European Head of Service Design

• Sep 2018 - Present

Manage a team of Global Service Architects. Providing leadership on our Service Design Strategy and managing a sales pipeline of €30m+, responding to all EMEA led Global and International deals coming into Ricoh. We design the global IT Support and Service Governance structures and Resource Cost Models for bid submission. Providing sales support, Customer presentations, contract and negotiation and supporting initial stages of Service Transition. Train departments on Service Design tools and methodologies.

Global Service Architect

• Sep 2015 - Aug 2018

First Service Design Architect position in Global Services, designing and building the foundations of our Service Design department from the ground up. Leading a team to create the Service Catalogue, Customer facing documentation and using ITIL best practice to create all Operations Process templates. Led multiple streamlines including the design and implementation of a Customer Facing Service portal for Service Delivery Managers. Working in the Pre-Sales phase responding to all Global customer bids with a Resource Cost Model and supporting the bid responses.

Global Service Manager

• Oct 2011 - Aug 2015

Service Account Manager

• Feb 2009 - Oct 2011

Desktop Manager

• Jun 2008 - Feb 2009

Desktop Manager

• Jun 2007 - Jun 2008

Responsible for both Offices in High Wycombe and London Sites, supporting 2000+ End Users and Manager for 14 direct reports, providing IT Services - Helpdesk, Desktop Support and Application Services. Designed a brand new Strategy for the team, showing positive improvements on SLAs, Service Delivery, Stakeholder Management and team performance. Supported KMPG audits. Put in place the Service Catalogue, and documented Operations processes.

Desktop Technician

• May 1999 - Jun 2007

Provided Incident support on all Laptops and Tablet PCs across the whole of the UK. Implemented Operations Processes and led the review group. Wrote all Laptop Installation Guides. Supported the implementation and configuration of the Remedy Toolset.