1. Curriculum Vitae
Protective Marking: CONFIDENTIAL (NFD) Dave Lavender
Ref:DL-CV-11-2015
Dave Lavender
32 Heathbrook Avenue, Wall Heath, West Midlands, DY6 0ER
T: 07792 704703
E: Lavender.Dave@Talk21.com
Personal Profile
A proactive, adaptable and conscientious person, with over 10 years experience in the ICT Industry both
Private Sector and Local Government organisations. A leader in customer relationship management and
business stream development, with both PRINCE 2 and ITIL certifications
Overcoming challenges through a pragmatic and dynamic approach, drawing on wide-ranging customer
relationship skills and technical expertise. A diplomatic communicator with a proven track record of
customer management, leading and delivering significant programmes, delivering technical projects and
building trust whilst facilitating effective customer relationships.
Consistently working to the highest professional standards and thriving as the owner and leader of
significant customer programmes whilst remaining an effective team player.
Career History
May 2014 to August 2015
Getronics – Senior Service DeliveryManager
For a number of high profile, high priority Private sector company accounts
Employed on a contract basis as a Senior Service Delivery Manager. Based on client sites being
responsible for services delivered improvements and innovation with the primary objective being contract
renewal for the Getronics top ten accounts. .
Responsible for all aspects of service delivery on a day to day 24x7 operational delivery level. In
partnership with the client and various 3rd parties including TCS & Vodafone. I was fully responsible for
ensuring compliance to all SLA’s and KPI’s including those provided by thirds parties whom I was also
responsible for managing. Continual service improvement initiatives successful enhanced SLA from 80%
up to 95% with a number of KPI’s achieving 99.5%. All SLA’s and KPI’s were achieved over the last six
months with my client.
Main role responsibilities:
 Service Delivery Management – Ensuring SLA’s were met, reducing Service Credits
 Customer Services Management
 Management of the P&L for the account(s)

2. Curriculum Vitae
Protective Marking: CONFIDENTIAL (NFD) Dave Lavender
Ref:DL-CV-11-2015
 3rd party contracts Management, negotiating OLA’s / SLA’s / KPI’s with 3rd parties and monitoring
their performance
 Line management of the on-site Technical Engineers / Software Developers across various
geographical locations covering (but not limited to):
 Incident – Including attending Major Incident reviews
 Release
 Problem – Including attendance of Problem reviews
 Configuration
 Quality
 Change – Including attending Change Advisory Board (CAB) reviews
 Upgrades
 Monitor, measure and report on the service delivery against contractual SLA’s / KPI’s and
expectations, including services provided by 3rd parties
 Identify risk and manage / review with the Client
 Chair service reviews with the Client at monthly / quarterly intervals
 Complete service review with senior directors at monthly / quarterly intervals, and internal
contract status reviews and production of contract status reports
 Create / Provide monthly metrics and performance reports to service support any defined
performance targets (e.g. SLAs / OLAs) and to demonstrate function and process delivery
capability
 Negotiate and manage / underwrite OLA’s with internal and external delivery teams (including
3rd parties)
 Define process for monitoring / managing contractual obligations
 Define process for delivering services
 Complete Service reviews with 3rd parties
 Contract re-negotiations including negotiating SLA’s / KPI’s and potential Service Credit
penalties
 Implement and manage continual service improvement based on supporting metrics
 Manage / monitor Client satisfaction and review on a monthly basis
 Manage end user satisfaction and react to any dissatisfied users, liaising directly with the end
user to establish why they were dissatisfied with the service provided and work with the team to
mitigate any re-occurrences
July 2010 to April 2014
Steria – Client Services Manager

