Andrew Plumb
Information Technology Service Delivery Manager @NTT DATA, Inc.
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WORK HISTORY
Information Technology Service Delivery Manager @NTT DATA, Inc.
City of London, GB
Working within NTT Ltd.’s managed service organisation, managing service delivery to a number of key clients across multiple geographies and market sectors, financial services, legal services, automotive, publishing, public sector, Charity. I am the advocate within both my clients and NTT responsible for client satisfaction and ensuring services are delivered to SLA and other contracts. Overseeing the transition of new clients/services into operational support and ensure smooth on-going delivery to agreed standards. Building client and internal relationships, at multiple levels, establish support cadence and structures including meetings and delivery of service reports. Working with clients, internal teams, and 3rd party vendors on resolving issues and escalations, create and manage service improvement plans to completion. Working with account teams on account plans, renewal strategies, and help identify and pursue new business opportunities. • Overall client Net Promoter Score (NPS) of 81 in the excellent rangeWinner of the UK Managed service quarterly purpose award (Q3 20). For being committed and tenacious in managing a difficult client transition encountering many issues with hardware, service, and vendor applications. All while keeping the client focused on achieving a successful outcome.(Our purpose is to ensure we put the clients service outcomes at the centre of everything we do and focus on retaining and growing our client base year on year)
SKILLS
ABOUT ANDREW PLUMB
Leader experienced in building and managing high performing IT operational teams focused on the delivery of high quality stable IT systems and services to SLA/KPI, using internal and 3rd party partners. Successful delivery of full project management life-cycle delivery of transformation, application and infrastructure projects to meet client and internal needs. Track record in set up and operation of managed services for new country delivery and support models, Transition and transformation of multiple client businesses to ITIL standard service operations, vendor and contract management across the EMEA region, commercially astute, able to engage and influence key business stakeholders (to CxO level).Key SkillsGlobal and EMEA Infrastructure operations, IT Strategy, Systems implementation consolidation and decommission (Local and Data Centre), Service Delivery/continuous improvement, Programme/Project/PMO Management, Problem/Incident management, Team management (Direct and matrix managed), P&L Management, Business Development, Business and IT Transition and Transformation, Risk and Issue management, Change management, Client Management, System Compliance, Disaster recovery, Asset management, Resource management, Staff Mentoring/ Appraisal/ Development/ Training, Stakeholder management, Multi Brand working, Multi-national working, SLA management/reporting, Supplier management including assessment/ selection/ negotiating contractsIf you would like to learn more about me and see if there is a potential fit for us working together, email me on A••••••••@outlook.com.
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