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.