Paul Jay, Consultant and Innovator
Paul has worked in the IT industry for over 19 years. With experience in IT Operations, IT Service Management, Project Management and Software Solution Design and Consultancy. For the last 5 years has been working to align Cherwell with the latest KCS and ITSM processes. He holds formal qualifications in KCS (KCS Certified Trainer and KCS Practitioner), ITIL (ITIL V3 Expert), IT Governance (ISO20K), Project Management (Prince 2 and Agile) and Training, which combined allow him to deliver successful customer outcomes in many organisations.
Paul is an award-winning practitioner renowned for both innovative and practical approaches to business improvements through Operational Excellence, Process Excellence and Customer Centricity. Paul has a wealth of experience implementing many ITSM and CRM Toolsets, ensuring that tools enable the efficiency and effectiveness required for businesses to achieve their goals. Paul is well-known for his innovative approaches to Service Management Classification and Taxonomy Models, Knowledge Management Approaches using Knowledge Centred Service (KCS), Service Quality Frameworks and Customer Experience Measurement.