September 15, 2009 – (HOSTSEARCH.COM) –
Macquarie Telecom today announced that it has appointed Simon Gatward to the newly created role of Group Executive, Telecom Services.
Based in Sydney, Gatward will be responsible for overseeing the entire Macquarie Telecom customer service strategy from post-sales support delivery to third-party vendor management and proactive network operation. He will also be responsible for directing investment in improved customer care programs and training across the business.
Gatward’s appointment builds on Macquarie Telecom’s continued focus on customer care and supports its overall objective to differentiate in the market based on delivery of the highest levels of personal, accountable service.
In March this year, Macquarie Telecom was awarded the World Communications Award for ‘Best Customer Care’ judged by a panel of fifteen independent telecommunications experts in London. Macquarie Telecom won the international award ahead of other large telecommunications providers including Telstra, Deutsche Telecom and BT.
Gatward brings more than 20 years experience in the IT and telecommunications industry to Macquarie Telecom. Most recently he was the Director of Outsourcing Services for HP ANZ where he worked with enterprise customers to design and manage their IT infrastructure to meet specific business needs.
Prior to that he held roles as VP Global Services ANZ and Pacific Islands for Ericsson and GM Global Infrastructure Services ANZ for Unisys. In both roles Gatward was responsible for building and supporting ICT infrastructure and network operations for a number of Australia’s leading business and telecommunications organisations. His varied background in both vendor and service provision roles gives him a strong appreciation of how each component of the service chain must integrate seamlessly to meet customers’ objectives and deliver standout customer service.
In this new role Gatward will report directly to David Tudehope, Chief Executive Officer of Macquarie Telecom; a further reflection of the importance the business places on customer care.
“We recognise that we are on the brink of a revolution in the telecommunications industry with the rollout of Australia’s new NBN imminent,” said David Tudehope, Chief Executive Officer, Macquarie Telecom.
“The new network will bring about a fundamental change in the competitive landscape for Australian telecommunications providers. The focus on competition will shift from the infrastructure layer to sit fairly and squarely at the services layer - the layer that Australian businesses and consumers feel.
“This role has been created to lead our customer care strategy and will underpin every service offered across our business. For too long the telecoms industry has focused on infrastructure as its differentiator and this has come at the expense of the customer experience. We recognise that in this new age, the business with a focus on customer care will be the business that differentiates and succeeds.
“Simon has a proven track record in developing and leading the adoption of progressive customer care strategies and we’re delighted to welcome him to the team,” Tudehope said.
About Macquarie Telecom
Macquarie Telecom is Australia’s leading business-only telecommunications company. Macquarie Telecom was established in 1992 following the deregulation of the telecommunications industry in Australia and services more than 23 per cent of the top 10,000 business and Government organisations in Australia with more than one million people using Macquarie Telecom solutions at work every day.
Macquarie Telecom delivers tailored business communications solutions which include voice, data, mobile and hosting services. Its dedicated managed hosting and security facility, the Intellicentre, is certified to the highest levels including ISO 27001 and DSD Gateway security standards.
