andrewdene

VUBIQUITY (An Amdocs Company) 11/01/2017 - 01/29/2021

Senior Vice President – International Operations

Executive leader accountable for international operations across UK, Europe, and Asia within a global media technology organisation delivering managed services and digital supply chain solutions. Scope & Accountability • Leadership of ~180 employees across multiple regions • Full ownership of ~$8M annual operating budget (P&L responsibility) • End-to-end operational strategy, workforce planning, and service delivery governance • Executive stakeholder engagement across enterprise clients and corporate leadership Key Contributions • Delivered 40% increase in operational capacity without headcount growth through automation and process transformation initiatives. • Delivered ~$10M in structural cost efficiencies through system modernisation and platform consolidation, strengthening operating margin and long-term cost-to-serve profile. • Designed scalable global operating model to support international growth and improved service resilience. • Embedded structured performance management frameworks including SLAs, KPIs, productivity metrics, and quality controls. • Reduced attrition from 35% to 3% through leadership capability development and engagement initiatives. • Strengthened escalation governance and executive reporting to enhance enterprise performance transparency and client confidence. • Served as senior operational advisor to executive leadership and major enterprise clients.

VUBIQUITY (An Amdocs Company) 11/02/2017 - 01/29/2021

Vice President – Client Services

Led global client services and service delivery operations supporting a ~$50M annual revenue portfolio across a diverse international client base. Scope • Leadership of ~45 client services professionals across multiple regions • Executive ownership of strategic client relationships • Service governance, retention strategy, and revenue enablement Key Contributions • Defined and embedded SLAs, KPIs, and governance models significantly improving service reliability and customer satisfaction. • Acted as executive escalation point and trusted advisor to key enterprise clients. • Partnered cross-functionally with Sales, Finance, Technology, and Operations to support contract delivery, margin protection, and growth. • Enhanced service performance transparency through structured reporting, business reviews, and performance analytics. • Strengthened onboarding and implementation frameworks to accelerate time-to-value for new clients.

VUBIQUITY (An Amdocs Company) 01/06/2014 - 10/31/2017

Head of Service Delivery / Client Operations

Owned end-to-end service delivery and client operations for multiple strategic enterprise accounts. Key Contributions • Accountable for operational performance, service quality, SLA compliance, and executive-level escalations. • Led continuous improvement initiatives focused on cost control, workflow optimisation, and service reliability. • Supported commercial teams in defining delivery models, pricing inputs, and implementation roadmaps. • Managed internal teams and third-party vendors delivering technology-enabled customer platforms. • Established scalable support functions, implementing incident management, workflow governance, and KPI reporting frameworks.