David Young

IT / Telecoms Consultant, Programme Manager and Business Coach

Local Loop Unbundling Recovery Programme – Major UK ISP

Summary:

With a backdrop of a previously outsourced programme not delivering to contract, a large and growing pool of highly frustrated customers, suppliers struggling to improve their performance and a looming threat of a full OfCom investigation into the matter, David launched an initiative to bring things back under control.  David:

Built a CEO sponsored programme framework to include commercial drivers (and negotiation levers), communications, supplier management and IT development with senior management stakeholders.

Identified and agreed risks and options, scope and improvement metrics

Developed governance for resolution, action plans, monitoring methods and communication strategies

Coached internal teams to over deliver against their remits, actions and issues – celebrating each success as achieved

Reported progress against each stream and their projected improvements to senior management

Led the generation of a ‘ready to go’ backup plan [to in-source 4 of the 6 key aspects of the programme] if supplier recovery outside agreed tolerance

Managed suppliers through strict regime of conference calls and tiered face to face meetings, all with agreed and documented progress reporting against clear expectations and unrelenting pressure to deliver

Key Skills Deployed:

Senior stakeholder management (Cxx level)

Supplier Management

Coaching [internal teams]

Measurement and reporting of issues, improvement and successful resolutions

Programme governance

Tenacity to achieve required results

Outcome:

The Ofcom investigation was averted, customer opinion restored, business case financials brought back in line and the suppliers felt more connected with the business.

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