David HARRELL-BOND

En résumé

Entreprises

• Orange Business Services - Customer Services Manager

  2009 - maintenant lead Customer Service and Operational activities for a number of established accounts based in Switzerland with multiple international subsidiaries
  Member of the Account Business Unit management team
  Accountable, provide effective leadership to cross functional teams responsible for the control and direction of all contracted customer services in the post-sales & operational environment.
  Achieve a high level quality of service and customer satisfaction for all implemented OBS and third party services.
  Proactively identify and scope opportunities for service enhancement providing customer cost reductions and greater value to the customer;
  Identify & drive innovation for cost effective optimisation
  IT business alignment
  IT Governance, program Life-Cycle Management
  Risk Analysis, costs and budget definition
  Leverage new & drive improvements in existing processes.
  Identify & drive proactive and reactive service initiatives

• Sun Microsystems - EMEA Professional Services Operations Manager

  Santa Clara 2006 - 2008 A key supporting role to the EMEA & Global Services and PSD VPs through management of the day to day operations of the PSD organisation and management of teams, projects and processes that are critical to the organisation's success
  Development, Implementation, management & governance of Europe PSD goals
  Management & alignment/facilitation of cross-EMEA teams, providing backup/resources to all Countries
  Ownership and driver of initiatives to improve PSD service delivery quality and efficiency
  Creation and management of the escalation process and PSD Customer Satisfaction program
  Coordination/point of contact for customer, management & field escalations
  Communication and negotiation with the European and Global organisations
  Responsible for effective implementation of all global PSD programs in EMEA as required
  Ownership and assurance that EMEA PSD process compliance
  Identification, development & piloting of initiatives to measurably improve PSD productivity
  Coordinate & lead ERP Deployment for EMEA PSD
  Ensure compliance with US/EMEA/Global Finance & Legal requirements

• Sun Microsystems - Service Operations Executive Manager (Black-Belt)

  Santa Clara 2005 - 2006 Coordination of EMEA Ops Team for EMEA & Global Projects
  Managing/coordinating the EMEA & Regional Services Executive DCS Dashboard Process
  Facilitation of EMEA Product Life-Cycle program & organisation
  Account BlackBelt for Motorola - Developed SMI go-to-market program, Pakistan Spares etc.
  EMEA Services DCS (Diagnostic Control System) Program manager & Responsible for EMEA Dashboard
  Developed managementstrategy for DCS Dashboard
  Backup for Service Operations Director

• Sun Microsystems - EMEA Service Operations Project & Program Leader (Black-Belt)

  Santa Clara 2003 - 2005 Multiple projects
  OEM & Small Solution Support Integration:
  Connected Solutions and Services Centre
  Education Optimisation (Lean) & Education Pricing Model
  Engineer internal sales/service processes following Corporate policy

Formations

• Sun University SunU (Santa Clara)

  Santa Clara 1998 - 2007 Several
  
  IT

Réseau

• Armand SANFOR

• Emmanuel ULRICH

• Jean-Luc GODARD

• Monique POINSOT

• Pascal BUYCK

• Philippe BONNET

• Philippe MACIA

• Vincent DESHAYES

• Yves MBODA