Glenn Tooke (MBCS)

Experience

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  BT

  Oct 1989 - Aug 1996

  I was responsible for the support of a number of Service Centre Installations in the UK. The Dorking and Sheffield Communications Management Centres, in which I played a key role in the installation and then the in life support, involving two major upgrades from Solaris 1 to Solaris 2 and then onto Solaris 2.5. In June of 1995 I was seconded to the Amsterdam RNMC for a period of 6 weeks, to assist in the support of their UNIX Network management environment. this period I was a member of the Software Technology Support Team. I gained experience in the support of a large number of UNIX systems, including HP-UX, SunOS, AIX and Ultrix.

  • Product Support Engineer

    May 1992 - Aug 1996

  • Software Technology Support

    Oct 1989 - May 1992
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  BT, Adastral

  Aug 1996 - May 2007

  In this role I was responsible for the development of new service features to be launched on BT's MPLS network. It was my role to manage the availability and delivery of all resources required to ensure the projects met the agreed time, cost and quality targets, taking account of all dependencies.Key ResponsibilitiesCoordinating the overall programme work packages, to ensure the most cost effective solution in terms of design/hardware/software/network and support, taking in account the installed base, future known requirements and strategic plans.Provide project costs for customer business cases.Negotiate and agree achievable delivery dates with suppliers and customers.Create, maintain and monitor project plans at a level of detail appropriate to the size and complexity of the project Build and maintain financial control information from initial budgets through to planned vs. actual costs, tracking and reporting monthly.Manage the utilisation of appropriate resources to meet project requirements.Interface with Senior Customer Representatives and Programme Managers on business implications, workstack, priorities, costs and authorisation of all programme and project requirements.Key AchievementsDSCP CoS launch on BT's UK MPLS NetworkUK IP-VPN Programme Transformation Manager Show less Within the role I was responsible for key transformation activities to shape the development programme.Key AchievementsAlignment of UK and Rest of World ProgrammeIntroduction of Release Management Structure in the UK. This allows the product line to have a clear view planned over a year in advance of when new service features will be ready for launch. The structure I have put in place aligns with the RoW structure, so as to allow a single release to the Global market.Introduction of On-line Change Control system across UK and RoW. The system allows anyone in the business to raise a change request on the business and then track it through all the stages of its life cycle. Launch of MetroflexMetroflex was the first IP-VPN development to be launched exclusively into the Convergent Solutions Teams. The entire deliverable was achieved in just three months, from concept through to launch. Show less During this period I was required to give strong leadership to a team of CTI support engineers, responsible for the day to day second and third line support of the external Callcentres and the Internal Marksman Callcentre project. It was my responsibility to ensure that the customers SLA targets where agreed and met by my team, and all technical issues where addressed and resolved in a timely manner.During this period I gave a number of presentations to external customers, in order to "sell" them the support my team could offer. Feedback from the Nationwide Building Society clearly showed that my team's involvement and my presentation were a significant reason for opting for our service.I was responsible for the financial planning and tracking of the Callcentres support Project, of which I was the Project Manager Show less

  • UK IP-VPN Platform Manager

    Sept 2004 - May 2007

  • UK IP-VPN Transformation Manager

    Sept 2003 - Sept 2004

  • IP-VPN Service Deliver Manager

    Aug 2000 - Sept 2003

  • Systems and Software Support Team Leader

    Aug 1996 - Aug 2000
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  Adastral Park Badminton Club

  Jan 1999 - Jan 2010

  Chairman

  As Chairman of one of the largest Badminton Clubs in the region, I was instrumental in the club being only the third club in Suffolk to achieve the "Clubmark" award.

