Service Management, Project Management, Consulting, Program Management

David Nicholson

281-***-**** adg481@r.postjobfree.com https://www.linkedin.com/in/david-nicholson-b716856/

Customer Relationship Management Team Building & Leadership Global Service Delivery Management

Information Technology Director with experience driving global, transformative, and strategic digital and large-scale tranformations in the B2B, consultancy, managed services, oil and gas, and financial services sectors in the US, UK, MEA, and APAC. Led a complex global operating model through Fujitsu affiliates encompassing full service design, implementation, introduction, and readiness for three global service desk operations for Fujitsu Services.

Directed group initiatives for global ERP and CRM that included Salesforce, Oracle, MS Dynamics (GP), and Siebel as Head of Application Services for DNV GL. Expertise with change management, IT service transition, IT strategies, technology roadmaps, cost reductions, technology rationalization / de-commissioning, and corporate strategy. Skilled at building positive team environments. Lifelong learner with multiple industry certifications.

AREAS OF EXPERTISE

SDLC, Lean Process Improvements

IT Governance

DR, BC & Service Design

Business Development

P&L Management

OPEX & CAPEX Budgeting

Account/Stakeholder Management

Six Sigma, ITIL and SCRUM certified

ITIL 4 Managing Professional

Vendor Contract Management

Risk Management

SOR / SOW / RFP / Maintenance

Professional Experience

DIRECTOR

LNIT – London, UK and Houston, TX 2014 – Present

Consulting company setup specifically for short- and long-term contracts in Local government, Builders, Department of Work and Pensions, IT service providers, SaaS, Oil and Gas, Energy. Work includes: -

Bid activities:

Solution definition (Requirements traceability, Solution building blocks, migration planning)

Solution costings (Build and operating costs)

Production of service architecture-related artefacts (Service designs, commercial contracts)

Program approach (WBS, PBS and test strategy)

Architectural activities:

Updating EA platforms and building vendor relationships (Signavio, Orbus, Avolution, Archi)

TRM definitions and reference architecture development

Selection and implementation of open standards (IT4IT, ITIL, Business Process, Six Sigma)

Consultancy activities:

Problem research, definition and presentation

Solution development and review

Project / Program Management

HEAD OF APPLICATION SERVICES (UK, MEA, US, APAC)

DNV GL – Katy, TX 2012 – 2020

Led global infrastructure, application, project development teams and end user teams as part of a global shared services support model (GSS IT) for Finance and CRM applications. Oversaw strategic IT service delivery management. Directed group initiatives for ERP and CRM that included Salesforce, Oracle, MS Dynamics (GP), and Siebel.

38% cost reduction realized while defining post-merger roadmaps.

Drove the consolidation and integration of diverse IT footprints as well as legacy IT and operating models including interface design and implementations.

Realigned IT to core business needs by developing a global IT governance framework.

Exceeded financial goals, reprioritized investments, and consolidated costs through service improvements.

Outperformed other company global teams by introducing development plans, career paths / goals, clear processes and logical expectations.

13.5 point improvement, to 98.9%, achieved in SLA metrics and performance by strengthening processes and sharpening resource alignment.

GLOBAL SERVICE DIRECTOR, SHELL / BAT ACCOUNT 2011 – 2012

Fujitsu Services – London, UK 2007 - 2012

Managed a complex global operating model through Fujitsu affiliates encompassing full service design, implementation, introduction, and readiness for three global service desk operations. Guided offshore remote application, infrastructure, and testing support.

Attained previously failed contractual SLA agreement metrics and ensured a seamless integrated service offering by designing global work standards to deliver high level services to end users.

Championed transformation of legacy IT services for Canada, Hong Kong, Norway, Malaysia, and the UK.

Reached financial targets not hit before by tightening controls on contract change management, analyzing high spend areas, and negotiating fixed priced contracts.

HEAD OF ONLINE SERVICES: ROYAL MAIL ACCOUNT 2010 – 2011

Directed all aspects of SAP service from rollout to delivering a 99.95% SLA achievement. Owned the SAP service line including near and off shore technical teams.

9.75 out of 10 customer ratings consistently posted by continuously hitting ambitious service levels.

Developed and deployed a full service model across all online Royal Mail business partners.

Implemented a new service introductory process encompassing cost model and service readiness reviews.

HEAD OF SERVICE TRANSITION: FINANCIAL SERVICE AUTHORITY ACCOUNT 2008 – 2010

Directed critical services and created new business requirements. Focused on governance and customer reviews that included all service improvement activities.

38,000 users addressed by transitioning GABRIEL into service, the largest FSA project to date.

Implemented a full release cycle across the product portfolio with full service introduction activities.

31.25% customer satisfaction improvement accomplished by establishing a “get to green” program to turn around service levels and enhance customer perceptions.

Education & Professional Development

BSc Management Studies with French, Royal Holloway – University of London, Leading Digital Transformation – INSEAD

ProfessionalCertifications: ITIL v4 Managing Professional ITIL v3 Expert PRINCE 2 SCRUM Master Certified (CSM) SCRUM Product Owner (SPOC) Six Sigma Black Belt Professional Business Process Management (BPM) Python - Programming for Everybody Fujitsu Management Academy Project Management Essentials Certified (PMEC) Executive Management Certified Project Management - Lean Process Certified (PM - LPC) Key Leadership Skills Certified (KLSC) Project Management Qualified Certified Continuous Improvement Manager (CCIM) Lean Six Sigma White Belt Certified Strategic Organizational Leadership (SOLC)

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