Open To Work
Paul Speed
Maidstone,KEN
Summary
Dynamic Global Service Delivery Lead at Nsc Global, adept at driving service excellence and client satisfaction. Proven track record in contract negotiation and revenue tracking, leading teams to exceed performance targets. Skilled in resource planning and decision-making, ensuring seamless IT support across multiple regions while fostering strong client relationships.
Overview
26
26
years of professional experience
Work History
Global Service Delivery Lead
Nsc Global
01.2025 - Current
- Overseeing the provision of comprehensive IT and technical support across multiple time zones, including APAC, EMEA, NAM, and LATAM
- Managing a team of nine professionals, comprising Service Delivery Managers, Call Coordinators, and Process Analysts, ensuring seamless coordination and delivery of Field Services, Dedicated Local Tech Support, Remote Tech Support, and Smart Hands Support.
- Conducting weekly and monthly governance reviews to internal and customer leadership, facilitating daily team connect meetings, and collaborating closely with both direct employees and partner resources to meet service standards.
- Serving as the primary escalation point for global issues, ensuring prompt resolution and continuous service improvement.
- Responsible for overseeing monthly billing and invoicing processes, collaborating closely with clients and internal teams to ensure accuracy, timely delivery, and alignment across all parties.
- Collaborated closely with the COO level, delivering presentations and supporting reporting and governance updates to ensure clear communication and effective decision-making.
- Experienced in scoping and delivery model services.
- Oversee supplier onboarding, third-party risk, compliance, data protection and contract/SOW activities
- Global Service Delivery Lead for a multinational professional services firm
Head of Professional Services
Nsc Global
05.2023 - 01.2025
- Senior Business Unit Leader reporting directly to the COO, overseeing a global team of approximately 100 employees and contractors across onshore, nearshore, and offshore locations.
- Responsible for managing and tracking revenue across multiple accounts, serving as the primary global point of contact for key clients, and leading responses to RFI and RFP requests for both small and large service providers.
- Skilled in P&L management with ownership of a $10 million revenue stream, utilizing financial insights to drive strategic decisions and ensure profitability.
- Conducts regular governance reviews to oversee global service delivery, supports sales and presales activities by scoping solutions aligned with customer needs, and collaborates with sales teams to identify and qualify pipeline opportunities.
- Experienced in contract negotiations and renewals to maximize growth, enhance client satisfaction, and strengthen long-term business relationships.
Professional Services Engagement Manager
Nsc Global
07.2015 - 04.2023
- As Engagement Manager for NSC Global, I led a team of 50 professionals—including Supervisors, Network Engineers, Project Coordinators, Delivery Managers, Project Managers, and Cisco and Alcatel Specialists—delivering O2 Wi-Fi services.
- My responsibilities encompassed driving team performance to meet contract service levels, service improvements, and customer satisfaction, acting as the primary point of contact for O2 Wi-Fi.
- I developed a deep understanding of the customer’s business and internal account plans, managed monthly billing and invoicing of up to £400k for project work, and ensured financial and service charges were aligned with fiscal schedules.
- I collaborated closely with the account director on new business opportunities and BAU services, overseeing work package delivery into O2 Wi-Fi and Network Rail.
- Additionally, I managed resource onboarding, training, recruitment, forecasting, and contractor invoicing.
- I provided a fully managed consultancy service with structured management, escalation pathways, quality assurance, and resource development, conducting weekly service review meetings with O2 department heads and Telefonica sponsors to strategize medium- to long-term delivery.
Telecoms Consultant
Nsc Global
01.2015 - 07.2015
- Telecoms Consultant providing telecoms and networking consultancy for NSPCC in collaboration with o2 Unify.
- Served as the primary technical project lead for o2 and NSPCC, overseeing LAN, WAN, Wi-Fi, and cable infrastructure projects.
- Participated in weekly CAB meetings to review, discuss, and approve network change requests, ensuring seamless and secure network operations.
