Zurich Insurance was experiencing difficulties recruiting a Head of Global Data Centre Services.

They also had problems with the quality of supplier service delivery with their key/main supplier.

– the supplier resourced the services based on 80% offshore, 15% onshore, 5% nearshore and the teams were not working well together

– service availability was poor (multiple High Severity service problems and outages each month)

Engaged as interim lead for Global DC Services to manage multiple suppliers and three in-house support teams.

Focus required on resolving the key/main supplier issues, creating a short term Service Improvement Plan, and establishing and managing a Continual Service Improvement process.

Managed and directed internal Global DC teams in Switzerland, Ireland and USA to support service strategy and required outcomes.

Built relationship with and managed all Global DC Services suppliers, with regular meetings and appropriate measures and governance.

Built relationship with key/main supplier onshore and offshore teams, including several visits to their various Indian locations for face to face meetings to discuss failings/improvement plans.

Initiated short term Service Improvement Plan with key/main supplier, agreed objectives, actions and success measures, and implemented monthly reporting to key stakeholders.

Established Continual Service Improvement (CSI) process and culture and transitioned from Service Improvement Plan to CSI to ensure momentum not lost.

Reduced High Severity incidents and outages by 30% through improved Incident and Problem Management processes, change in key/main supplier teams personnel, and reporting.

Improved Major Incident Management process, reducing average length of high severity outages by 25%, especially communication and links to Problem and Change Management, and monitoring progress through post incident reporting and action tracking.

Supported Global DC Services team managers in transitioning to improved service model

– more emphasis on DR/BCP planning and testing and supporting the business units with full DR testing carried out separately in Europe & North America in 2013 for the first time

– set up of Service Centre in Dublin in 2013 to replace several functions in Switzerland, and implement SIAM process teams

– helped to recruit permanent Global DC Services lead by refining and updating role description and requirements, and interviewing candidates