ANDREW DUNGAY
Summary
Dynamic professional with expertise in leadership, strategic planning, and upselling. Proven ability to deliver compelling public speaking engagements and a solid foundation in ITIL principles. Adept at driving organisational success through innovative strategies and effective team management. Committed to leveraging skills to achieve long-term career growth and contribute to company objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Lead Delivery Manager for Aviva
Computacenter
Hybrid including client sites at Norwich and York, London
06.2023 - 01.2024
- Responsible for delivery of a managed IT outsource contract, key stakeholder engagement with Aviva (working at Aviva head office 2 days per week). Working with IT operational team based in Bengaluru and Service management team in UK to deliver exceptional customer service and support to Aviva. • Key point of contact for escalation and providing full-service reporting QBR and SBR’s.
Client Success Manager/Service Delivery
Apogee Corporation
01.2022 - 01.2023
- Responsible for delivering a managed service to MoD, key stakeholder engagement with MoD Project and transition teams, security cleared to SC clearance
- Ensured timely delivery of projects, maintaining high levels of client satisfaction.
- Fostered meaningful business relationships, resulting in increased trust and partnership longevity.
- Managing a number of clients across many sectors, key point of contact for escalation and providing full-service reporting QBR and SBR's
Client Success Manager
HP Inc
01.2017 - 01.2022
- Responsible for managing and delivering a full MPS service to several markets and customers including Bupa, TSB, ISS, Pearson, and Caterpillar
- Worked closely with sales teams to ensure smooth transition of new accounts.
- Full P&L responsibility
- Main point of contact for all stakeholders
- Responsibility for creating and presenting strategic Quarterly Business Reviews (QBRs)
- Working closely with service delivery team to ensure customers receive best in class support
- Responsible for generating and delivering upsell opportunities wherever possible
- Moving HP out of just being seen as a purely Managed Print Services (MPS) solution provider
- Our vision is to create technology that makes life better for everyone, everywhere - every person, every organisation, and every community around the globe
- This motivates us - inspires us - to do what we do
- To make what we make
- To invent, and to reinvent
- To engineer experiences that amaze
- We won't stop pushing ahead because you won't stop pushing ahead
- You're reinventing how you work
- How you play
- How you live
- With our technology, you'll reinvent your world
- This is our calling
- This is a new HP
Client Service Delivery Manager
Xerox Corporation
01.2013 - 01.2017
- Full responsibility for a mix of financial clients including PWC, Deloitte, FCA, The London Stock Exchange, T Rowe Piece and Lloyds Register
- P&L responsibility
- Four direct reports Service Delivery Execs and Op's managers
- Services supported include Managed Print Service (MPS) print rooms, records management, mail, and courier services
- Managed monthly, quarterly, and annual client reviews
- Facing off to both IT and FM stakeholders
- Production and review of detailed MI reporting
- Reporting to head of UK Service Delivery
- I also managed the EY contract from 2013 to 2015 managing a revenue of circa £3m and had full responsibility for managing the exit, which included operational and TUPE requirements
- Xerox is the world's largest enterprise for business process document management
- Its technology, expertise, and service to our clients - from small business to large global enterprises - is to operate more efficiently and effectively
Senior Account Director
FT Solutions
01.2012 - 01.2013
- Company Overview: FT Solutions was established in 1988
- Originally trading under the name of Forms Technology, the business had traditionally been a specialist print management operation for the airline industry
- Though this specialisation remains and the services it provides to the airline industry has expanded, FT Solutions has now evolved, through organic growth and acquisitions, into a £25 million print services group that provides business process outsourcing services to a wide range of clients located around the globe
- Managing a team of 6 Account Managers and Account Executives
- Full Responsibility for Division's P&L
- Overall responsibility for all clients and being escalation point for issues resolution
- Reporting directly to Group CEO
- Leading monthly, quarterly, and yearly client review meetings reporting on contractual SLAs, performance, and issue resolution
- Responsibility for all commercial and contractual discussions
- FT Solutions was established in 1988
- Originally trading under the name of Forms Technology, the business had traditionally been a specialist print management operation for the airline industry
- Though this specialisation remains and the services it provides to the airline industry has expanded, FT Solutions has now evolved, through organic growth and acquisitions, into a £25 million print services group that provides business process outsourcing services to a wide range of clients located around the globe
Education
HND - printing and publishing management
London College of Printing
LondonSkills
- Leadership
- Strategic planning
- Upselling
- Public speaking
- ITIL Foundation
Custom
- All sports, particularly football.
- Completed the London Marathon in 2005.
Certification
SC Clearence
Timeline
Lead Delivery Manager for Aviva
Computacenter
06.2023 - 01.2024
Client Success Manager/Service Delivery
Apogee Corporation
01.2022 - 01.2023
Client Success Manager
HP Inc
01.2017 - 01.2022
Client Service Delivery Manager
Xerox Corporation
01.2013 - 01.2017
Senior Account Director
FT Solutions
01.2012 - 01.2013
HND - printing and publishing management
London College of Printing
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