Nick Gilling

Experience

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  Electronic Data Systems

  Apr 2001 - Jun 2008

  Review new business opportunities and ensure sales and delivery governance has been followed.Support bid & sales teams and provide delivery input into bid submissions.Develop Cost Models to support bid submission.Ensure Dependencies, Assumptions, Issues and Risks are documented, understood and are appropriately managed. As the Infrastructure Delivery Manager at Electronic Data Systems, I led a successful program to refresh 25000 devices at 135 sites for HM Prison Service Desktop Rollout. Working closely with the customer and partners to coordinate concurrent deployments and ensure seamless execution and timely delivery of the project. In my role as an Account Delivery Manager at Electronic Data Systems, I was responsible for managing the team analysing site and user requirements for the HM Prison Service Desktop Rollout. We prepared detailed design documentation and bill of materials to support the rollout programme, ensuring that we delivered the IT services the customer expected. Team Leader & Technical Author, Business Analysis, End User Requirements Analysis, Technical design documentation & Site Designs

  • New Business (Workplace Services) Governance Lead

    May 2007 - Jun 2008

  • Infrastructure Delivery Manager - HM Prison Service Desktop Rollout

    Jan 2006 - May 2007

  • Account Delivery Manager - HM Prison Service Desktop Rollout

    Jan 2005 - Dec 2005

  • Regional Delivery Manager

    Apr 2001 - Dec 2004
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  Hewlett Packard Enterprise

  Jun 2008 - Apr 2017

  In my role as the UK & Ireland Regional Service Manager at Hewlett Packard Enterprise, I led a team of professional service managers supporting over 50 clients. By coordinating cross-functional efforts and implementing a continual service improvement strategy, we were able to exceed service levels and enhance customer satisfaction. Combining expertise and experience gained in a variety of Information Technology Outsourcing programmes and working with Lean and Six Sigma analysis to increase the effectiveness and efficiency of key strategic accounts. Responsible for the Continual Service Improvement strategy and policy, for identifing and introducing best practice and drive the adoption of standardised and optimised processes and shared tooling solutions for the CSI discipline across the organisation. In my role as Continual Service Improvement Lead at Hewlett-Packard, I spearheaded initiatives to enhance service delivery quality and customer satisfaction. By collaborating with cross-functional teams, we implemented process enhancements that led to a significant 15% increase in customer satisfaction scores. • Managed a portfolio of improvement projects to enhance service operations efficiency at Hewlett Packard Enterprise.• Analysed data trends to identify insights and support investment in service improvement projects.• Implemented process improvements resulting in increased productivity and cost savings. Transition Manager at Hewlett-Packard in Telford, United Kingdom, overseeing a team of five coordinating technical teams for the DII(F) Transformation programme. Improved datacenter delivery timescales by 80% through automation.

  • UK & Ireland Regional Service Manager

    Jun 2015 - Apr 2017

  • Infrastructure Technology Leader - EMEA Lean Transformation Programme

    Sept 2012 - Jun 2015

  • Head of Continual Service Improvement. Defence & Security

    Sept 2011 - Oct 2012

  • Continual Service Improvement Lead – Business Support, HP D&S ITO

    Aug 2010 - Aug 2011

  • Continual Service Improvement Specialist (ATLAS) – Service Management, HP D&S

    Oct 2009 - Aug 2010

  • Transition Manager (ATLAS) – Service Management, HP D&S

    Jun 2008 - Oct 2009
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  DXC Technology

  Apr 2017 - Jan 2018

  UK&I Regional Service Manager

  In my role as the UK&I Regional Service Manager at DXC Technology, I oversaw the Service Management delivery for the region, leading a high performing team across multiple locations. With a total contract value of $2.3bn, I was responsible for ensuring the seamless integration of ITSM processes with technical operations for our UKI clients. Through effective leadership and strategic planning, I successfully managed the service operations to meet and exceed client expectations.

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  Barclaycard

  May 2017 - Aug 2017

  Service Introduction Manager – bPaid Program – Barclaycard (Barclays Bank Plc)

  In my role as Service Introduction Manager for the bPaid Program at Barclaycard, I was responsible for ensuring all governance activities were coordinated effectively to meet the Bank's requirements for a successful pilot. By providing expertise and assistance during the final months of the program, I was able to drive through the necessary quality checks and ensure risks and issues were addressed or mitigated.

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  Acrogenix

  Feb 2018 - Nov 2019

  Service Management & Transformation Consultant

  In my role as a Service Management & Transformation Consultant at Acrogenix, I specialized in ITSM Consultancy, Crisis Management, and Continual Service Improvement. I worked closely with clients to align IT Operations with business strategies, ensuring valuable outcomes and improved accountability across the organization.

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  Diebold Nixdorf

  Nov 2019 - now

  Global Customer Delivery Manager

  In my role as a Global Customer Delivery Manager at Diebold Nixdorf, I have successfully managed IT services for large global retail clients, exceeding service and financial targets. Leading teams in a complex multi-vendor environment, I delivered services to retailers in 12 countries and at over 15000 locations, ultimately improving customer satisfaction and achieving quantifiable impacts on service performance and financial targets.