Tom Kennedy

Experience

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  Daewoo Electronics

  Jul 1990 - Aug 1996

  Quality Control engineer.

  Daewoo was the second largest conglomerate in Korea after Hyundai Group, followed by LG Group and Samsung. There were about 20 divisions under the Daewoo Group.• Responsible for implementing T.Q.M. and all S.P.C from goods in /goods out.• Responsible for achieving daily target levels of factory production suitable and fit for purpose.• Defect Analysis – analysing, recording and solving any problems causing defects.• Management of staff of 4 technicians • Recruitment and selection of Quality department staff and production operatives.• Administration – ensure all necessary Quality documents were maintained and stored in an effective manner.• Report and brief all none conformity issues to the Managing Director. Show less

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  Marconi Communications

  Aug 1996 - Aug 2008

  London Regional Service Delivery Manager

  Marconi was a British telecommunications and engineering company that existed from 1897 until 2006, undergoing numerous changes, mergers and acquisitions during that time.The company was a pioneer of wireless long distance communication and mass media broadcasting, eventually becoming one of the UKs most successful manufacturing companies. • Responsible for the I&C of Digital transmission products within BT and OLO networks in the UK and Eirecom in Ireland.• Network build of NTL’s entire UK and Ireland network including management platforms MV36/38 and EMOS.• Responsible for software upgrades and patching and providing technical fixes for new product introduction, including environmental and health and safety issues.• Responsible for health and safety and tasking and mentoring a team of 10 other field engineers.• Daily, weekly and monthly reporting to the Delivery Manager.• Deputise for Delivery Manager during periods of sickness or holiday. Show less

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  Telent

  Aug 2008 - Jun 2012

  Ireland & Scotland Service Delivery Manager

  Telent - With annual revenues of over £310 million, we're a technology services company with literally decades of experience providing a broad range of network and communications services across a variety of industries. We have unique scale, boasting one of the largest engineering field forces of its kind in the UK. And a track record for quality and delivery that is second-to-none.• Management of all direct / indirect installation and commissioning of Marconi and other vendor products into BT’S and other UK and Ireland providers networks including all activities outside the telephone exchanges on customer premises within OLA/SLA’S.• Customer facing representative for all Delivery and Operations issues within my region.• Line Management of 30+ direct /indirect Field Engineers.• Training and Development of field engineers for new product deployment.• Responsible for Quality Management and updating quality systems such as REMEDY.• Responsible for logging all work on company and customer workflow systems to enable real time tracking of work and escalation of all issues.• First point of contact for the customer for all escalation issues 24/7 basis.• Responsible for maintaining Health & Safety, ensuring adherence to all Technology Services and customer site procedures including CDM sites.• Accountable for the delivery of operational objectives, providing leadership and support in the deployment of resources against project requirements including budget and cost.• Daily reporting and escalation of any issues to my senior manager that might affect the integrity of the company or that of its customers.• Interview & recruitment for apprentice program and recruitment of field engineers. Show less

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  NYSE Euronext

  Oct 2012 - Aug 2015

  Service Provisioning Manager

  NYSE EuroNext provide & manage a ‘Secure Financial Transaction Telecoms Infrastructure (SFTI)’The Network utilises cutting edge SDH / DWDM fibre transmission technologies & Access Edge Routing technologies - Juniper routers (IP MPLS Layer 3 VPN Networks) distributing both unicast & multicast traffic to customers.Management Responsibilities • Establishing & implementing standard repeatable processes.• Improve time to market for all support changes. • Develop & implement management reporting for product delivery & capacity planning purposes. • Spearheaded change projects to achieve cost savings, increased efficiency & customer service. • Boost customer order delivery SLAs.• Team Performance Management - dealing with Appraisals, Performance Issues (POP & PIPs), Training Requirements & Bonusing. Management Responsibilities for Service Delivery Managers – • Requirements capture for solution design & deployment of Stock Market Trading Infrastructures. • Interfacing with Engineering & Product Management for product enhancements & service upgrades.• Management of internal & external delivery teams. (Data Centre Operations, Change Control, Telco Carriers, Field Engineers). • Migration planning & delivery for larger scale infra-structure network re-grooming projects. • End to End Management of Order Lifecycle(s) via - customer communication, ensuring efficient delivery of Services. • Working closely with CAB (Change Advisory Board) representing business justifications for BAU / Emergency Customer Change Requests • Detailed & accurate maintenance of records within internal systems - status updates, order completion forecasting, circuit records, billing.• Detailed reporting on SLA performance & exceptions / risk management to customer networks & services.• Adherence to best practice guidelines including Prince 2, ITIL as well as internal IMAC processes & procedures.• Prompt order closure / completion to ensure swift revenue realization Show less

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  BT Group

  Aug 2016 - now

  BT Group plc . British multinational telecommunications company with head offices in London, United Kingdom. It has operations in around 180 countries and is the largest provider of fixed-line, mobile and broadband services in the UK, and also provides subscription television and IT services.BT's origins date back to the founding of the Electric Telegraph Company in 1846 which developed a nationwide communications network. In 1912

  • Technical Operational Authority

    Nov 2022 - now

  • Customer Service Manager

    Aug 2016 - Aug 2023