Key People

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Darren Richardson
Managing Director

Darren is driven by success and has an unparalleled ability to derive innovative solutions whilst focussing absolutely on building relationships within the industry. He is a specialist in the Airline Transport Industry and holds the trust of many senior executives who believe his approach has been in advance of their needs on many occasions. His ability to be ahead of the curve is something for which he is respected globally.

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Mike Harling PhD

Mike founded ESP with Darren Richardson and has over 20 years of experience in providing leadership, direction and support to the business. He has a proven track record of developing and implementing a strategy to support business objectives that promote consistent and sustained growth. He approaches the coordination of back office processes through excellence in team leadership, system and process development and maintenance of professional relationships that support the operational aspects of the business.

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Andy Jenner
Operations Director

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.

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Bob Webster
Senior Operations Manager

Bob joined 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 within the UK/ROI and EMEA. Working with his team Bob has developed and implemented initiatives and utilisation strategies to achieve and better productivity targets throughout his area of operation

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Tony Sherwood
Bids and Proposals 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.

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Bob Cuthbertson
Spares, Logistics and Warehouse 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.

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Stuart Brown
Business Solutions Manager - SME

Stuart began his career in IT with ESP only a few years after it was founded. 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.

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Nicole Rowland
HR Coordinator

Nicole joined ESP in 1998 during its very early years. She is CIPD qualified and has more than 10 years experience working in HR. Her ability to turn her hand to many aspects 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.

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Scott Rixon
Head of Technology Development

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. During his career Scott has developed the mobile team and also established the 24x7 Service Desk.

The role of Head of Technology Development allows Scott to deliver a strategic approach to everything related to IT. His combination of an amazing depth of technical knowledge with an aptitude towards understanding the customer's requirements, allows ESP to keep pushing technology and deliver diverse and unique solutions both internally and to our customers.

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Michael Matthes
Technical Operations Manager

Michael joined ESP in 2002 as a member of the Heathrow Engineering 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 various accreditation. In 2007 he was justly promoted to Senior Engineer where he was responsible for all corporate client Server and Network installations and upgrades.
Michael now holds the title of Technical Operations Manager where he is responsible for all ESP's SME customers, the ESP Corporate Network/Server infrastructure and all customer infrastructures hosted in the ESP datacentre.

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Martin Bryant
Service Delivery Manager

In 2002 Martin joined ESP as a Service Desk Operator and worked his way through the ranks to Service Desk Supervisor, Escalation Manager all the way to Service Desk Manager. 6 month secondments at customer sites in Dublin and at easyJet in Luton have enabled Martin to understand customer requirements and build strong relationships with both customer and suppliers. After continually delivering excellent customer service, he was appointed to the role of Service Delivery Manager in September 2012 for American Airlines, US Airways and Sabre utilizing his 11 years of experience working in the airline and travel industry.

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Christine Barnard
Business Solutions Manager

Christine is an accomplished, respected and successful manager with extensive experience in Aviation ground handling automation from working with the Global Operations Support Group of Servisair. She has experience in defining and implementing the support, delivery and quality of CUTE systems, Departure Control Systems and Type B messaging facilities across 150 airports globally. During this time she has worked closely with ESP on a number of projects.
Christine brings with her extensive knowledge and experience to ESP’s Regional Business Development Team, where she will be integral to the progression and implementation of some of the new initiatives being undertaken, that will create some exciting opportunities for ESP into the future.

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Kevin Bull
Project Services Manager

Kevin joined ESP in July 2011from 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. He was responsible for the delivery of high profile and high value LAN/WAN/WLAN infrastructure implementations, systems integration, CUTE, CUSS and Baggage 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.
Since he joined ESP, he has built on his experience in managing technical projects, having successfully delivered desktop deployments and service transitions in both the UK and beyond. He is accredited in both PMI and Prince 2 methodologies to PMP and Prince 2 Practitioner level.

