Service Delivery Manager
City Link
مجموع سنوات الخبرة :27 years, 1 أشهر
Oct '13 - Present City Link Service Delivery Manager
Telecoms / Networks / IT Transition
Various locations, U.K..
Managing all aspects of IT service management & delivery transition.
Delivering quality processes & procedures to ITIL Standards to support seamless service transition.
Supporting service novation & transformation of WAN/LAN estates covering 55+ UK locations.
Supporting service transition of corporate telephony.
Conducting safe transfer of support activities ensuring SLAs are supported internally & by 3rd Parties.
Owner of the delivery of the service delivery manuals (service packs)
May '13 - Oct '13 Avios Senior Project Manager
Crawley / Heathrow.
Responsible for 3/4 key change Projects: Shareholder restructuring / commercial model, Finance BPO & Commercial Sales initiative.
Negotiating underpinning contract terms & conditions required for new company valuation.
Managing bi-lateral & tri-lateral meetings to achieve commercial agreements in very short timescales.
Working with Group companies at Exec level facilitating win win results.
Organising teams to achieve the operational mechanics required to enable change.
Jan '11 - Dec '12 SITA Delivery Project Manager
London.
Responsible for Global (except Middle East) Delivery of Government Solutions.
Delivering to extremely tough deadlines to Government Organisations.
Adhering to commercial & contractual requirements.
Managing external suppliers to deliver "local" Customer service levels.
Manage Transition to Operations through ITIL framework
Customer facing through meetings, workshops, presentations & effective relationships.
Jul '10 - Jan '11 SITA Commercial Proj Manager
London.
Responsible for managing Offshoring & Technical Outsourcing.
Defining internal business unit requirements.
Writing commercial contracts with Purchasing & Legal departments.
Managing external suppliers & supplier service levels.
Supplier facing through meetings, workshops, presentations & effective relationships.
Delivery & management of statements of work.
Manage internal finance function.
Jun '07 - Jun '09 SITA Senior Business
Consultant
Dubai.
Global lead for consultancy in voice, contact centres & airport communications.
Knowledge of SITA Avaya / Cisco solutions, part of global IPT Technical Group.
Responsible for generating sales consulting revenue, primarily in Region & pre/post-sales activities.
Trusted advisor role at CxO level. Technical, business & commercial analysis skills & experience.
Client facing through meetings, workshops, presentations & effective relationships.
Delivery & management of suppliers delivering work. Business development through Account Teams.
Problem solver &/or recommender of best practice (s), leading to solutions.
Feb '00 - May '07 Emirates Group Programme Mgr Call
Centres
Mercator, Dubai.
Responsible for Contact Centre Solutions & Technology, including Speech & Collaboration.
Responsible for ACD, PABX, Conferencing, IVR, CTI, WFM teams & technologies.
Managed global voice routing solutions issuing tenders for voice supplier services.
Manage external suppliers of global Voice & Contact Centre Technologies & Services.
Project manages the delivery & support/maintenance of Voice & Contact Centre Services & Solutions.
Internal & external Business & Technical Consultant for Contact Centres & Call/E-mail Solutions.
Aug '99 - Feb '00 Emirates Group Risk Project Manager
(Y2K)
Mercator, Dubai.
Implemented the IT strategic & tactical requirements for the Year 2000 Programme.
Risk managed acceptable or agreed contingency strategies.
Identified & managed down 3rd party system risks.
Established & maintained appropriate evaluation, rectification & testing procedures.
Nov '97 - Aug '99 Emirates Group Programme Manager
Airport) Mercator, Dubai.
Responsible for integrated Airport Operational Database & Flight Information System.
Responsible for third party Airport systems including Resource Management & BRS.
Customer Interface to Airport Authority & Ground Handler (DNATA)
BHS Integration to Airport systems.
Manage external suppliers & internal specialist groups.
Provide business plans & objectives for customer area along with budget requirements.
Jan 97 - Oct '97 British Airways Plc (BA) IT Business Consultant
(Asia Pacific)
Information Management
Desktop (Regions), Heathrow.
Business planning & forecasting for the region.
Responsible for negotiating third party support contracts.
Projects manager & line manager for field engineering team who developed & installed desktop & infrastructure (five staff) to Outstation Airports & Offices.
April '95 - Dec '96 British Airways Plc (BA) Systems & Telecoms
Manager
(European Call Centres)
Telephone Sales, Lyon.
Responsible for policy/strategy for Telephone Sales Centres across Europe.
Set, measure & reward Travel Agents & Staff incentives/targets.
Managed Aspect ACD / QikRes systems for European Call Centres.
Managed suppliers & providers of support contracts.
May '94 - April '95 British Airways Plc (BA) Systems & Facilities
Manager
BA Contract Handling, Heathrow.
Customer Service Manager for Sales & Ticketing (seventeen staff)
Responsible for SITA CUTE (OS) for Terminals 2 & 3 at LHR.
Responsible for all properties / facilities for BA in Terminals 2 & 3 at LHR.
Managed all IT projects & responsible for total equipment inventory.
BRS Technical Sub-Committee Chairman.
Oct '92 - May '94 British Airways Plc (BA) Training Consultant
IM Business Performance,
Heathrow.
Training consultant / delivery of technical & non-technical skills.
Training design / job skills analysis. Consolidated IT Help Desks.
Managed customer-training budgets & IT training co-ordinator for BRS.
Jun '93 - Oct '93 British Airways Plc (BA) Hedgehopping scheme
IM Distributed Systems, Heathrow.
Special project to recommend a common platform for automation & backup.
Sep '90 - Oct '92 British Airways Plc (BA) Training Officer, Data
Centre/Network
IM Operations, Heathrow.
May '87 - Aug '90 British Airways Plc (BA) Snr Computer Operator,
IM Datacentres, Heathrow.
Jan '87 - May '87 LEP International Import Consolidation
Clerk
Imports, Heathrow.
Jul '85 - Dec '86 Old Motors Srl Salesman / Partner
Rome.
Subjects studied Sep '86 - Jun '88 Windsor College Italian Language
Sep '83 - Jul '85 Brooklands Technical College A levels: Law, Pure Weybridge, Surrey. Mathematics, Computer Science & Economics.
Sep '79 - Jul '83 Cardinal Godfrey R.C. School AO levels: Mathematics. Sunbury, Middlesex. O levels: Mathematics, English Language & Literature, Religious Studies, Design Technology, Physics,