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Ian P Miles
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Highly competent process analyst / consultant with strong skills in business and process analysis, process and operational improvement,
development and implementation.
Many years experience in external and internal consulting combined with 8 years of managerial experience.
Successfully managed projects in IT implementation: high volume ticket interfaces, platform and application upgrade, analogue to IP CTI
and others.
Successful operational improvement projects for blue chip companies.
I really enjoy working in a team environment and especially working on the analysis of business processes. This is backed by broad and
deep experience in business consulting, MRP consulting and several other types of process analysis and development environments.
I am a motivated and broad minded individual, constantly striving to improve my skills and experience. Equally happy on the shop-floor
and in the boardroom.
One of first ten people within IBM to be successfully certified ITIL Service Manager.
Additionally, ITIL Problem Manager and Foundation certified.
Assembled (recruited, trained, developed) a team of eleven, to build and manage global application support for customer service centre
on four continents and receiving 350,000 calls per annum from over 20 different customers.
Managed four major applications (web, knowledge, (incident, change, problem) and reporting.
Developed & implemented global ITIL based Incident Management process. Developed from inception to usage by 500 global users.
Certified SAP Production Planning consultant - the most demanding modules in the application. Successful projects for Ericsson telecoms
and Rockwool.
Completed bottom line performance improvement projects in four different industry segments: Payroll - British Airways, Cement
Production -North America, Ford - Press Shop, Jaguar Cars - Body Assembly. Proven savings variously £1mn, £2.2mn, output increases
of $2.3mn.
Father to daughter Emily.
Lived in France and Denmark, developed fluency in both languages, the USA, Canada, Sweden, UK and elsewhere.
President Junior Chamber International ( and recruitment lead, recruiting 32 members in one year, joint 1st in Denmark
Junior Chamber is a networking organisation committed to building young professionals skills, knowledge and network. This chapter was
set up for non-Danes living in Denmark.
Post Graduate Certificate Furniture Design and Technology Bucks New University 2010. Completed competitions for Ercol, Kinnarps and
others. and
Part-time furniture designer, awarded place at John Makepeace Parnham Furniture Academy (
(2000 applicants, 11 places) and acceptance to Columbia Art College Chicago (
Part-time motorcycle track day participant. Best times 1.09 Knutstorp, circuit record 1.02. Assen 1.32, circuit record 1.21.
Hold full car and motorbike driving license, scuba diving license (BZAC), and firearms certificate (school, university and county full bore
shooting teams, first competition success at 1000 yards).
Relevant Work History
Configuration Process Manager - Telia - Swedish Communications provider Aug 07 - Feb 08
Member of team managing development and implementation of ITIL based processes.
Focused on configuration management processes and connections to incidents and changes.
Working on development and implementation of company wide ITIL configuration management process. Development of process
development method. Workshops, analysis of requirements conducted in front office / retail environment
ITIL Large application Problem Manager - IBM / Maersk Data Dec 06 - Aug 07
Problem Manager (ITIL) for large customer applications
Part of team of 12 supporting A. P. Møller Maersk ( core business applications. Taking operational outages, defining
problem, gathering requirements for solution, writing these up, and presenting them as changes or releases.
Activities included: responsibility for Oracle financials based invoicing system with @2000 concurrent users worldwide processing 4,5m
invoices monthly. Problem solving, short and long term changes, operational reviews and analysis
Department Manager - Maersk Data Sep 01 - Dec 06
Dept Manager, IT Global IT customer operations.
Manager team of 11 customer support technicians & developers. Responsible for HP Service Centre, Aspect IP contact centre solution,
bespoke knowledge solution and various reporting solutions.
Process Manager for global (four continent) incident process.
Responsibilities included: personnel development. Budget input and management. ITIL based process development and implementation.
Business Analysis for all platforms, Internal & external customers, IT strategy for development and upgrade, platform changes, technology
choices, contract management for multiple contracts worth 2,5mn DKK per annum.
Several projects, upgrade of Service Centre and move from MVS to Sun UNIX 500K, upgrade of CTI to IP from analogue. SLA catalogue
with bespoke back end and GUI. High volume ticket bridges to external network vendors using Clarify and Remedy.
Business Analyst – Maersk Data Sep 99 - Aug 01
Business / Operational Analyst attached to the Global Operations Manager.
Activities included: Analysis, requirements development and implementation of ITIL based Incident Management and Change
Management processes through process workshops, prototyping and staged implementation. Operations review of Global Helpdesk.
Recommendations for operational & strategy changes. Implemented management control system and integrated reporting system.
SAP Production Planning Consultant - Ernst and Young LLP – Consulting Aug 97 - Sep 99
SAP Production planning implementation consultant, member of SAP consulting team.
Activities included: BPR, SAP PP requirements specifications and documentation for customers including: Sony Ericsson, Rockwool. ICA
- Swedish retailer
Performance Improvement Consultant - Peter Chadwick Ltd - Celerant Consulting Aug 93 - Jul 97
Senior Consultant implementing performance improvement projects
300 employees in 5 offices worldwide. Senior consultant and Project Manager in Performance Improvement Dept. Now called Celerant.
Customer Projects.
Holderbank (Cement). Leading team of 4. 2,3mn USD increases in output and reduction in cost of 1mn USD. Output and savings targets
exceeded. Management process redesigned & executed. North American headquarters in Montreal, Canada.
Jaguar Cars Ltd. Maintenance project. To raise production by 8% in body in white creating savings of 1mn GBP. Design and install of
production management and control system. Results surpassed. Production raised by 12%. Labour reduced in line with workload.
British Airways. Install management control system within Payroll department – 60 people. Reported directly to BA CFO.
Ford Motor Company – Dagenham Press Shop. 40 week project in car panel production area. Installation of improved processes.
Management control and planning systems. 40% efficiency improvement, savings of 2.2mn GBP.
Bucks New University – High Wycombe, England 2010 - 2011
Post Graduate certificate in Furniture Design and Technology
University of Haute Savoie, Annecy, France 1989 - 1990
Diploma French Language and Culture (A)
French Language, French Culture
UMIST - University of Manchester, Manchester, United Kingdom 1986 - 1989
BSC Hons
Manufacturing, Psychology, Marketing, Accounting, Economics
Cheltenham College, Cheltenham, United Kingdom 1980 - 1985
10 AO and O Levels, 3 A Levels
Skills & Competencies
Process analysis: very competent in analysing business processes, utilising a number of tools to obtain information, highlight the process.
Ability to identify efficiencies and describe, present these.
Management. Experience of recruitment, personnel development, performance review and day-to-day operations.
Project Management. Certified in MS Project, experience of project management in consulting and IT.
Thorough knowledge of all aspects of ITIL.
Process mapping, using traditional flow charts, Brown Papers, swimming lane charts, etc, in Visio, Control and other packages.
Fluent English, French, Danish and some Norwegian.
Licenses & Certifications
ITIL Foundation
ITIL Problem Manager
ITIL Service Manager
MS Project Certified
SAP PP - Production Planning Certified
Issuer: Ernst and Young Academy and SAP
Other - HP Service Centre, Control - process modelling, Visio - Process modelling, SAP R4 - Production Planning, MS Office
Other Personal
Date of Birth:
Driving Licence: Yes