An assertive client facing Service Delivery Manager, with a proven track record of managing large, strategic IT outsourcing accounts within the Financial Services Industry and Government Sector. Experienced with managing senior stakeholders and executive audiences, improving; client satisfaction, sales, account profits and P&L’s of up to $5M. Broad knowledge of technology and infrastructure used within FSI and Government; including SAP, asset management, exchange, Wintel, applications, archiving, exchange, storage, security, GSD and OSS.
Responsible for managing and growing senior management and executive customer relationships for strategic accounts within the financial services industry. - P&L management of UK&I region ($5m PA). - Trusted advisor at senior management and executive level - strong boardroom participant. - Manage and drive customer satisfaction and ‘Total Customer Experience’ (TCE) - Responsible for ensuring SLA and KPI targets are met. - Contributing to stability and growth of account margin, meeting corporate margin targets and ensuring YOY cost reduction as agreed during deal review. - Responsible for ensuring labour and technology costs within account service towers are in line with the plan of record to help achieve account target margin. - Responsible for identifying and hiring top talent to achieve best business results. - Manage and coach service delivery management teams to achieve best-in-class TCE, drive down cost of delivery and promote positive relationships with customer. - Develop and promote customer strategies increasing account service offering, client satisfaction and account profitability. - Own internal and external continual service improvement programmes (CSIPS) including process, application, infrastructure, automation and resource management to improve environment stability and client satisfaction. - Project and Programme Management - Critical Incident Management for high priority (P1s) incidents. - Business Analysis. - Driving account maturity and the gradual transition from T&T to ITIL best practices. - Managing the integration of multiple third party vendors through ITIL SIAM to align with account capability leads and support HPE IT solution. HIGHLIGHTS - Increased SAP Service Tower revenue by 51.4%, +$705,989.71 to TCV. - Reduced Asset Management costs by $81,600.00 Per Annum. - Increased account CSIP rating from 19th best within the UK&I to 4th in 6 months – leading to an award for ‘UK&I most improved account’. - Identified alternative route to deliver file and data archiving project, saving HPE $66,500. - Awarded HPE’s highest yearly recognition award
Support Internal Process and Infrastructure continual service improvement programmes (CSIPS) - Project Managed a Load Capacity Assurance Project, requiring multiple Datacentre moves, server integration and the procurement and deployment of Citrix Licenses. - Weekly customer CIO briefings HIGHLIGHTS - Delivered large load balancing project $113,000 under budget by utilizing idol assets [Gen7 blades] and negotiating with vendor [Citrix] to provide HP 16,000 licenses for free.
- Developed Procurement Automation strategy and managed the programme of work through design and implementation phases. - Third party vendor displacement / consolidation. - Integration of 264 third party vendors through ITIL SIAM to align with account capability leads and support HPE IT solution. - Transfer of 264 third party contractual agreements from Deutsche Bank to HP. HIGHLIGHTS - Automation strategy developed HP $105,000 of savings in the first two days of ‘go live’.
- Graduate ‘Future Leadership’ Programme. - Supported Programme and Project Management activities within the financial services industry. - Creation, Development and Management of Financial Plans. - Developed an idea into a business plan during one weekend on how to reduce HP’s UK&I contingent spend by £7.5m, pitched the business plan to UK&I Vice President who then promoted me off the 2-year Graduate Programme, 2.5 Months after starting.
- Founded niche recruitment practice to help businesses find and hire specialist mechanical Engineers whilst awaiting HP Security Clearance to clear. - Generated £21,090 of Gross Profit in two months. - I closed Globo-Search in August to concentrate on my career with Hewlett Packard.
- Started on a ‘cold desk’ and grew a sales pipeline of £2M Revenue and £0.5M profit in 3 years. - Promoted three times within the first 11 Months in alignment with business promotional goal posts. - Awarded highest sales achiever (biller) of the month consecutively for 4 months straight. - Broke a company sales record by billing just over £53k of new profit in one given month. - Responsible for end to end recruitment process (Inc. B2B/B2C) - Hosted Senior and C Level clients across Europe.