Kevin Smith
Dunboyne Castle,County Meath
Summary
A people driven IT and Outsourcing professional with over 20 years global experience delivering customer satisfaction and service excellence. Success achieved through enabling great teams, building trusted outsourcing relationships and clearly articulating value add. Proven ability demonstrated through multiple customer nominated awards and continued business growth. Exceeding customer expectation is the key priority with a ‘customer for life' attitude. Looking for a new and challenging opportunity in an organization with great vision and highly valued customer services.
Overview
32
32
years of professional experience
5
5
years of post-secondary education
Work history
Client Partner Director
Capita Ireland
09.2023 - 07.2025
- Senior Accountability for Customer Relationships, Operational Delivery and Strategic Growth.
- Improved Customer Services through better use of technology and enhanced services.
- Delivered improved SLA utilizing the right Outsource Partners and Governance.
- Implemented AI solutions for Voice AI to enhance the Customers CX
- Lead Customer engagements – Partners, Sales, Marketing, Delivery, Commercial & Tech
- Country Partner Tech Lead – AWS, Salesforce, Microsoft, ServiceNow
- Country Technology Transformation Lead – Achieved 7% cost out
- Led a team of customer aligned Operations/Service Delivery Directors
- Development of Account Teams - Personal Development, Goal Setting and Account Plans
- Country/Account Growth and Retention – Business Planning and Targets Achieved
- Service Improvement accountability – delivered on turnaround plans for customers
- Demonstrate Thought Leadership and Customer Value through Insights and Data
- Senior Executive Contact for Customer – Escalation, Strategic Planning, CNPS, SLA's
- Accountable for customer Continuous Improvement and Efficiency Programmes
- Ensure Sound Governance and Management Process Customer and Partners
- Accountable for all New Business and Renew/Extend of large opportunities.
- Share Best Practices Across Customers and Industry. Implemented new CSIP Process
Director and Head of Pre-Sales – Senior Leadership Team
Fujitsu Ireland Limited
11.2016 - 06.2023
- Enabled talented team to delivered best solutions for customers. Delivered 50% Partner and Right Shore Solution mix.
- Understands customer business drivers bringing real value and competitive advantage to organizations.
- Mentors and leads great team consisting of dedicated specialists, off shore support and partner ecosystems.
- Contributing to all operational activities, governance, risk planning, service design strategy
- Operations lead for Health and Safety, ISO, data security and IT audits
- SAP Deployment Lead for Ireland. Business Change and Technical Deployment
- On-boarded Pre-Sales technical team and led team through company restructures
- Implemented Pre-Sales and Solution Governance best practice handbooks.
- Achieved higher than Benchmark >10% for Glint Survey for Manager Feedback
- Country Governance Lead – Ensured Country is 100% compliant (ISO and Governance)
- Accountable for engagement budget, spend approval and profitability rates.
- Implemented and deployed efficient CSIP process and service improvement program
- Operations lead for Health and Safety, ISO, data security and IT audits
- Country Community Practice Lead (Offer Development & Pre-Sales Communities)
- Trained Design Thinking Lead successfully finding solutions to problems
- Country Transformation Lead – Salesforce, SAP, Solution Tools
- Development of Consulting Led Service Skills within team for customer engagements
- Implemented Department Development Roadmap – Learning and Development Pathways
- Implemented Customer engagement process & implemented Challenger Methodology.
- Successfully led Go-To-Market strategic programme for Ireland Business
Alliances General Manager – Head of Programmes & Operations
Xerox Global Services – EMEA
07.2012 - 11.2016
- Responsible for Enterprise Alliance Partners and Outsourced Services. Led Strategic Transformational Change Programmes for EMEA.
- Implemented IT Alliance Partners Programme (relationship, performance and growth)
- Grew Outsourcing and Alliance Partners Business by 50% in 2 years
- Implemented IT Strategic Road Map – internal growth programme €25m budget
- E&Y Audit Operations and Partner Lead for New Large Managed Service Offer
- Accountable for the Implementation & on-boarding of Alliance Partners.
