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9 Bradshaw Hall Lane, Heald Green, Cheadle, SK8 3AG
Telephone: 07966 564117
Business Improvement Manager
Interserve October 2015 – Present
Working across a business unit on delivering operational efficiencies, service enhancements and quality
improvements using Service LEAN tools, techniques and Ingenuity. I have worked on East Thames Group contract
within Communities, and I am currently working on London Underground to support the Bid Team.
On the East Thames Group project, I delivered initial savings of over £150k, which over the contract would rise
to over £600k. This was down to removing waste, bringing in new equipment, and excellent engagement with
the Estates Cleaning Management team and operatives alike.
On the London Underground project, we have been mapping the stations 24 hours around the clock, and through
trial and delivery have identified many opportunities to increase productivity and reduce waste.
Delivering sustainable change using the Ingenuity and Service LEAN proven approach and techniques
Essential to take Staff, Clients and Managers on a journey to ensure buy in to new ways of working
To maintain the Ingenuity reporting process as set out in the Governance
Being able to cost new and existing contracts to Ingenuity systems.
In putting data into the LEAN Model to ascertain the correct and most efficient system design
Able to present the new LEAN System design to Clients, Managers & Staff
Reviewing LEAN processes to capture current and then future state once they have been installed
Removal of wasted time in all facilities and being able to quantify around the findings
Using the 3 phases Feasibility, Testing and Implementation being able to talk around each individual
Test the Solution upon implementation and gauge all areas of the system
Manage and control expenditure within agreed budgets.
Continually review all contracts to improve productivity whilst maintaining cleaning standards
Sell on non-contracted work and additional services to increase the revenue generated by the account
Resolve contractual queries or issues
Manage the P&L to maximise the profitability of the portfolio of large Key sites
Ensure that cash management and debtor days meet business requirements.
Effectively manage key relationships with all internal stakeholders and in particular – Senior/
Regional Director, Senior Area Managers, Area Compliance Manager, Contract Manager, Key
Account Manager/Director, Sales, other Area Managers, Finance, HR, Business Support Manager and GIS
and cleaning colleagues.
Externally – customers, suppliers.
Span of Responsibility
Provide full service delivery to a number of large key sites in a geographical area
Manage customer revenue within the geographical region to meet agreed profitability
Fulfilment Manager North
Exterion Contract ( Interserve ) June 2014 – October 2015
Responsible for the UK North of Birmingham, including Scotland.
I had a team of 4 Delivery Managers reporting to me, and look after 4 Regional Boarding Centre’s in
Glasgow, Newcastle, Leeds and Manchester.
My role was to maintain the contract profitability, retention and growth through the delivery of a
consistently high standard of customer service. Achieve and exceed contractual client service level
agreements and ensure KPI’s are met.
To ensure our service level agreement /contract specification, and clients short notice demands, are
met and are in line with the budgeted requirements. My role needed to ensure I acted commercially,
had excellent Time Management skills, Coach and Develop my staff, and display Leadership
I was involved in LEAN projects across all 4 Regional Boarding Centres, and brought in some major
improvements which increased productivity. I also compiled the Print Charter which enabled Interserve
and Exterion to agree a process for production and delivery of posters
I worked for Exterion Media under its different guises (TDI, ViacomOutdoor, CBS Outdoor) for 14 years
before being TUPE'd over to Interserve in July 2014, still working on the Exterion Media Contract.
Exterion Media are an Out Of Home Advertising provider, and I worked on the Operations side of the
business. Exterion fix advertising to 95% of the buses in the UK, plus all sites on the London
Underground Tubes and Stations, National Rail stations and National Tram Networks. Exterion Media
outsourced the Operations division to Interserve in July 2014.
Exterion Media, North East, Yorkshire, Lincs and East Mids
Divisional Manager August 2010 – June 2014
An experienced middle manager within Exterion Media, market leaders in transportadvertisingin the UK and partof one of
the largestmedia companies in the world.Responsiblefor:
Managing,challengingand leadingthe Delivery Team function within North East England, Yorkshireand Linolnshire
The role included:-
Extensive sub-contractor and employee management
To deliver on costs within budget and expectation
Management and develop effective relationshipsacrossall businessfunctions
To have the management capability to ensure the team is agileto take on new business in shortlead
Manage complex logistic projects involvingvarious
Project management of assetdevelopment on rail and bus
Maintain extensiveHealth & Safety requirements
Managing,challenging and leading the Delivery Team (employed and/or contracted workforce) within my
Providing clear and timely adviceand instruction acrossmy area of responsibility
Managing existingpracticeand driveforward development opportunities
Deliveringquality displays on time, and in accordancewith accountability targets
Workingunder the direction of the Operations Director to ensure uniformity of process and procedures
Work collaboratively and develop effective relationshipswith both internal and external teams and
departments Undertaking duties as required by the Operation Director to ensure safe, efficient and
effective management of operations in my geographical area includingstrictadherenceto all H&S poli cy
Ensuring strictBudget Management and Control
Helpingshape the direction and cultureof the department through my management styleand ability to ‘make it
Buildingwide-rangingrelationships acrossall our internal departments, sub-contractors and external franchise
Gainingextensive experience across two very diverse sectors – Media & Public Transport
Fourteen years of serviceto Exterion Media where all key objectives under my control have continually been
Buildingof and maintaininglong term, management relationshipsto the benefit of my employers
Optimization of existingcontracts and procedures to deliver continual improvements
Management of KPI’s and maximizingvaluewithin them
Delivery of key projects on time and within budget
CBS Outdoor, Manchester
Delivery Manager September 2003 – August 2010
• Deliver Results
o To ensure a consistently high standard of service is delivered in accordance with the Contract Specification.
o To undertake regular Partner contact, build relationships and ensure satisfaction with the service delivery, as
indicated within CVC Survey scores
o To undertake regular contact with Franchise Engineering staff to ensure availability of assets for Bill Posting.
o To undertake regular contact with Fixers to ensure timely delivery of campaigns.
o To undertake Asset audit checks when required.
o To undertake Delivery Audit checks when required.
o To ensure all queries and complaints are dealt with in a timely and effective manner and that the client is kept
fully informed of what action has/is being taken.
o To ensure that all H&S Processes and Policies are adhered to.
o To review the operation of the contract and identify ways in which productivity can be improved ensuring the
most effective methods are operated whilst maintaining standards.
St Annes RC High School September 1980 – June 1985
Maths, English, Geography, IT Studies, Religion A-C
- Proficientin MicrosoftExcel and PowerPoint to aid delivery of presentations
- Ability to formulate and idea and see it through to fruition
- Attention to detail,analytical and fluentin interpreting technical data
- Strong, confident and successful Leader
- IOSH Management Certified
I have been married to my wife Nancy for 19 years, and we have 2 children, Patrick aged 17 and Sean aged 14.
My hobbies include Home Improvement, watching Football, and most sports. I like to go to Concerts, and enjoy
the theatre. I like to travel, and my ideal holiday would be to travel across America in a Motorhome.
Available on request