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 -
Similar Profiles
Stefano CeroniStefano Ceroni
Captain B-787-9 at Neos Air S.p.A.Captain B-787-9 at Neos Air S.p.A.
Jordan OngJordan Ong
IT Engineer at NeOS Company, LimitedIT Engineer at NeOS Company, Limited
Richard ClarkRichard Clark
Marketing manager at Neos HospitalityMarketing manager at Neos Hospitality
Cody ThompsonCody Thompson
Head Teller/Operational Support at Point BankHead Teller/Operational Support at Point Bank
HEATHER PETTITHEATHER PETTIT
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company