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Operations Director

Operations Director

Work Experience

Senior Manager who has achieved considerable business success through directing, influencing and developing professional teams and planning and implementing leading edge management processes and networks in UK, Europe, the Far East and Central America.
Particular strengths include:-
• Identifying business objectives within changing markets, developing and implementing strategies to improve performance, enhancing customer service and reducing costs.
• Building and leading well motivated teams, which have consistently achieved objectives in a T.Q.M. environment.
• Forecasting, monitoring and analysing budgets, identifying and implementing cost savings, working within tight financial constraints.
• Communicating effectively using written, oral and graphical presentation techniques to individual or multiple audiences of managers and engineers.
• Ability to work in a high-pressure consultancy role, facilitating change within a telecommunications environment.
• Experience of Project Managing new system implementation to tight time-scales and within budget.
• Successful Interim Management at a senior level.
• Tender evaluation and Network Design.
• NOC Operations and build for GSM and GPRS mobile networks.
• Proven ability at Director level, building and leading a team and having full P&L Responsibility.
CAREER SUMMARY
CEO PCA Palmindo Sept 2003 to Present
Operating own business trading palm tree fruit bunch and acid oil in Sumatra Indonesia. Full responsibility for P&L and all aspects of operating the company. Six permanent local people and several people employed on a casual basis.

Project Director with PT Reime Indonesia – GSM Network Nov 2002 to Aug 2003
(OpConsult/Reime)
Having full P & L responsibility for the creation, leadership and management of a new company set up to work in partnership with Ericsson Indonesia to develop an existing GSM Mobile Network for the biggest Mobile Company in Indonesia Telkomsel. Project included all work from Site Acquisition through to “On Air”. First year turnover forecast to be around $20m US. Team recruited ranged from Site Supervisors and Project Managers to HR and Finance functions as well as administrative support. Total team of 55 including 49 local Indonesians and 6 ex-pat technicians and managers. Local offices set up in Pekanbaru, Padang and Batam with main Sumatra office in Medan. Head Office in Jakarta in Java providing the customer head office interface.
Consultant with Ericsson Mexico – GSM/GPRS Network March 2001 to March 2002
(OpConsult/Orap)
Providing management for the Network Operations Centre as interim NOC Manager and management support to the Network Operations Director during the build and operate phases for the launch of a new GSM and GPRS network in Mexico.
The full Network design would include over 4,750 BTS’s with supporting AXE platform switches and IT Systems for the leading mobile operator in Mexico - Telcel.
The areas managed covered Front Office, Back Office and Systems Admin teams – over 65 people.
Front Office comprised Surveillance, Planned Work and a Customer Care Interface - 24 people.
Back Office operations of all AXE platforms for Phases 1 and 2 included maintenance of 10 MSC/VLR’s, 3 HLR’s, 1 FNR, 64 BSC’s, - 9 people. For GPRS including the Service GPRS Support Node (SGSN) & the Gateway GPRS Support Node (GGSN) – 2 people.
Systems Admin for the Ericsson NMS i.e. OSS, Metrica, ROME, TeMIP and Trouble Manager – 12 people.
Intelligent Network Back Office support for the pre-paid systems, PPAS, SDP’S, IVR’s – 7 people.
Billing systems support for the Billing gateway (BGW), Service Order Gateway (SOG), Rating and Roaming (R&R) – 7 People. For Value Added Services, Voice Mail Service (VMS) and Short Messaging Service (SMS) – 2 people. Also 2 person team for Tigris (switched data) support – later to become High speed switched data (HSSD).
Involvement with most of these Systems and Platforms at a high level and also continually working with Telcel to ensure constant customer satisfaction and confidence in our operations.
Support for the team in encouraging effective project management with particular attention to time, cost and quality during the build and acceptance phase as well as during the commercial operations phase. Work on documentation including processes and procedures for the NO&M organisation and organisation structure design. Production and presentation of reports on progress to Senior Managers within Ericsson and Telcel. Support for the production of Management and operational Statistics. Production of within project business cases.
Consultant with 186k Ltd. Aug 2000 to March 2001
(OpConsult/Blue-Chip)
Initially providing support for the client (new telecom start-up company) in obtaining and evaluating tenders from the 5 main Telecom Network suppliers for a new DWDM, SDH, ATM/FR, IP routing and Voice over IP Network solution within the UK. The network utilised over 2,000 km of optical fibre following the British Gas high-pressure cross-country pipeline infrastructure. Latterly, after contract signing, providing the co-ordination of all technical contract issues as the Interim Vendor Liaison Director, providing leadership of the electronics design team as required.
Consultant to Director Operations Energis N.V. April 2000 to June 2000
(OpConsult/Intercai)
Managing the handover from the previous role as interim Operations Director to a new permanent employee. Several consultancy projects including improving the effectiveness of technical training and the optimisation of contract work.
Director Operations Energis N.V. Netherlands Dec 1999 to April 2000
(OpConsult/Intercai)
Interim Management appointment providing leadership and change management expertise to move the Company forward as a fully owned subsidiary of Energis UK. New initiatives to strengthen management structure network monitoring, maintenance and provisioning particularly within an enhanced Datacom/Internet environment. Role covered operation of Lucent SDH network including DWDM, Siemens EWSD switches, 3COM/CISCO data modem pools and CISCO ATM network as well as managing the VPOP (Virtual Point of Presence) Internet services. New “Vision” for the unit introduced and accepted by local technicians and UK Board.
Consultant to VP Operations Enertel Netherlands Aug 1999 to Dec 1999
(OpConsult/Intercai)
Providing consultancy expertise to assist Enertel to reorganise its operational units. Involved in Change Management issues and improving the processes, procedures and management structure to support the drive for enhanced customer revenues in a datacom and voice environment.
Project Manager – Germany for Worldcom July 1998 to July 1999
(PCS Consulting/SBA Consulting)
Providing Project Management for the introduction of a new order processing and Network utilisation database (F&E) as part of an International roll out to unify the provisioning of TDM,SDH, ATM and Frame Relay services. Based in Frankfurt and responsible for the achievement of time, cost and quality targets for its introduction throughout Germany. Responsibility for building and managing the exit of a team of up to 25 people and a budget in excess of $2M.






