24 Years of Service Management Experience
Lead service design, delivery and management professional with experience within both the public and private sectors. Best practice qualified with a strong commitment to the promotion and adoption of those principles and supporting technologies. Able to translate the business needs of an organisation into clear and valid requirements, design appropriate solutions for those requirements and deliver those solutions successfully. A persuasive communicator, innovative, with strong personal integrity and a reputation for exceeding expectations and making things happen, combined with an ability to identify and nurture talent and creating winning teams.
LEAD SERVICE ARCHITECT, FUJITSU SERVICES LTD
Lead Customer Solution / Domain / Service Architect working on all aspects of pre-sales, transition and delivery of service Design work, involving costing, resource and requirements definition, stakeholder management, collateral production, tooling development and SIAM engagement as well as Agile project development utilising the Jira software suite. Further details available upon request due to the nature of the role.
CONFIGURATION AND LICENCE MANAGEMENT, SOPRASTERIA
Designed, deployed and managed the SACM processes for a MOD agency across multiple technologies, networks and geographic locations. Further details available upon request due to the nature of the role.
Managed an asset estate of 30000+ items and a value of £1m+.
TECHNICAL CONFIGURATION MANAGER, ING/BARCLAYS DIRECT
Defined and implemented the SACM strategy and process as a member of the IT Operations management team.
Designed and implemented the service management toolset solution for the organisation involving data structure, classifications, screen sets and report writing. Included the project managed implementation of Software Asset Management and centralised licence information storage.
Acted as subject matter expert for ITIL and member of the process steering group. A vital member of the Service Improvement Programs and the departmental service management transformation initiatives.
SERVICE SUPPORT MANAGER, LONDON FIRE BRIGADE
Managed a support function that supported a user base of 7500 staff over 113 sites across the Greater London area covering service desk software support, account administration, software and desktop hardware installation, application packaging and deployment, security patching and antivirus management, moves and new technology/software rollouts and training.
Designed, delivered and managed service management processes and procedures, aligned to industry best practice (ITIL).
Designed and implemented the ITSM platform covering a range of ITIL Processes that is still in use today.
Transformed a team of non-IT staff from a call logging service, into a pro-active service desk with a first-line fix rate of 85%. Went on to win the “SDI service desk week top service desk” in 2010.
Acted as the Customer Relationship Manager for the IT department dealing with issues and ensuring that customer relationships were managed and enhanced. Created and chaired the IT User Forum.
People manager for a large, cross-tier support team including recruitment, mentoring, appraisal, personal development planning and absence control.
Customer Support Manager, QANAT Software Ltd
Helpdesk Team Leader, Datalect Ltd
Breakfix Helpdesk Manager, GE Capital IT Solutions
AS/400 Systems Manager, IBM UK Ltd
Some information deliberately omitted for clarity and due to nature of role. Available upon request.