Kevin
25+ years experience. Indicative day rate £1,125. Geo – UK Wide & Remote.
At a large insurance provider led End User Services (EUS) organisation of 220 staff, support analysts and client workplace engineers, programme and project managers. Redesigned organisational structure to bring support closer to user base. Re-introduced vending machines
Transitioned a multi-vendor EUS outsourcing contract to transform the end user experience, standardise service and increase scope for >100k users in Asia, Europe and North & South America, and deliver multi-million $ annual savings
For a large EUS outsourcing contract built the business case, led RFP process, vendor evaluation and down selection, contract negotiation, vendor reference visits, service transition and establishment of service operations and governance
Developed strategy and design of service catalogue for standardisation of on-site services including device life-cycle management, printer management and walk-up support bars
Defined and implemented global service governance model for mixed delivery that included global and local outsource partners including service transition methodology
Developed and implemented innovative end user contact channel strategies using social media, self-service and knowledge management
Led services support stream for a global pharma company including exit management and full service transition to best of breed end user services outsourcing company
Established regional service delivery management and operations team in Asia Pacific & Japan and supported transition of local services to global outsource deal
As Head of Infrastructure Service Delivery at large UK based pharmaceutical company delivered significant cost savings through implementation of on-demand hosting and consolidation of telephony services
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