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David HARRELL-BOND

NEYDENS

En résumé

Mes compétences :
Business
Business process
Business Process Analysis
Coaching
Design
Facilitation
HTTP
Information Technology
Linkedin
Management
Microsoft Project
Planning
Process
Process analysis
Program Development
Service Management
Strategy
Strategy Planning
Technology
Stratégie

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

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