Allan Stevenson20 Sweetgrass Road, Weston Village, Weston-super-Mare, North Somerset, BS24 7BX

Telephone: 01934 519882 Mobile: 07713 191649 e-mail: allan.d.stevenson@sky.com

I am a self-motivated Service Delivery Manager with over 13 years’ experience of delivering high quality services and technical solutions to blue chip clients in the Insurance, Telecoms, Drinks industries as well as to Local Government organisations. I have excellent technical and analytical skills. Always focused on results and delivering the best service possible to my customers, whilst still maintaining a strong profitable business for my employers. I am an excellent communicator with good organisational skills, with the ability to develop strong internal and external relationships at all levels, which are mutually beneficial to all parties. I am Hardworking and have a good technical background with a determination to face new challenges with enthusiasm and a willingness to succeed.

Career Development

Service Delivery Manager Xerox UK Ltd 2014 – Present

Responsible for delivery of the centralised and office print service to a Local Government client. Matrix managing the clients own service delivery personnel to ensure the services / solutions are delivered to the Local Governments end users. Solely responsible for maintaining the standard of the delivered services, and to accurately measure the delivery of the services against a list of contractual Key performance indicators and Service Level agreements. To manage the clients own staff to help support the delivery of the service / solution to the Local Authority. Also to provide support and direction for all transition activities and the sign off the hand over to in-life service.

Responsibility of managing multiple P&L’s to ensure I deliver the expected return on the services / solutions delivered to the client. Working with internal and external teams to ensure that all costs are kept to a minimum and ensuring that all services are billed as contracted in a timely manner.

SLA / KPI delivery, promoting continuous improvement of productivity, service quality and customer satisfaction ensuring that all deliverables are met consistently. Actively seek feedback from the client at all levels. Where gaps are identified, ensure that the team have the skills and the knowledge to close these gaps and deliver real value to the client.

Use my planning & organising skills to ensure the contracted service works effectively now and has the ability to do so in the future. Measure our ability to meet key objectives to deliver a quality service / solution. To actively challenge the current ways of doing things, pursue ongoing process improvements and create and evaluate new solutions and ideas to promote business growth.

Maintain a high level of customer satisfaction by ensuring that all service delivery team members, both internal and external, are kept focused on the services and solutions we are contracted to deliver. Ensure everyone has the skills and the required knowledge to deliver a high value consistent service. Actively support the delivery of these services as and when required.

Building relationships with all the accounts key stakeholders. Creating honest, clear monthly performance reports in accordance with the contract governance. Ensuring that any identified issues are managed and opportunities for growth, are identified and actions taken to do what we can to capture the additional business.

Implementation and Project Specialist Xerox UK Ltd 2012 – 2014

Accountable and Responsible for delivering every element of multiple print transformation projects delivered against an agreed project initiation document. Ensuring that all products are delivered to the required scope, timescale, and quality. Co-ordinating and managing a team of identified resources assigned to the project as well as managing agreed element of the relationships with the customers, partners, subcontractors and internal stakeholders whilst ensuring the delivery of the new services does not impact the ability of the end users to perform their daily duties.

Using the product delivery standards established by PRINCE2 and the Project Management Institute, to Control the delivery of the project. Ensuring that the project can be measured against the agreed business plan and that all risks associated with the delivery of the project are identified and managed.

Working with our internal Sales team, Account Manager, the Client and 3rd Party suppliers to create a detailed project initialisation document. This document to include details of the success criteria for the project, the scope of all products to be delivered and a detailed business case to ensure that the project delivers value to all parties involved.

Created high quality Transition Management documentation for use on my projects and these have been adopted by my colleagues. I have also become a centre of competence for my peers in creating bespoke documentation.

Lead the project communication plan, ensuring that there is clear and open communication between all the stakeholders and the wider business community. Working through any issues through negotiation with all the parties concerned, using problem solving skills, and direct action where required.

Service Delivery Executive Xerox UK Ltd 2003 –2012

I have progressed through Xerox managing individual and / or multiple accounts depending on our regions business requirements. Delivering a wide range of services on behalf of Xerox including, Office Fleet Management, Production Printing including the generation of warrants and share certificates, Consumables management, Reprographics, Telecoms services, Postal services, Archiving, Scanning and Database management. Working on my own initiative, ensuring that all contractual services meet the clients’ expectations and exceed the Service Level Agreements, whilst still making sure that Xerox Global Services receives a satisfactory return on their investment that they have made.

Fully responsible for the contracted services delivered to two blue chip companies based in Bristol. Supervising the work of the Service Delivery Team, ensuring that optimum service is achieved and customer satisfaction levels are maintained. Building relationships with the accounts key stakeholders, ensuring that any opportunities for growth are identified and actions are taken to capture the additional business.

To lead the Operational Performance Reviews with the client, creating bespoke spreadsheets and PowerPoint presentations, ensuring that the documents accurately reflects the standard of the services that we provide. Measuring the team’s performance against contractual service levels agreements, ensuring that any exceptions to the service are investigated and the lessons learnt and shared with both the client and the Xerox.

Printroom Team Leader Computershare Document Services 1999 - 2003

Manage a high volume Laser Printroom, producing up to 30,000 Cheques and Share Certificates per hour, ensuring that the quality of the output meets the standards laid down by the financial services industry.

As the business grew, responsible for increasing Printroom output from 15,000 images per hour to 30,000 images per hour and implementing a third shift. Help recruit and then train the new starters to the high standards required.

To improve cross department communication, instigated a departmental swap, which enabled Printroom operatives to experience the mailroom environment and vice versa. Cross department understanding improved considerably, reducing the friction between the two departments.

Quality Inspector Clarks International Ltd 1985 - 1999 Responsible for ensuring the quality of the factories output exceeded the standards set by the Factory Manager.

Took responsibility for the inspection of all the promotional samples production. Liaising with the Design Team and Quality Manager to ensure the highest standards of production were achieved and that the critical deadlines were met.

Volunteered to participate in a “Just in Time” trial. We successfully improved turnaround times by 99% and increasing overall quality without incurring additional costs.

Training

Skills: Excellent Computer skills, advanced user of e-mail, Word, Excel, PowerPoint, Publisher and Quarkexpress Print Design. I also have a working knowledge of Computer Networking, Web Design, Microsoft Visio and Microsoft Project.

Business Training: Wells House Consultants Programming in Perl Programming, Introduction to Project Management and Risk Analysis, XGS Operations Excellence Level 4 & 5, High performance Operating Environment Workshop, Lean Six Sigma Yellow Belt training, Competency Based Interviewing, Disciplinary Performance Management, Profit and Loss Workshop, Performance Excellence Appraisal Workshop, Emtex Print Control Workshop, XOS Tools 5.0 Workshop.

Education

Weston College & ‘A’ Levels in Law and Business Studies, Wyvern School ‘O’ Levels including Economics, English Language, Geography, History, Maths, Physics and RE

Other qualifications include Business Education Council National Certificate, C&G Information Technology and Information Business Technology Level 2.

Personal Details

Date of Birth: 24th September 1964Marital Status: Married (31 years) and have 2 grown up children.Interests: DIY, Snooker and avid spectator of most sportsReferences: References are available on request