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Curriculum Vitae for Neil Campbell

Full Name: Neil Campbell Telephone: +44 (0) 7429 282886 Home Location: Crawley, West Sussex,

RH10 3TB E-mail: npcampbell@blueyonder.co.uk

LinkedIn Profile: http://uk.linkedin.com/in/neilpcampbell

Current Role: Digital Transformation & Delivery (Cognizant Business Consulting) 6

Internal Grade: Senior Manager

Role History:

Service Delivery & Relationship Lead 6

Digital Platform & Support Lead 5

Head of Software Services 4

Implementation Consultant 4

Technical Pre-Sales 3&4

Technical Account Manager 3

Application Support Team Leader 3

Application Developer 1&2

Related Industries:

6 IT Consultancy, Services & BPO

5 Utilities (Gas & Electric Provider)

4 Human Resources (Talent Management)

3 Mobile Telecoms (2G/3G Network Planning)

2 Travel (Reservation Systems)

1 Finance (Equity Trading)

Personal Summary

I am a dynamic, innovative and experienced senior technical manager with cross-industry exposure, predominantly in Digital Operations, E-Commerce, Service Delivery and Relationship Management fields. As a leader I motivate and influence through 360º to achieve results. Able to visualise solutions and manage transformation required to realise a corporate vision. From both my current and earlier career I have highly developed relationship management skills, and am considered a gifted communicator. I am in the rare position of being both a 'Technical' and a 'People' person, and as such am particularly skilled in acting as an interface between business-oriented people and technologists. With strong business acumen & commercial awareness I am capable of dealing with people at all levels with sufficient gravitas to make an impact and get the job done. Also with highly polished presentation skills, I have confidence of swiftly becoming a valued asset to the organisation I am part of. I have a joint BSc. Honours degree in Computer Science & Artificial Intelligence from The University of Sussex. Specialties: Digital, Service Delivery, E-Commerce, Service Operations, Programme Management, Service Transformation, Relationship Management, Stakeholder Management, Vendor Management, Risk Management, Web Applications, Matrix Management, Development Methodologies, Agile Delivery, Scrum, DevOps, Waterfall, Computing as a Service (CaaS), Platform as a Service (PaaS), Software as a Service (SaaS), Application Performance Management (APM), Solution Design, Service Design, Product Ownership.

Current & Recent Role Summary

Reporting at CIO level as Head of Software Services with a previous company, I headed up teams in Development (Agile delivery model), Product Support, Implementation, Business Analysis, Q&A, Project Management and Client Services. This was working for a global software house within the field of 'Talent Management' (or HCM). In my current role I am delivering Digital Solutions to customers as part of a Global IT Consultancy. In my recent role with British Gas I was responsible for the Operational web-presence of the company's flagship www.britishgas.co.uk website, including all Service Delivery, Risk Management, Release Management, Incident Management and SLA compliance. This is a multi-brand/multi-business/multi-channel fully transactional Digital e-commerce application, with approximately 4 million registered active customers. The site offers full integration to Europe's largest SAP billing system and sophisticated Customer Journeys. In that role I was the ‘Service Owner’ and maintained relationships with multiple stakeholders including Business Owners, Managed Service Providers, Vendors and internal Stakeholders.

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Earlier Work

Formerly worked for a market leader in the Mobile Telecoms sector in both Technical Account Manager and Application Support Team Leader roles. Within a Matrix Management environment this involved frequent client visits both in the UK and to Europe with Sales Account Managers. In this capacity I was involved in the tendering process during the company’s attempts to further infiltrate the French market with Bouygues Telecom and Alcatel-Lucent. This role involved dealing with Customers on a global scale such as Nokia, 3 (Hutchison Whampoa) and Orange (France Telecom). In this context I was also exposed to working with large sets of accumulated customer data and the security controls required to conform to the Data Protection Act. With an earlier background in graphic design I am skilled in User Experience (UX) design concepts. This was heavily utilised in the creation of separate instances of a company's white-labelled product by implementing unique corporate branding per customer. I was also involved in company's re-branding, updating their demo instance of the product to reflect the new logos and design scheme with a bias to the American market. I called upon skills gained both academically and as a practitioner when introducing design and functional change to the product. With an Agile approach this meant that iterations of development lead to improvements in the usability and made for a truly user-centric product.

Work History

Company: Cognizant Technology Solutions Division: Cognizant Business Consulting

Dates: March 2015 to Date

Role(s):

Project Manager – Digital Delivery

Service Delivery & Relationship Lead

Industry Sector: IT Consulting, Services & BPO Key Customers: British Gas (Centrica), Anglian Water Services

Responsibilities:

Digital Delivery of Anglian Water’s new transactional web portal – Phase 1

Service Ownership of the British Gas Online service (previous role moved to Cognizant as a Managed Service)

Responsible for Delivery for portfolio of Services to meet or exceed the Service commitments

Maintain and enhance Business Relationships

Engage and Manage Vendors to support Service Operations delivery

Subject Matter Expert accountable for maximising availability of Business Services and support critical Incident Resolution

Responsible for implementing Service Ownership Culture within the teams

Provide support for implementing the Target Operating Model and Transformation Projects

Participate and where appropriate drive Service Reporting and Governance Meetings

Participate and contribute towards Continuous Service Improvements (CSI) and Innovation to achieve Best in Class Delivery

