Roger Hughes
Delivery Partner Executive @IBM
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WORK HISTORY
Delivery Partner Executive @IBM
Supporting IBM’s largest client across UK and Ireland I ensure delivery performance is maintained for TSS across all product brands. Driving SLA’s attainment on a $60m account for UKI ($600m globally), ensuring we provide the contracted level of maintenance support and managing special project services. Responsible for all cost elements of the P&L I work to improve performance across the account, utilising traditional continuous improvement tools alongside new technologies, enabling us to reduce cost, improve service performance, drive growth and in turn improve GP performance. Act as the focal point of escalation for all UKI critical situations, working with remote and on-site support teams through to incident resolution. Leading Root Cause Analysis investigations to ensure delivery processes are updated and to ensure we do not have repeat issues in service failure.Maintain the relationship with the customer to drive up Net Promoter Scores and increase the opportunities for new business. Working with the client to understand any detractors in NPS performance and again looking for root cause resolution of the problems the customer is facing.Manage 3rd party support contracts to ensure we can deliver on contracted services and ensure these 2nd tier suppliers deliver on SLA commitments. Working with these suppliers to look for operational improvements to drive down costs and further improve the account GP performance.Seek out new opportunities across the account, to drive up revenue for the account, working with the sales team to develop bid proposals and with the delivery, contracts, and procurement teams to ensure any wins are successfully implemented to ensure delivery is aligned to contractual obligations.
EDUCATION
City College Coventry
CMI Diploma in Management and Leadership, Business Administration and Management, General
The Open University Business School
Master of Business Administration - MBA, Business Administration and Management, General
Crawley College of Technology
HNC, Mechanical Engineering
SKILLS
ABOUT ROGER HUGHES
I am an experienced senior manager with a background in leading operational support functions, such as change management, supplier management, data analytics, project management, logistics and quality management as well as previous experience in direct operations management. Developing operational excellence through continuous improvement has been the key focus of the roles I have held over the past 15 years. Over this time, I have developed a strong background in developing and leading process and product improvement initiatives, deploying this across manufacturing, service, logistics and back office functions.I have been successful in working across all business areas, supporting the development of local, regional and national improvement strategies, translating this through the business into measurable objectives, utilising policy deployment techniques. I have worked with business unit executives to front line staff building strong relationships and networks internally as well as externally with customers and suppliers, to deliver successful change programmes across the supply chain, ensuring positive stakeholder support and delivery. With experience in managing project delivery at a national level, I can deliver clear governance systems to monitor and manage improvements through to successful implementation.I am a highly motivated leader and Six Sigma black belt with a natural ability for problem solving and stakeholder management, this enables me to support and influence areas outside my direct authority to deliver against business objectives. I am also very good at being able to break down complex problems and make them easily understood and targeted at various audiences, giving people a good understanding of the need for change.
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