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Mr

Work Experience

CAREER DETAILS

BUSINESS UNIT DIRECTOR Capita Group 2002 – Current

Overview of role

Project Director responsible for a strategic review of Capita’s IT Service delivery division:
• IT Service offerings, both current and future
• Service level agreements, and service definitions
• Management information, and service reporting
• Implementation of revised service architecture, support framework and “end-to-end” service model incorporating people, processes, and tools, along with ITIL and BS7799.
• Business case production with the IT Services MD, and divisional directors on ways to improve service quality and cost. Leading change process impacting 1300 staff, 30,000 end users.

Key Responsibilities
• Selection of appropriate IT service delivery technologies
• Production of supplier evaluations and selling to the board
• Implementation of revised CRM, and ITIL based customer support strategy.
• Impacting staff & organisation, operational management, service reporting areas.
• Implementation of INTELLANDESK, and other “best of breed” service management tools
• Generated £350k personnel savings plan arising from revised service delivery architecture
• Monthly P&L project reporting to Operating board.

Key Achievements
• Completed baseline study of £100M turnover business unit (customers, staffing, P&L)
• Developed and now implementing revised service architecture
• Implemented phase 1 of new service desk achieving cost savings of £300k+ x 3 Years

BUSINESS UNIT DIRECTOR Capita Group 2001 – 2002
Overview of role

“General Manager with full P&L responsibility in a £11 Million turnover division. Delivery of e-learning systems to 30,000 teachers in England.”

Key Responsibilities
• Responsible for the delivery of high availability Internet solutions.
• National Sales and marketing team responsible for selling £11 Million in 2001.
• Managed Outbound Tele-Sales unit, and National direct sales force of 20 account developers
• Monthly P&L reporting to Operating board;
• Leading team of 120 Sales, technical support, applications, desktop, and helpdesk staff

Key Achievements
• Integrated business processes across complex & business critical environment.
• Supplier renegotiations, reduced cost by £1M in 2001
• Development of business and technical processes for use of internal and external customers;


DIRECTOR, IT SERVICES Capita Group 1999-2001

Overview of role
“Operational management responsibility for the delivery of IT Services to in excess of 200 pensions bureau customers. Tasked to establish an e-business service, building on the technical skills already in place across Capita Group, and to contribute positively to profit in year.”

Key Responsibilities
• Responsible for 120 personnel in 3 centre delivery team
• IT strategy and standards in a pensions bureau for some of the UK’s largest companies
• Development and implementation of new “e” related products and services
• Introduction of new processes based around “ITIL” customer base 200+
• Rationalisation of Dec VAX Alpha hardware, software and people to a single location, following an assessment of the relevant cost savings and associated risks
• Responsible for the conception and introduction of deliverable strategies integrating Legacy, front office, back office, and Internet IT mediums across Capita Group’s customer base
• The provision of integrated e-business solutions across the Capita Group
• Transformation of current business channels into “e” enabled customer and supplier interfaces, resulting in portal approaches to business contact
• Responsible for web design, solutions architects, applications developers, desktop services
• Responsible for ongoing service delivery support, and ongoing development
• Development of alliances with major Global partners Sun, IBM, and Microsoft etc.

Key Achievements
• Reviewed IT Services structure, products and services, and revised organisational structure
• Closed two IT centres to achieve annual cost savings of some £0.5 million per annum
• Development of e-business processes for use of internal and external customers
• Conceived, planned and implemented Capita’s e-business service
• Secured Capita’s first stand-alone e-business contract, within 6 Weeks.

UK CUSTOMER SERVICES MANAGER Schumberger-Sema 1997-1999
Overview of role
“Tasked with bringing about a culture change in an established IT Contact Centre organisation employing initially some 200 personnel, and supporting over 100 customers. Review of processes, technology and UK locations to deliver highly pro-active service to customers”
Key Responsibilities
• Management responsibility for 400+ enterprise management personnel in 10 UK locations
• Delivery of service assurance, business support, IT Call Centre, asset management, First Line Support, and IT procurement.
• IT service delivery to complex combination of Public Sector and private sector customers;
• Development of IT service strategies in-line with ITIL guidelines to the customer base
• Service transition plans, and IT service improvement plans
• Development of technical strategies with “power” tools such as Tivoli, and CA Unicentre.
• Integration of Service Delivery processes across expert referral groups
• Centralisation of services and personnel into logical and physical organisations
• New business, evaluation and bid management
• Management liaison with UK Service Delivery Director, and International Director;
• Liaison with peer group Country managers in France, Belgium and Sweden
UK CUSTOMER SERVICES MANAGER (Continued…….)

