IT Service Management\Delivery
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Dedicated SC cleared IT Manager, with broad ranging experience in people management. Managed a
Global Support Desk, System Release, and Problem Management. Change Control. Project management experience and Service Operation Centre. Excellent customer liaison and problem resolution skills, ability to multi-task, whilst working under pressure. Capable of producing quality documentation to organisational and industry standards. Have a natural ability to get people to give more, whilst keeping them motivated and focused on the tasks at hand.
Overall flexible, enthusiastic and a committed IT Professional, always ready for the next challenge.
Scope business requirements for new ITSM tool set (Remedy). Engage with suppliers around pre-qualifying questionnaire document. Cost Analysis, purchase and full business engagement through to implementation.
On-boarding of a level 2 technical support team from an external supplier. Inclusive of analysation of current processes, procedures, and workflows in order to provide improvements and value add to the business model. Implementation of Continual Service Improvement Plan (CSI) to allow visual representation of the future roadmap for the team and tooling.
Transition from a service desk to a 24 x 7, 365 day Service Operation Centre team. Consisted of interviewing of all current employees and ensuring suitability for the shift roles. Managed redundancies and re-deployments within the company (MDS).
Set-up a Follow the Sun service desk based over 3 sites to ensure continuity of support for our clients no matter when (Kalibrate).
Set up of initial Service Desk and integration of sister company’s Service Desk for cost savings (Hastings Direct).
Project lead on business wide new telephony system (Mitel). Across 3 sites ensuring no loss if calls and numbers along with infrastructure changes. Brought on board a separate business to integrate them into the same Mitel telephony system
