For customer service week 2017, we asked 3 people working in the operational delivery profession across the Department for Transport family to tell us their career stories.
Tony Ackroyd, Operations and Customer Services Director from Driver and Vehicle Licensing Agency, shares his story.
What factors do you consider when making your career choices?
Most important is to have a job you enjoy and one where you can make a difference. I like people, so it’s important that I don’t work in isolation. It has to be a challenge, I don’t want to just go to work, it has to be intellectually stimulating and one where I have the freedom to lead.
What career advice would you give to others in Operational Delivery Profession?
Look at all opportunities and push yourself outside you comfort zone, be ambitious, prepared to take risks and enjoy being part of a team. Passion and desire combined with an ability, a real focus can take you a long way.
I’ve worked for many large blue chip companies in the private sector running large operational functions and been chief operating officer (COO), which included managing IT, Programme office , and Transformation functions.
Most of my career moves weren’t planned, and yet I’ve worked for some great companies including , Thomas Cook, Tesco, Dixons stores Group, RBS, Sky, Sitel , Nuance and a start up called Spinvox.
Why are you Proud to be in operational delivery profession?
Operations are key and usually the critical element in any business driving Customer Service and effectiveness which in turn leads to the overall perception of any organisation. Operations is often seen as not exciting or that anyone can do it, anyone can, but to do it effectively and to drive change and lead the business takes passion and skill.
ODP is a great way of professionalising what we do, bringing consistency and building on skills that continue to change at an ever increasing pace. Leading people is a big responsibility but it can be great fun as well as challenging. ODP supports us on that journey and allows us to share our experiences and best practice.
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