Darren Richardson Managing Director
Darren began his working life on travel related hardware and progressed his career within the industry, becoming Memorex Telex Airline Service Team Manager. He held this position for 7 years until the formation of ESP in 1992. Darren had been long frustrated with the limited spectrum of services that were available to the customers of his former employers and saw the formation of ESP as a logical step in his career. Since inception ESP has focussed almost entirely on the travel-related sector and in particularly the Common Use arena. Darren’s background ensures a genuine understanding of service delivery to the travel industry which has developed into the culture that has made ESP the pre-eminent provider of support to the UK and Ireland’s Common Use airports.
Michael Harling PhD Director
Mike founded ESP with Darren Richardson in 1992 after completing his PhD at Reading University and BSc at Loughborough University. He is responsible for the administrative side of ESP underpinning the operation of the business by the control of policy and procedure to industry-recognised best practice standards all the time supporting ESP’s core values.
Kevin A Lee Solutions Design
Kevin started his career in aviation in 1970, as a Flight Dispatcher for Dan Air at Gatwick.
He was later seconded into the new Ground Handling Company, ‘Gatwick Handling Ltd’ formed by a joint venture between Dan Air and Laker Airways. He held a number of senior posts, managing different service elements of the company’s activities.
In 1999 he joined SITA (Societe Internationale de Telecommunications Aeronauticale) as an Enterprise Account Manager. SITA provides Air transport companies with Communications and IT solutions. His Customer Accounts were focused specifically on Ground Handling Companies and Airport Operators within the UK and Ireland, including their offices in Europe. His responsibilities were to develop organic sales, create new sales opportunities, and ensure existing service provisions were delivered satisfactorily.
Kevin joined ESP in 2002 as General Manager – Airport Accounts where his role responsibilities are to develop industry relationships, develop sales opportunities, deliver new service projects and maintain service standards to ESP’s Customers.
Tony Sherwood Business Development Manager Tony has over 30 years of experience in the computer industry, working initially for British Telecom then the United Kingdom Atomic Energy Authority and, prior to joining ESP in 2002, 25 years with Fujitsu (formerly ICL).
Tony has skills developed over his career in a number of different disciplines covering Operations, Software Development, Project Management (Prince2 Practitioner), Marketing, Customer Support and Service Delivery management. In particular he has a number of years experience in delivering service globally in the Travel Industry.
Fred Davidson Commercial Manager
Fred commenced his career in the Heavy Industry sector of the North East of England and has since that time worked as a Commercial Contracts Manager throughout the world in industries as diverse as Petrochemicals to Sewage Treatment. After 14 years working for AEG in their Automation Systems Division, where he negotiated and managed several consortium agreements to supply major airline catering systems, he spent 4 years consulting with SITA and joined ESP at Darren's insistence in 2003, since when his diverse experience is proving invaluable in assisting ESP to develop into a significant internationally recognised provider of quality service to the Travel Industry.
Scott Rixon Head of Managed Services
Scott began his career in IT as a Lotus Notes administrator for a large UK Oil and Gas company. Part of a small team supporting users throughout the World he quickly grew his IT knowledge and experience of Corporate IT. When ESP needed to add to its team in April 1999 Scott joined as one of their field engineers. As ESP grew he developed the mobile team and established the 24x7 Service Desk. The role of Head of Managed Services allows Scott to combine an amazing depth of technical knowledge with an aptitude towards understanding the customer's requirements and demands.
Kiran Tailor Service Delivery Manager
Kiran has over 25 years experience in IT delivery and service support. He has worked for Memorex, supporting back office equipment, assigned to Airport /Airline support in 1990, awarded Outstanding Customer Service Award by AA 1992. He joined SITA to setup CUTE Operations at London Heathrow 1993. Managed Airport & Airline Management relationships and the introduction of Common use systems (CUTE II, CUTE/OS, Baggage Messaging and Reconciliation) for 92 Airlines during which time he gained in-depth knowledge of Airport operations, technology and Mission Critical support services.
Moving to Global Solutions Design Manager in 1997, he developed strategic leadership and international client management skills whilst overseeing international business development and commercial business justification and stakeholder sponsorship.
He moved into Retail banking in 2004, where he was responsible for improving sales & resource management. Promoted to Private Banking where he introduced and improved processes to increase client investment. Promoted to Business Banking where he managed back-office operations for 94 territories across North West London with a team of 32 support staff.
Andy Jenner Head of Operations
Andy’s career spans over 20 years in operational management of IT services in customer facing and commercial roles within the digital pre-press, IT, air transport and technology markets.
