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Operations Director

Work Experience

ACCESSUK. APRIL 2002 – OCTOBER 2002
Telecommunications T/O – Startup
Director Network Deployment

Main duties:
A position reporting to the CTO of a broadband access startup business responsible for all aspects of the design and build of a UK national DSL access network.

Quantifiable benefits to employer:
RFQ preparation of DSL access network including ATM backbone and fully automated OSS.
Vendor evaluation and recommendation
Negotiation of turnkey supply contract
Project planning
Financial and network design modelling


Main Achievements:
RFQ preparation of DSL access network including ATM backbone and fully automated OSS.
Vendor evaluation and recommendation
Negotiation of turnkey supply contract
Project planning
Financial and network design modelling

BT SYNCORDIA SOLUTIONS. AUGUST 2000 – OCTOBER 2001
Telecommunications T/O – £1000m
Board Director for Business Improvement

Main duties:
A Board level position of BT’s £1bn turnover business with the charter to create the vision for all business operations and introduce best of breed approaches across all key job families in the business.

Quantifiable benefits to employer:
Quality improvement
Cost reduction
Improvement in customer satisfaction

Main Achievements:
Successfully managed and delivered first tranche of three year £25m e-business transformation programme targeted on productivity improvements of £10m pa coupled with dramatic improvements in customer satisfaction through pro-activity and responsiveness, 100% data quality and elimination of cost of failure.

BT SYNCORDIA SOLUTIONS. JAN 98 – JULY 2000
Telecommunications T/O – £500m
Head of Professional Resources

Main duties:
Direct report to Board Director of BT’s £500m turnover UK solutions business responsible for 250 technical, project management and outsourcing professionals and specialists responsible for pre- and post-sales delivery of major UK Corporate and Government contracts

Quantifiable benefits to employer:
Professional skills development
Retention
Business improvement

Main Achievements:
Raised professional standards and improved project delivery performance through the introduction of a structured development programme for all technical and project managers. Formal scheme accreditation gained from IPM, IEE and BCS in July 2000.
Led technical, operational and client relationship recovery programme for the business’s largest client contract from October 1998 through June 1999 after it encountered serious network stability problems. Achievement recognised with Business Excellence Award.
Conceived and secured Board-level support for business-wide strategy for radical e-business transformation and change programme and subsequently appointed to lead its implementation in April 2000 with direct accountability to the CEO.

BT MANAGED NETWORK SERVICES. MAY 96 - DEC 97
Telecommunications T/O – £180m
Board Director for IT Solutions

Main duties:
A Board level commercial position of BT’s £180m turnover solutions business with full revenue and profit responsibility to expand the data business into key new revenue opportunities in the UK Desktop Services and Intranet markets. The role covered business strategy, marketing, product management, commercial and technical development with a staff of 50 people.

Quantifiable benefits to employer:
New market development
Revenue growth
Margin enhancement

Main Achievements:
Recruited self-start teams to undertake pilot sales delivering commercial bids and contracts worth £8.5m in pilot wins by December 97.
Set up recruitment programme which brought in 30 people with key industry expertise.
Developed competitor and partnering strategy securing rapid entry into new market
Created full IT Solutions capability through negotiating new service provider contracts and key technology vendor partnering programmes
Created in-house collaborative programmes with developer BT’s IS Division and system integrator SHL to support the build project.
Set up and delivered cross-divisional programmes to build pre-sales support, delivery and operational capability to support new client contracts.
Specified and commissioned support system development resulting in pro-active service management and low unit cost through process automation.

BT MANAGED NETWORK SERVICES. NOV 93 - MAY 96
Telecommunications T/O – £150m
Board Director for Customer Service and Network Operations

Main duties:
A Board level operations director position of BT’s £150m turnover data network business managing 300 people with full responsibility for contact centre, service delivery and network build and operations.

Quantifiable benefits to employer:
Client satisfaction enhancement
Market development

Main Achievements:
Amalgamated the Customer Services and Network Operations organisations in a move designed to respond to increased market and client expectations of managed services.
Successfully reorganised the entire unit along end-to-end process lines creating single responsibility focus for end-to-end delivery.
Deployed a continuous improvement framework which delivered real, year on year improvements in market and client satisfaction.
Introduced Frame Relay and Router technologies into the service portfolio to capture the major UK corporate accounts in the retail banking sector which took our major client revenues to over £100m pa by the end of the period.
Negotiated the sale of the North American data business to MCI in January 1994 as part of BT’s US Joint Venture.
Created the Concert tri-partite agreements with BT and MCI for the global data services which formed the commercial framework for pre- and post-sales support worldwide.
Other initiatives included programmes covering empowerment, data integrity and IT infrastructure strategy.

BT MANAGED NETWORK SERVICES. JULY 90 - NOV 93
Telecommunications T/O – £120m
Board Director for Network Operations

Main duties:
A Board level operations director position of BT’s £120m turnover data network business managing 100 people responsible for network operations with £60m annual budget.

Quantifiable benefits to employer:
Business improvement

Main Achievements:
Delivered profitable growth for the business through integration of UK and Global network business and extension of operations into Europe using Paris-based team.
Defended UK market share with 25% unit cost reduction programme by driving downsizing and automation initiatives.
Acting CEO for six months exceeding all year-end targets for revenue and profit.
Awarded Outstanding Achievement Award by MD BT Business Division in September 1993.

BT MANAGED NETWORK SERVICES. FEB 89 - JULY 90
Telecommunications T/O – £50m
Head of Technical Services

Main duties:
Direct report to Board Director of BT’s £50m turnover data network business responsible for 40 technical professionals with overall technical responsibility for BT’s managed data services including standards, planning, quality assurance, technical support, supplier management and network management development. Commercial responsibility for bid design and operational costing, and support agreement negotiation with key vendors.

Quantifiable benefits to employer:
Vendor contract negotiation

Main Achievements:
Negotiated improved supply and support contracts with core equipment vendors.
Led operational due diligence in US and UK for BT’s acquisition of Tymnet from McDonnell Douglas. Assimilated the newly acquired Tymnet team into UK Network Operations.

Education

MIEE

1970-73 - Emmanuel College Cambridge Starred First Class Degree in NaturalSciences Part 1, Electrical Sciences Part 2, Top of Tripos Prize.

1962-70 - Chelmsford Grammar School - 2 'S' Levels, 4 'A' Levels, 10 'O' Levels

Skills

RFQ preparation; DSL access networks; ATM backbone; fully automated OSS; Vendor evaluation and recommendation; Negotiation of turnkey supply contracts; Project planning; Financial and network design modelling; Business Improvement programmes; business transformation and change programmes; business strategy; marketing; product management; contact centre management; service delivery management; network build and operations management; continuous improvement; IP; Frame Relay; Router networks; Marconi; Alcatel; Lucent; Cisco

Languages

English

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