Associate Consultant for Cogent (NORTEL Group) March 1998 to July98
(PCS Consulting/In - Touch)
Providing co-ordination and direction for the introduction of Telephony Business processes within the Cable Franchises of UIH (United Industrial Holdings) throughout Europe. Leading role in the design of the 14 Business processes and supporting documentation.

Consultant in Düsseldorf Germany July 1997 to Dec. 1997
(PCS Consulting/In - Touch/ORAP Business Engineers)
Providing specialist telecommunications knowledge and support for the introduction of suitable performance measures, principally Key Performance Indicators (KPI’s) to provide the o.tel.o Directors with information about the efficiency of operations within the company. Took over the role of Work Package Manager (WPM) leading the work driving the package forward with minimal local support.
Consultant in Prague - Czech Republic October 1996 to June 1997
(PCS Consulting/J Peacock Consulting)
Leading the Local Access initiative for SPT during this period initially producing tender documentation during preliminary bid work for Process Re-engineering. Working with SPT Czech and Dutch colleagues in encouraging change within the Local Access environment. As part of a 7 man team in the Customer Provide and Repair process carrying out an audit within the Prague Region. Driving forward a Marketing initiative - the “Branch Office” (Customer Service Centre) concept for SPT, designing suitable processes and training Czech trainers.
Quality Systems Manager April 1995 to Sept 1996
(British Telecom)
Providing technical and Management Information Systems support. Introducing a new Client Server computer system to provide a UK wide computer database supporting Field Effectiveness with Quality (FEQ) as well as the technical and product support for the existing PC systems. Direct control of 2 managers. Linking business needs and program requirements using Business Analysis and in-depth process investigation. Using Matrix Management techniques to project manage and implement change with Zone customers. Providing facilitation within product and systems development workshops.
Quality Team Leader/Technical Support February 1994 to March 1995
(British Telecom)
Participated in a major initiative "Field Effectiveness with Quality " designed to maximise customer service whilst driving down operating costs. Leading a team of 15 people rolling out this change nationally. Provided technical support for the newly introduced products. Involved in extensive travel throughout the UK and working with programmers and consultants. Personally delivering and influencing using Problem Solving Team Building techniques within a workshop environment.

Field Operations Manager April 1991 to January 1994
(British Telecom)
Managing 203 managers, technicians and clerical support people dealing with the installation and maintenance of customer premises equipment and external network plant. Drove up repair technician performance by 42% and Installation technician performance by 38%. Improved staff morale as measured by CARE survey by 20% and encouraged work force to achieve annual field sales revenues of over £48,000. Running change management and leadership workshops.






Customer Services Manager (Bristol CSA) March 1990 to March 1991
(British Telecom)
Managing over 500 technicians and clerical support and 30 managers providing telephone repair and provision service to over 450,000 customers throughout Bristol and the surrounding area. Achieved 10% repair productivity improvements and 8% Installation productivity improvement for the year. Directing District Business Process Team (10 managers) with responsibility for Manpower Utilisation Surveys and Service Level agreements.

Transmission Operations Manager June 1989 to March 1990
(British Telecom)
Managing 523 Engineering Technical Grades, 23 First Line managers, 4 Second Line managers and supporting clerical people. Responsible for the provision and repair of the Local External Access Network for two thirds (650,000 customers) of BT Severnside District. Introducing Targeting, Goal Setting, Team Briefing, Total Quality Management and Departmental Analysis. Driving down faults by concentration on quality techniques.
Early Career Prior to June 1989
(British Telecom)
Steady career progression through junior, middle and senior management positions within BT. In depth experience in operational units including 7 years in Network Planning and over 10 years on Network Maintenance. Involved at a headquarters level managing projects and carrying out problem solving analysis for the Field Director. Gained sound engineering training as a technician involved in many areas of telecommunications including Exchange Switching, Local Access, Trunk and Junction Maintenance and the maintenance of private mobile radio equipment.


Education

ONC (Electrical Engineering) 1967
Full Tech. in Telecommunications 1973
BA Honours (2.1) 1989
Chartered Engineer 1991
Member of the Institution of Electrical Engineers


Skills

People Management, Change Management, Project Management, Vendor Management, Customer Service Management, Financial Management (Budgeting and Forecasting), Lecturing, Consultancy work, Meeting and Workshop facilitation, Marketing, Total Quality Management, Process Management, MS Project, MS Office, British Telecom, MCI Worldcom, Energis, Nortel (Cogent), Ericsson. At times managing teams of over 500 people and budgets in excess of £15m.

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