David Wilson

Managing the current and future needs and wants of ISG around all aspects of IT procurement. This includes all elements of IT hardware, software and licenses; from one off purchases to reoccurring requirements; which cover daily operational needs to one off project specifications.

Involved in managing the life cycle of all IT licenses and hardware to ensure purchases arrive on time, in the right place and condition at a price point to allow the business to win business.

Key Roles:
- Purchase all IT requests raised by the business
- Handle license renewals
- Asset management- hardware and software
- Vendor Management
- Cost and price reductions
- Manage the entire supply chain from request to fulfillment

Key Achievements:
- Improving the company opinion of the IT Procurement Team
- Developing several key IT policies and procedures
- Renewing all major software and hardware renewals
- Reducing IT cost per unit on company laptops (main purchased item)
- Reduce ticket backlog
- Ensured asset management was done accurately

Responsible for on-boarding the company's biggest client to date- a major UK retailer. Involved in recruiting, training and managing the day to day Customer Service team of fifty. Managed the team and the six Supervisors on a daily basis. Heavily involved with the recruitment drive based on the plans I developed for the festive period ramp up. Dealt with the client on a daily basis including weekly strategic meetings.

Key Roles:
- Project Manage pre and post go live
- Recruit and on-board customer service agents
- Manage the clients expectations
- Handle escalations
- Troubleshoot post go live teething issues and problems

Key Achievements:
- On-boarding the resources needed to achieve the clients daily targets
- Trained up the customer service team to surpass the clients KPI's under budget
- Built up a strong client relationship by going the extra mile

Responsible for managing the OIC service desk and any major incidents affecting users across the 20 business sites operated by the UAEs top Insurance company. Produce weekly reports on KPI and SLA performance to senior management team. Deal with directly assigned tasks or projects from the COO and CIO on a frequent basis. Assisting with the role out of Lean principles across the IT department to reduce cots, improve performance and efficiency of processes, teams and systems of work. Deal with user issues 24 hours a day over 365 days a year. Responding to major incidents outside of core business hours to minimise the impact on the business.

Key Roles:
- Deal with all IT inbound phone calls
- Provide level 1 and 2 IT support, onsite and remotely, 247, 365
- Deal with IT escalations
- Relationship Management
- Incident Management
- Vendor Management
- Asset Management
- Joiner, Leaver, Mover Process Management

Key Achievements:
- Launched a new ticket management system to handle 33000+ tickets a year.
- Migrated users to Outlook 2013 across the business.
- Implemented a new system to reduce missed/ abandoned calls to the IT Service Desk
- Embedded successful Incident Management Process
- Introduced secure print technology to the business.,
- Implementing cost and resource saving with Procurement on Toners, IT Hardware, IT Servicing and Maintenance contracts and Printers
- Reduced Service Desk ticket backlog by 700%; and maintained levels for the last 3 months.
- Improved Supplier Relations and Performance with several core IT vendors

Successfully launched the first retail store for a new project called Pineapple Technology LLC. Involved in the creation, development and roll out of the first of one hundred sites in an ambitious business project. Liaised extensively with multiple contractors, suppliers and retailers simultaneously to ensure successful first site launch; whilst establishing the foundations for the next five years to ensure project success. Developed detailed business plans for the groups ambitious growth plans including strategy development. Responsible for developing all Marketing, Human Resource, Finance and Procurement budgetary information, documentation and specifications. Heavily involved in employee recruitment, training and development;

Lead and coordinate senior management meetings to discuss project progression to ensure on time delivery of the project. Manage the project time line to ensure tasks are completed in a professional and timely manner.

Key Roles:
- Project Management
- Recruitment and Selection
- Policy Development
- Forecasting and Budgeting
- Resource Management
- Supplier Management

Key Achievements:
- Launched first retail site Ibn Battuta Mall
- Trained and recruited successful first sales team
- Developed Mall relationship
- Developed model for future site set up and deployments

Logistics and Distribution Manager responsible for managing the lifecycle of all University ICT hardware. Develop detailed short and long term plans and forecasts for Senior Management around IT resource requirements. Manage multiple budgets to ensure the effective delivery of ICT hardware and services to over 40, 000 users. Manage supplier relationships to ensure stock arrives on time and any warranty issues are resolved. Involved in the development of University ICT hardware specifications to ensure product improvements are delivered to users.

Look after over 16, 000 pieces of ICT hardware worth over £18 million. Manage annual multi-million pound budgets with a focus on quality of IT products and customer service. Manage the student teaching resources consisting of over 2, 000 computers including the planning and scheduling of upgrades works in line with managed budgets.

Role includes the deployment of all new kit to users; whilst ensuring WEEE regulations are followed upon disposal of electrical equipment. Responsible for department’s health, safety and wellbeing for over 280 employees.

Key Roles:
- Product Development and Management
- Budgeting and Forecasting
- Team Management and Improvement
- Process Improvement Management
- ICT Management
- Customer Service
- Supplier Management
- Supply Chain Management
- Stock Control

Key Achievements:
- Improved end user satisfaction scores in relation to IT
- Improved stock management and accuracy
- Reduced IT expenditure
- Improved the performance of IT Hardware (year on year bench marking was carried out)
- Reduced the amount of tonnage going to the appointed WEEE disposal firm

Joined Bunzl’s Fast Track Graduate Management programme which was a two year development course resulting in transition from a trainee to a Manager. Programme involved exposure to the overall business of Bunzl UK & Ireland including changes in work roles and locations every six months. Included time spent in account management, sales, warehousing, transport, operations and purchasing.

Final role was acting as a Sales and Operations Manager at a branch in South London. The role involved all aspects of managing a branch including sales, warehousing, transportation and customer service. This role involved ensuring KPIs were achieved in order to make a profit during the financial year. Managed income and expenditure to ensure P&L and Balance Sheets were in line with company projections.

Key Roles:
- Budgeting and Forecasting
- Team Management and Improvement
- Sales & Account Management
- Process Development & Improvements
- Transportation
- Customer Service
- Supplier Management
- Supply Chain Management
- Stock Control

Key Achievements:
- Grew Sales when an Account Manager in the region
- Achieved over of 100% of total sales target for the branch in a financial year
- Reduced stock holdings as a stock controller
- Progressed from a graduate to a Sales and Operations Manager (acting)

Acted as a Financial Auditor recovering outstanding funds from supplier supported promotions maximising success rate by correlating and analysing multiple data sources. Worked to tight budgets and time deadlines demonstrating exceptional prioritisation and time management to raise claims for over £5M