Richard Howes

Process & Service Improvement Lead at NAK Consulting Services Limited
  • Claim this Profile
Contact Information
us****@****om
(386) 825-5501
Location
UK
Skills

Topline Score

Bio

Generated by
Topline AI

5.0

/5.0
/ Based on 2 ratings
  • (2)
  • (0)
  • (0)
  • (0)
  • (0)

Filter reviews by:

You need to have a working account to view this content. Click here to join now
Alka Yadav

Richard and I worked closely as a part of account team for last 2 years. He has a strong work ethics, customer centric approach, and is very professional. He is very reliable and trustworthy. I have first hand experience that Richard puts client interest first and go above and beyond to deliver exceptional services to his client. I highly recommend Richard for any organisation who is looking to build a long-term partnership with their customers through excellent customer service.

Ludwig Schick

Richard is part of my team for 2,5 years now. His work ethic and relentless motivation to learn new topics and take over responsibility made him a member of our Public Cloud core team. In this role Richard has developed our client base as well as supporting the wider team. Richard is always motivated, hard worker and takes the customer in the center of everything he does. I would recommend Richard unconditionally and would always hire him again in the future

0

/5.0
/ Based on 0 ratings
  • (0)
  • (0)
  • (0)
  • (0)
  • (0)

Filter reviews by:

No reviews to display There are currently no reviews available.
You need to have a working account to view this content. Click here to join now

Credentials

  • Microsoft Certified: Security and Compliance Fundamentals - SC900
    Microsoft
    Mar, 2023
    - Sep, 2024
  • Microsoft Certified: Azure Fundamentals - AZ-900
    Microsoft
    Mar, 2021
    - Sep, 2024
  • ITIL Intermediate - Service Transition
    AXELOS Global Best Practice
    Jul, 2019
    - Sep, 2024
  • PRINCE2 Foundation
    AXELOS Global Best Practice
    Dec, 2017
    - Sep, 2024
  • ITIL Intermediate - Service Operation
    AXELOS Global Best Practice
    Dec, 2015
    - Sep, 2024
  • ITIL Foundation
    AXELOS Global Best Practice
    Jun, 2014
    - Sep, 2024
  • Google Cloud - Digital Leader
    Google
    Nov, 2022
    - Sep, 2024

Experience

  • NAK Consulting Services Limited
    • United Kingdom
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Process & Service Improvement Lead
      • Apr 2023 - Present
  • Ensono
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Senior Client Success Manager/Service Delivery - Public Cloud
      • Dec 2021 - Mar 2023

      Ensono are a global Managed Service Provider focusing on Public Cloud, Cloud Native, Private Cloud, Co-Location and Mainframe technologies. I am responsible for the management of 5 key Ensono clients, covering Private Cloud/DC Services and public cloud (GCP, Azure and AWS). My role is to be a client advocate, ensuring Ensono are delivering the contracted services as a bare minimum. Relationship management and ITSM reporting are also key parts of this role. I implement Service Improvement Plans and drive internal improvements to benefit clients. I also work with the project team to oversee client projects and be the voice of the client. Projects are delivered by consultant and DevOps teams using Agile methodologies. Show less

    • Senior Client Success Manager/Service Delivery
      • Jan 2020 - Dec 2021

    • Head Of Service Delivery
      • Jan 2018 - Jan 2020

      NAK are a systems integrator, focusing mainly on Datacentre and Networking. Responsible for the management, planning and delivery of Service Delivery, and Service Desk functions at NAK. Manage a team (Service Desk, Desktop, Security Operations). Services included technical support, build/deploy computers, asset management, mobile device management and processing security requests. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, terminations, performance appraisals and promotions. Actively manage the service clients receive, ITIL process ownership, Service and Relationship Management of all of NAK’s key clients. Furthermore, responsible for optimising the setup of a new offshore team located in the Philippines. Led and developed the team to meet the business needs whilst ensuring effective communication and efficiency.• Create rigorous and comprehensive quality assurance programs to provide timely and quality-based customer solutions/implementations.• Met with internal/external clients to consult on technical solutions, project planning, issue resolution, and implementation assessments.• Implement process-oriented work streams for service delivery.• Design and develop a comprehensive metrics tracking system to monitor service delivery performance, customer metrics, LOB metrics, and this tool provided senior management reporting.• Develop effective client relationships which led to high client satisfaction scores.• Ensure the clients and department budgets are managed and profitable.• Actively involved with the transition of new clients, ensuring the client receives an excellent service from the outset of their engagement with NAK.• Take responsibility for the management of all major incidents across the customer base. Show less