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Charlie Rainer
Senior Service Delivery Manager

Charlie started with ESP in June 2008 having spent his previous 10 years in the Aviation industry working at London Stansted developing customer relationships with Ryanair and easyJet to name but a few. Charlie moved into the IT sector having spent nearly 2 years at night school to gain the IT qualifications needed to take his next career steps. Charlie Joined as a Mobile Airport Support Engineer covering all ESP supported Airport locations. He also was integral to the Ryanair Kiosk Project which spanned over 2 years covering multiple UK and European Airport locations. His attributes were soon realised when key relationships were seen as millstone developments for ESP and it became clear that Charlie’s rapport with Norwich Airport and other customers needed to be expanded. He was then strategically moved to the MSS team which meant his customer base increased as did his thirst for IT knowledge.

Charlie was asked to help ESP’s Desktop Support Team consisting of 2 staff in late 2010 and hasn’t looked back since. He’s now responsible for a dedicated team of 15 at easyJet and over 125 Airport locations. He continues to grow into his role making it his own whilst maintain his core values.

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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. 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. She moved over to the Desktop Support group as a Project Manager/Vendor Relations Manager supporting American Airlines/Sabre/USAirways and United Airlines being outsourced to EDS in 2001. Vanessa joined ESP in July 2009 as a Service Delivery Manager for the America’s. With the merger of United Airlines and Continental Airlines in 2011 she is now responsible for the delivery of service to the newly merged company throughout Europe, Middle East, Africa, Asia Pacific and the Caribbean.

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Rachel Robinson
Service Delivery Manager

Rachel started with ESP in September 2006 within Customer Service. Before this she worked with Racal Milgo Solutions within customer service for 5 years and was account owner for 5x contracts. In ESP she quickly progressed to the SITA contract specialist and then onto Service Desk Team Leader. In May 2012 Rachel became Service Delivery Manager to ePassport Gates (ACS), Eurostar and MS Surface. This is a role which she is fully dedicated to and delights in exceeding customer expectations and delivering them the highest level of service.

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Sam Fitzgerald
Service Delivery Manager

Sam has 7 years experience in the IT services industry. She began her career working as a contract administrator at a&o Systems + Services and quickly progressed through the ranks to become a Service Delivery Manager responsible for a multi-million pound contract for delivery of desktop & server support services to a large Government contract across the UK and NI.

Sam joined ESP in November 2011 as a Service Delivery Manager and within a short time progressed to the role of Regional Operations Manager. With a strong operational background, ITIL V3 and as a qualified Internal Quality Management Auditor, Sam works to ensure consistent SLA achievement of services is delivered across EMEA to our customers through our service partners. Throughout her time in this role, Sam has developed excellent working relationships with the Service Partners. She continues to drive SLA performance, whilst keeping costs within budget, working on process improvement and achieving high customer satisfaction.

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John Galpin
Senior Regional Operations Manager

John has worked in the IT industry for over 10 years enabling him to become an experienced and highly motivated Service Delivery and Operational Manager with a proven track record of success through delivering excellent services, whilst achieving internal business objectives in the IT market sector. John has delivered systems and process improvements to control and consistently enhance business performance across a worldwide network base of both Corporate and Airline Customers.

John worked for ESP for over 6 years starting out as a Mobile Engineer through to becoming Regional Operations Manager for EMEA. He then moved to T-Systems in 2012 to become the Global Operations Manager for TUI where he was responsible for all production and operational aspects of the business being delivered as part of the revolutionary Unified Communication Services contract. As part of his role, he was tasked with ensuring all aspects of pre-production were fit for purpose before being delivered into a live operational state and to drive performance and cost efficiencies to the account.

John moved back to ESP in April 2013 and is now responsible for managing ESP’s Global Service Network, driving operational and service improvements throughout EMEA, Asia Pacific, Caribbean, North and South America.

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Vinod Bridglalsingh
Regional Operations Manager - Caribbean

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 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.

