Experience

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  Bt

  Apr 1995 - Sept 2020

  Leading a workstream for customer inventory data quality transformation. Working across technical, operational and commercial communities with a common objective of transforming customer experience and operational excellence whilst securing commercial controls and compliance for over 800 of BT Global’s largest customers.- Designed and implemented workflow improvement to develop the process of customer inventory improvement and client team engagement.- Enabling contract transition to new service operations model and customer tooling.- Supporting improvement initiatives for supplier management, 3rd party cost control and revenue assurance. Show less Recruited to secure the commercial success of global network transformation contracts with Philips Electronics and the world largest brewer, Anheuser-Busch InBev.- Ensured the delivery of a number of major contracts to budget and obligations with complex service portfolios including WAN; SD-WAN; LAN; Fixed, Inbound and Mobile Voice; Audio and Video Conferencing. Providing services to over 1,000 sites in more than 60 countries.- With multi-million Euro budgets per annum, developed and delivered significant additional revenues, leading a community of over 30 people in four continents for change, commercial, project, programme, design, delivery, invoicing, inventory and cash collection. - Doubling the annual gross margin over a 36-month period.- Delivered commercial success of the transformation of Philips Electronics’ global network, including SD-WAN, securing substantial contracted savings on time, whilst exceeding margin expectations- Designed and implemented detailed, component level revenue, cost and margin management tooling enabling on time invoicing and 3rd party cost reductions along with shared commercial risk of late delivery with technology partners.- Transformed change control processes to provide end to end milestone management, improving performance as measured by time and costs to complete and opportunity conversion.- Exceeded company and customer expectations of overall commercial performance of both contracts. Show less Led the contractual client relationship with accountability for all operational, commercial and delivery management functions on the complex, outsourced network services contract with AstraZeneca. - Managing and improving the financial performance and service delivery whilst deepening executive relationships to develop and secure long-term growth.- Turned around the contract to be one of the highest performing in the group increasing annual revenues whilst driving cost reductions to achieve significant EBITDA improvements.- Developed a leading role within the AstraZeneca IT ecosystem, introducing pioneering technology to optimise networks, monitor application performance and improve end user experience. - Generated up to substantial change control value per annum with a team of up to 40 people in US, UK, Europe and Asia.- Resigning and growing the contract to deepen the client relationship after 4 years of consistently exceeding annual revenue, margin and customer satisfaction targets. - With responsibility to lead a diverse community running and transforming WAN; Network Security; Fixed, Inbound and Mobile Voice; Audio Conferencing; Contact Centres; Network Optimisation and Application Performance Monitoring. Show less Led the delivery, development and management of contracted services for Shell. - Developed the client relationship from a multi-year period of decline, to year on year double and triple digital growth through focused value adding services supporting Shell’s business transformation, improving internal and external communication and collaboration. - Secured and grew the contract to architect and implement the contact centre environment, transforming Shell’s global Customer Interaction Management.- Delivered professional services and management consulting to Shell including supporting the transformation of workstyle and corporate communications at Shell Downstream. Show less

  • Client Delivery Director - Business Transformation at BT Global

    Apr 2020 - Sept 2020

  • Client Delivery Director at BT Global

    Jan 2014 - Mar 2020

  • Client Delivery Director / Business Director at BT Global

    Sept 2008 - Dec 2013

  • Business Manager at BT Global

    Sept 2006 - Aug 2008

  • Account Manager at BT Global

    Apr 2002 - Aug 2006

  • Account Manager at Concert

    Jan 2000 - Mar 2002

  • Account Executive

    Aug 1999 - Dec 1999

  • System Engineer

    Nov 1998 - Jul 1999

  • Customer Service Team Lead

    Aug 1996 - Oct 1998

  • Commercial Officer

    Apr 1995 - Aug 1996
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  Ncr corporation

  Mar 2021 - now

  Global account director