Ian Botwright
Customer Success Manager @HP
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WORK HISTORY
Customer Success Manager @HP
Reading, GB
Accountable for performance of contracts • Plans and directs the delivery of contracted business activities throughout the contract\'s lifecycle • Identify innovation opportunities throughout the contract lifecycle • Accountable for customer satisfaction • Lead complex business negotiations of contract changes • Coordinate solution, operational service, partner, and sub-contractor teams that deliver services to the customer • Track, escalate, and plan for the remediation of blockers • Pro-actively contribute to the customer\'s business improvement, planning and budgeting process • Develop strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication. • Maintain effective communication with and between all functional areas of the account team
EDUCATION
Southall College
ONC, Electronics
Walford High School
Achieve 11 B-C grades including English & Maths, Various subjects
Harrow College / Acton College
HNC, Electronics
ABOUT IAN BOTWRIGHT
A results driven Service Delivery Professional with extensive senior leadership experience across all industry sectors, both in the UK and internationally. Specialised in building and leading high performing teams in a Managed Services environment. Serviced >600 client organisations spanning numerous countries, often in demanding and evolving operating environments. Accountable for driving strategic change, operational excellence, executive stakeholder engagement and regional P&L performance. KEY SKILLS • People Management / Leadership – led international teams and periodically re-engineered organisational structure to improve team efficiency whilst maintaining service levels. • Account Management – oversaw a team supporting 600 contracts. Attended Quarterly Business Reviews to understand client satisfaction levels and identify areas of opportunity to add innovation to the base contract. • Profit & Loss – accountable for a >$200m P&L. Consistently overachieved annual targets by planning and driving cost reduction and revenue growth initiatives. • Change Management – led change initiatives to enhance service offering, e.g. Service Desk consolidation into nearshore locations to improve business continuity, and development of website portals to enhance partner experience.
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