National Service Delivery Manager
NTT DATA
Total years of experience :20 years, 8 Months
- Leadership of the Service Management Office, responsible for Service Delivery across the customer base in Managed Services.
- Responsible for 5 service delivery managers and 4 service desk coordinators delivering managed services to over 50 customers.
- Responsible for relationship with key strategic accounts including service level management.
Key Achievements
- Led SAP Enterprise Support Accreditation at NTT DATA, managing the service delivery team to achieve this, building on the team’s personal certifications and ensuring a high level of compliance to SAP standard best practice.
- Implemented the service management office which has delivered increased customer satisfaction through increasing customer focus nationally, focus on SLA achievement, consistent and streamlined reporting and use of best practices.
- Successfully implementing upgrades projects annually.
Village Roadshow Theme Parks
- Managed the scoping, costing and blueprinting for finance and retail SAP implementation projects. Led the implementation team through estimating, planning and requirements gathering workshops.
- Managed the NTT DATA SAP implementation team from blueprint to go live for inventory management project on behalf of food and beverage department throughout the five Village Roadshow Theme Parks.
Sedgman
- Managed the NTT DATA SAP team to deliver improvements of the SAP system in line with changing business requirements and system usability. Core modules were ERP, Portal, HCM, BW and CRM.
Hancock Coal
- ERP fast track implementation of finance, purchasing, project systems and payroll using mining best practice template.
Queensland Rail Network
- Managed NTT DATA’s BI team for successful delivery of Project Winston, a combination of BW, BPC, Xcelsius, WEBI and Flash to deliver planning, dashboards and reporting capability for the coal network.
HCM End of Year Project
- Managed NTT DATA’s HCM, basis and developer resources to implement HCM End of year with 10+ clients including relevant service packs for various SAP platforms since 2011
Super Retail Group
- Managed the implementation of a MDM/CRM/portal based application used by the group with a database of 750, 000 car parts, 16, 000 vehicle types and 200 suppliers for parts identification and ordering.
SAP Implementation Project, URENCO
Global SAP upgrade and standardisation project to SAP ECC 6.0 in the nuclear industry
Management / direction of project staff, budgeting, monitoring and controlling
Project size: $20.0 million, 60 people
Project Manager European SAP Integration Project
- Responsible, as part of global leadership team for SAP integration in 8 countries, 1000 users, 250 SAP developments, 10 SAP systems and 150 interfaces, with specific responsibility for the Germany implementation and managing the development team
- Project size: $8 million, 80 people
Project Manager South Africa SAP Integration Project
- Blueprint phase of SAP upgrade project to ECC 6.0, modules included FI/CO, MM, SD, HCM
- Project budget: $0.5 million, 15 people
Project Manager Amiens SAP Upgrade Project
- Managed the system implementation of a new 70 000 pallet distribution centre.
- Project budget: $0.4 million, 5 people
Project Manager Gillette project
- Managed the integration of the UK Gillette business into the Procter & Gamble SAP landscape.
- Project budget: $2.0 million, 10 people
Project Manager Wella project
- Managed the integration of the UK Wella business into the Procter & Gamble SAP landscape.
Customer Service IT Manager
- Managed a team who provided expert application knowledge, system knowledge, consultancy, design and implementation skills and support for existing applications for the UK and Ireland Customer Service Team.
- Developed change management control processes.
4 year course including working in industry for 1 year. Achieved first class honours BSc.,