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  BT

  May 2007 - Jun 2008

  Head of Corporate Voice Solutions

  In this role, I was Programme Manager responsible for the management and delivery of Hosted VoIP solutions to BT's Corporate Financial Sector Customers. Within this role I also have line management responsibility for a small team of project and delivery managers.Key ResponsibilitiesOwnership of the Hosted IPCC Customer Interface with Prudential, Northern Australia Group, Alliance & Leicester.Interface with third party suppliers (Cisco and HP), negotiating costs and agreeing contracts.Interface with the customer facing divisions of BT to agree and manage the delivery plan to the customer's requirements.Interface with all stakeholders involved in the development activities from concept through to trial and launch.Budget build, management and control.Key AchievementsRemoved HP's involvement in the support for the hosted contact centre solution and brought this function into BT - saving the company £1m per annum.Delivered to Alliance and Leicester Bank a Hosted Contact Centre Solution of over 1000 agents plus all branches. To the best of my knowledge this is still the largest Cisco ICM V7 deployment in Europe.IP-VPN Development Programme Manager Show less

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  Suffolk Mental Health

  Sept 2008 - Dec 2008

  Technical Project Manager for NPfIT

  Responsibile for the enablement of The NHS National Programme for IT within Suffolk

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  Norfolk and Suffolk NHS Foundation Trust

  Jan 2009 - Feb 2012

  Senior ICT Project Consultant

  In this role I am responsible for the management of multiple large scale complex ICT projects/programme supported by a team of project managers, managing and delivering large projects within budgets and to tight timescales. I am responsible for Benefits identification and realisation and for the successful handover of any project to Business As Usual and ensuring documentation is published for each.I work closely with programme managers and other project managers to identify and manage the dependencies, interfaces and potential problems of other projects within IT department that will have an impact on delivery. Key achievements:-Set up and Established a rolling four year project to replace desktop PC's (3870) to all PCT locations in Suffolk (GP Practices and HQ). Managed the installation and deployment of Cisco Call Manager to all SMHP Sites - with over 1800 extensions and handsets and the subsequent decommissioning of the Meridian PABX.In progress of managing the Firewall network connectivity to enable remote support of all currently non WAN connected GP locations to the support desk.In addition to managing projects I am also responsible for the management of the ITIL Accredited servicedesk. I have line management responsibility of a small team of 1st line technicians and the team leader. I am responsible for maintaining service against the Service Level Agreement, and represent Suffolk Support Services at the monthly SLA meetings with the senior PCT leads. Show less

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  Norfolk and Suffolk Foundation Trust

  Feb 2012 - Apr 2013

  Service Support Manager

  I am accountable for the end to end delivery of the service desk function and second line technical ICT Service Support to the Trust and its clients across multiple care settings and systemsI am responsible for the performance of the ICT Service Desk and 2nd Line Technician functions in achievement of internal and externally mandated key performance indicators and service level arrangements and incident, problem and change management in line with industry best practices.I am responsible for the continued implementation and introduction of the ITIL lifecycle into the service support team and adherence with all requirements of an ITIL acredited service support function.I am responsible for the Trust and external clients full asset management including procurement and disposal of assets in line with current local, national and international financial and disposal directivesI plan and manage a wide range of ICT related service support, within the operational function of the department identifying areas of service improvement and developmentwithin the service support areas.I am responsible for negotiating and performance monitoring Service Level Agreement KPI’sand Operational Service Level agreements dealing with both Trust and external clients and representing the Service Delivery area at performance meetings.I am required to plan the delivery of ICT services and the provision of a stable fully managed service. Show less

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  Norfolk and Suffolk NHS Foundation Trust

  Apr 2013 - Aug 2013

  IT Lead for the Service Support Strategy

  In this role I am responsible for all ICT Deliverables (Design, Development, Implementation and supporting Infrastructure) that support the Norfolk and Suffolk NHS Foundation Trust Delivering on its major Transformation Programme.

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  Liberata

  Sept 2013 - Mar 2015

  IT Project Manager

  I am responsible for the scoping, planning & implementation of changes ensuring that the results delivered are in agreement with the benefits defined, taking ownership and management of the project budget, on behalf of Local Government clients.

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  Trustmarque (Part of Capita plc)

  Apr 2015 - Feb 2019

  IT Portfolio Manager

  Working as an IT Portfolio Manager in the Professional Services arm of Trinity Service (Trustmarque) I am responsible for the planning and delivery of a number of IT clients and their projects, working with my team to understand the requirements, translate these into workable designs and then finally into implementation.

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  Capita

  Feb 2019 - Aug 2020

  IT Portfolio Manager
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  Suffolk & North East Essex Integrated Care System

  Sept 2020 - now

  Programme Manager

  Developing quick wins and strategic developments within the Remote Care space across Suffolk and North East Essex for our most vulnerable people.