Experience

Peacock Engineering Ltd

• United Kingdom
• Software Development
• 1 - 100 Employee

• Chief Support and Service Officer

  • Jun 2019 - Present

  *Now responsible for the entirety of the Managed Service contract solution portfolio, including support services; hosting provision services, licensing provision services; infrastructure services and maintenance of hosted estates; and implementation and delivery setup-of-system consultancy services.*Now responsible for personnel management, strategy setting and progression of 2x divisional managers: Support Manager and Infrastructure Manager.Strategic role in defining new service offerings; new routes to cloud services for the sales operation; design of new streams for procurement of new business; new process definition and business efficiencies. *Full responsibility of the profitability of upwards of 20+ Managed Service client contracts of varying sizes and revenues, including multiple blue-chip nationwide utility service providers, FM companies, and pharmaceutical industries, some of which involving in excess of 4000+ user systems.*Responsibility for all billing of clients in connection with pre-determined billing schedules on Managed Service contracts.*Responsibility for the drafting, drawing-up and authoring of all client Managed Service contract documentation; responsibility for all aspects, elements and levels of the negotiation of such contracts; working with procurement, legal and technical client departments in order to negotiate such contracts; and the authoring and ownership of the organisation’s overall Master Services Agreement framework document. Show less

• Support Services Manager

  • Aug 2016 - Jun 2019

  *Overall managerial responsibility for upwards of 15+ client support contracts, including full responsibility for contract performance and profitability. This involved a mixture of client on-premise and Peacock Managed Service hosted systems.*Responsibility for creating and maintaining personable and meaningful business relationships with supported clients, including regular meetings with clients on-site to undertake service reviews and to review support uptake, themes, bottlenecks, and commonly-occurring support incidents.*Responsibility for the billing of supported clients for chargeable support services. *Responsibility for ensuring all support commercials and processes are completely transparent and auditable.*Responsibility for the drafting/creation and negotiation of support contracts and agreements for new clients and the renewal of agreements for existing clients through their next term. *Responsibility to work with the sales function in pitching/selling new support terms/contracts/proposals. Highly demonstrable tender process experience.*Management of a 24/7 support desk through multiple international office locations on a follow-the-sun basis.*Responsibility to produce, manage and maintain self-access web-based analytics (IBM Cognos Business Intelligence) so that clients can utilise automatically-produced metrics and statistics about their usage of the support services to make informed business decisions.*Responsibility for support helpdesk’s adherence to SLA targets and for reporting of service delivery actuals against SLAs to director-level. *Responsibility for identifying, tracking and reporting service desk KPIs for performance against criteria such as reduction of waste, performance to contractual commitments, reduction of incident and service request ticket TTR, and utilisation of billable resources. Show less



AMX by HARMAN Europe

• United Kingdom
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• European Technical Support Manager

  • Jan 2011 - Aug 2016

  *Harman is a global manufacturer of audio, routing and control equipment for the automotive, professional audio, stadium and large venue markets. Harman includes brands such as AKG, JBL, Crown, Martin and AMX.*Direct management of 7 reports in UK helpdesk/on-site teams.*Indirect, process management and matrix management of a further 11 staff in international in-country teams.*Strategic management, planning, and alignment of team operation to commercial needs and the higher-level strategy of the Strategic Business Unit.*Collaboration with UK direct and mainland-European sales teams and directors.*Management and coordination of resources, both internal and external, matrix and direct, across both the UK and mainland Europe, to deliver business services.*Management of systems and processes: helpdesk and telephony technologies, engineering track ticketing systems and extensive experience with Dynamics CRM. Strategic alignment of remote teams to the same systems, platforms with reporting and processes. Role of ‘change champion’ throughout all teams as systems and platforms change.*To pursue a constant ethic of continuous quality improvement and enhancement, managing both transactional and transformational change to recognised practises where required.*Provision of service strategy, service delivery, helpdesk provision, and provision of on-site technical resource on client and end user premises throughout Europe. Show less

• Technical Support Manager

  • Jan 2005 - Jan 2011

  Asked to take responsibility for running a new Technical Support helpdesk and on-site programming/commissioning/installation resource operation. Began to grow team in the UK.

• Senior Software Engineer

  • Jan 2000 - Jan 2005

  Management of software team members in a structured project management methodology environment. Responsibility for software project delivery and resource allocation.



City of York Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Transport Information Coordinator

  • Jan 1998 - Jan 2000

  Data gathering, handling, analysis and reporting relating to public transport use in York. Data gathering, handling, analysis and reporting relating to public transport use in York.



RR Donnelley

• United States
• Advertising Services
• 700 & Above Employee

• Information Coordinator

  • Jan 1996 - Jan 1998

  Data handling and analysis relating to logistics and distribution projects. Data handling and analysis relating to logistics and distribution projects.