Key Experience

Sean Rice
Associate Consultant

With over 19 years of industry experience at companies as varied as O2, Tesco Mobile, Oracle, Irish Distillers, Rabobank and ANZ Bank, Sean has a proven track record of delivering practical, cost-efficient solutions to challenging problems, drawing on extensive project management, Six Sigma and ITIL process improvement experience. His strong strategic, commercial, analytical and operational skills are combined with the ability to communicate, influence and build relationships at all levels. With an innovative and enthusiastic approach to all projects, he is always customer focused and results oriented.

Key achievements to date include:

• Responsible for development and testing all end-to-end business processes for Tesco Mobile, the new national mobile operator. Worked closely with third-party suppliers and Tesco (Retail, Finance, Warehouses, Distribution etc.) to ensure that their internal processes fitted seamlessly into the overall company processes. Successfully managed business and user trials.
• Fully responsible for design and implementation of the operational processes which allowed the establishment of a multinational European support centre, providing services to over 40,000 customers.
• Developed, launched and and provided ongoing management of a Capital Expenditure Financial Governance process, with control over a spend of approximately €90m / annum.
• Operational improvements made within a large Customer Support centre, leading to €300k savings / annum, along with reduction of over 20% in call volumes and redeployment of staff to more value-added roles throughout the company.
• Process specialist on a number of support centre outsourcing projects, mentoring local management and staff and providing Support Certification Programmes to bring all members of the global team to a similar level of competence.
• Used best-practice ITIL service management methodologies to streamline service desk, network monitoring centre and operational support teams work practices.
• Designed the operational support model to be used as part of a bid for a government tender for the provision of a National Emergency Services Communications Network.
• Managed the establishment of outsourced technical support centre, documenting processes, developing training programmes, reporting systems, technical systems testing and ongoing relationship management.
• Established New Product Development process and developed close working relations with handset manufacturers, Enterprise Ireland and third-party companies allowing a much faster and cost-effective approach to sourcing new products and services.