Ian

Biography

I am an experienced business leader with an extensive background over a number of years providing leadership to global organisations..

I have worked several UK, European and global positions, working with, and influencing senior leader’s on strategy and business execution. I have been accountable, at various times, for overseeing global teams delivering customer and service reliability. I am very experienced at leading local and remote people within EMEA and globally

Keenly focused on driving success through proactive change management and comprehensive, strategic initiatives, I promote exceptional across-the-board performance by revitalizing underperforming areas and capturing new opportunities for growth. My track record of success has been reinforced by recruiting high-calibre talent and encouraging professional growth at all levels.

Highlights of the qualifications and background I offer include…
• Combining my operational “big picture” capability with an eye for detail, I have consistently met and exceeded goals and objectives set by the organisation.
• Successful partnership throughout with pre-sales teams, prospects and sales teams to discuss client requirement
• Exeperienced at global recruiting; Building from scratch a team in Cairo and an Operations centre in the UK, recruiting teams with a focus on Knowledge, Global/ Regional issues, and People Change Management
• Throughout my career, highly focussed on the needs of the customer, creating innovative means of improving and maintaining satisfaction
• Led certification of ISO 9001 and ISO 27001

Furthermore, I offer essential intangibles such as an engaging and collaborative management

Experience

An experienced Customer Support leader providing support to a growing client base.
Leading and delivering services to exceed customer needs, enabling their maximum benefit.
Deep people management experience, providing leadership to the group, garnering support and commitment from staff to achieve goals and exceed expectations. Mentoring and coaching employees through performance appraisals and 1:1 engagement, thus gaining the best output for all parties (The Customer, Company and the Employee).
An organisational thought leader, speaking at customer conferences, sitting on forum panels across the UK and EMEA for the benefit of the customer base.
Leading employee's through times of change, strong people change management experience, enabled a successful result through periods of uncertainty from the employee perspective. Building new teams from scratch, hiring the right people at the right time to drive successful objectives as an outcome
Forges solid relationships with strategic partners and builds consensus across multiple organisational levels.
Highlights of Expertise

• Coaching and Mentoring
• Employee Management
• Organisational leadership
• Leading Change and Process Management
• Verbal and Written Communication
• Strategic & Tactical Planning
• Virtual Stakeholder Management
• Key Performance Indicators (KPIs)
• Vendor & Supplier Relationship Management
• Customer Support
• Team building; Recruitment and Training
• Continuous Improvement (CI)
• Corporate Best (in Class) Practice
• Creating Customer Support Centres and Service Operation Centres
• DevOps, Agile organisation methodology
• Escalation Management
• Stress Management
• ITIL for Projects / Operations
• Crisis Management
• Risk Assessment/ Management/ Mitigation
• ISO Certification (9001 & 27001)
• Restricted access customer management (Public Sector & Commercial)

Area Of Expertise

Life coach and personal mentor

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