Service Management
In the last 12 months Robert has divided his time between project/programme management and service delivery management. Prior to this in 2008-2009 Robert took on the role of service delivery manager for a renewable energy client in the private sector overseeing the delivery of project support and development services for Fujitsu.
During 2007 – 2008 Robert fulfilled the role of Services Director on a strategic / Tier 1 Fujitsu account, leading a team of approximately 40 – 50 people in the delivery of ICT services and support for a major government department as part of a 2-year service contract. The delivery team was comprised of Fujitsu consultants and two key sub-contractor organisations. The services being provided included application and infrastructure design and development, ITIL process design and implementation, Business Continuity and Security certification and consulting, testing and quality assurance, technology consulting and ad-hoc technical support. Robert was responsible for service initiation and ensuring the successful delivery of all services and projects within the scope of the contract, supplier management, customer satisfaction and overall financial P&L control. After 12 months in the role spent establishing and stabilising the service Robert moved on to other programme/project and service delivery management opportunities.
In recent years Robert has also provided service management consulting and helped build a business case for a service improvement programme for another Fujitsu public sector account.
Prior to joining Fujitsu Robert was responsible for the conception, setup and management of the Diageo Integrated Services Management function, a global rapid response project management and service management team designed to meet the needs of seed and venture companies within the Diageo worldwide operation. Robert acted as programme manager for all sub-projects and had a team of ITIL qualified service managers and Prince2 / PMI qualified project managers working on numerous business, infrastructure and application related projects around the globe (e.g. data centre builds in Tokyo and Florida, LAN and WAN networks in various African locations, Office builds Italy and Australia, Service Desk deployments Change Management process implementations in the UK and USA etc.)
For more information on the services which Robert has been involved with please refer to the Roles section of this website or alternatively please download Robert’s full resume.