Christopher Lennon
client executive
Adelaide,SA
Overview
34
34
years of professional experience
5
5
years of post-secondary education
Work History
Customer Experience manager (CXM)
Data#3 – SA
11.2022 - 02.2024
- In my previous role as CXM I was responsible for the delivery of Managed Services agreements across serval clients
- My responsibilities include, managing onsite Desktop Support Officers, creating and presenting weekly and month reports, working closely with clients to understand areas of improvement and deliver Continual Service Improvement initiatives
- In the 14 months I have been at Data#3, I have gained the trust of my clients, as well as the senior leadership teams in Data#3 by continued to push for excellence and challenge the business, an bring new and fresh ideas by drawing on my 22 years of experience in Managed Services and accelerate Data#3 learnings.
Client Executive
Empired – SA (Capgemini as of July 1st, 2022)
10.2020 - 10.2022
- As Client Executive I was overall responsible for ensuring our clients success in region and ensuring Sales targets are met or exceeded in line with my targets set for the Finical Year
- I had a broad cross section of clients in the Commercial and Utilities sector as well as several key SA Government agencies
- As well as my core sales function, as part of the senior leadership team in Adelaide, I am responsible for the overall successful delivery to our clients of all projects and managed services agreements which I oversaw
- AS part of the Senior leadership team in the Adelaide Office I was responsible for the morale and well being on the staff and ensure that the work loads are managed
- Where there we challenges in client relations I would willing assist the engineer and client to find suitable way forward
- As a Microsoft Gold Partner, at Empired we worked closely with the local Microsoft team to provide solutions to clients which included: D365 and Assist clients journey to Azure
- Provide SharePoint solutions
- Assist Clients with Microsoft Funded Engagements My Empired Sales focus was delivering solutions for applications in the Microsoft suite as well as Managed Services, Profession Services, Staff Augmentation to client
- I was also responsible for building relationships with existing and new clients and increasing revenue with the existing clients year on year by building trusting honest relationships and delivering successful outcomes
- Understanding the clients demand and financial cycles, which was build into my sales plans and Sales Forecasts which lead to strategic growth within Adelaide for Empired Responding to RFP’s and RFQ’s with tight time frames and competing priorities, understand the client requirements, lead, and guide the presales teams and seek approvals from the executive leadership team to submit a winning proposal
- Developing Winning solutions to meet the clients expectations and budget needs across Managed services and Project solutions.
Service Delivery Manager
NEC
07.2015 - 10.2020
- Responsible for day-to-day delivery of 10 South Australian Government Agencies with a Total Contract Value of $8 Million
- Key Clients include, Department of Premier and Cabinet, SA Police, Attorney General's Department and Dept
- Of Human Services and Dept
- Of Child Protection including other key agencies
- Responsible for the service delivery of 3 key government contracts: Network Managed Services – Network and Cyber Security Services, Distributed Computing Support Services – Server and Database Support, PABX and Voice Services
- Responsible for creating, reviewing, and providing $750K AUD of invoices each month to SA government
- Responsible for reviewing and delivery to the state government of 25 Service Level and contractual reports every month within agreed time timeframes
- Chair monthly client operational meetings and ensure key outcomes are actioned and completed
- Collaborate with Delivery Teams and share information for a smooth transition of the role on a day-to-day basis, to ensure SA Government have support at all critical times
- Liaise with all external vendors to resolve client issues in a timely manner
- Provide clients with a single point of contact for all escalations relating to service delivery
- Work closely with the sales team and project managers and provide opportunities to increase sales
- Provide my clients with new service offerings and advise on how NEC can assist them and work closely with the sales teams where opportunities arise.
Service Management Office - Incident and Problem Manager
NEC
01.2013 - 07.2015
- Responsible for the Start-Up of Service Management Office NMS and DCSS contracts
- Accountable for the End-to-End Incident and Problem Management processes
- Actively managed all Major Incidents including chairing client meetings and providing Post Incident Reviews and Problem Root Cause Analysis
- Reduce Major Incidents from 9 per month to 4 per month over 18 months period for Unity Water - QLD, increasing client satisfaction and reducing costs for NEC
- Implemented a suite of standard Service Management processes across NEC for Problem and Incident Management
- Training new Incident managers
- Developed a Major Incident standard training package for all new staff
- As part of the NEC Transition team, created and implemented Service Management processes for 3 new clients: SA Government Network Managed Services, Legal Services Commission, SA Health and Medical Research Institute.
