London, England, United Kingdom
A Professional, entrepreneurial and experienced Senior Service Leader who understands how to set strategy, create plans, develop operational metrics and execute successfully as a part of a global, 24x7 Services organization Experience of working across Government, Education and Blue chip (E-commerce, Business to Business and Business to Customer) environments. My strengths are company leadership (Previous board member), strategic vision, Technology, Customer Support, Sales management and provision of full Client success programs. I have technical skills and understanding of IT systems design, metrics development, performance measurement and implementation, Operational delivery and strategic / risk management. ITIL V3 and Systems Security foundations. In 2000 I won a Software Support Professionals Association (SSPA) most improved IT support / data centre award and was awarded a “World Wide Star Award” for services to Business Objects, and a “million dollar” award for enhanced management improvements and was awarded a Presidents Core Value award for Leadership. Specialties: Team building and organisational construction. Service design, Service Level Agreements and strong ethos on successful client delivery. Extensive HR experience. BPSS and SC cleared
Managing large scale public sector service delivery.
Developing a Premium Service offering that falls in line with the Monster business strategy and supporting clients to enrich the relationship while delivering unrivalled customer service.
Directed the strategic development and growth of the EMEA International Sales and Operations function with full P&L responsibility. Ensured a continuous line of product growth within the installed base of clients by managing the daily Operation, meeting (and exceeding) all agreed and contracted service level agreements. Primary stakeholder with responsibility for delivering and reporting to individual clients and internal business teams, the daily operational performance and metrics analysis. Feeding back client specific change requests for program enhancement. Implementation of strategic initiatives to achieve business improvements Responsible for developing and maintaining new and existing client relationships whilst acting as the focal point for ensuring program cost maintenance and stability across Internal and External clients. Managed and developed a team of 5 Directors and 10 (EMEA regionally based) Operations Managers with a total staff in excess of 500 across the EMEA region. Developed and executed regional strategic business plans for enhanced operational functionality with a focus on cost management, delivery and measurement of Key Performance Indicators through a Balanced Scorecard and accurate timely reporting methodology. Managing 2 x International Contact Centres that delivered client satisfaction, exam scheduling and end to end care whilst providing technical assistance to the user base.
Managed 100+ technical and sales / customer focused staff across a European and Asia Pacific (APAC) customer service and support centre in order to deliver and exceed agreed levels of customer service whilst growing the maintenance revenue and developing new business opportunities across the world.