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Summary

An experienced senior ICT professional with a passion and strong focus on delivering world class services through Service and Project Management practices, Richard is driven by his experience within an operational background for both public and private sectors and having significant experience of working in the public safety sector.

As an accomplished technical specialist in public safety and blue light sectors, Richard has delivered complex solutions and advised clients across the world, including ACPO and C-Level staff, on various strategic commercial and operational practices using his direct industry experience and working at the leading edge of the implementation of new technologies.

He is an adaptable individual having filled diverse and varied roles and has extensive experience in the implementation and transition of diverse programmes, managing successful delivery through the project lifecycle.  Richard has demonstrable communications and stakeholder management skills with ability to influence, enthuse and motivate people at all levels with the ultimate aim of driving profit, organisational growth and improving service delivery, as well as making sure the end result is customer focused.

Richard is the holder of the Chief Constables Quality of Service award following nomination by the National Police Air Service for his work ensuring that the business requirements for the new Air Service were effectively met with the introduction and supportability of ICT solutions to meet their complex operational needs.

Work experience

Head of Service

CGI IT UK LTD, UNITED KINGDOM
JULY 2015PRESENT

Employed by CGI IT, the fifth largest independent ICT and business processing outsourcing company in the world, Richard is responsible for delivery of highly complex outsourced ICT contracts.  His projects include:

DSP - UK Smart Meter System

Richard is currently the Head of Service for the UK Smart Meter service, providing the underpinning central ICT infrastructure and applications to support the rollout of 53 million meters to UK households.  His responsibilities include the service strategy, design and operations for this 24/7 Critical National Infrastructure service. 

He has line management responsibility for 5 service managers, 2 continuous improvement managers and matrix management responsibility of over 120 members from specialist technical teams.  He holds budget responsibility for GBP15m per annum of spend.

Key Achievements by Richard include:

  • Reduction of high-severity incidents by 57%
  • Increase of financial year margin by 8% through increased revenue and reduction of cost.
  • Increase of Client Satisfaction score by 11%.
  • Introduction of new service strategy and team structure.
  • Introduction of new Change and Incident Management processes.

Central & North West London Hospitals Trust

Richard was the Technical Manager for the outsourced ICT provision to the largest Mental Health NHS trust in the UK.  Richard held a number of ITIL portfolio responsibilities which included problem management and successfully led problem investigations to a number of long running, high impacting issues to successful resolution.

Richard was also responsible for managing all third-party organisations supplying ICT services to the trust for a 5-year ICT outsourcing contract. During his time Richard has managed to recover failing services by third parties, recovering costs and introducing continual service improvement obligations to ensure better service for the trust.  This included generation of additional GBP2.8m revenue over the contract life and reduction of a cost liability in excess of GBP1m to a GBP100k revenue surplus.

Programme Manager

North Wales POLICE, UNITED KINGDOM
Jul 2011JULY 2015

Directly employed by North Wales Police as a Programme Manager, whilst running the technical assurance and contract management practice, his projects included:

ICT Managed Service Consolidation

Responsible for the management of an OJEU competitive dialogue procurement for the sourcing of a single-supplier consolidated ICT managed service contract, replacing multiple existing ICT contracts covering all aspects of the ICT service delivery to North Wales Police.  The award of this contract, valued at GBP19m will deliver a projected GBP5m of savings over the 5 years in addition to significant service improvement.

Physical & Electronic Security

Responsible for the forces Physical and Electronic Security solutions used to protect both North Wales Police premises, and vulnerable or VIP persons located within the North Wales area.

ICT Supplier Management

Responsible for supplier management of number of existing contracts with the aim of ensuring best-value and requirements compliancy.  This has led to the on-boarding of a number of new suppliers and exit-management of services no longer fit for purpose.

Command & Control Upgrade

Project Managed the GBP500k upgrade of the I/CAD Command & Control system software and hardware; this project was delivered within cost and time tolerances ensuring future supportability of the solution and delivering significant new features and functionality to support front-line operations.

Senior Consultant

UXC Consulting (formerly Gibson Quai-AAS), AUSTRIALIA
Jan 2009Jul 2009

Richard was seconded over to Analysys Mason’s business partner, UXC Consulting (formerly Gibson Quai-AAS) in Australia for six months to assist in a number of projects which include:  

Northern Territories Police, Fire and Emergency Services – Project 25 Upgrade

Responsible for technical and contractual assurance of the Northern Territories upgrade of their Motorola P25 radio communications systems. The implementation included a digital radio scheme, voice recording solution, microwave backhaul equipment, and control room integration.

Gorgon Gas Fields – Security Systems Implementation

Responsible for providing technical assurance over a number of disparate security systems, including CCTV, Access Control and Perimeter Security for a new gas processing plant to ensure compliance with requirements as part of the Australian Critical National Infrastructure.

Lead Consultant

Analysys Mason Ltd, UNITED KINGDOM
Nov 2004Jul 2011

Employed as a Lead Consultant, Richard's was responsible for consultancy to Public Sector clients. Noteable projects include:

 North Wales Police – Interim ICT Manager

Responsible for the resolution of a contract that had gone into breach due to failing from the supplier.  Resolved all service related issues and non-compliances, and identified over GBP200k of damages that the client was able to claim. Additionally, through change management provided identifiable savings of over GBP250k GBP on a number of contracts that required detailed renegotiation due to changing requirements within the force.

Department of Health/NHS – Ambulance Radio Programme

Acting as Head of Technical Integration his responsibilities included technical and contractual compliancy for system design covering Airwave Radio, ICCS, Command & Control, Voice Recording and Mobile Data. In charge of the technical test team and the single point of contact for all testing related issues, ensuring correct analysis and resolution was undertaken. 

Retained by Department of Health post implementation to provide expert witness testimony during mediation of in-life contract issues.

National Policing Improvement Agency – Airwave Impact of Force Mergers

Provided technical and commercial advice to the NPIA on the impact of the UK Governments proposed police force mergers, identifying significant technical and commercial issues that would need resolution should such mergers go-ahead.

National Security Agency, Middle Eastern Country

As a consultant to a Middle Eastern country, Richard authored a business Strategy for a National Security Agency for the identification, interception and analysis of mobile satellite communications solutions.

Department of Health/NHS – Call Connect Standard

Defined the requirements and provided technical compliancy verification on behalf of the Minister for Health, ensuring that all English ambulance services were able to provide accurate recording data for the new call connect standard due to be implemented. This standard required an accurate time stamped integration between the Trust’s telephony system and their command & control system as part of a the recommendations of Peter Bradley's "Taking Healthcare to the Patients" report to ensure accurate reporting of call answering times across English ambulance trusts.

Public speaking engagements

2010 - APCO Australasia - Future of Control Room Systems

2008 - BAPCO - A 999 Fit for Purpose?

Hobbies

Richard has recently retired from competitive sailing due to a long-term sporting injury however has been sailing since the age of eleven at local and national events. 

Richard is a regular volunteer for both RYA and RYA Cymru, assisting in the running of Regional and National sailing competitions in either Race Team or Safety Lead roles.  Richard holds RYA Powerboat and Safety boat along with PADI Advanced and Rescue diver qualifications

Education

Certifications

ITIL™ V3 SERVICE OPERATIONS LIFECYCLE

QA LTD
2019

ITIL™ V3 Foundation

IQ QA Ltd
2010

Advanced Financial Management

Cranfield SCHOOL OF MANAGEMENT
2010

Prince2™ Practitioner

IQ QA Ltd
2008

Security clearance

MOD NSV - SC

Warwickshire Police - NPPV Level 3

North Wales Police - RV/MV Clearance