In the past he was worked for such companies as The Telegraph Newspaper, Compel( now part of SCC), SITA and most recently a&o Systems and Services.
He brings to esp a wealth of domestic and international experience in managing all aspects of operational delivery, with a history of success in delivering SLA's, driving up customer satisfaction and incremental revenues balanced with a track record in P&L management, delivering cost savings, efficiency improvements and tight budgetary control.
Bob Cuthbertson Workshop Manager
Bob cut his teeth in the retail sector before signing up with ESP in 1997.
He gained extensive experience touching several areas of the business including building and repairing PC’s to cabling and installations. He took over the role of Workshop Manger within a few short years and has built it into the specialist repairs, logistics and refurbishments centre that exists today.
Bob prides himself on his high levels of workmanship, a factor paramount to his running of the workshop.
Chris Earl Client Manager
Chris has over 25 years working in the IT Service Industry, with experience in International Supply Chain Management, Business Development and Client Management. Having worked for Hewlett Packard for many years both in the UK and US predominately in customer service facing roles, Chris joined ESP in October 2006 to help set up and manage ESP’s expanding Global Partner Program. As a strong sales influencer and results–oriented negotiator he has helped ensure that relationships with ESP’s corporate customers are strong and commercially viable to all parties.
Chris is currently managing the implementation and ongoing account development of one of ESP’s Global Service Accounts. This often involves traveling to diverse areas of the world, where his well-honed interpersonal and effective communication skills are fully tested.
Michael Matthes Internal Development Coordinator
Michael joined ESP in 2002 as a member of the Heathrow team. Experience gained there together with a continuous drive to better himself lead to a position with the Managed Support Services team where he supported corporate clients and airports in the region, all the time successfully striving for Microsoft Certification. In 2007 he was justly promoted to Senior Engineer where he became responsible for all corporate client Server and Network installations and upgrades.
In 2008 Michael was promoted to the newly created position of Internal Development Coordinator. This vital role is focussed on the development of internal systems and training materials to ensure the consistent flow of information throughout the company irrespective of the geography. Michael is responsible for the ongoing development of ESP’s Airline Certified Engineer program, including the delivery of certain modules.
Nicole Rowland Human Resources Coordinator
Nicole joined the fledgling ESP in 1998 as an administrator rising through the ranks to become Darren Richardson’s PA within a few years.
She successfully completed her Certificate in Personnel Practice in August 2002 which enabled her to realise her ambition of becoming HR Coordinator.
Her ability to turn her hand to many aspect of a growing business together with her tenacity to get the job done has seen her develop with the business as it changed into the global services company that exists today.
Stuart Brown Product & ProcurementSpecialist
Stuart began his career in IT with ESP over 13 years ago. Having spent his early years both in the Workshop and in the field as an MSS Engineer he has gained invaluable technical experience and product knowledge. This experience allowed Stuart to move into the Sales department at ESP where he now heads up the Product and Procurement services, which provide a fully managed solution to our customers from 5 to 500 users.
Stuart applies his in-depth knowledge of server, networking & desktop products to specifying all aspects of a fully managed and functioning IT infrastructure solution, from the cabling infrastructure to multi-office network connections and remote working.
Stuart is a keen sportsman and has represented ESP in many Corporate Golf and Football events, he officially has the longest drive and the hardest shot in ESP!
Andre Herbst Field Services Manager
Andre joined ESP in June 2005 to supplement the onsite team located at Bank of America in Canary Wharf. From there he joined the MSS engineering team and was introduced to the world of server and client troubleshooting. He developed a penchant for airport IT following a stint at Norwich Airport which led to a sabbatical placement for eight months at Dublin Airport where he headed up a team of eight engineers.
He then qualified as a SITA Administrator at which time he specialised in sabbatical placement at new SITA sites where he would oversee the installation services being provided by ESP. Andre was deservedly promoted to Regional Service Delivery Coordinator this year where he is responsible for all of ESP’s SITA sites, with the remit to standardise working practices to industry best practice.
In between all of that he puts his Prince 2 qualifications to good use managing IT projects for airport authorities.
John Galpin Global Operations Manager - EMEA
John joined ESP in April 2006 as a member of the MSS Engineering Team bringing experience in Hardware and Desktop IT Support. He was exposed to a variety of desktop and server support which broadened his skill base rapidly. In September 2007 he was seconded to KLM for 5 months where he managed both 1st and 2nd line support for all KLM sites within the UK. In March 2008 John took on a new challenge in the airport environment, spending 4 months at Stansted Airport supporting the Site Supervisor in setting up a brand new team after winning the SITA contract. In July 2008 he was seconded to Luton Airport as Team Leader where he nurtured a team of engineers to become pro active in their approach to airport support, soon shredding call rates to half their previous figure. He was then promoted to Regional Service Delivery Coordinator where he was responsible for all of ESP’s Ultra and ARINC sites, with the remit to standardise working practices to industry best practice.
