IAN GEORGE SUTTON
Oteha Valley,New Zealand
Summary
Telco Operations Manager with extensive experience in incident management and team leadership. Demonstrated ability to drive operational excellence through effective change control and process optimization. Focused on improving service delivery and fostering collaboration among cross-functional teams to achieve long-term success.
Overview
44
44
years of professional experience
Work History
Service Operations and OSS Manager
One NZ
04.2023 - Current
- Managing a team comprising the Network Operations Centre, Cyber Defence Centre, Service Management Centre, OSS Team, Automation team and the onshore IT & Wholesale Service Desks.
- Championed the BCM refresh programme which delivered a maturity uplift from 1.9 to 4.2 (external assessment aligned with International Business Continuity Standard ISO2230)
- Delivered year on year reduction in the volume of P1 & P2 Incidents through ensuring rigid adherence to the Change Control process, in parallel with a reduction in Mean Time To Repair with improved operational processes.
- Oversaw a project which reduced the delivery to our customers of scam SMS & MMS by >95%.
Service Operations Centre Manager
Vodafone NZ
10.2018 - 03.2021
- With over 100 dedicated professionals the SOC is the one stop shop for surveillance and Incident Management of our internal and managed customer networks. The team comprised of the Network Operations Centre, Enterprise Service Desk, Business Enhanced, Service Management Centre and Cyber Defence Centre.
Cloud Services Operations Manager
Vodafone NZ
10.2018 - 03.2021
- Leading a team encompassing all operational aspects of the Mobile & Fixed Core, IP Transport and Media Operations. The team was responsible for support of multiple technologies operating in Cloud, Monolithic and On-Premise virtual machine environments.
Media Operations Manager
Vodafone NZ
06.2017 - 10.2018
- Responsible for defining all Support Processes, establishing the Video Operations Centre, the Media Operations Team and integrating all Tools and Processes.
- Following the successful launch I oversaw the transition process from Project to BAU where I managed the support and content teams.
Business Consultant
PT Invisinet Indonesia
09.2016 - 06.2017
- Company Overview: Partner
- Specializing in Operational Processes.
- Pre-sales manager and PM for all business development, ICT network deployment and enhancements.
- Sales manager for software sales and implementation of KPI tracking software for small/medium/large enterprises.
- Partner
Lead Consultant
Ericsson Indonesia
08.2014 - 05.2016
- Company Overview: Contract
- One of seven lead consultants engaged in a consultancy for one of the top 10 largest operators in the world with a subscriber base of >125M.
- The scope of the consultancy includes aligning current operational procedures to best practice and consolidation of 11 regional Network Operation Centres into one centralised NOC.
- Specific area of expertise and responsibility were Back Office/Second Level support, Problem and Knowledge Management.
- Contract
General Manager New Zealand Operations
Ericsson NZ
06.2008 - 11.2013
- Responsible for the delivery and governance of all aspects of Operations; Project delivery, Customer Support, Consulting and Supply Chain Logistics in New Zealand.
- The key performance indicators of this role were: Customer engagement and satisfaction, Contractual performance, Contributing to the growth of the Customer Support business through the Sales process, lead generation and contract negotiations and renegotiations.
- People empowerment and training needs analysis to ensure customer requirements are met.
- Supporting all delivery teams towards managing end to end delivery cost.
- Managing the Ericsson Local Support delivery chain to ensure high quality delivery of all levels of support.
- Identified synergies between the New Zealand and Australian support and delivery teams, enabling the transfer of functions between both countries to reduce costs and increase efficiencies.
Consultant Operations Manager and Programme Manager
Ericsson Indonesia
08.2012 - 08.2013
- Company Overview: Assignment
- For the first 3 months an advisor and mentor to a newly promoted Customer Operations Manager.
- Once this task was completed the Programme Director for Telkomsel Radio Access Deployment.
- In this role responsible for a team delivering >450 new cell sites (2G and 3G) per month.
- The team’s most notable success during this time was 1,000 cell sites On Air in a single region in 5 months and 20 days, beating the previous record held by a competitor of 8 months.
- Restructuring the project organisation to improve efficiency, quality and cost.