Transition and Project Manager – HP Field Services
HP - Technical Services
10.2010 - 12.2012
- Responsible for delivering and implementing Statements of Work to achieve successful start-ups for the below clients: Elders, Kraft, Downer, Boral, Phillips
- Worked closely with the Solution architects to streamline the delivery and implementation of future transitions
- Managed all project deliverables, ensuring the client was kept informed at all key stages of each project
- Built strategic client relationships for successful project delivery
- Responsible for project budgets ranging from $300k - $350k per transition
- All projects were delivered on time and within budget
- Created a Transition Management Framework for a standardised delivery approach across the wider project team.
Senior Business Analyst – Vendor Management
HP - Enterprise Services
01.2008 - 09.2010
- Responsible for $8 million budget p.a
- To support 110,000 managed devices
- Reduced T&M spend from $1.5 million pa to $450k p.a
- Over 2 years
- Liaised closely with Third Party Vendors to ensure Contract Service levels were met
- Worked with Contract managers and Global Supply Chain to reduce ongoing costs
- Subject Matter Expert for the transition from Fujitsu to HP – Technical Services for 110,000 devices.
Incident and Change Manager
EDS
01.2007 - 01.2008
- Responsible for the day-to-day Major Incidents for the South Australian Government
- Liaised with clients and EDS Engineers for the successful implementations of changes to the SA Government server fleet.
Client Service Representative for Bank of Queensland Account
EDS
12.2006 - 12.2007
- Accountable for the service desk, day to day delivery
- Provided reporting to the client on weekly and monthly activities and Service Levels
- Responsible for all client escalations and providing a positive outcome
- Reviewed Client feedback and implemented Corrective Actions.
Business Analyst
EDS
04.2003 - 11.2005
- Creating standard reporting suite, across all clients
- Created reporting packages to assist management to make effective decisions in the management of the service desk resources and productivity
- Provided metrics on customer feedback and made recommendations to improve customer experience
- Liaised with Management and analysed data to improve customer service.
Service Desk Analyst
EDS
09.2001 - 03.2003
- Provided customers with a positive experience and ensured their requests were delivered to exceed expectations
- Subject Matter expert responsible for training colleagues in Service Desk procedures.
Chef
Intercontinental Hotel and Hyatt Hotel - Adelaide
09.1989 - 08.2001
- For 12 years I was a Chef at two five-star international hotels, having completed my apprenticeship at the Terrace Intercontinental Hotel and finishing at the Hyatt Regency Adelaide as a Senior Chef De Partie where I was responsible for the day-to-day management of staff as well as being accountable for the monthly kitchen budget and ordering.
Summary
Results-oriented Client Executive with demonstrated record of achievement in exceeding sales goals. Knowledgeable and determined professional with over 23 years IT experience in several Multi National companies,
Education
Information Technology
Spherion
02.2000 - 01.2001
No Degree - Hospitality
Regency Park Tafe
Adelaide 01.1990 - 01.1994
Skills
- Account Management
- Procedure writing
- Data Analytics
- Pricing Strategies
- Sales Forecasting
- Salesforce CRM Software
- Market Trends Analysis
- Strategic Planning and Alignment
- Relationship Building
- Contract Negotiation
- Staff Monitoring
- Business Objective Analysis
- Root Cause Analysis
- Bid preparation
- Event Planning
- Budgeting and Allocation
- Problem-solving aptitude
- Proposal Development
- Written Communication
- Problem-solving abilities
- Goal Setting
- Team Collaboration
- Brand Development
- Excellent Communication
- Vendor Relations
- Microsoft Office
- Self Motivation
- Creative and Innovative
- Task Prioritization
- Data Analysis
- Analytical Thinking
- Time Management
- Multitasking
- Analytical Skills
- Decision-Making
- Business Needs Analysis
- Contract Management
- Customer Relationship Management
- Vendor Management
- Project Management
- Market Analysis
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience manager (CXM)
Data#3 – SA
11.2022 - 02.2024
Client Executive
Empired – SA (Capgemini as of July 1st, 2022)
10.2020 - 10.2022
Service Delivery Manager
NEC
07.2015 - 10.2020
Service Management Office - Incident and Problem Manager
NEC
01.2013 - 07.2015
Transition and Project Manager – HP Field Services
HP - Technical Services
10.2010 - 12.2012
Senior Business Analyst – Vendor Management
HP - Enterprise Services
01.2008 - 09.2010
Incident and Change Manager
EDS
01.2007 - 01.2008
Client Service Representative for Bank of Queensland Account
EDS
12.2006 - 12.2007
Business Analyst
EDS
04.2003 - 11.2005
Service Desk Analyst
EDS
09.2001 - 03.2003
Information Technology
Spherion
02.2000 - 01.2001
No Degree - Hospitality
Regency Park Tafe
01.1990 - 01.1994
Chef
Intercontinental Hotel and Hyatt Hotel - Adelaide
09.1989 - 08.2001
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