James Jarvis has over 15 years of experience in IT service delivery and management. He has held roles such as Global Customer Support Manager and Director of Global Customer Support at Evolving Systems, where he was responsible for a global service desk, application support, and incident management. He has experience managing teams in the UK and India to deliver high quality technical support and services to customers. Jarvis has strong leadership, technical, and customer service skills.

1. Curriculum Vitae – James Jarvis
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EXPERTISE
James Ian Jarvis - Curriculum Vitae
Mobile +44 7948 395703 email: james.jarvis70@ntlworld.com
LinkedIn Profile: https://uk.linkedin.com/in/jjarvisuk
PERSONAL SUMMARY
ITIL v3
Service Desk Management
Problem Management
Incident Management
Service Management
Customer Support
Application Support
Operational Support
Managed Services
Project Management
People Management
Customer Service
Support Contract
Delivery to SLA
Technical support
An experienced Service Delivery Manager with a track record of successfully
delivering and managing a global service desk and technical services, for the
support and operational support of applications to SLA across a global customer
base. Offering a combination of a strong technical foundation in software
development and problem management as well as the commercial awareness
required to control and manage costs.
Having a professional and positive attitude with a dynamic approach to problems,
an ability to lead teams by example, build strong relationships and help motivate
others. Possessing the necessary communication skills, leadership and technical
support experience to deliver a quality service cost effectively.
EXPERIENCE
Evolving Systems, Inc (formerly Tertio Telecoms) 2000 to Feb 2016
Evolving Systems Inc, a NASDAQ listed software vendor since 1998, acquired Tertio
Telecoms in 2004. In recognition of my ability to lead a team and my technical
experiences I was promoted in 2008 to Global Customer Support Manager and to
Director in 2014 having progressed through the roles of Consultant, Senior and
Lead Consultant.
Director Global Customer Support 2014 - 2016
Global Customer Support Manager 2008 – 2014
Consultant, Senior, Lead Consultant 2000 - 2008
Key highlights – Director of Global Customer Support
As Director and Manager of Global Customer Support I had overall responsibility for
the implementation and delivery of a Global Service desk, application support,
problem management and incident management for Evolving Systems software for
their Global customer base, reporting directly to the CEO and his appointed VP for
Professional Service and Support. Leading teams in the UK and India part of this role
involved the need to find revenue opportunities and build and deliver new services.
In 2014 I was responsible for the development and delivery of a new Service for the
Operational support of Telefonica Mexico’s Dynamic SIM Allocation (DSA) system
which necessitated the building of a new Spanish speaking team in Mexico.
 responsible for owning $9 million (2014) of support revenue by leading a high
performing team of consultants in the UK and India
 increased revenue in 2014 by $1 Million dollars by developing a new service
offering for the Operational Support of the DSA application for Telefonica
Mexico. The service implementation was then mirrored and sold to another T1
operator Bharti Telecoms India (2015)
 established the Mexico city office with direct responsibility for the hiring and
management of local Spanish speaking resources to meet the requirement of the
contract with Telefonica. Building a new partner relationship with a Mexican
entity enabled me to ensure all tax and employment laws were met.
TECHNICAL
ITIL v3 Foundation
Operating Systems:
Windows, UNIX HPUX,
Solaris, Linux
Database technology:
Oracle RDBMS 10 and 11
Development language
experience:
C, JAVA, TCL, Unix Shell
scripting