- Assignment
ELS Manager
Ericsson NZ
08.2007 - 06.2008
- The Line Manager for the Local Support team, a team of 20 engineers supporting multiple customers within the New Zealand market.
- As a manager of people responsible for the career development of the team, financial management of the cost centre and most importantly the financial performance of delivered services to ensure that intended cost levels were maintained whilst securing SLA fulfilment and customer satisfaction.
Transmission Service Delivery Manager
Ericsson NZ
08.2006 - 08.2007
- Ian led a team of solution architects and engineers creating customer proposals, delivering projects and ongoing support of optical and microwave transmission solutions.
- As the Service Delivery Manager Ian was the primary customer interface responsible for ensuring the correct and proper delivery of Customer Support services as specified in the Service Level Agreements with Ericsson’s customers.
- Monitoring the financial performance of delivered services to ensure that intended cost level was maintained whilst securing SLA fulfilment and customer satisfaction.
Multiple contract roles
Various
01.1997 - 08.2006
- In the UK, Belgium, Germany and New Zealand as a Microwave & ATM SME, Project Manager and Transmission Planner.
Telecommunication Mechanic
BRITISH ARMY
09.1981 - 01.1997
- In the Royal Corps of Signals, reaching the rank of Sergeant.
- From 1992 onwards occupied a managerial position responsible for the discipline, administration and supervision of teams of up to 30 personnel employed in the planning, installing and maintenance of a wide range of communication systems (UHF/VHF/Microwave, fibre and copper).
Education
PRINCE2 - Projects in a Controlled Environment
ITILv2, v3 & v4 - Information Technology Infrastructure Library foundations
Ericsson Leadership Core Curriculum -
rogenSi presentation skills -
Finance for Non Financial Managers -
Wray Castle Digital Radio and Microwave Link Planning -
Ericsson Mini Link TN/E/C Installation and Maintenance -
Stratex Networks DMC Altium (SDH) Operation and Maintenance -
Stratex Networks DMC XP4 Operation and Maintenance -
RAF Digby trained Aerial Rigger -
15000G Nortel Reunion System Overview -
15010G Reunion Installation & Commissioning (Base Station) -
Skills
- Incident management
- Operational processes
- Project management
- Change control
- Service delivery
- Cybersecurity management
- Process optimization
- Team leadership
- Performance measurement
- Cross-functional team leadership
Hobbies and Interests
- British Sub Aqua Club Dive Leader
- Royal Yacht Association Level 4 (Fleet Rescue) Boat Handler
- Fishing – land, boat and more recently drone
- Snowboarding and Skiing
- Hill Walking / Rock Climbing
References
Available upon request
Residential Status
British and New Zealand citizenship
Timeline
Service Operations and OSS Manager
One NZ
04.2023 - Current
Service Operations Centre Manager
Vodafone NZ
10.2018 - 03.2021
Cloud Services Operations Manager
Vodafone NZ
10.2018 - 03.2021
Media Operations Manager
Vodafone NZ
06.2017 - 10.2018
Business Consultant
PT Invisinet Indonesia
09.2016 - 06.2017
Lead Consultant
Ericsson Indonesia
08.2014 - 05.2016
Consultant Operations Manager and Programme Manager
Ericsson Indonesia
08.2012 - 08.2013
General Manager New Zealand Operations
Ericsson NZ
06.2008 - 11.2013
ELS Manager
Ericsson NZ
08.2007 - 06.2008
Transmission Service Delivery Manager
Ericsson NZ
08.2006 - 08.2007
Multiple contract roles
Various
01.1997 - 08.2006
Telecommunication Mechanic
BRITISH ARMY
09.1981 - 01.1997
PRINCE2 - Projects in a Controlled Environment
ITILv2, v3 & v4 - Information Technology Infrastructure Library foundations
Ericsson Leadership Core Curriculum -
rogenSi presentation skills -
Finance for Non Financial Managers -
Wray Castle Digital Radio and Microwave Link Planning -
Ericsson Mini Link TN/E/C Installation and Maintenance -
Stratex Networks DMC Altium (SDH) Operation and Maintenance -
Stratex Networks DMC XP4 Operation and Maintenance -
RAF Digby trained Aerial Rigger -
15000G Nortel Reunion System Overview -
15010G Reunion Installation & Commissioning (Base Station) -
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