PROFILE
i am an ITIL accredited service professional, with over 18 years’ experience working in the Telecommunications Industry. In my most recent role I worked as a Global Service Manager for Vodafone Global Enterprise (VGE), hosted by Safaricom Limited based in Nairobi, Kenya. As well as managing the complex service requirements of Vodafone’s largest global customers, I also managed the end to end service relationship across Vodafone operating companies, affiliates and partners in all geographies where my customers operated. I have specialist knowledge of total communications technology across global markets, direct experience working with 3G and 4G data services, MPLS, VSAT, Cloud hosting, Machine 2 Machine and Unified Communications.
Strategic Service Management High Revenue Accounts
Project Management Cross-Cultural Awareness
Service Improvement/Development Plan Virtual Team Management
Service Level Agreement Management Global Expertise Europe and Africa
Root Cause Analysis
PROFESSIONAL EXPERIENCE
November 2015 to Date
PROJECT MANAGER AND FUNDRAISER – MULTIPLE CHARITIES
Global Project Management. I support multiple charities including Huru International and Sports for Change on a voluntary basis by project managing fund raising activities. This involves creating and managing a time-based project plan, actioning resource allocation, controlling costs in conjunction with the budget and coordinating all elements of the project work streams globally. In addition I help with developing and running mentorship programs and securing sponsorship to give impoverished children access to a school education.
March 2013 to September 2015
GLOBAL SERVICE MANAGER
VODAFONE GLOBAL ENTERPRISE (VGE) AFRICA
Continual Service Improvement. I proactively drove service improvement initiatives across high revenue global accounts. Constantly looked for ways to work more efficiently; I worked with the United Nations to help improve their incident management and fault reporting process across Africa. This involved analysing 6 months of SLA data to understand underlying issues, collating feedback from regional IT officers and initiating discussions with the UN’s Africa CTO to agree on priorities for a SIP and a roadmap for further proactive service development initiatives I was also instrumental in helping the global account team retain business on a regular basis. For example a local contract worth 1 Million Euro (10 Million TCV Globally) was at risk, I launched a SIP to remove all major service issues, I worked with service teams across multiple locations and changed the customer’s perception. I also made recommendations for further service enhancements which would facilitate revenue growth such as increasing visibility of usage costs via the introduction of .improved reporting and spend analytics tools; these were included in a formal proactive sales proposal.
Country SPOC. Acted as a single point of contact for service escalations coming into Kenya from the global service community. I supported with the speedy resolution of network incidents in accordance with SLA and OLA metrics. Facilitated Opco enablement through educating local stakeholders on VGE’s service model and how it could be adapted to local market requirements, I also drove new process adoption.
Service Level Agreement (SLA) Management. Demonstrated a sound understanding of the SLA and the associated contract for allocated accounts in order to drive a high level of performance from all areas of the global business that impact the SLA. Effectively managed customer expectations in relation to the service performance and have end-to-end accountability to align performance with the agreed SLA terms and conditions. I worked with local in country service teams to ensure all service metrics were met. Organised and led regular customer review meetings including quarterly business reviews.
November 2002 to March 2013
NATIONAL SERVICE MANAGER
V ODAFONE UK AND VGE (UK)
Strategic Service Management. Pro-actively identified service development opportunities within high value accounts. Liaised with Sales team to formulate service strategies in conjunction with the overall account plan.
Used ITIL best practice and development plans to simplify processes and drive new initiatives into the customer’s environment. Successfully completed a major account restructure for a customer which completely transformed the way they worked with Vodafone. The improvements delivered included a more efficient billing structure, reduction of paper billing, increased use of the online ordering and reporting system. The restructure resulted in less billing errors, faster payment of invoices and increased revenue
Debt Management. Worked closely with the corporate credit control team to ensure that invoices were paid within the agreed payment terms. Proactively identified and resolved service issues that prevented invoices from being paid on time
Incident Management. Acted as a single point of escalation for network related incidents. Liaised with various stakeholders to ensure a speedy resolution and that the root cause of the fault was addressed
Service Review Meetings. Organised and led regular customer review meetings, directed strategic service aspect of account plan, reviewed service performance against SLA reports and discussed service improvement initiatives
Service Excellence Best Practice Sharing. In addition to my day-to-day responsibilities, I was actively involved in driving service improvements by being an ambassador for service excellence, sharing best practice with colleagues and customers alike whilst positively impacting the net promoter score (NPS – metric which measures customer satisfaction)
KEY SKILLS
Excellent communication and analytical skills reinforced by an eagerness to learn
Excellent presentation skills and the ability to communicate at all levels including C-Level
Experience of managing a virtual global account team and significant experience in customer relationship management
Excellent commercial awareness and significant experience in dealing with high revenue accounts
Excellent project management and stakeholder management skills
Good spoken and written French and Spanish
QUALIFICATIONS
1992 – 1996
South Bank University, London
BA (Hons) Modern Languages and International Business. Result: 2:2
June 2006
Prince 2 Foundation
September 2006
ITIL – IT Service Management Foundation
December 2008
ITIL – IT Service Management Practitioner
