Ross Baker
Technology Service Manager @Heathrow
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WORK HISTORY
Technology Service Manager @Heathrow
London Heathrow Airport, GB
RESPONSIBILITIES • Continuing ownership of all Services related to the Heathrow Express and taking on responsibility of Commercial Services• Responsible for all contracts associated with Suppliers and ensuring SLA’ and KPI are met where required• Act as single point of contact for all issues related to portfolio of Services, ensuing all Stakeholders are fully aware of issues and managing expectations• Responsible for Purchase orders and invoices relating to portfolio of services• Integral part of contract negotiations and defining contractsKEY ACHIEVEMENTS• Creating a new Service Catalogue (CMDB) detailing contracts, services, contacts and priorities• Project Management
ABOUT ROSS BAKER
A professional ITIL certified Service Delivery Manager with 20 years experience working for a large Blue Chip Outsourcing company. Having worked through numerous roles, I have an appreciation of the challenges that are posed and where improvements can be made to improve Service to the end customer. This is achieved using the ITIL V3 Methodology, whether it be from the Design phase through to CSIP (but particularly in the Operations area).I am an excellent communicator with experience in a number of client facing roles.
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