Team Leader / Line Manager / Service Delivery
Getronics
10.2011 - 01.2015
- Team Lead for Network Operations overseeing a team of 9 Network, Systems, and Cabling Engineers, including an administrative role, supporting onsite and remote field teams across the UK.
- Managed daily operations, conducted regular 1-2-1s, and ensured all contract processes and technical support requirements were met.
- Focused on Continual Process Improvement (CPI), leading weekly customer service reviews to monitor CPI initiatives.
- Acted as the primary escalation point for Ford UK’s LAN and Cable teams, managing daily service operations.
- Led end-to-end project management for installations and implementations, providing quotes, coordinating with customers and suppliers to meet tight deadlines.
- Delivered data centre support for cabling infrastructure, fibre, and Cisco hardware, while providing on-call support for network outages and infrastructure issues.
- Ensured network stability across production and office sites through proactive monitoring and regular customer communication, adhering to SLAs and Change Control processes.
- Managed resource planning for a 24/7 on-site and on-call engineering presence and collaborated with UK suppliers, raising purchase orders and approving procurement activities.
Senior Network Engineer
Kcom
01.2004 - 10.2011
- CCNA-certified Network Engineer supporting Ford Motor Company's Class A network, responsible for installation, implementation, and maintenance of local LAN infrastructure.
- Skilled in deploying and configuring Cisco switches across all platform types, ensuring optimal network performance.
- Managed incidents and worked within SLA frameworks, participating in change meetings to facilitate seamless network updates.
- Collaborated closely with Ford project planners on ongoing and upcoming projects, providing technical expertise.
- Configured and troubleshot Cisco hardware in coordination with the NOC through ticketing systems, maintaining network reliability and performance.
Telecommunications Engineer
Siemens Network Systems
01.2000 - 01.2004
- Managed cable installations and network infrastructure within the Data Centre, coordinating closely with Ford and HP.
- Handled administrative tasks related to network management, including updating and maintaining websites, databases, and spreadsheets in Excel and Access.
- Built and maintained strong, trusted customer relationships through regular communication and meetings.
- Collaborated closely with Cisco engineers, supporting various roles across multiple protocols and applications, and assisting in fault resolution to ensure network stability and performance.
Education
Customer First Course - Presentation
12.2014
ITIL V3 Foundation -
12.2014
AMD (Accelerated Management Development Programme) -
12.2013
CCNA -
CCNP Switching -
Skills
- Leadership
- Service Delivery
- Decision Making
- Motivator
- Professional Services
- Service delivery management
- Resource planning
- Contract negotiation
- Revenue tracking
- Client relationship management
- Team leadership
- Project coordination
- Customer satisfaction
- Problem solving
Projects
Network Rail Switch Transformation Project, Project Lead to assist in the programme of works needing to transform 919 switches over 389 sites. Walk in Take-Over Of A Global Transformation Programme, Managed 30x technical and project resources for a major energy company. Delivering Innovation in Mobile & Broadband Networks, Delivering 45+ technical resources with expertise across multiple service lines. Data Centre Consolidation, Working as part of a team to consolidate data centre operations. WAN Refresher Upgrade, Working alongside Ford WAN planners to upgrade hardware on core devices.
Hobbies and Interests
- Playing Golf
- Qualified England Boxing coach
References
Available on request
Work Preference
Job Search Status
Open to workSalary Range
£45000/yr - £200000/yrTimeline
Global Service Delivery Lead
Nsc Global
01.2025 - Current
Head of Professional Services
Nsc Global
05.2023 - 01.2025
Professional Services Engagement Manager
Nsc Global
07.2015 - 04.2023
Telecoms Consultant
Nsc Global
01.2015 - 07.2015
Team Leader / Line Manager / Service Delivery
Getronics
10.2011 - 01.2015
Senior Network Engineer
Kcom
01.2004 - 10.2011
Telecommunications Engineer
Siemens Network Systems
01.2000 - 01.2004