John was formerly ESP's Service Delivery Manager for the SITA Desktop contract.
Vanessa Kelly Service Delivery Manager
Vanessa has over 30 years experience in the Customer Service Industry starting her working life in the hotel business and moving over to the airline industry in 1979. She worked for TWA, Braniff Airlines and American Airlines in a variety of roles including reservations/city ticket office/fares desk and airport check in. When American Airlines started selling their Sabre CRS system to travel agents she was one of the first Help Desk agents employed in Europe to support the system. This led to a sideways career move over into the CRS/IT support industry. Over the years Vanessa gained experience in Supervision and Management with responsibilities for the Operations/Help Desk and Training departments. Her main role during the years at Sabre was as Help Desk Manager leading a team of 42 staff based in 6 countries. In 1997 she moved over to the Desktop Support group as a Project Manager/Vendor Relations Manager supporting American Airlines/Sabre and USAirways. This department was outsourced to EDS in 2001 and she continued her role gaining United Airlines as an additional customer. Vanessa joined ESP in July 2009 as a Service Delivery Manager for the America’s.
Kevin Bull Project Services Manager
Kevin joins ESP from his role at a&o where he successfully delivered numerous service transition and desktop deployment projects along with management of the a&o Project Services Team for 2 ½ years.
Prior to his time at a&o, Kevin spent his career in the IT industry from field service engineer with Ferranti to support engineer for ServiceTec.
In 1999 he joined the Airport Services Project Management team at SITA where he gained more than 9 years experience as a Project Manager, successfully managing the implementation of numerous airport specific IT systems including airline and WAN communication circuits, LAN and Wireless LAN infrastructure, multiple client server systems with standard desktop and bespoke hardware devices.
He was responsible for the delivery of high profile and high value projects across Europe in a variety of challenging airport locations, including Rome, Moscow, Almaty, Astana, Dublin, Edinburgh and London’s Heathrow, City and Gatwick Airports.
He has a wealth of experience in managing technical projects, including LAN/WAN/WLAN infrastructure implementations, systems integration, desktop deployments and service transitions in both the UK and beyond. He is accredited to both PMI and Prince 2 standards (PMP and Prince 2 Practitioner level).
Jerome Chan Global Operations Manager - ASPAC
Experienced in the IT vendor support business with 20 plus years' overseeing IT operations, directing customer support operational groups, and ensuring on-time KPI driven delivery of business solutions. A strong record of success in implementing new IT services in Asia Pacific region down to management of vendor organizations at the Country Level. Worked both in Europe and in the Asia Pacific region.
Backed with related skills in strategic planning, human resources development and ITIL driven project management processes.
Bob Webster Senior Operations Manager
Bob jointed ESP in November 2011 from a&o Systems + Services UK Ltd where he had considerable success in Operations Management, Service Delivery Management and implementing new business throughout EMEA both to the Retail and Commercial environment. Bob is responsible for all field and airport operations with in the UK/ROI and EMEA. Working with his team Bob will develop and implement initiatives and utilisation strategies to achieve and better productivity targets throughout his area of operation.
Vinod Bridglalsingh Global Operations Manager - Caribbean and CLA
Vinod can be described as the quintessential ‘Caribbean Man’ having dual citizenship in Jamaica and Trinidad and Tobago. Consequently, he exhibits a veritable passion for the continuous improvement of the quality of life of the region’s people, especially via the implementation of imaginative technological solutions.
In light of the foregoing, ESP and Vinod represent the perfect symbiosis. Vinod has been working in the ICT/Travel Industry since 1992 at the helm of the assigned Customer Service and Operations team with responsibility for servicing the entire Caribbean Region. As the Territory Manager – Caribbean at SITA, he consistently delivered best-in-class and highly competitive integrated operations and customer services solutions to his former employer’s clients winning SITA's Global Customer Focus award in 2007 together with his Caribbean team.
Among numerous professional and academic accreditations, Vinod is the holder of the Msc. Strategic Business Information Technology (Portsmouth University), the Diploma in Management from the Henley Management College and associate Degree from DeVry's Institute of Technology in Canada and over 20 years as a full member at IEEE.org along with being a certified member of Chartered Management Institute-CMI-UK. Given his talents and experience, Vinod plays an integral role in the delivery of ESP’s services to the Caribbean and beyond.
