A strategic, multidisciplinary Operations & Change manager able to balance customer experience, innovation, strategy design & implementation. Having delivered multi-million pound projects and secured funding for new innovations I have demonstrable skills of proving business benefits and ROI through the effective use of trials and pilots to showcase benefit and scientifically test proposals. I’m excellent at recognising customer needs and how to deliver the very best customer experience – whilst still being mindful of strategic goals and the cost benefit of all that is achieved.

Project Manager @ From September 2015 to Present (4 months) Manchester, United KingdomHead of Service Assurance & Connected Devices @ Defining policies and processes to ensure that services offered meet a pre-defined subscriber experience, whilst maintaining the fiscal control. Utilising a structured framework in ITIL I am able to ensure that we have a cohesive approach vertically and horizontally to incident management. Thus, creating an efficient and effective framework and reducing the risk to the businesses ECO systems. Working with partners, dissecting Post Incident Reviews, correlating root cause and action planning improvements with strategic direction. Encompassing:  Fault and event management  Performance management  Probe monitoring  Quality of service (QoS) management  Network and service testing  Network traffic management  Customer experience management  Service level agreement (SLA) monitoring  Trouble ticket management Owner of all OSS (Operational Support Systems) systems through our BPO partner used to manage, deliver and maintain subscriber services across – WLR3, CPS, MPF, SMPF, IP Stream & WBMC and any connected home devices, such as routers, set-top boxes, tablets, streaming devices, etc  Product Management of all connected devices. Ensuring that our devices deliver an optimum level of service, whilst maintaining a value stance.  Delivered a TR69 platform to reduce cost to serve, improve customer experience and create an IT roadmap to consider current and future needs.  Created a service delivery and governance framework encompassing production environment management to incident and transference to problem management where required.  Delivered a suite of insight reports, from environment monitoring to SLA & KPI delivery. From December 2013 to September 2015 (1 year 10 months) Head of Fulfilment @ Business & Customer Operations lead defining the experience customers can expect under a “happy path” flow and for exceptions the process by which customers are efficiently transited out of the “unhappy path”. Forging relationships to ensure experience and culture fit current and future needs. Removing all non-value-add steps and waste, coupled with reducing variation to drive efficiency to contain performance within the control limits Shaping the IT Operations strategy to help manage current and future needs through a combination of 50% efficiency & 50% innovation. Trial lead for new releases (Soft Launch), ensuring that all functional and maintenance releases are effectively delivered and learnings are taken into each new cycle of change. BSS (Business Support Systems) owner for customer management through our BPO partners to deliver - order and order activation system design and delivery to achieve common business goals across customer acquisition, time to deliver, etc From July 2013 to December 2013 (6 months) Lead Change Implementation Manager @ Consumer, Business & Corporate project manager delivering customer operational changes. Working towards 3 key wins - improve customer experience, gain support/service efficiencies & innovate (across network, processes and systems). Customer service owner of wider strategic programmes of change, namely: • Service management suite change from Amdocs to BMC Remedy • The delivery of a new Broadband & Mobile network (Converged Core & strategic partnership with Vodafone) Within the field of innovation; strategically aiming to deliver a proactive customer management from 80/20 (inbound to outbound) to 20/80 in order to ensure convenience and ease of use is at the heart of all we do. For example: Remote Intelligence / Pocket Guru / Operational Intelligence – Where customer contact cannot be avoided how we do take control of customer’s devices and services to take the “pain” away. If it can be helped, can the action be self-served through a smart phone app or even better, can we identify the “issue” before the customer notices and “fix” it. From February 2010 to July 2013 (3 years 6 months) Senior Operations Manager @ From April 2007 to February 2010 (2 years 11 months) Business Improvement Manager @ From April 2005 to April 2007 (2 years 1 month) Deputy Call Centre Manager @ Operational Management of 24x7 helpdesk and relationship manager for all key wholesale accounts. From 2001 to 2003 (2 years)

Amdadul (Indy) Razak is skilled in: Stakeholder Management, Telecommunications, Business Process Improvement, Service Delivery, Strategy, Change Management, CRM, ITIL, Operations Management, Business Process, Call Centers, PRINCE2, Customer Experience, Project Management, Mobile Devices