Pete Wallace
Service Delivery Manager @BT Group
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WORK HISTORY
Service Delivery Manager @BT Group
Managing operational transformation of payphone kiosks estate including Digital Voice migration, T2R process redesign, and regulatory compliance• Designed end-to-end T2R process framework applying ITIL methodologies (Incident, Problem, Change Management) across 3 technical domains and 5 service functions• Delivered 13% serviceability improvement within 3 months through process optimization, improved working practices, and data governance implementation• Improved field services first-time fix rates by 12% through inventory management optimization and configuration management data quality enhancement• Serving as Reporting Product Owner, implementing Agile/Kanban practices to accelerate development and improve stakeholder accountability• Managing compliance with regulatory and Ofcom obligations for universal service offering• Utilizing data insights and performance analytics to drive evidence-based decision making and continuous improvementSkills: Service Transformation · Process Improvement · ITIL · Agile (Scrum/Kanban) · Data Analysis · Stakeholder Management · Change Management · Performance Management · Regulatory Compliance · Product Ownership
EDUCATION
Nottingham Trent University
B.Sc, Industrial Management
SKILLS
ABOUT PETE WALLACE
Service Transformation and Business Analysis professional with 20+ years delivering operational excellence and business change for global telecommunications organizations. Proven track record leading complex transformation programmes, process optimization initiatives, and service migrations affecting thousands of endpoints.Expert in stakeholder engagement (operational to C-level), change management, and delivering measurable business benefits including 13% performance improvements, 22% revenue growth, and 8-13% OPEX savings. Skilled in Agile methodologies (Scrum, Kanban), ITIL frameworks, and data-driven decision making.CURRENTLY SEEKING: Business Analyst, Product Manager, Service Delivery Manager, or Programme Manager roles in telecommunications/IT - remote or hybrid commutable from of Stamford, LincolnshireCORE EXPERTISE:• Service Transformation & Change Management• Business Analysis & Requirements Elicitation• Process Improvement & Optimization• Platform Migration & Consolidation• Programme & Project Management• Stakeholder Management & Communication• Agile Delivery (Scrum, Kanban)• Data Analysis & Performance ManagementCAREER HIGHLIGHTS: Led service transformation for national payphones estate kiosks) during Digital Voice migration Delivered 22% revenue growth YoY in declining market through strategic transformation Analyzed business requirements for government communication project Achieved 13% serviceability improvement and 12% first-time fix rate gains through process redesign Successfully introduced Agile practices across multiple organizations, transforming ways of working Turned around failing projects, securing £2m contract renewals and retaining €50m+ customer accountsCERTIFICATIONS:• ITIL v3 Foundation• Professional Scrum Master (PSM 1)SPECIALIZATIONS: Telecommunications | Service Operations | Digital Transformation | PSTN/IP Migration | Business Process Analysis | Operational Excellence
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