Acted in a consultant capacity carrying out cost management audits to SME clients, specialising in telecommunications and energy billing projects. Since then have expanded to take on projects more focused around ITIL.

Responsibilities:
• Service Level Manager - Review, negotiate and monitor SLAs, OLAs & UCs with 3rd party suppliers
• Write and define service level agreements for clients
• ITIL Foundation Training delivery and ITIL process improvements
• Project Manager - Working alongside the Finance Director acting as a trusted advisor to provide Financial Management, cost controls, project plans and business analysis
• Assisting in management decisions in regards to procurement and management of costs after carrying out in-depth audit and production of comprehensive management report with recommendations
• Identifying major operational costs of the business, followed by analysis to determine benchmarks, highlight risks and any dependencies preventing project to succeed
• Preparing business case to ensure project is approved by the board
• Sales and Account Management – preparing proposals, managing client relationship

Key Engagements
• Aug 2007 – Dec 2007: Morgan Sindall. Project Manager involved in the migration of 2,500 users onto Morgan network following purchase of company. Also, involved in the transition of the IT organisation to outsourcer. Prince 2 environment. Development of project plan, RAID log maintenance, Communication Management, Management of 3rd party suppliers.

• Jan 2007 – Apr 2007: SLAs and OLAs written and negotiated for NP Communications. Set-up Change and Release Management Process for website company

• 2002 – 2006: White Knight Laundry – Major review of telecommunications and energy used by company. Conducted benchmark analysis. Streamlined process by reduced number of suppliers, and selecting those that better met companies needs. Set-up bid process, wrote tender documents, worked with suppliers to negotiate best service, negotiated SLAs, facilitated meetings between business and suppliers, ensured all actionable items were recorded and progressed. Managed the implementation of service and the ongoing monitoring of service from suppliers. Analysis conducted to help identify root-causes of energy leakage via paper trail and supplier data. Assistance and guidance in part outsourcing of IT infrastructure.

• 2003 – 2004: Nationwide retail chain – Review of existing spend in merchant card fees. Benchmarked current spend and service. Conducted analysis to define actual cost by merchant, Went out to 3rd party suppliers inviting for tenders, collated responses, offered advice on service improvement and required service levels. Prepared management report which I presented back to board, indicating my recommendations. Received approval an also implemented and monitored thereafter service level using supplier data. Saved retail chain over £37k pa in merchant card fees.

• 2004 – 2006: Hi-tech Manufacturer – Company initially wanted to review telecom spend but extended to identify missing components in procurement chain. Carried out benchmark, made recommendations to replace existing telecoms supplier, ongoing monitoring of service. Saved them +30% with their telecommunications spend along with a saving of over £250k pa on recurring stock inventory losses.

Key Achievements:
• Established a Financial Cost and Service Management Consulting business where I am involved in Sales & Marketing, Analysis and Project Management, Service Delivery and Ongoing Account Management and worked on over 25 engagements
• Built good specialist knowledge in both telecoms & energy sector
• Successfully achieved on average savings are 30%+ by end of project

Responsibilities:
• Worked with the HP OpenView salesforce (UK) in a Capacity Management role
• I was one of a team of twelve offering technical sales alongside the account sales representatives for the UK and Ireland on enterprise-wide deals of £1m+. Industry specialisms were Telecoms, Service Providers, Finance and Government.
• Assisted client in defining business requirements and presented the appropriate combined solution to their high level management
• Involved in selecting the appropriate toolset (albeit with the OpenView portfolio of some 70 products), providing presentations, training, demonstrations, proof of concepts at client sites (in particular HP-UX & SUN, Windows and Oracle environments), process review and definitions, responding to RFIs, understanding of competitive offerings and liaising with divisions worldwide to obtain that 'unique differentiator' to further the sale of HPs portfolio of Service Management tools.
• Responded to bids and tenders, Worked with other departments such as Professional Services and 3rd party Consultancy organisations such as Accenture, PWC, Cap Gemini providing input to ensure our solution was feasible and accurate.

