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Retired

Computacenter

Global Senior Service Manager responsible for the operational execution of a number of Global Service Desks, leading the implementation of Services and Teams, utilising best practice. In addition I was responsible for the following:

    Overall management of a number of Global Service Desk's and their associated teams. 

    Supporting the latest technologies within a digital, user focused environment.

    Ensuring Technology services are delivered in a repeatable way , including the provision of progress and updates of any in-flight service requests

    Driving the design, development, maintenance and adoption of service desk support tools and processes – including the Service Catalogue, ServiceNow ITSM tool, Self Service, Orchestration and Automation.

    On-boarding of and transition of new services into Support.

    Drive continuous improvement to support engagement, efficiency and collaboration across the Service Delivery function

Driving Service Improvement Plan's for the area and ensure these are clearly understood and communicated through regular Service Review meetings and events

    Plan, agree and participate in scheduled BCP/DR exercises.

    Working closely with and supporting Senior Stakeholders with both day to day and transformative activities. 

As the Global Senior Service Desk Manager I had experience of leading a large Service Desk operation for a large Pharmaceutical client. 

    Extensive knowledge and experience of ITSM methodologies and implementation, with a clear vision for the future of Service Management, inspiring others to work towards that vision.

    Excellent People Management, motivating and influencing skills.

    Overall management of large Service Desk teams

    Delivery of change including process, technology and culture

    Budget Management skills

Senior Service Manager

Responsible for the Regional Service Management of AstraZeneca a key international account for Computacenter.
  
My responsibilities include:

•	Responsible for the transition of staff from IBM to CC for the UK Region.
•	Working closely with Barcelona service Desk to provide a seamless service.
•	Work with peers (External suppliers) from the US / Sweden to provide a global offering.
•	P&L and budgetary responsibility for the UK / France. .
•	Management and development of a UK / France site based team including Delivery Managers and Team Leaders and working closely with our ISP Technical Resource Group 
•	Responsible for the management of SLA and KPI’s and Customer Satisfaction and production of regular customer service reports.
•	Working in collaboration with other suppliers as part of an Eco-system Model.

Responsible for the transition, transformation and ongoing Service Management of Bentley Motors a key account for Computacenter.

My responsibilities included:

•	Responsible for the transition of contract from the incumbent supplier and Tupe transfer of staff and the implementation of tools and systems to manage the service effectively.
•	P&L and budgetary responsibility for this service including targets for non-contractual revenue generation and cost recovery management in conjunction with close collaboration with the Account Director on new business opportunities..
•	Management and development of a site based team including Delivery Managers, Service Desk and 2nd line staff. Together with  responsibility for a number of Internal Service Providers 
•	Responsible for the management of SLA and KPI’s and Customer Satisfaction and production of regular customer service reports.
•	Introduction and management of new services using meticulous Change Control processes. 
•	Provide Problem and Major Incident Management support and root cause analysis for service issues.
•	More recently responsible for Severn Trent Water and Tradeteam customers and management of two additional Service Delivery Managers.
•	Industrialisation Champion for the Central Region and developed the Heat map used by all Service Managers in the UK.
•	Exiting portfolio is a TCV of £3.4 Million

Service Manager

Responsible for the Bid, Service Introduction, and ongoing service management of a number of complex 
services for the NHS contract. Working on the “Spine Infrastructure” which is the core technical 
platform that supports the NHS service and more recently the UK Service Desk centre which provides 
1st / 2nd line support for the health and non-health contracts. The environment is currently BS15000 
accredited and I am a key stakeholder engaged in the upgrade to ISO20000. All services are implemented 
using the Service Level Management framework.
  
My responsibilities include: 

•	Responsible for the implementation of Disaster Recovery / Business Continuity for the UK Service 
Desk whilst utilising the latest framework and guidelines from ISO20000
•	P&L and budgetary responsibility for all services under my control including service revenue 
generation in conjunction with cost recovery management.
•	Direct staff management and matrix management of cross-functional teams to ensure BT meets
and exceeds its Service Management targets whilst maintaining a “customer focused” culture.
•	Delivery of all new and existing services using ITIL best practice guidelines and BS15000
•	Introduction and management of new contracts / services including the implementation of SLA’s, 
OLA’s and contract variations.
•	Working closely with the Bid and Commercial teams on new and incremental opportunities.

Senior Service Delivery Mgr

Fujitsu

Responsible for Service Delivery on a number of Fujitsu’s strategic Telco Accounts.  In summary 
this includes Orange, France Telecom, BT, Thus and O2. Service Revenue to exceed £15 million 
during this financial year.

My responsibilities included: 

•	Overall P&L for the above accounts.
•	Direct management of a team of 3 Service Delivery Managers including reviews and appraisals.
•	Ad-hoc revenue generation and cost control across all services.
•	Matrix management of cross-functional teams including consultants, Technical support and 
Service Desk staff.
•	Management of all new projects and provision of Bid support to Sales and Account Managers
•	Deliver service using ITIL best practice.
•	Management of external suppliers and management of contract renewals.

Lead Service Manager

Memorex Telex UK Ltd

Managing Memorex-Telex service accounts within the North West of England whilst promoting good 
customer satisfaction and ensuring they are viable and cost effective.
The following were key functions of the role,

•	Business Development	•	Contract Renewal / Warranty Conversion
•	Escalation / Problem Management	•	Regular customer service reviews
•	Primary interface for other departments.              i.e. Sales Department	•	P/L responsibility for total area together with key Major Accounts

Service Business Manager

A Senior Service / Business Manager with more than 20 years experience in the
service support environment at management level.
A proven track record in generating service income and running a profitable
operation. A creative, innovative individual with the credibility and the
authority to initiate and manage change.

davidbrush733@btinternet.com

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