Greater Southampton Area
BUILDING, DEVELOPING AND IMPROVING OPERATIONS As an experienced Senior Operations leader I create strategies, teams and infrastructure to deliver a high degree of Customer value, Customer satisfaction and profitable growth. Significant areas of experience in building teams in Project Delivery, Support and Sales Service in a high technical industry. CUSTOMER AND OPERATIONAL EXCELLENCE Proven record of sustaining and improving customer satisfaction worldwide whilst exceeding both customer and business measured metrics through continuous improvement initiatives. Responsibility and accountability for services P&L combined with driving greater efficiencies, sales growth and improved operational margins. LEADERSHIP AND MANAGEMENT Leading a world class services team across Project Management, System Integration, PMO, Call Centre, Service Delivery Managers and FSE’s. Leadership success in the development of employee competence, employee engagement and talent acquisition internationally across Europe, Middle East and Asia Pacific. EXPERIENCE Proven success leading teams for the delivery, support and post delivery lifecycle management of complex products and solutions to international Customers. Building relationships and procuring 3rd party vender products and services as part of complex system solutions. Development of business infrastructure, governance and process to drive Customer and operational excellence. Excellent record of delivering services sales targets, with significant experience of selling global service agreements. COMPETENCIES Operational design and readiness, Leadership and Management, Employee competence development, Operational and Sales execution, Strategic planning and development, P&L responsibility, Global Service contract negotiation, 3rd party vender management.
Global Head of Commercial Sales (Services) for both Quantel and Snell.
Responsible for the Delivery, Support and Sales growth of all Media and Software Service Solutions within the EMEIA region, including Digital Compression, Content Acquisition, Content Management Solutions and Media Delivery to both Customer Devices and CDN Networks. • Working within the EMEIA Leadership Team • Leading the Delivery and Support teams, including, Project Management, Service Delivery Managers, PMO, 24/7 Call center and Technical Integration and Support Engineers • Responsible for over ~$30m+ in annual service revenue and sales • Managing sales services team and acting as the lead service contract negotiator across key and strategic accounts • Responsible for the full Services P&L within EMEIA • Developing a full Business Partner Services Accreditation initiative globally • Leading ‘Lean’ initiative programs with the objective to drive Operational Improvement and increased Customer Satisfaction • Responsible for key metrics (Customer, Employee and shareholder) • Competence development and Resource planning • ITIL implementation and maturity model development
Management and operation of over 40 personnel across Customer Management, Technical Engineering, 24/7 Call center, Commercial and Back Office roles to service over 500 Customers in the EMEIA region including, BSKYB, Sky Italia, ONO, Telenet, UPC, Virgin Media, France Telecom, Arqiva, Globecast, Kabel Deutschland, Belgacom, KPN, Etisalat. Other responsibilities: • Direct responsibility for the Customer Services revenue and Sales targets in EMEIA, including direct Customer contractual negotiations. • Developing new support models and strategy (operational and financial) • Customer KPI metric performance • Point of escalation for Customers and internal teams