Key Achievements:
• Successfully built a proof of concept to provide a management platform based in three regions: Europe, Asia and America and in addition liasing with R&D to future-proof the solution provided worth £3m
• Liased closely with channel partners regarding specific projects to ensure full
understanding of the OpenView solution to be delivered.
• Maintained a training role to keep channel partners up-to-date with new developments on an ongoing basis. This involved groups of between 3 to 12 people and training sessions were at least twice a month which also included end-user customers
• Interpreted my clients' needs to create an appropriate solution using the sophisticated software tools within OpenView, I delivered problem-free configurations based on a variety of UNIX and Windows platforms.
• Acted as Problem Manager in Client Implementations where underlying causes of errors were identified, and worked with R&D to help them release improved version of software tools.
• As a Business Analyst using interpersonal skills I was successful in working closely with clients to capture their requirements and enhance the features of the solution to be provided using Process Modelling. I earned clients' respect and confidence by understanding, interpreting and articulating the proposals in terms that all parties could understand.
• Maintaining integrity in restricting the level of involvement in bids where we would not win and negotiated the position with the sales team to reduce time wasted.
• Acted as a Service Level Manager to the OpenView channel training Channel Partners with technical product knowledge and capabilities. I understood their focus and ensured that their resources and demonstration facilities matched their focus and I acted as a liaison where they needed to supplement their resources.
• Using OpenView tools gave demonstrations on Configuration Management discipline by demonstrating how the tool mapped out a logical model of the IT infrastructure identifying Configuration Items, using this as a basis to design and set-up process for building a CMDB for client. Set-up Service-Level reporting tools for clients. Customised Incident detections systems
• Delivered work on over 35+ IT data centres and built up good knowledge of working practices

Responsibilities:
• Project Management in the transformation of a Pre-Sales Service Desk which made up part of a larger European Service Improvement Programme set up using a web-enabled workflow engine called 'Edify' initially, incorporating ACD telephone systems, CTI, web technologies and internal business systems responding to both direct and internal customers from dedicated Enterprise Account teams from HP

• Business Analyst - UK Implementation of Remedy: Part of a Europe-wide project to roll out a new Client/Server workflow system 'Remedy ARS 3.0' to all Customer Care Groups in Europe, I was involved in defining and implementing processes to meet UK business requirements as well as ensuring that the underlying European customer database met the needs of the UK. Also, developed user roles, responsibilities and job descriptions within Service Management. Developed format and blueprint for Management reporting. Wrote user handbook for Service Desk and trained users on implemented system. Involved in selling the 'concept' to other European countries. Integration of existing customer database (Oracle database) at HP into Service Desk system.

• Call Centre Analyst - Examining the set-up of the Service Desk recommending the seamless integration of a standard Call Centre with internet/intranet/extranet.
Also analysed the current supply chain to maximise benefit from information gained higher up the chain. The result examined the way the customer was passed initially through the Service Desk and the hand-off to other organisations within the company worldwide. Major achievement was to reduce the internally famous ‘HP run-around’ and reducing duplicated calls

• Project Leader - Implemented a £400k extranet service between the HP account team for BT, BT (one of HP's largest accounts) and Morse (HP's largest reseller), managing a common e-commerce process for HP to do business with BT. This involved preparing the business analysis, design, creating the Service Catalogue, implementation and maintaining a common web site (and the back-end technology) for all three companies to do business on the web. This project was nominated for HP Annual Quality Award.

• HP9000 Technical Pre-Sales Specialist - Provided technical solutions to a broad range of customer queries based mainly on high-end business-critical UNIX systems. Also advised customers with Unix/NT interoperability to cater for a heterogeneous environment. I gained a very broad knowledge of HP9000 systems architecture, sizing for ERP solutions such as SAP and Baan, high availability, HPUX & NT system software, HP OpenView, networking and internet technologies in a customer-facing role and ensured that all Unix System orders booked within HP arrived on customer site technically correct.

• Webmaster - Built and maintained various account-specific sites on HP in/extranet.