3. Curriculum Vitae
Protective Marking: CONFIDENTIAL (NFD) Dave Lavender
Ref:DL-CV-11-2015
For a number of Local Authorities, NHS & Education accounts spread across the UK
Responsible for all of the aspects of service delivery across multiple accounts. Line management
responsibilities of teams of Technical Engineers & Software Support analysts based on site(s) throughout
the UK. Management of 3rd party vendors. Management / monitoring of Client / Customer satisfaction,
including end user satisfaction surveys results. Also the successful delivery of Projects from design to go
live ensuring that the various projects delivered the business benefits accordingly.
Main role responsibilities:
 Service Delivery Management
 Customer Services Management
 Monitoring and Reporting on the finances for the my accounts
 3rd party contracts Management, negotiating OLA’s / SLA’s with 3rd parties and monitoring the
performance
 Business growth including liaising with other Local Authorities
 Working with Technical Architects and external 3rd party providers to design new solutions, then
manage / responsible for the implementation of the solutions into live service
 Management of BPO services (to include Contact Centre, Printing & the Procurement services for
the Client)
 Line management of the on-site Technical Engineers / Software Developers across various
geographical locations covering (but not limited to) full ITIL process’s:
 Monitor, measure and report on the service delivery against contractual SLA’s / KPI’s and
expectations, including services provided by 3rd parties
 Manage revenue and forecasts for the account(s)
 Identify risk and manage / review with the Client
 Complete service reviews with the Client at monthly / quarterly intervals
 Complete service review with senior directors at monthly / quarterly intervals, and internal
contract status reviews and production of contract status reports
 Create / Provide monthly metrics and performance reports to service support any defined
performance targets (e.g. SLAs / OLAs) and to demonstrate function and process delivery
capability
 Negotiate and manage / underwrite OLA’s with internal and external delivery teams (including
3rd parties)
 Define process for monitoring / managing contractual obligations & delivering services
 Capacity planning management Reporting
 Complete Service reviews with 3rd parties

4. Curriculum Vitae
Protective Marking: CONFIDENTIAL (NFD) Dave Lavender
Ref:DL-CV-11-2015
 Contract re-negotiations including negotiating SLA’s / KPI’s and potential Service Credit
penalties
 Management of the on-site Clients Data Centre(s) across all of my accounts. This has been up
to 9 Data Centres at one time as I was the Service Manager across 9 accounts geographically
spread across the UK.
 Implement and manage continual service improvement based on supporting metrics
 Manage / monitor Client satisfaction and review on a monthly basis
 Manage end user satisfaction and react to any dissatisfied users, liaising directly with the end
user to establish why they were dissatisfied with the service provided and work with the team to
mitigate any re-occurrences
I have also been heavily involved in Transition to take on one of the Local Authorities joining 3 others
(managed by me) under the Shared Services Partnership. This involved the transition from an in-house
service provider to an out-sourced service provider (Steria). During this time I also worked closely with
the HR department regarding the TUPE of the staff transferring across / joining my team under my line
management.
I’ve also been heavily involved with the relocation of Clients Data Centres moving / migrating from one
location to another location for a number of accounts, also complete office move where the Local
Authority moved physical location which involved the re-location of all end to end services / infrastructure
(including the Data Centre)
June 2008 / July 2010
Steria – Service Assurance Manager
Wiltshire Council
Responsible for the assurance of all aspects of the service delivery to the ‘Unified’ Wiltshire Council and
in addition responsible for all aspects relating to IT Security for the account
Main role responsibilities:
 Customer Services Manager
 Monitoring and Reporting on the finances for the Wiltshire Council account
 Management of the internal Steria core delivery and service teams for the Wiltshire account
covering:
 Change Management
 Release Management
 Problem Management
 Configuration Management
 Finance

