Keith Dunning

Experience

• 

  Fairmount Group plc

  Sept 1996 - Nov 2002

  SYSTEMS MANAGER

  Responsible for all aspects of IT systems management, supporting a network of 120+ users across 3 sites

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  Norman Butcher & Jones Ltd (NBJ)

  Nov 2002 - Feb 2004

  GROUP IT MANAGER

  Responsible for strategic IT management within a leading financial services, Lloyds & non-Lloyds brokerAppointed to control all aspects of IT and telephony, delivering mission-critical services across 5+ sites

• 

  CDC 2020

  Jun 2004 - Sept 2004

  CUSTOMER SERVICES CONSULTANT

  Responsible for provision of top-level customer service and technical support within a property developer

• 

  The Rent Service

  Sept 2004 - Feb 2005

  NETWORK MANAGER

  Responsible for IT/network management & control within the housing benefit central government agencyAppointed as Network Manager to lead delivery of effective network services to 850+ staff across the UK

• 

  CDC 2020

  May 2005 - Sept 2005

  CUSTOMER SERVICES CONSULTANT

  • Delivered top-level customer services departmental management & business support services

• 

  Scion Management Ltd

  Sept 2005 - Feb 2008

  NETWORK MANAGER / HEAD OF IT

  • Delivered business-critical IT services to a network of 700+ staff across 9 group companies

• 

  Ingeus Europe Ltd

  Mar 2008 - Mar 2009

  HEAD OF INFORMATION SERVICES (IT Director) - EUROPE

  Responsible for all aspects of IT management, including systems, infrastructure, service desk and telecoms. Total responsibility for all IT across Europe, including CRM development.• Delivered business-critical IT services to a network of 1000+ staff in 57 offices across 4 countries and 4 group companies with a view to expand across at least another 4 countries• Reported to the CIO in Australia and CEO for Europe, advising on network availability, technology, systems, software development and IT issues, liaised with Operational Directors and CEO’s across Europe• Championed communication and relations between IT and the Business to provide first-class IT service to facilitate rapid growth of the business • Implemented IT processes, policies, strategies and ITIL standards, aligned infrastructure to the businesses rapid growth as well as Change Request policies for network, system and software development• Championed provision of IT services to remotely-based offices and staff via Citrix Metaframe on blade servers and back end VMware HP servers, Microsoft server platform with NetApp FAS systems and Dell EqualLogic SANs to facilitate data replication and archiving across data centres for business continuity and disaster recovery, provided network availability of 99.9%. (Negotiated a 63% discount on the NetApp FAS systems with the manufacturer thereby saving Ingeus over £370k)• Implement an IT to Business Engagement Policy with stakeholders for the following year and delivered an IT Service Catalogue and Service Desk procedures report• Re-structured IT Department, mentored, managed & motivated a multi-functional team of 16+ 1st, 2nd, 3rd line support service desk and software development department• Reported to the main board on operational performance, network capacity, systems, SLA’s & KPI metrics• Managed MSPs across Europe, autonomy for c£3m+ operational budget• Executed hardware and software asset audits in line with finance P&L depreciation Show less

• 

  FluidOne - Horsham office (formerly SAS Global Communications)

  Mar 2011 - Nov 2019

  • Forged strong customer relationships in: construction, recruitment, retail, manufacturing and waste management industries. A single point of contact for; escalations, delivery, in-life service, billing queries, performance issues and executed service improvement plans• Executed monthly f2f customer service review meetings, monthly service reporting and weekly customer calls reviewing service-related issues, SLA’s and KPI’s• Achieved customer credits of up to £200k from BT by analysing and querying customer bills• Dramatically increased account revenues by up-selling the SAS portfolio of telecoms products and physical Infrastructure services to customers. Exceeded KPI targets for upselling by over 300%• Championed NIA (Network in Advance) for customers; programme managed Openreach Customer Network Solution Infrastructure services in advance of a telco carrier order. Identified and reduced infrastructure installation costs (copper & fibre) so orders then progressed fluid. Achieved cost savings of up to 900% by challenging Openreach and re-planning• Promoted and executed training sessions on fibre infrastructure installation processes internally and externally Show less Team Leader for the Provisioning Department of The SAS Group.Orchestrating the provisioning of the BT product catalogue to SAS customers. Managing the Provisioning Team and being the primary contact for escalations during the provisioning process into BT for UK and International Voice and Data Networks. Responsible for maintaining the high level of quality that SAS supply to their customers via excellent customers service and account management, making sure the team were always fully product and systems aware through regular BT Product Training. Show less

  • Service Excellence Consultant

    Apr 2012 - Nov 2019

  • Provisioning & Services Management Team Leader

    Mar 2011 - Apr 2012
• 

  FluidOne - Horsham office (formerly SAS Global Communications)

  Jan 2020 - Jul 2021

  Physical Infrastructure Engineer

  Various IT and IT Infrastructure Installations

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  CACI Ltd

  Jul 2021 - now

  Service Delivery Manager