- Alliance Partners playbooks implemented with a catalogue or services and accountability
- Owns governance of alliance partners, country virtual teams and enterprise accounts.
- Defines and manages operational deliverables as per required SLA, KPI's, CSAT, SOW.
- Owns operational relationship for three strategic IT partners
- Global Growth programme lead identifying growth opportunities with Partners
- Extensive experience across full Partner contract lifecycle Pre-Sales/Contracting/Delivery
- Reporting to the European President for Programmes
- Successfully led a best practice deployment programme during company acquisition
Head of Service Delivery – Strategic Account
Xerox Global Services – EMEA
03.2005 - 07.2012
- Responsible for the implementation and delivery of Managed Services for Global Accounts
- Leading a team of 17 Global Delivery Managers
- Services included Outsourced Services, Print Rooms, Physical Assets, IT Systems, People
- Ensure operational readiness and service commencement of outsourced partners.
- Ensured sound governance with all partners and internal management MBR/QBR
- Multi-Vendor and Multi Line of Business Service Delivery and Account Growth
- Accountable for all contract proposals and partner extend/renew activities
- Expanded multiple accounts across LOB's, Geographies, and Partner Services
- Accountable for global implementation of customer services and Same Account Growth
- Profit and Loss ownership from Transition on into ongoing service delivery
- Achieved YOY revenue growth and margin improvement.
- Implementation of SOW, SLA's and Service Improvement Frameworks
- Performing routine maturity and compliance assessments
- Implementing operational improvement and efficiency programmes
- Vendor Management and Software Development Business Owner
- Accountable for Customer Satisfaction and Continuous Service Improvement
Other Roles
Various Employers
01.1994 - 03.2005
- Site IT Manager - License Management, Outsourcing Lead and Service Delivery, Infrastructure services, Content Management System deployment, Platform Lead, Sales Support.
- Service Desk Migration Lead – Xerox, Service Desk Start Up/Migration to Dublin
- Sports Arena Manager – Events, Facilities and Entertainment Management
- Sales Executive – Nashua, Computers and Software
- CAD Technician – EVN Consulting Engineers (CAD designs, Software and Project Management)
Education
Software Development and Project Management -
TUD
09.1999 - 07.2002
Building Construction Design Diploma -
Intec College
01.1995 - 01.1997
Lean Six Sigma Green Belt and Sponsor -
Lean Methodologies
Skills
- Operational governance
- Results-driven orientation
- Key account management
- Leadership excellence
- Client relationship management
- Team leadership
- Change management
- Business development
- Stakeholder engagement
- Continuous improvement
- Risk management
- Operational delivery
- Service enhancement
- Strategic planning
- Service delivery
- Effective communication
Awards
Irish IT Technology Awards – Technology For Good team award 2023
Annual ‘Hall of Fame' award (Individual)
President's Award - Exceptional Contribution to Business (Individual)
IT Partner of the Year (Customer Nominated) - Proctor & Gamble Account
Annual Reward and Recognition (Individual) Customer Nominated Service Delivery
Annual Reward and Recognition - Team nominated Manager Award, Business Excellence Award
Hobbies and Interests
Family, Technology, Astronomy, BBQ
References
Available on request from global customers, colleagues and senior leadership.
Timeline
Client Partner Director
Capita Ireland
09.2023 - 07.2025
Director and Head of Pre-Sales – Senior Leadership Team
Fujitsu Ireland Limited
11.2016 - 06.2023
Alliances General Manager – Head of Programmes & Operations
Xerox Global Services – EMEA
07.2012 - 11.2016
Head of Service Delivery – Strategic Account
Xerox Global Services – EMEA
03.2005 - 07.2012
Software Development and Project Management -
TUD
09.1999 - 07.2002
Building Construction Design Diploma -
Intec College
01.1995 - 01.1997
Other Roles
Various Employers
01.1994 - 03.2005
Lean Six Sigma Green Belt and Sponsor -
Lean Methodologies
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