Account/Relationship Mgt

I am a very passionate (in every extend of the word) ITSM Service Management Professional

SDm @ IBM Global Services India

Management consultant since 1984, CMC - certified by ICMCI ITIL V3 certified by TÜV Germany (EXIN) Projektmanager (PMI)

Having completed an apprenticeship with Philips (NZ) in Professional Electronics and having simultaneously completed a NZ Certificate of Engineering (Telecommunications) at night-school , I have subsequently been involved in Sales & Marketing and Relationship Management for many years, My background has included extensive exposure to Telecommunications Manufacturing, Product & Program Management and includes understanding of hardware and software development cycles and lead-times. In recent years I have developed high level leading-edge technology skills in both the voice & data networking environments and infrastructure applications across the entire ICT field. This experience has naturally evolved into converged VoIP technology and associated and emerging, applications, such as Call Center Unified Communications & Collaboration Solutions, Communications Server Technologies and, a variety of standard and proprietary software applications within extremely diverse Client environments. As a result of my consultative strategic sales and relationship management expertise in the ICT field, I have been personally responsible for Bid & Proposal Management which culminated in the successful award of many medium to large ICT infrastructure projects (a number of which included call center technologies). As single-point-of-contact for these projects I was also given the responsibility for managing technical and project teams for the implementation of these projects (some Australia-wide) always achieving "on-time and on-budget" results and, retaining responsibility of these projects until complete customer satisfaction and final sign-off. My negotiations during all phases of these projects was to secure a "win-win" for all parties. With no formal Project Management experience, I produced a common sense document on Project Management Guidelines, which was utilised by some of my major employers who had no formal methodologies in place at the time. This not only became partly responsible for the award of most of these contacts, but also significantly contributed to a formalised implementation of these projects and their subsequent success (in a some cases within very tight delivery time-frames). I have recently studied the ALC course on ITIL Essentials for the foundation certificate course in IT Service Management (although not yet certified) and the itSMF IT Service Management "companion to the IT Infrastructure Library", which provides an excellent structured approach to operational and long term strategic future planning for IT infrastructure. My purpose in joining this forum is to continue to remain updated with future trends in IT Service Management and, hopefully, learn from the experiences of others, either in my own industry or related fields. .