Member Type: Individual Profile
Networks: Value Added Services
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Global Head of Service Delivery
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Value Added Services (VAS)
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Global Head of Service Delivery nscglobal
Privately Held; 201-500 employees; Information Technology and Services industryr>
October 2009 – Present (2 years 2 months) Integrated global communications solutions provider, headquartered in London
r>• Lead a team of Service Managers responsible for the in-life services of over 50 world-class organisations.
• Dedicated to providing the highest level of customer service by shaping and developing C-Level relationships with internal and external stakeholders, with the aim of building stronger strategic partnerships.
• Accountable for all aspects of Service Delivery, lead best of breed service improvement by ensuring bespoke development and implementation of service development and/or improvement plans.
• Responsible for team delivery of consistent customer experiences through the provision of a set of globally uniform processes, incorporating service excellence and on-going communications.
• “Championing the customers needs”: managing all customer requests to successful conclusion across the business utilising a centralised action log, internal review processes and weekly management reporting.
Programme Manager nscglobal
Privately Held; 201-500 employees; Information Technology and Services industry
r>December 2007 – September 2009 (1 year 10 months) Integrated global communications solutions provider, headquartered in Londonr>
• Led a team of Project Managers who completed and managed the full project life-cycle for a wide variety of projects – ranging from LAN, WAN, Wireless, IPT, IPCC & IPTV – stretching across a wide range of industry sectors globally.
• Established and managed the Project Management Office, introducing new structures, including First Line escalation for handling issues within live programmes and projects.<br>• Acted as a bridge between the business and the PMO to ensure successful operation as a business unit, following best practices to deliver projects on time and in budget.
• Ensured that the correct level of quality assurance and project governance was maintained throughout over all projects.<br>• Mentored project and programme managers at both technical and personal levels to assist their development within the PMO.
• Involved in decision making processes covering departmental strategy, resource planning, team management and monitoring, and weekly management reporting.