CBU Director

• Jan 2022 - Present

Client Business Unit Director

Customer Service Director

• Oct 2015 - Jun 2022

I am the Customer Service Director for high value, strategic clients.Responsible for a team of Customer Service Managers based in all 4 corners of the globe, I ensure we provide a fully managed Service in the most challenging locations around the world. I ensure service performance and reliability for all services including SDWAN underlay & overlay, WAN (VSAT & terrestrial), Security, Datacenters and Application Optimisation. I maintain a strategic view of the accounts with regards to governance as well as P&L.

Team Lead - Senior CSM Switzerland

• Apr 2013 - Oct 2015

I am both a Senior Customer Service Manager servicing the International Committee of the Red Cross and also the Team Lead for the Customer Service Manager team in Switzerland (Geneva & Zurich). In this varied role I am responsible for the global service provided by Orange Business Services for the ICRC consisting of VSAT and terrestrial connectivity, Riverbed WAN optimisation hardware, Fortigate endpoint security and Cisco routing. I lead a dedicated team of Service Managers around the globe who service the ICRC account around the clock. The role is extremely varied and requires an organised approach to the proactive tasks as well as a highly reactive flexibility. The ICRC have a unique set of demands due to their extremely challenging locations in warzones, politically unstable areas as well as geographically remote locations. Presentation to Exec level is a regular occurrence as well as managing the internal stakeholders to ensure maximum performance and availability of the service. I am also the CSM Team Lead which allows me to continue to develop my people management skills. I lead teams of CSMs in Zurich and Geneva providing Service Management to all of Orange Business Services' Swiss based customers. I report to the Head of Service Management Switzerland and perform duties such as conducting performance reviews, team coaching, technical lead and day to day management of the team.

Infrastructure Manager

• Sep 2010 - Oct 2012

Technical Manager

• 2009 - Sep 2010

IT & Communications Manager

• Jan 2003 - Jan 2009

IT Support Engineer

• Aug 1999 - Dec 2002