Paul Vile |
|||
| Service Delivery Manager | |||
|
United Kingdom |
|||
|
|||
About Paul Vile
Paul Vile - Professional Summary:
A Service Delivery Manager from a leading Consultancy with significant experience of the pharmaceutical sector, adept at managing outsourced contracts and hybrid teams, both in UK and offshore, through a combination of relationship building and good communication skills at all levels, both internally and externally. A commercial attitude is allied to a customer-centric approach that maximises value from contracts. Highly analytical and logical with a pragmatic approach to problem solving and comfortable, as an acknowledged expert, driving ITIL-led Quality Management systems
Paul Vile - Professional Experience:
CAPGEMINI UK plc 1998-2009
Invited to join the company to deliver a variety of projects including:-
Service Delivery Manager – GlaxoSmithKline Mar 2008 - May 2009
Promoted to maintain good relations with the client and lead a 15 month project managing the day-to-day running of the AM Support Service for the client’s Global Supply Chain with 20 resources split between 4 in the UK and 16 in India, using Capgemini “Rightshore” model and delivering annual revenues of £1m.
Resolved an unexpected request to reduce costs on an Oracle project by reviewing resource numbers, evaluating team members, their cost to account and impact of removal.
Responded to Stretch Targets set by Capgemini on a fixed price contract by identifying areas for additional project work and subsequently increasing revenues.
Successfully met sudden demands for project work with impossible deadlines by an innovative and unorthodox approach that achieved client sign-off and timely completion.
Following loss of contract to competitor in India managed the Knowledge Transfer and handover during the 16 week handover period and secured significant additional revenue.
Consistently received high client feedback scores.
Front Office Team Leader - GlaxoSmithKline Mar 2004 - Mar 2008
Promoted to lead the team, for 4 years, with 8 resources in UK and up to 18 in India, providing enhancements to the Global Supply Chain system.
Managed the India team on behalf of the Service Delivery Manager.
Resolved a major issue following suspension of remote access from India by devising an SMS alert system, resulting in savings of cost and response time for weekend support.
Overcame the need for proactive restarting of the system on a daily basis as a result of leakage from a Manugistics product by developing a system to automatically reboot.
Specifically requested by client to remain on that project rather than transfer to a new assignment.
Specifically requested by client to support the User Acceptance Test phase and manage implementation of a Manugistics system upgrade.
Successfully managed a team member with poor time keeping, improving his punctuality and motivation so as to become an effective member of the team.
Invited to mentor and coach all new staff.
Played significant role in design and testing of client’s ITCP (DR) testing throughout the contract.
AM Support Analyst/Developer – GlaxoSmithKline Feb 2001 - Mar 2004
Brought in to provide support and enhancements for the Global Supply Chain.
Identified and devised a unique solution to a problem with overnight batch failures on SAP /BEBOP system which impacted a high profile business cutover.
Designated as primary contact for testing and cutovers, modifying systems following a merger across 50 supplier sites and 200 market sites.
Took the lead role in a Knowledge Transfer project handing over to a new outsourced team in India, achieving significant savings for the client and improving margins on the account.
AM Support Analyst/Developer –
United Friendly Insurance/Metropolitan Police Jan 1999 - Feb 2001
Recruited to support and develop COBOL based systems running on an ICL platform, managing two projects concurrently to ensure Y2K testing effective.
Surpassed performance objective by raising 7 Service improvement suggestions in a six month period against a target of three.
MITSUBISHI ELECTRIC EU 1989-1998
Technical Support Engineer (Consumer Electronics)
Recruited to respond to dealer and customer telephone and written enquiries and manage problems.
Designed a series of modifications to standard products to enable several major Bookmaker chains to install multiple units in their displays in sites across UK and Ireland, resulting in additional sales several thousand units.
Selected to represent the company at Exhibitions, Trade Shows and Industry Forums.
Delivered a series of training courses for Engineers and Installers to ensure maintenance of high Quality standards.
PIONEER HIGH FIDELITY GB Ltd 1986-1989
Technical Liaison Engineer
Recruited to answer Customers’ and Dealers’ written and telephone enquiries on a day-to-day basis.
Investigated and produced reports of common problems and compiled details of faults.
.
Paul Vile Links
