Earl Harris

Experience

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  Business Connexion

  Mar 2008 - Jun 2010

  IT Service Delivery Manager

  • Ensures delivery on contractual agreements with clients.• Responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contracts. • Track performance to contracted service definitions and service level agreements.• Establish good relationships with the client representatives. • Facilitate the delivery of the service by establishing the relationship with the client, agreeing the points of interaction and escalation, managing the services budget and ensuring the continuous delivery of the service according to the SLA.• Take accountability for operational escalations and lead the business through to a resolution that is satisfactory for the client and business management. • Proactively identify risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or delivery impact to the client. • Implement delivery model improvements focused on optimisations that will be valuable to the client • Intimate knowledge of client environment to contribute to pre-sales processes and/or successes by providing information, determining the effort required to deliver and generally providing advice on the most optimal way to approach the client. • Contribute to the Account Plan and look for and identify opportunities for growth within the assigned portfolio and work closely with the pre-sales and sales team to maximise opportunities. • Maintain an awareness of the competitive landscape for assigned portfolios and in collaboration with the sales teams assist with the development of strategies to ensure account retention.• Contribute to and optimises the contract renewal process. • Engage with the relevant internal stakeholders prior to the renewal date and plan the renewal strategy.• Act as a single point of contact for business and the client. Show less

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  Dimension Data

  Jul 2010 - now

  Services Operations Manager - Data Centre

  • Meeting and exceeding client targets for Managed and Professional services• Ensure that all daily operational tasks are completed• Ensure that all projects are completed and delivered on time• Engage proactively with business to drive new services• Protect and grow DC revenue services• Drive and own all vendor escalations• Build strong vendor relationships• Ensure client SLA levels are achieved against contracted service levels• Ensure that all technical requirements and certifications are met• Proactive innovation and idea generation with regard to service delivery• Create a client environment which is conducive to sales effort at the same time as managing client’s expectations.• Ensure awareness is maintained of key accounts influencers and appropriate strategies put in place to ensure effective relationships are held at all levels within the client’s environment.• Ensure the deployment process to ensure all services are deployed as they are sold.• Ensure that services offered to the client are good practice and profitable. • Identify opportunities while performing operations activities and highlight.• Develop collaborative working relationships at an operations and senior delivery level across business to ensure coordinated and cohesive delivery.• Manage virtual resources by coordinating with BU Managers. • Prepare a business and resourcing plan. • Management of project profitability, communication and relationship management.• Ensure that all contracted services provided to our clients are delivered. People management and leadership experience with proven ability to motivate and develop others.• Excellent networking skills – ability to work with wide variety of colleagues, stakeholders and management levels.• Ability to understand complex business environment to identify opportunities, action orientated with ability to work quickly and efficiently in a fast moving environment. Show less

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  Dimension Data Middle East and Africa

  Jul 2010 - now

  • Digital Infrastructure Operations Manager

    Jul 2010 - now

  • Services Operatipons Manager - Data Centre

    Jul 2010 - now