Company: British Gas (Centrica) Dates: July 2009 to March 2015 Role: Digital Platform & Support Lead Industry Sector: Energy (Gas & Electric supplier) Key Customers: General Public & Corporate

Responsibilities:

Responsible for the British Gas and Sainsbury’s Energy web presences, their health and upkeep

Lead, define and proactively manage all Service Level Agreements (SLAs) for the Online Channel

Ensure adherence to all Incident and Problem Management processes

Manage the relationship between Leeds Online Call Centre 1st line support and 2nd/3rd line support

Manage the relationship with Verizon, our 3rd party hosting provider ensuring best value and ROI

Provide a communication channel for all issues pertaining to the British Gas Online web presence

Measure, review and report performance to senior stakeholders

Manage Service Continuity & Disaster Recovery ensuring all services are ready for failover at all times

Manage, predict and act on all capacity issues and health checks

Review service provision and ensure contracts are measure and fit for purpose for end to end delivery.

Drive the technology path that supports a world class service

Manage the delivery of fixes, upgrades, change and content for the site using Agile

Manage all Change Management activity for Online in accordance with ITIL process

Create and maintain communications plans for all planned and unplanned outages

Ensure all key pages and journeys are monitored and automatic alerting is in place

Ensure clear definition and adherence to Release Management process

Manage and monitor all hardware, software and licence renewal/decommissioning

Manage 3rd party suppliers for Managed Service support staff and ensure best ROI from the relationship

Provide a point of escalation for software issues with the site providing solutions within the terms of the SLA

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Company: TalentScope Inc. (formerly Zynap Limited) Dates: March 2007 to Jan 2009

Role(s):

Head of Software Services (Programme Management)

Implementation Manager

Implementation Consultant

Industry Sector: Human Resources (Talent Management/HCM) Key Customers: NHS, Oracle, AstraZeneca

Responsibilities:

In final role heading up all IT Departments: Development, Business Analysis, QA, Support, Implementation & Project Management

Responsible for the full lifecycle of Programme Delivery and Development using Agile methodology

Responsible for business process analysis, user experience, functional specifications, technical pre-sales and customer presentations

Preparing software demonstrations tailored to a particular Customer

Preparation of bespoke documentation as required

Acting as an interface between the business staff and developers

Product Ownership decision-making

Line-management and mentoring

Data migration and manipulation

Customer training

Fully Customer facing with frequent client site visits

Headquartered in the US (NYC) with mix of UK & US Customers

Heavily involved in the corporate re-branding that took place incorporating it into the design of the web front-end

Company: Aircom International Dates: April 2004 to March 2007

Role(s):

Application Support Team Leader

Technical Account Manager

Technical Pre-Sales

Industry Sector: Mobile Telecoms (Network Planning) Key Customers: Nokia, T-Mobile, Three UK, O2, Orange, Vodafone

Responsibilities:

Line-management of the 14 staff within the Product Support Team

Technical Pre-Sales consultation including site visits as required

Assisting with completion of tender documentation and quotations in conjunction with the Sales Account Managers

Ensure that customer satisfaction is maintained and SLA targets are met

Monitoring of KPIs

Report writing representing performance statistics

Software implementation & upgrades

Oracle administration and upgrades

Fault diagnosis & resolution

Bug logging & re-creation

Provision of Customer training courses

Technical Account Management for designated Key Customers

Adhering to service management standards as defined by the ITIL framework

Company: Anite Travel (formerly Travellog) Dates: Sept 2001 to July 2003 Role: Application Developer Industry Sector: Travel (Reservation Systems) Key Customers: MyTravel, Virgin

Holidays, First Choice, Center Parcs

Responsibilities:

Support & development of bespoke travel reservation systems

Anite has been supplying reservation systems, managed services and e-commerce applications to tour operators, airline consolidators, cruise, ferry and rail companies for more than 20 years.

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Role: Application Developer Dates: August 2000 to April 2001 Company: Wilco International Industry Sector: Finance (Equities Trading Systems) Key Customers: Deutsche Bank, JP

Morgan, Merrill Lynch

Responsibilities:

Support & development of financial trading system

Problem solving

Bespoke development & testing as required

Using C, T-SQL and Sybase on a Unix platform

Writing stored procedures & triggers for configuration of STP (Straight Through Processing) component

Client interaction through both phone and CRM (Clarify)

Originally a subsidiary of ADP.

Early Career (pre IT - Service Sector)

Contracts Manager

(OCS subsidiary) Jul 94 to Mar 95

Responsible for allocated contracts and all aspects of related Management incl. staff recruitment, training, client relations & quality assurance. Directly responsible for up to 80 staff.

Operations Manager

Fernley Airport Services (Aer Lingus plc) Jul 92 to Apr 93

Responsible for the airside operations unit at Heathrow and ensuring the provision of a quality service to major airlines whilst adhering to strict operational deadlines. Directly responsible for up to100 staff.

Customer Accounts Manager

Fernley Airport Services (THF) Feb 88 to Jun 92

Acting as pivotal point of contact for personally allocated clients (Continental Airlines, Virgin Atlantic & others), monitoring and reporting on all aspects of service delivery, producing daily written & verbal reports. The Company adopted an ongoing programme of Total Quality Management, with my department playing a key role in its implementation. Based within Sales & Marketing Dept.

Personal Interests

Sport Computing Socialising

Art & Literature Cinema Music

Mobile Technology Decent pubs/bars Restaurants