a complete customer service oriented organisation

·        Managed the service delivery and relationship with partners engaged by [snip]

·        Challenged to deliver service offerings which exceeded customer needs & expectations

·        Redefined all aspects of service model, the profiles, team deliverables, targets & goals

·        Identified areas for improvement from customer feedback & defined remedial action

·        Established key indicators for customer satisfaction & proactively lead improvement

·        Successfully achieved & exceeded sales targets & exploited full potential of accounts

·        P &L responsibility focussing on new business and effective renewals

·        Provided key input into organisational strategy & worldwide offerings to ensure growth 

1997 to 2000: [snip], Worldwide

[snip]

·        Responsible for management of 3 premier partners: [snip]

·        Targeted to deliver leveraged incremental revenue and to develop accredited partners.

·        Became trusted advisor for clients, gaining detailed understanding of requirements

·        Initiated renewal of contracts & new business opportunities, increasing revenue

·        Managed partner relationships on a worldwide platform alongside sales executives 

Previous Position: EMEA Customer Services Account Manager, Southern Europe 

1997: EUROPEAN PROFESSIONAL SERVICES MANAGER

[snip]

·        Responsible for leadership & direction of an effective Professional Services Team

·        Developed & set targets to utilisation, revenue & profit & coached team for delivery

·        Managed warranty & Service Delivery to European Geography meeting internal goals

·        Key player for the positioning of NeTpower as an NT systems partner of choice

·        Project Managed the set-up & then managed centralised European Support Team 

EARLY CAREER:

·        1994 to 1997: Customer Services Account Manager – [snip]

·        1990 to 1994: UK Central Operations Manager – [snip]

·        1988 to 1990: European Programme Support Manager – [snip]

·        1985 to 1988: Customer Services Account Manager - [snip]

PROFESSIONAL SKILLS SUMMARY:

·        Effective communication & presentation skills

·        Leadership & motivation techniques

·        Communication & Presentation skills

·        Process Design, Re-design and Change Management

·        Strategic Planning, Business Planning & Budgetary Control

·        Performance & Development Management

·        Commercial Management, Senior Negotiation Skills

·        Problem Identification & Solution Design

·        Client Engagement & Relationship Management

·        ITIL problem Management 

EDUCATION, TRAINING & QUALIFICATIONS:

 ·          Various Management & Executive Development Courses, with the British Management Association

·          City & Guilds: Radio & TV Electronics

·          Diploma: Computer Engineering (TOPS)

·          Grammar School Education to ‘A’ level