Aidan Bell

Dedicated IT Services manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Independent problem solver and decision maker leveraging experience to make judgments that positively impact customer and company success. Dedicated to applying training, monitoring and morale-building to enhance employee engagement and boost performance. Strong business and financial acumen with well developed skills in tender writing and pricing recurring and professional services. Through understanding of, and ability to design, establish, improve and manage ITIL aligned teams delivery aaS or traditional technology solutions.

• Upscaling a small service desk from 10 to 30 staff over a 6-month period to deliver a 24/7 service desk contract for Virgin Australia.
• Negotiated the purchase of a cloud based ITSM tool and subsequently managed the implementation and migration. Liaising with multiple international stakeholders across several time zones, I successfully negotiated requirements, resourcing, and cutover within a 4-month period.
• Significantly improved both the customer relationship and financial performance of a large QLD water provider. The account went from losing 10% per month to regularly running between 15 and 20%gp, in addition, the customer relationship improved to the point where new projects were being quoted and delivered. This was accomplished by controlling cost recharges into the account from shared services, negotiating payment for services which were not in contract, and organic growth.
• Negotiated and initiated a project on a loss-making account which allowed NEC to halt significant losses in the final 18 months of the contract. By moving 90 customer sites from fixed business internet plans to NBN, NEC saved approximately $1million.
• Negotiated and managed a national network rollout project for Foot Locker Pacific. This project was completed on schedule and at 35%gp.
• Principal service management contributor on a one-billion-dollar tender response for a large NSW government department. This involved ITIL service design, pricing, and service management responses.
• Improved quality of contracted deliverables for a large mining customer. Within 6 months improved SLA's and increased customer satisfaction to a point where the customer renewed and renegotiated contract terms. This subsequently increased profitability and has allowed for services to continue to improve.