Key Achievements
• Replaced Schlumberger-Sema\'s reactive, and fragmented IT Help desk operation with a National IT Contact Centre organisation, integrating Enterprise Management tools, (Tivoli, CA, SMS, and other tactical tools), along with pragmatic operational processes;
• Re-engineered business processes and management structures to reduce costs and improve service management focus.

REGIONAL MANAGER Schlumberger-Sema 1997-1998
Overview of role
“Tasked with the ongoing IT operational management of an ICL, Siemens, and Unix based technical and operational team, supporting key Central Government customers”

Key Responsibilities
• Management responsibility for 75-80 Production, operational, technical, and development staff based across various UK centres;
• Management liaison with UK Head of Data Centre Services, and Production Director.
• Enforcement of agreed Quality standards, ISO9001, ISO9002, BS7799, and TICKIT;
• Responsible for all contingency plans, across multiple and diverse hardware and software platforms, and ensuring that these plans are tested at appropriate time intervals
• Effective management of hardware and software inventory;

Key Achievements
• Integration of 3 operational data centre functions reducing costs by £1 Million per annum
• Hardware maintenance supplier procurement, reducing costs by 100k Per annum
• Due diligence and operational review processes during disposals, acquisitions
• Increased ICL/distributed Local Government turnover by 1.5 Million per annum 1996/1997.

DATA CENTRE OPERATIONS MANAGER Misys Group 1994-1996

Overview of role
“Tasked with the ongoing IT operational management of an ICL, IBM, and Unix Data Centre”

Key Responsibilities
• Management liaison with UK Managing Director and UK board level reports.
• Management responsibility for 35 Operational, Technical, and staff.
• Service delivery to ICL, HDS, Data General, UNIX, and NT based customers;
• Divisional strategy planning, and communication to other business units,
• SLA negotiation, drafting and agreement;

Key Achievements
• Developed Investors in People program during 1996;
• Implementation of BS7799 processes and procedures;
• Data Centre relocations and mergers;
• Software audit controls;
• Relocations of hardware and personnel IT functions to create “Centres of Expertise”
• Improved divisional trading loss of –375k (1994/1995) to +206 (1995/1996).

PRODUCTION SERVICES MANAGER Misys Group 1993-1994

Key Responsibilities
• Responsible for the bureau services operation employing some 200 personnel, supporting some 150 customers across 4 service lines:
• Disaster Recovery;
• Print and Fulfillment;
• Facilities Management;
• Bureau Services.

Key Achievements
• Implemented 3 Million Capital business plan to replace plant and machinery, and data center equipment for IT services, and print and fulfillment business.

TECHNICAL OPERATIONS MANAGER Misys Group 1992-1993

Key Responsibilities
• Responsible for time critical “Stock exchange” settlement operations bureau.
• Personnel management responsibility for 20 Operations staff in 3 UK Centres
• Running processes in-line with BS5750/ISO9001;
• Liaison with London Stock Exchange and other City financial concerns;


OPERATIONS SHIFT LEADER NMW Computers PLC 1986 - 1992
SENIOR COMPUTER OPERATOR NMW Computers PLC 1984 - 1986
COMPUTER OPERATOR NMW Computers PLC 1983 - 1984

Education and Training English Language ‘O’ Level
Certificate in Management Studies (CMS)

Training: 2002 Commercial risk management
2001 PRINCE II;
2000 Leadership skills held at Cranfield University’s School of management

Date of Birth 18/08/66, age 36 years

Interests Micro light flying, golf, socialising and swimming.

Education

CMS

Skills

ITIL
General management
Service delivery management
Call centres and contact centres

Languages

English

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