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Director Customer Service, Call Centre and Helpdesk

Director Customer Service, Call Centre and Helpdesk

Work Experience

May 2003 to July 2006
Business Consultant/Director of Global Support Centre Operations – Siemens Business Services
Engaged initially to provide consultancy support to Siemens country management in Turkey in establishing a 300 seat customer service centre in Istanbul for a major global client. In addition to the establishment of the People, Process and Tools required for this multilingual site I was also tasked with sourcing, recruiting and mentoring a local operations manager. Subsequently appointed Director of Global Operations with responsibility for ramp up and performance of operations in Toronto, Milan and Singapore in addition to the Istanbul site. Global organization of c. 800 specialist staff supporting 12 languages. Recruited and mentored the replacement for this position.

Processed owned a major and sucessful six sigma project across the global centres.

I took the first 6 months of 2005 out, and was then invited to return and help establish a major new CIC location for Siemens in Manila, the Philippines. This project was completed on time, on target and at the required quality gates and resulted in the establishment of Siemens’ largest single customer service location at c. 500 seats and growing to 1500 by end 2007.

Built and led a Team with particular responsibilities for Training, QA and Process Improvement as well as Operational Delivery whilst increasing overall customer satisfaction for Siemens’s premier global client.


January 2002 to May 2003
CSC Automation Project Manager – IBM EMEA
I led a team of professionals responsible for identifying “Best Practices” across IBM EMEA´s 12 Customer Service Centres and then adapting these to fit local culture. Specialising in Customer Satisfaction and Call Centre process issues. Projects have included the development and deployment of new processes to gauge, and improve Customer Satisfaction and to increase Helpdesk efficiency. Delivered to several global and international accounts including ICI, Cable and Wireless, HboS.

Member of the IBM EMEA CSC Strategy Review Board which is the governing “Best Practice” body of the organization in EMEA.

Peer elected member of the IBM Netherlands Leadership and Growth Team, responsible for the Leadership Development of c. 500 IBM Managers and Leaders including workshop and preparation of training materiel.





June 2001 to January 2002
Assignment IBM UK (North Harbour)
CLS Project Helpdesk & Delivery Consultant
I joined the Delivery element of this major and troubled project at the request of the IBM Global management to provide consultancy support in the formation of the IBM Service Desk and to assist the customer (CLS Bank Plc) in setting up their delivery support model. This project was considered to be one of IBM’s top projects and was managed at board level. My initial appointment was for 2 months and I was then asked to continue to execute the recommendations I had provided. Aside from the delivery elements (process, staffing and scheduling, performance measurement, KPI) much of my time was spent mentoring the local management.

March 2000 to May 2001
Assigned to IBM Ireland from IBM Nederland NV
IBM EMEA CSC Central Helpdesk Manager
The IBM EMEA Customer Service Centre provides End User support to 115,000 end users and fields c. 80,000 calls per month. Main areas of support are Microsoft OS, Lotus Notes, connectivity and other applications.

Responsible for ensuring the successful transfer of the English Language Support Team (c. 120 staff, supporting 22 countries) from Zoetermeer to Dublin as part of a major consolidation project.
My role was primarily operational, leading our front office team, duties include:
Interfacing with the Problem & Change Management teams and the drawing up of relevant DOU´s.
Interfacing with country Service Management (22 countries) to ensure all SLA objectives are set and met.
The agreement and revision of SLA’s and DOU’s with our business units in the supported countries.
Interfacing with the Regional Computing Directors to facilitate the execution of improvement projects.
I was responsible for interfacing with the infrastructure professionals in Dublin to ensure the IT environment is built in accordance with the business needs in all aspects, including security. This includes the rollout of a new incident and problem management solution (Tivoli) and involvement in the adoption of a CRM solution (Siebel)
I was awarded a significant cash bonus in recognition of my work.

June 1998 to May 2000
IBM EMEA CSC Central Helpdesk Manager
Zoetermeer, the Netherlands
Responsible for the management of a large front office team (90 staff) and the centre´s 2nd level support group (25 staff). I delivered IT Support to 4 regions and 22 Countries in a very fast moving environment. Duties (in addition to those outlined at Dublin above):
Interviewing, employing and promoting suitable candidates.
Performance management of the team members and leadership group.
During this period I (and the Team) was responsible for delivering improvement in all end to end service metrics (incident and problem management, telephony and Customer Satisfaction).
During this period we expanded the service from 8 countries to 22 and our End User Base to 115, 00 in EMEA.






August 1996 to June 1998
IBM EMEA CSC English Language Manager
I Joined IBM as a contracted Associate Software Engineer attached to the IBM EMEA Helpdesk and after an initial period selected to replace the then incumbent manager. At this point there was little documented data, training course or central database. Problems were solved by simulation, interpretation of existing support information and extensive teamwork.. I helped to develop standard processes for incident and problem management during an extremely busy period (IBM were moving from a mainframe to a client/server model across EMEA) I completed ITIL essentials and attended ITIL Helpdesk Practitoner during this Period.

My previous work history is in the field of Sales Management, Teaching and the Military. Details available on request.

Education
September 1982 to September 1984
Army Apprentices College, Chepstow, Gwent.
Completed 2 year technical education in ammunition and explosive engineering. Core components were electronics, maths, physics, process study and psychology. I graduated as 3rd of 23 starters and 9 finishers.

September 1987 to September 1989
University of Hull (Scandinavian Studies & Business Studies)
Modules included Management, Economics, Organisation & Structure, Scandinavian Language and Literature.



Recent Courses : Leadership in a Project Environment, Shape Consultancy Course – IBM consultancy education, Intercultural Management.




Personal Information

Nationality: British, born Glasgow, Scotland 09/01/66 (40)
Languages: English, Dutch, Turkish, working knowledge of the Scandinavian languages.
Interests: Football, Cooking, the study of national culture.




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