2. Curriculum Vitae – James Jarvis
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 continued to enhance support and maintenance margin by managing and motivating an offshore team, this
included working in India to enhance the skills sets in place, teaching them techniques for customer
management for a difficult and globally positioned customer base
 management of a team of highly experienced UK resources, allocating them to priority projects and
encouraging coaching with the offshore team to establish a balanced skill set in the team.
 management of an Indian off shore team and in order to help with line management in 2012 I appointed a
local team manager to assist in the general line management of this team. This improved the ability to
assess and monitor team performance and personal development
 budgetary input for support OPEX into the Chief Financial Officer for all support server requirements,
resource requirements and annual remuneration needs
 owning the commercial relationship with 3rd party telephony handling company (COMXO), including
managing some dissatisfaction for which we received a level of credit, and negotiating on monthly charges
which resulted in our monthly charges and OPEX remaining the same for 5 years running
 control and manage the expenditure for the Mexico offshore facility and working with all 3rd parties to
ensure appropriate infrastructure was in place to deliver the service to Telefonica Mexico
 establishing a new Support Architect role from the experienced UK team. Their responsibilities included
service design, problem management and building improved knowledge management processes which
helped produce a more consistent knowledge transfer and control of skills across all team members
 working with contract and legal teams I was involved in contract management including development of a
standard support and maintenance contract format, incorporating Service Level Agreements (SLA), system
Key Performance Indicators (KPI) and SLA response penalty calculations. This enabled our pre-sales units
to provide these details earlier in the sales cycle and reduced the level of negotiation needed for Support
and Maintenance with new customers
 developed a new Service Level Management and Incident Management System (BMC Remedy), requiring
the management of both internal and 3rd party labour. The new design enabled us to track and report on
our more complex SLA’s, offer an online incident reporting interface for customers and improved the
usability for staff compared to the previous system.
 experience with working on customer systems that require a level of UK Government security clearance.
 working with the product group management team as part of problem and availability management to
help provide new product requirements to improve product maintainability, supportability and stability
 working with pre-sales and account teams, attending customer meetings including promoting and selling
our support services.
 overseeing problem and incident management dealing with issues raised by customers to ensure a sound
resolution plan including managing cross departmental compliance with any plans. Ensuring full closure of
all issues with the customer including managing the relationship and any commercial fall out.
 Providing escalation support and maintaining customer relationships for Tier 1 telecoms operators
primary including Vodafone ( Greece, Albania and Egypt), EE, Virgin Media, 3 (UK and Italy), MTN Group
(South Africa, Nigeria and Zambia), Millicom, Telenor (Pakistan and Tele2 Europe), Maxis and U Mobile
(Malaysia), Mobily (Saudi Arabia), Indosat (Indonesia), Millicom (CALA and Africa), Telefonica (Mexico
and Argentina), Airtel (India and Nigeria) and Mnet and Unitymedia in Germany, Globe (the Philippines).
 experience reporting to and working with C-Level and VP management levels and able to present technical
scenarios and adapt to audiences of different technical backgrounds.
As a Lead and Senior consultant I provided UK line management and technical incident support for Evolving
Systems applications to their customers, leading and training a team of UK based support staff, reporting to
the Global Customer Support Manager. With support pricing very much driven by market forces there was a
continual drive to ensure efficiency in the costs to deliver a profitable but high quality support service. Whilst
performing this role I led a project in 2005 which established an Indian offshore team in Bangalore, this
included hiring, training and enhanced processes and procedures as well as the infrastructure to be able to
support our global support base.
 providing a transition services that included installation and commissioning of Tertio Service Activation,
Evident Mediation and Dynamic Sim Allocation applications
 providing 2nd and 3rd line incident management and support for Mobile Telephony and fixed line

3. Curriculum Vitae – James Jarvis
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Telephony service providers globally on Evolving Systems applications
 through my technical leadership introduced new problem management processes and techniques for a
growing international team, this helped direct the team whilst processing tickets and eradicate bad habits
 developed and delivered technical application training for both internal teams and customers on all
Evolving Systems applications
 development of network element interfaces for specific technical requirements on Tertio Service
Activation software, in TCL and C.
 development of business logic rules for Evolving Systems Tertio Service Activation software using
proprietary development GUI’s and scripting in TCL
 application of stronger change management by improving and applying source control processes and tools
using IBM Change Synergy
 building technical support tools in tcl and UNIX ksh for application monitoring and data collection,
developing suitable testing techniques including completing factory and system testing for customers
remotely and on premise
TA Consultancy, Farnham Surrey UK 1999 – 2000.
Technical Analyst
 development of mission critical software in C for the commercial aircraft industry for configuration of
aircraft engine sensors
 development of mission critical software in C for military SCUBA re-breather computer
 production of functional specifications for aircraft engine test software
 syntactic and semantic validation of software used in the control of nuclear reactors in the Czech Republic
ADtranz, Plymouth Devon UK 1991 – 1999. Undergraduate and Postgraduate Hardware and embedded software
developer
 embedded software development in C/Assembler for ADtranz products in the UK and International rail
industry.
 ADtranz provided sponsorship during both my A Levels and University Degree
EDUCATION
[Higher] University of Southampton: 1993 – 1996 BEng (HONS) Electronic Engineering
[School] 3 A Levels: Mathematics, Physical Science, Design Technology; 9 GCSE
References available on request
INTERESTS
As family time allows I continue to enjoy my passion for engineering in building model steam operated rail
locomotives. I also volunteer as a qualified steam engine driver on the Bure Valley Railway in Norfolk, where I
enjoy using my engineering experiences to also help maintain their fleet of Narrow gauge engines and rolling
stock.
HOME ADDRESS
17 Russell close
Bracknell
Berkshire
RG12 7FE
Home tel – 01344 762037 Mobile– 07948 395703 Email – james.jarvis70@ntlworld.com