Operations Manager

To manage and be responsible for the Operational Success and Commercial profitability of the services delivered to nominated contract. Responsibility's include: 

•	Ensuring a thorough understanding of all aspects of the contract, obligations and that these are delivered against
•	Good Business and commercial experience including and understanding of the P&L
•	Management of key stake holder relationship with the ability to initiate relationships at a senior level both internally and externally
•	Identify additional opportunities for areas of growth and additional improvement 
•	Performance against contract SLA’s 
•	Provide direction and support to the Dedicated Service Desk & Field Engineers
•	The ability to identify and implement service improvement plans
•	Provide Monthly Service Review meeting with customer
•	Customer Satisfaction

Service Delivery Manager

•	Provide Service Delivery Management for Vaultex UK
•	Provide full Operational Management to the customer.
•	Be visible to the customer and the business as point of escalation for Operational issues.
•	Ensure customer satisfaction by working in partnership with internal customers/suppliers to deliver support service in a professional and efficient manner.
•	Build strong productive working relationships with the client base of my customers.
•	Organise regular Operational Review Meetings with the customer contacts.
•	Provide Performance Statistics and reporting to customers and senior management as required.
•	Provide direction and support to the local service desk team.
•	Own the incident management processes for the customer.
•	Ensure that Key Performance Indicators within my account are in place, agreed with the customer and to monitor performance of all areas against these KPI's

Operational lead/Service Delivery Manager

BT Engage IT Ltd
Feb 2007 – July 2013 
Senior IT Support Engineer/Team Leader

•	Support the company’s clients & also my NW Engineering Team.
•	Pro-active approach in managing KPI’s in the area.
•	Provide supervisory control and local discipline of Engineers within the team.
•	Monitor and recommend training requirements for engineers, technical or otherwise, to ensure an adequate level of competence of engineers.
•	Assist in profiling of engineer skills to ensure effective and timely on-site repairs within the team.
•	Ensure policies & procedures are effectively adhered to in the day to day activities of team members.
•	Overseeing day to day running of stores through stock profiling within the regional stores to ensure stock levels meet contractual requirements and response capabilities.
•	Carry out engineer audits and technical evaluations within the team.
•	Attend & deliver quarterly team meetings outside of work with both engineers and senior management.

NW Systems Engineer/TL

Social Security Administration

Admin Officer

Trans American Systems

Sales Exec/TL

I am a telecommunications Area Operations Manager with over 23 years' experience in the industry including Engineering, Operational Lead and Service Delivery. A customer focused manager, skilled at building and managing excellent internal and external stakeholder relationships to ensure that an excellent level of service is delivered. A leader who takes a common sense and realistic approach to ownership of the service between the customer and business to build strong relationships. 
I have natural ability to converse at all levels constantly striving for improvement.

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