Jon Mesley
Summary
An experienced business leader in telecoms with a passion for customer service and ability to lead & transform large teams in complex technical & functional areas. Able to inspire and develop the skills and capabilities of teams to the benefit of the business, customers & individual. Strong background in Technical Operations, Service Delivery, Projects & Programmes and competent operating at a senior level. I am highly motivated, tenacious and diplomatic, and always keen to take on new challenges.
Overview
23
23
years of professional experience
Work history
Head of Operational Support
Neos Networks
09.2020
- Reporting into the Customer Services Director, as Head of Operational Support I am accountable for the core functions of Change, Problem & Major Incident Management, encompassing aspects of Service Management, Supplier relationships & performance metrics
- Key achievements in role: Established formal Major Incident & Problem Management processes & reporting capabilities supporting ISO20K compliance
- Developed enhanced root cause reporting capability, supporting detailed customer centric reporting, trending & transition toward proactive problem management
- Accountable for outcome focussed Service Improvement Plans with key customers and suppliers & supporting a number of key accounts in Service Review framework
- Built credible & strong working relationships at a senior level, reporting to Exco & key customers
- Provided a Service Management wrap for non-Service Managed customers, including reporting, analysis & representing Neos Networks at a senior level
- Established a comprehensive suite of operational performance metrics to identify opportunities for process & service improvement, reporting to board level weekly
- Developed the Change Management function to handle increased volume with greater efficiency & significantly improved effectiveness
- Developed a robust Supplier Management framework to enable more effective management of suppliers & vendors.
Head Of Operations, Retail Telecoms
SSE PLC (Ovo)
01.2016 - 07.2020
- Reporting into the Director of Retail Telecoms, as Head of Operations I ensure the smooth integration into Customer Services for commercial propositions & product lines for our growing phone & broadband customer base
- Other responsibilities include driving automation & efficiencies into Customer Service, reducing cost to serve and improving customer experience
- Key achievements in role: Key role in the transformation of Retail Telecoms business with deployment of Pega cloud platform for CRM, established agile working & scrum with creation of development team, launched and working to a full dev ops model - £2.25m p.a saving
- Lead role in transformation of wholesale cost base to new supplier (Vodafone), including program lead for migration of c300k voice & broadband assets - £8m p.a saving
- Supplier Management – Bid evaluation, contract negotiation & onboarding, set up Service Management framework, built strong collaborative relationships to Director level
- Cost management – implementation of process excellence to reduce discretionary spend by c£700k p.a whilst improving customer experience across key journeys
- OFCOM Billing Accuracy Programme Manager to ensure compliance with OFCOM regulation
- Representing Retail Telecoms business at industry & regulatory forums
- Supporting & leading virtual team on driving service KPI improvements across Customer Services function, driving NPS improvement and reducing servce time for agents.
Senior Manager of Service Transition
Vodafone UK
01.2014 - 01.2016
- A senior leadership role reporting to the Director of Customer Services within Enterprise Customer Care for on-boarding new customer solutions & capability into CS&O function
- The Role involved Bid support, deal governance, Service Design & Transition into live service, supported by a team of 50 Engagement, Design & Integration Specialists working into Customer Programmes & strategic Product Delivery
- Key achievements in role: Maximising Labour Capitalisation & exceeding targets
- Delivery of service support models fully aligned to ITIL & PRINCE2 frameworks
- Leading through strategic programme of site rationalisation & team restructuring
- Organisational redesign to achieve service excellence with budget efficiency
- Successful delivery into live operation for £multi-million customer deals in Enterprise & Public Sector
- Managing pipeline & supporting opportunities through commercial & operational governance for deals up to £500m TCV, with overall £2.2m budget responsibility
- Accountable for delivery of all in-life operational processes & support documentation through Service Design & Integration
- Representing 47 functional areas though commercial & operational Bid Governance
- Key role in supporting ISO20K compliance across Public Sector Operations.
Operations Manager IP & Data
Vodafone UK
09.2008 - 01.2014
- Overall responsibility for IP, Data & Transmission Assure function in Real Time Operations – accountable for running 24/7 1st & 2nd Line Network operations teams across multiple technologies (IP & Transmission)
- Overall team c100 colleagues across the function, ensuring effective network management (core & customer access) and achieving Service Level Agreements
- Key achievements in role: Restructured Operating Model in UK – clear accountabilities, scalable & efficient
- Driving KPI performance through focussed analysis & action (people, process & system)
- Built Enhanced care (CSI) function to improve service for premium customers
- Transfer of 1st Line engineering activity offshore, reducing UK Opex & improving performance KPI’s
- Development of strong cross-functional working relationships (Offshore teams, field engineering, Service Desk)
- Customer engagement – Presentations, Service Improvement Plans, Client Service Reviews
- Responsible for integrating IP & Data Assure activities from Thus NOC into Real Time Operations
- Project Planning (Scoping, planning, executing & refining), RAG reporting into Programme Team
- Facilitating Knowledge Transfer deliverables, defining process flows, identify & resolve issues and inter-dependencies
- Co-ordinating full training plan, resource & systems access.
Senior Network Engineer & Shift Manager
Cable & Wireless Communications
04.1997 - 09.2008
- Over 11 years at C&W I spent 8 years as a Senior Network Engineer and a further 3 years as a Shift Manager, working in the Global Network Operations Centre (NOC), providing 2nd line support for Data & IP services 24/7 across the global estate
- Responsible for 15 strong team of 1st & 2nd Line Network Engineers in a NOC environment, managing end-to-end C&W Global customer solutions in Data, IP, Internet, Next Generation Network, Transmission & Voice services across LAN & WAN on a 24/7 basis
- Managing all escalations on faults & associated queries in line with customer SLA’s to Director level
- Key involvement in transferring elements of operations to Third Party Supplier in Bangalore, India
- Service Incident Reporting, Process documentation & streamlining within ITIL framework
- Liaising with third party suppliers, field engineers, provisioning and account teams and customers directly in UK & global
- Key involvement in process analysis projects and department restructuring, and writing & delivering training and support for technical & non-technical staff.
Education
Ranelagh School, Berkshire: 9 GCSE’s (Grade A-B) & 3 A-Levels (Grade A-C), University of Wales Swansea: BA (Hons) in Geography, Grade 2:1 -
Skills
- Leadership
- Operational Management & service transformation
- Strategic awareness
- Drive for delivery
- Customer, supplier & stakeholder relationship management
Custom
I am a busy father of two and when time permits, I enjoy running, cycling & mountain walking.
Timeline
Head of Operational Support
Neos Networks
09.2020
Head Of Operations, Retail Telecoms
SSE PLC (Ovo)
01.2016 - 07.2020
Senior Manager of Service Transition
Vodafone UK
01.2014 - 01.2016
Operations Manager IP & Data
Vodafone UK
09.2008 - 01.2014
Senior Network Engineer & Shift Manager
Cable & Wireless Communications
04.1997 - 09.2008
Ranelagh School, Berkshire: 9 GCSE’s (Grade A-B) & 3 A-Levels (Grade A-C), University of Wales Swansea: BA (Hons) in Geography, Grade 2:1 -
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