Shane Clarke

Experience

• 

  Vodafone

  Apr 2000 - Mar 2012

  Role purpose•Supporting multiple large Vodafone Managed Service Customers •Be accountable for delivering all contracted services from the Managed Services Portfolio. •Accountable for ensuring customer specific processes and procedures are implemented and followed. These include incident handling, incident resolution, availability and performance monitoring, maintenance of operating plans and schedules.•Working closely with different teams, both within Clients & Vodafone, in order to provide an outstanding managed service to the client.•Support the sales team in enhancing the customers contracted products and services.•Management reporting and relationship development with the customer. Show less Purpose – Provide proactive management of the service delivery provided to 2 strategic corporate customers by all aspects of Vodafone Sept 10-June 11, in the latter months the support was provided directly to one large national energy sector account. During my period in this role I worked with over 20 customers with the longest relationship lasting 5 years. Responsibilities 1.Lead account review meetings with customers presenting KPI statistics and reporting on operational issues.2. Ensuring service levels from all areas of Vodafone (including sales, technology, customer services) are managed and maintained. Whilst ensuring administration is well controlled and delivered to agreed service levels from the customer’s contract.3. Driving cost saving technologies to the customer through the use of e-commerce capabilities and structural reviews of customers account which reduces the cost to serve for Vodafone.4. Be the sole escalation point for operational affecting problems that may occur working as a liaison point between departments to resolve the aforementioned problem and providing root cause analysis to the customer in major outage instances.5. Provision of efficient customer reporting.6. Virtual team management across delivery functions that interact with the customer.7. Sales enabler, through customer interaction to understand their business and spot opportunities where Vodafone products and services can be introduced passing leads to the sales team.8. Relationship management to board level.9. Customer satisfaction – ensuring satisfaction levels above agreed target.10. Tender representation presenting the benefits of Service Management to the customer in order to win/maintain their business with Vodafone.11. Project management – initiate and maintain project documentation as required through the project lifecycle through regular reporting and review with both the customer and other Vodafone departments. Show less 1. Day to day service level adherence 24/7 and contingency planning to mitigate service interruption to 250 seat contact centre. 2. Line management of the real time performance team consisting of 8 team members 3. Provision of timely and accurate reporting of site daily/weekly performance to senior management 4. Staff development through coaching and training 5. Recognising in advance through forecasting/scheduling performance variances and actions to resolve 6. Network/site outages were tracked, reporting on the impacts to the contact centre performance 7. Process development and introduction to the site performance team when required 8. Project assistance representing the performance team to understand any impact new projects may have 9. Customer satisfaction monitoring through surveys and forums 10. Production of any ad-hoc MI to meet demand 11. Central point of contact for performance issues 12. Performance team overviews for site visitors Show less Accountabilities 1. Contribution to day to day service level adherence through effective performance monitoring 2. Production of timely and accurate reporting of site daily/weekly performance 3. Schedule co-ordination to ensure events ran to plan 4. Liaison between departments for training purposes 5. Production of any ad-hoc MI to meet demand 6. Acting as the central point of contact for performance issues where management was not available Show less

  • Service Manager Vodafone Managed Services

    Oct 2011 - Mar 2012

  • Service Manager Customer Operations

    Mar 2006 - Sept 2011

  • Real Time Performance Team Leader

    Feb 2003 - Mar 2006

  • Real time Performance Analyst

    Feb 2002 - Feb 2003

  • Customer Services Team Leader

    Apr 2000 - Feb 2002
• 

  Vodafone Global Enterprise

  Apr 2012 - Jul 2014

  Role purpose is to support Vodafone Global Enterprise (VGE) Customers across multiple regions and technical services, developing and maintaining relationships with stakeholders in the accounts.Accountability for ensuring customer specific processes, procedures are implemented and followed, including incident handling, incident resolution, defect and release management, availability, performance monitoring, maintenance of operating plans and schedules.Supporting Global/Local Service Managers, Account Managers and Sales Team’s in expanding and enhancing the customers contracted products and services.Third party management (internal and external) reviewing operational process, performance and relationship development/management.Diagnosis of process faults within Enterprise Global Operations and working with internal teams to drive continual service improvement. Ensuring all management KPIs are adhered to within target SLA’s.Ownership of all customers facing technical documentation including Incident and Outage Reports. Show less Provide high quality, responsive, proactive interface ensuring that customers are kept fully informed and that any service impacts are minimised.Effectively manage internal and customer communication for all major incidents, ensuring that lessons are learnt from incidents.Install a Problem Management ethos that captures activities to understand root cause and steps required to mitigate future impact.Drive a Continual Service Improvement ethos through root cause analysis.Change Advisory Board representation.Other project contribution:Introduction of Problem Management policy, process, procedure, work instructions and Remedy system development/release for Global Operations.Review of Incident Management policy, process, procedure and work instructions for utilisation in Global Operations.Machine to machine project contribution providing insight of MMIT operations.Vodafone One Net Global Enterprise operational improvement plan collation/ownership working with colleagues in UK and Hungary.I also acted in the capacity of Service Manager during 2013 for 9 months for a previous customer that I managed due to the departure of their service manager undertaking the day to day tasks to ensure the customer experience was not impacted and service continuity was maintained.ITIL training - Continual Service Improvement, Service Strategy, Service Operations, Service Transition Show less Purpose – To Support multiple large ‘Vodafone Managed Mobilty Service Customers’ with differing products including ruggedised devices. Application solutions for device management and multi operating services on differing platforms including Blackberry, Android, Windows Mobile and iOS.•Be accountable for delivering all contracted services and service levels from the Services Portfolio including hosting, secure remote access and application management.•Accountable for ensuring customer specific processes and procedures are implemented and followed. These include incident handling, incident resolution, availability and performance monitoring, maintenance of operating plans and schedules.•Working closely with different teams and stakeholders both within clients and Vodafone, in order to provide an outstanding continually improving service to the client.•Support the sales team in enhancing the customers contracted products and services.•Management reporting including trend analysis and relationship development/management with the customer whilst acting as their voice within my department. Show less

