A dynamic, highly energised and interactive senior manager with a successful record within the software and hardware IT industry. I have held senior positions, managing up to 65 staff, in Services, Product and Business Management. I am a strong communicator with excellent presentation, financial and analytical skills and believe in returning real value-add to all business stakeholders.

My pursuit of commercial experience built on a technical base has ensured that my core competency of Customer Services leading to Business Development; has been successfully complemented with P&L management. This experience supports my career strategy of achieving roles with increasing level of responsibility for Services; Business Development and General Management within current and future employers.

Specialties:

People Management; Customer Services; Professional Services; Sales Operations; Partner Management; Hardware and Software Technology Management 

Goals

My personal aim is to be at the level of CIO, or equivalent within a two year timeframe.

• [snip]  October 1998 to pres

I am about to take up the position of Lead Service Delivery Manager on the MBDA account. This is a global account valued at £40M per annum. I will have full P&L control over this account, I will be responsible for business development and project lifecycle development in addition to all of the standard KPI and SLA reporting metrics. The client has offices in the UK France & USA, therefore there will be an element of travel.

Prior to this I was the Data Lifecycle Manager and the Business Applications Manager for [snip], where I ensured that the end to end service within my areas of responsibility was delivered within the ITIL framework. The applications were mainly Oracle or Wintel in nature. I was responsible for in excess of 300 servers the supporting infrastructure and a suite of 30 critical applications. I was also in the process of transitioning 65 staff into [snip] from this outsource contract. Prior to this I was a Program Manager on the [snip] UK ITIL transition program. My previous roles are detailed below.

I was the Global Lead in the High Performance Computing (High Performance Computing) Division of [snip], a Global outsourcing company with revenue of $11.3 billion, having started as Service Delivery Manager for the HPC’97 programme I have progressed and developed my role until I now hold the above position.  

• Positions held during career at [snip] to date;
• Service Delivery Manager, Business Analyst ( Six Sigma practical experience)
• Deputy Director To Global Director of Supercomputing Services
• Global Lead of Supercomputing
• Program Manager for Northern Region ITIL transformation
• Data Lifecycle Manager & Business Applications Manager for [snip]
• Business Development Manager
• Managed a diverse team of up to 65 people across multiple architectures and multiple sectors delivering quality of service surpassing SLA levels for over 6 years.
• Mentored staff to increase skills and improve efficiency resulting in a 10% cost reduction over an 18 month period
• Coached team members in presentation skills and customer care, improving quality of service over the 7 years I was lead as demonstrated by a consistent level of DCM achievement
• Project Management of the transition of client’s applications suite between platforms. Over a 6 month period around 200 applications were transitioned 2 months ahead of plan
• Over the course of the Six year project delivering a managed service to the UK Research Councils; achieved a high level of Service resulting in an 18 month extension valued at £ 18M in additional revenue.
• Held a $12M budget for 5 years running at 40% DCM
• Business development activity resulted in opportunity with an Aero Manufacturer valued at £1.5M.
• Client facing meeting with BAE over my three years involvement, with regular capacity planning meetings generated new requirements which resulted in new equipment purchases of £2.7M.
• Methodical application of Six Sigma techniques over a three month period led to the resolution of a major software issue with a supplier. This resulted in reduced downtime and savings of £28,000.
• Worked as a Program Manager on the [snip] northern region ITIL transformation program. This was to bring [snip] Service Management functions into line with ITIL best practice.

• Dec. 1985 - Aug. 1986
• [snip]. UK Service Engineer
• Electronic baggage scales and EPOS systems provision
• The identification of sales leads and reporting them to the sales team resulting in £250000 in additional sales
• Formed strong client relationships through high quality service provision, and the provision of client training as an additional service (revenue generating) during my tenure

• Sept. 1986 - June 1988
• [snip] UK Customer Support Engineer (Senior) – UK support engineer for retail systems
• Mentored new staff in customer care and held training courses in the retail systems used in our sector
• Electronic Point of Sale systems provision to UK client base
• Built relationships with clients at store management level through the provision of high quality sevice and advice on good practice regarding equipment operation
• Assisted in the transition program which saw [snip] achieve BS5750 quality standard

• July 1988 - Feb. 1990
• [snip] WTC an American Phototypesetting Company.
• European Technical Manager (Pre Sales Support to Sales Manager EMEA), Training Manager, and Business Analyst.
• Supported the European agents through the delivery of tailored training courses and technical support
• Pre press electronic page makeup systems based on Sun Microsystems hardware
• Worked on the requirements capture for several European clients prior to the solution being built in the US
• Provided Quality Assurance function to all new European installations

• March 1990 to April 1996
• [snip]
• Technical Services Manager (Pre Sales Support to Sales Manager) Business Analyst, Quality Manager
• Trained and supported junior engineers in new technology and customer care
• 3^rd party maintenance support provision across multiple technologies and multiple sectors
• Set up partnership frame work with brokerage company to reduce costs whilst parent company in administration. This enabled SSLA performance to be maintained during a difficult period
• Became Quality Manager to transition company to BS5750 standard

• April 1996 to January 1998
• [snip]

·         SERVICE MANAGER & CUSTOMER SERVICES MANAGER

• Mentored new personnel to build effective and efficient team
• Desktop publishing Apple clone systems manufacture & distribution of high end scanners
• Supported sales engineer on client visits to increase maintenance sales volumes
• Implemented customer care process
• Implemented Quality control process on manufacturing system

• Feb 1998 to October 1998
• [snip]
• PRE & POST SALES CONSULTANT, Trouble shooter.
• Ran customer care training for junior members of staff
• Worked on the integration of UNIX servers within an Apple desktop publishing environment
• Trained customers on basic system operation
• Supported sales consultants on field visits
• Worked on proposals and solution design
• Carried out Quality Assurance reviews on new installs

·       Finance for non-financial managers

·       Budgeting using excel

·       Business Operations Management (Account Management)

·       A course on ‘C’ shell programming.

·       A working knowledge of UNIX

·       Office ’97 & Office 2000 for the production of Management Reports

Currently working towards Six Sigma Black Belt accreditation

SC clearance currently held until October 2008. 

I enjoy cooking, watching rugby now my playing days are over. I also play golf time permitting