Rafet Celebi

• Building and maintaining strong working relationships with the Train Operating Companies (TOCs) and managing the relationships on a daily basis

• Overseeing the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements

• Working with Customer Services, Engineering and sub-contractors in managing and meeting key SLA and KPI metrics, stimulating growth and performance

• Management of the financial performance of the assigned TOC contracts

• Identifying and promoting opportunities to reduce operating costs, as well as generating additional revenue via variation orders in collaboration with internal teams

• Identifying and, where appropriate, implementing process improvements and other changes to enhance the Customer Service organisation

• Acting as the primary customer point of contact for all matters, including technical / performance queries and downtime exemption applications. Escalating / resolving issues as appropriate

• Working with internal teams to develop end of life estimates, performance impact statements, as well as maintenance and recovery plans

• Leading in customer discussions on potential or proposed contractual changes

• Preparing and distributing detailed technical and performance reports / statistics as required by internal and external stakeholders. Working with internal analysts to identify trends and insights.

• Undertaking contract-level performance management resolutions. Resolving / escalating as required.

• Working with project management and other internal teams to plan and deliver system upgrades and variation orders where required

• Ensuring internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraints

• Developing a strong working relationship with the assigned Quality and Health & Safety representatives and working collaboratively to ensure contractual and legislative compliance

• Ensuring that sub-contractors comply with the relevant statutory Health & Safety legislation and other relevant regulations

• Ensure that sub-contractors carry out work to standards of quality compatible with ISO9001

• Responsible for overall customer satisfaction and service delivery of global accounts, ensuring operations are managed in accordance with agreed SLAs / KPIs, and customer expectations are not only met, but exceeded
• 99% Incident and IMAC SLAs achieved over a 12-month rolling period
• Improved workflow efficiency for all areas within the business, both internally and externally
• Proactive implementation of executive reports for key global customers, including incident / problem / change / project trend analysis
• Embedded continual service improvement in various areas of the operational process, ensuring all changes are tracked within the CSI Register / Service Improvement Plans
• Management of financial reports, as well as customer contracts, invoicing and partner support POs on a monthly basis
• Maintaining positive relationships with key counterparts and senior managers, identifying customer needs and overseeing service delivery within the company context
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for forecasted issues

• Working within a global Financial Services environment, managing all major incidents and service operational processes and procedures, ensuring that BAU is being delivered on a daily basis and SLAs are being met
• Analysed Incident and Problem trends to identify existing environmental risks and potential impacts to service
• Reviewed and produced service metrics / reports. Documented post-incident recovery steps and carried out Root Cause Analysis (RCAs) when required, ensuring the risk of recurrence is reduced
• Shift Manager: Responsible for overseeing multiple datacenter incident analysts, delegating major incident tasks during busy periods, as well as submitting emergency change requests
• Change Management: Facilitated weekly Change Approval Board (CAB) meetings, ensuring all major change requests are clearly documented and ready for approval/implementation, including outage periods to production systems
• Liaising and maintaining strong business relationships with Infrastructure / Application teams, Third-Party Vendors and Senior Management