  • Technical Solution Manager, Enterprise Global Operations

    Mar 2014 - Jul 2014

  • Major Incident Manager - Global Operations at Vodafone Global Enterprise

    Nov 2012 - Feb 2014

  • Service Manager - Managed Mobility and IT Practice

    Apr 2012 - Nov 2012
• 

  Vodafone

  Jul 2014 - Jul 2018

  Working alongside Incident Management, Technology Operations and technical support teams to ensure investigation and analysis is carried out against a full range of incident types across IT, fixed and mobile technology delivered by and provided to the customers of Vodafone. Virtual management and drive of Technology support teams across multiple functions to deliver against action plans and investigations capturing identified known errors to minimise future disruption in accordance with agreed service levels and KPI’s. Building and delivering effective communication to key stakeholder audiences against agreed problem investigations and to conduct analysis on incident data to identify new and repeating problem areas. Show less Working alongside Major Incident Managers, Service Operations and Technical teams to ensure investigation and analysis was carried out against a full range of incident types across all technology delivered by and provided to the customers of Vodafone Fixed line Networks. Virtual management and drive of Technology support teams across multiple functions to deliver against action plans and investigations ensuring known errors are identified and future disruptions were minimised in accordance with agreed service levels and KPI’s. Building and delivering effective communications to key stakeholder audiences against agreed problem types, and to conduct analysis on incident data to identify new and repeating problem areas and support the strategic priorities across Service Assurance, Service Operations and in accordance to Vodafone's Vision, Strategy, & Execution. Show less Duties within the role:• Manage Major Incident progress and co-ordinate Vodafone teams to drive immediate service resolution.• Major Incident Management / tracking progress and all aspects of real time comms / reporting. • Drive the efficiency and effectiveness of the Major Incident management process and associated procedures.• Continuous improvement through reviewing and auditing the process.• Understand and appreciate the impact of MI’s on SLA targets, allowing prioritisation and direction.• Create / maintain a data base to identify regulatory requirements and DR solutions for Critical customers.• Ensure knowledge articles are maximised throughout the life of the MI and to quality expected by Service Management.• Delivery of effective communications throughout the business to internal and external customers / stakeholders. • Manage effective understanding of MI Progression through customer contact for feedback. Correlate and drive corrective actions to improve the overall customer experience through MI situations.• Integrate with Problem Management and utilise performance trending and customer feedback to introduce pre-emptive model to reduce MI’s.• MI Function promotion. • Build relationships across all customers and stakeholders both internal and externally to ensure best practice is shared and followed to provide continuous improvements at all times.• Act as Deputy in absence of Manager, Major Incident & Problem Management.• On call duty for out of hours Major Incident Management. Show less

  • Problem Manger, Service Assurance, Vodafone UK Technology

    Sept 2015 - Jul 2018

  • Problem Manager, Service Operations, Vodafone UK Technology

    Jul 2015 - Aug 2015

  • Major Incident Manager, Service Operations, Vodafone UK Technology

    Jan 2015 - Jun 2015

  • Major Incident Manager Customer Services and Operations UK Fixed Team

    Jul 2014 - Jan 2015
• 

  BPDTS LIMITED

  Jan 2019 - Oct 2019

  IT Service Manager

  I supported the Department for Work and Pension’s in house debt management team with their ongoing evolution of the legacy Fico Debt Manager v6.2 system towards their new debt management platform that was in development. I drove technical resource to manage incidents impacting the platform which managed 3.9 billion of debt. I Generated accurate problem records post incident and interfaced with suppliers.I was tasked with developing Agile processes and was responsible for support documentation whilst I liaised with all other IT service functions to make sure that services were maintained.I focused on driving continual service improvement through an end to end review of all tasks completed by the team. I identified associated activities appropriate to the task, subsequently generating new starter documentation utilised for staff development. Input into the daily operations of the platform and owning the access management process was completed to ensure that service asset and configuration items were properly controlled. Show less

• 

  Smart DCC

  Nov 2019 - now

  •Reporting directly to the Head of Problem Management demonstrating adherence to key performance measures and implementing service improvement plans where targets are not met.•Deputise for the Head of Problem Management as required.•Perform risk assessments against problems and defects presented to problem management for management and prioritise critical or high risk impact issues.•Own and drive the quality of Corrective Action reviews, to ensure that deepdive activity is performed against all Critical problems raised in the ecosystem to a high quality standard.•Ensure that Problems and Known Errors are effectively managed through the process lifecycle.•Responsible for day to day management of problem managers under their tier of responsibility.•Responsible for the management of all problems owned by the team across multiple service providers and technical support teams.•Training the IT Operations teams in Problem Management and root cause methodologies•Identification and definition of both Reactive and Proactive Problem Records•Responsible for the end-to-end management of all Problems which have been identified as posing a risk of service degradation to the DCC Live Services•Chair supplier forums to further promote problem management and build a one team approach to maturing the problem process through engagement with subject matter experts.•Accountable for quality assurance of problem records to ensure that they meet or exceed a defined standard.•Present problem management topics at industry forums as required.•Identification and gaining business/industry agreement on required workarounds including through the Smart Energy Code Modification process if required.•Develop reports on Problem Records for distribution within the energy industry.•Produces regular and accurate management reports for use in managing the problem management process.•Strategic planning with the Head of Problem Management to drive performance in line with defined roadmap. Show less

  • Senior Problem Manager

    May 2022 - now

  • Problem Manager

    Nov 2019 - May 2022