ANDREW HILES

Andrew Hiles is a Fellow of the Business Continuity Institute and a Member of the British Computer Society. Andrew was founder Chairman of the influential European Information Market (EURIM) group which supports the UK Parliament's All‑Party EURIM Group in handling European legislation. His three books on Service Level Agreements are published by Rothstein Inc (info@rothstein.com). He contributed to Croner’s Guide to IT Purchasing. His software package, SLA FRAMEWORK™, has been purchased by leading international companies.

Starting his I.T. career with the Royal Air Force in programming and systems, Andrew moved to London Transport in an operational role. Later, in their Central Productivity Unit and subsequently as I.T. Projects Manager and as Manager of the Business Process Re-engineering function, he led several major technical and organisational reviews involving the reorganisation of key functions of London Transport. From there he moved to the Post Office as their first Business Systems Consultant with responsibilities for major projects. Subsequently as Computer Services Manager at Harwell Laboratory he provided supercomputing, mainframe, midrange and client / server bureau services and operational support of mainframe and midrange installations that Harwell facility managed. He also had Customer Support and Quality Assurance responsibilities for the Data Centre.

Andrew is a Director of Kingswell International - an international consultancy specialising in delivering service and managing business risk. He has helped hi-tech, financial, transport and government bodies to develop and enhance Customer Support and Service Desk functions and has supported both customers and suppliers in Service Level Agreements, Market Testing, Outsourcing and Facilities Management.

Andrew is a published writer and international speaker on service management. He has presented at Cranfield, Henley, Ashridge and GEC Management Colleges and at numerous conferences in Europe, USA, Southern Africa, the Gulf, Hong Kong, the Philippines, New Zealand and Australia. He has broadcast on IT topics on radio, television and web broadcasts.