ALCON NOVARTIS June 2013 - December 2013Project Management & Organisational transformation: Led & Support the effective delivery of a global IT Service Management implementation (BMC Remedy solution).
ABN AMRO June 2007 - July 2010Following the take over and break-up of the ABN AMRO Group; managed vendor performance for the transition to regional organisations. Developed, implemented, evaluated and supported new and existing products and services, supported the operational organisation to deal with contractual issues, chaired monthly service reviews and assisted in the production of the service catalogue and forecast.
GLOBAL SERVICE DELIVERY MANAGER
UNISYS December 2005 - May 2007Managed several global customers for outsourcing engagements (service desk, field management and request management) according to the ITIL methodology and provide the single point of contact for all elements of the customer engagement with full accountability for performance against SLA’s and KPI’s.
SENIOR EMEA SERVICE MANAGER
BRITISH TELECOM November 2003 - May 2005Supported BT’s largest European customers with all operational issues; single point of contact for the management and operations of customer engagements including service management, fault, ticket handling, reporting, customer satisfaction and the escalation of major issues. Fully accountable for performance measured against SLA’s and KPI’s.