5. Curriculum Vitae
Protective Marking: CONFIDENTIAL (NFD) Dave Lavender
Ref:DL-CV-11-2015
 Quality Management
 Program Office
 All aspects of IT Security for the Wiltshire account liaising with the Wiltshire IT Security
Manager
 Monitor, measure and report on the service delivery against contractual SLA’s / KPI’s and
expectations
 Manage service revenue and margin targets and manage to these agreed parameters. Produce
accurate forecasts of future performance and reports on variance against forecasts
 Identify risk and Manage / review with the Client
 Ensure compliance with Steria’s Business Management System requirements
 Complete service review with the client at weekly, monthly, quarterly and six monthly intervals,
and internal contract status reviews and production of contract status reports
 Create / Provide monthly metrics and performance reports to service/project management to
support any defined performance targets (e.g. SLAs / OLAs) and to demonstrate function and
process delivery capability
 Implementing and working to ISO standards / guidlines
July 2006 / June 2008
Steria - Technical Project Manager
Wiltshire County Council
Technical Project Manager responsible for delivering high profile projects to Wiltshire County Council.
Responsible for controlling the work load and the technical resources within the Steria projects team,
ensuring the overall quality, integrity and delivery of the solutions. To liaise with both the customer and
any third party suppliers. Work with the Steria service team in transitioning the delivery of projects into
support.
Main role responsibilities:
 To deliver technical projects.
 Customer Relations Manager for technical projects.
 Analysis of business requirements for the customer.
 To liaise with any third party suppliers (including other Steria departments).
 To control and delegate the work load of the Technical resources with the Steria Projects
team.
 Investigate new technologies that may be suitable to Wiltshire County Council.
Oct 2005 / Jun 2006

6. Curriculum Vitae
Protective Marking: CONFIDENTIAL (NFD) Dave Lavender
Ref:DL-CV-11-2015
Steria - Technical / Pre-Sales Consultant
Public Authority Group (PAG)
Pre-sales Consultant, being responsible for creating costings and working alongside Technical Architects
to design and deliver technical solutions for customers within local government. These solutions range
from small business systems to entire managed service outsourcing in the public sector.
Main role responsibilities:
 To work with Technical Architects in the design of technical solutions.
 To cost model the various services within those technical solutions.
 To create innovative service and business solutions.
 To liaise with Steria’s customers.
 To liaise with and manage third party suppliers.
 To produce required solution documentation.
June 2002 / Sep 2005
Steria - Technical Consultant
National Probation Services
Based at the Steria Hemel Hempstead site, the role encompassed responsibility for the migration of Lotus
Notes based services, during the Technology upgrade project / Design Implementation of the CNOMIS
project (Computerised National Offender Management Information System).
Main role responsibilities:
 To act as a Consultant on technical futures throughout the technology upgrade.
 Customer Relations Manager.
 Delivering the Lotus Notes section of the full Technology Upgrade project to 42 National
probations sites.
 To manage the Steria account staff teams in the delivery of the CNOMIS project.
 Programme Management for the migration of all the Lotus Notes services covering all National
Probation sites throughout England and Wales.
 Programme Office Management for approximately 60 projects at any one time.
 To function as the primary customer interface for the Lotus Notes services during the Technology
Upgrade project.
 Third party supplier management.

7. Curriculum Vitae
Protective Marking: CONFIDENTIAL (NFD) Dave Lavender
Ref:DL-CV-11-2015
Oct 2001 / Jun 2002
Lotus Notes & Web Development teamleader
Computacenter – HSE (Health and Safety Executive) account
Transferred to Computacenter from Integris under TUPE, continued working on the HSE account in the
same role as Integris. I was the senior Lotus Notes Developer on the account, and was involved in all
Lotus Notes projects. These ranged from the initial meeting with the customer to discuss and compile the
most suitable solution and to carry out the costing. I would then design and help with the development of
the applications.
Main role responsibilities:
 Customer technical relations.
 Overall design of new Lotus Notes and Web based projects.
 Technical Architect for the SPADs (Signals Passed At Danger) programme
 Team leadership of the Lotus Notes / Web development team.
 Management of Third Party Suppliers.
 Transition into Support of all new Notes / Web based systems.
Personal details
Dave Lavender
Mob: 07792 704703
Email: Lavender.Dave@Talk21.com
Full clean driving license