    • Service Delivery Manager
      • Sep 2013 - Jan 2018

      In this role I was responsible for the service clients receive, ITIL process ownership, Service Desk team management and Service Management of NAK’s key client. I was responsible for ensuring NAK customers receive a consistent, repeatable and scalable service that exceeds customer expectations. I closely monitored customer satisfaction and SLA’s with a view to constantly improving service. I provided detailed reports at the start of each month to the key client and internally, adding value to the account through proactive Service Management. Within this role I also performed 2 virtual roles - Major Incident Manager, and Change Manager. I ran a fortnightly Change Advisory Board meeting, with attendance from all key stakeholders across the business. I also created the core ITIL Service Operation processes for NAK and ensured they were regularly updated in line with client and business needs. I also ran a team of Service Account Managers who are responsible for the Service Management of all other NAK clients. For new clients, I was involved from the pre-sales stage, through to transition and management. This ensured the client received an excellent service from the outset of their engagement with NAK. Show less

  • COVIEW SOLUTIONS LIMITED
    • United Kingdom
    • Telecommunications
    • 1 - 100 Employee
    • Service Manager (Contract)
      • Apr 2013 - Sep 2013

      Coview are an IT engineering company who have a strong relationship with BT. My role was to strengthen the relationship between Coview and their Satellite Communications (GeoComms) customers. This involved ensuring the correct contracts and processes were in place to help ensure effective service delivery. I also introduced monthly reporting in to the accounts, this allowed the customers to have a better understanding of the service, it also allowed Coview to demonstrate the value they were adding. Show less

  • Risual Limited
    • United Kingdom
    • IT Services and IT Consulting
    • 100 - 200 Employee
    • Managed Services Specialist
      • Oct 2012 - Mar 2013

      Risual are a Microsoft Gold Partner, my role was to sell Risual’s Service Desk offering to both existing and new clients as well as maintaining and growing existing relationships. The role was primarily focused around the commercial sector. I built relationships with key clients quickly as well as working to greatly improve the service portfolio. The role was field based and required extensive travel within the UK. Risual are a Microsoft Gold Partner, my role was to sell Risual’s Service Desk offering to both existing and new clients as well as maintaining and growing existing relationships. The role was primarily focused around the commercial sector. I built relationships with key clients quickly as well as working to greatly improve the service portfolio. The role was field based and required extensive travel within the UK.

  • Hewlett Packard Enterprise
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Account Delivery Manager
      • Jun 2006 - Oct 2012

      Working in a team of 3 account delivery managers I was responsible for 40 contracts with a combined value of £2.5m (annual order value). They were all hosting, co-location and business continuity contracts, HP provide a range of services from kit being shipped to site in the event of a disaster through to high end replication and back up software solutions. The hardware involved can be a basic PC through to enterprise servers and SAN solutions. My role was to ensure the contracts were well maintained whilst constantly looking for growth opportunity through continual service improvement and relationship building. I was also involved in contract negotiations and regularly worked on tenders for both existing clients and new logo. My clients included several blue-chip clients alongside household names. On a daily basis, I dealt with all customer service and support requirements in addition to building and maintaining excellent customer relationships, typically dealing with IT Managers, IT Directors, CIO’s, Operations Managers and Financial Directors. Show less

  • Britvic Soft Drinks
    • Account Manager
      • Jun 2005 - May 2006
  • Nestle
    • Switzerland
    • Food and Beverage Services
    • 700 & Above Employee
    • Account Manager
      • Jan 2004 - May 2005
  • ETC - An SDG Company
    • Account Manager
      • Sep 1999 - Dec 2003

Education

  • Knowledge Academy
    2014 - 2017
  • Baverstock GM School, Kings Heath
    8 GCSE's grade C, including English Maths and Double Science
    1991 - 1996
  • JP College, Birmingham City Centre

Community

You need to have a working account to view this content. Click here to join now