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Tony Chow
Regional Operations Manager – ASPAC

Tony has worked in IT service delivery and operations management for around 15 years for several major IT services providers, including HP, CSC, and JOS, with more than 10 years working for HP in service management. The IT services major in the areas of quality outsourcing and technical regional delivery projects on Service Desk, desktop support, infrastructure and data centre management, serving mostly large Corporations including a major railway company and airline in Hong Kong and an investment bank.

Tony has participated in the entire Outsourcing Project Lifecycle, from developing outsourcing strategy and designing solutions on service KPIs and best practices, to working with various IT teams to ensure excellent operations and liaison with outsourcing vendors to deliver IT services, and handover to on-going operation teams for providing quality services to meet SLAs. Tony has practical experience in people management, vendor management, ITSM implementation and training, transition management, resources planning, services solution design, business analysis, project financial management, and process re-engineering.

Tony joined ESP in October 2013, and works in the regional delivery operation of ESP’s services to the Asia Pacific region.

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Yasmine Alexander
Regional Operations Manager for EMEA

Yasmine has over 16 years’ experience within I.T. working with companies such as, Bull Information Systems, Specialist Computer Centre, and A&O IT Group. Yasmine has progressed her way up from Incident Coordinator, through to Service Desk Team Lead and finally Service Delivery Manager on a prestigious government account. Experienced working to tight SLA’s whilst maximising revenue and delivering an exceptional client experience. Yasmine has moved to ESP to combine all this experience in her role as the Regional Operations Manager for EMEA.

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Neil Rolph-Dickinson
Service Delivery Manager

Having worked within the IT industry for the past 20 years Neil brings a wealth of experience to esp in his role as a Service Delivery Manager, having previously worked for British Rail, South West Trains, Sema Group, Norsk Data and a&o Systems + Services before joining esp in 2012.
He has a proven track record in the Delivery of Services to SLA and budgetary requirements across EMEA in both Retail and commercial business within the private and public sectors.
Neil is responsible for driving SLA delivery and Service improvement plans across his accounts and to ensure customer satisfaction is not just achieved but exceeded and delivering these Services within financial targets and restraints.

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Martin Farmery
ATI Business Development Manager

Martin has over 18 years experience working within the Airport environment predominantly all at Gatwick Airport. He has an in-depth knowledge of the airport, its working and the people & companies that operate there. His role as a Business Relationship Manager at Firstco has brought him a greater understanding of Gatwick airport as a client and the constraints by which they must operate.
He is an accurate and logical thinker, able to spot the bigger picture and deliver against tight
deadlines/budgets through a persistent and tenacious approach. Proven ability to work with a wide range of stakeholders, managing complex relationships in order to deliver significant business benefits. Twenty two years broad operational exposure across many business streams / functions thus ideally positioned to deliver cost effective, quality business and customer focused solutions.
Martins work has always been focused around the Airport Operational Systems and their users, such as the National Air Traffic Control, the Airlines, Handling agents and the Airport itself. However he is also greatly experienced in his roles as Engineering Manager for the airport.

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Paul Secker
Head of Airport Solutions

Worked in the aviation industry for the past 15 years specialising in Airport IT systems including Baggage Systems, Common Use and Systems Integration/Automation. Paul has designed and deployed systems in many airports including Manchester, Heathrow, Birmingham, Munich, Milan, Edinburgh, Hong Kong, Dubai and Doha.
Paul’s recent work has included overall design responsibility for Special Systems at New Doha International Airport (2006-2009), and producing and managing Heathrow BAA tender for Eastern Campus Baggage Systems Sort Allocation and Logistics Controller replacement (2010-2011).

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Shahed Iqbal
Global Service Desk Manager

Ski started his career in training for Orange travelling the UK and Europe and after 4 years decided to move to ESP. He joined in September 2007 as a Service Desk operator and worked his way up to SITA Desktop Service Delivery co-ordinator. After working on the SITA account for over a year in 2012 was appointed as the IT Service Desk Manager managing the day to day running of the 24/7 desk 365 days a year.
Ski’s committed approach and strive for 110% each and every time is what makes the desk so successful, along with his training skills he can see what his team need and plans well for the future.