Keith Reeves

Experience

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  Office of Government Commerce

  Jan 2001 - Jan 2008

  Provide IT Security function Provide advice and guidance on IT Security policies in line with central government standards (CESG / COSPD) as well implementation of ISO 27001 Be the departmental lead on business continuity and disaster recovery. Provide advice and guidance to senior stakeholders to ensure that the department could function in the event of a business continuity incident. Carry out a complete review of the departments business continuity and disaster recovery plans and undertake business impact analysis on new services, as well as review existing BIAs. Assessing RTO and RPO of IT services to ensure that downtime of key services is minimised. Show less Providing data and business analysis and market segmentation of core customer base including central government and defence sectors. Provision of management reporting to all corporate levels including board Undertake benchmarking study of Service Desk functions in comparison to other government departmentsManagement of service management software (Marval) developments, problem management investigations, software and data testing, software upgrades through change control processes including roll out of web based customer support solution Show less

  • Deputy IT Security Officer

    Apr 2004 - Jan 2008

  • Customer Development Team Leader

    Jan 2001 - Mar 2005
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  HM Revenue & Customs

  Mar 2008 - Mar 2009

  Asset Manager

  Consultant working with HM Revenue and Customers with asset management responsibility for the heavily customised version of EMC's eRooms product suite. Working with the business, supplier (Aspire) and external collaborators (in the public and private sectors) to identify enhancements to the product, raising change requests and participating in Change Advisory Boards.

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  Digital Health and Care Wales

  Feb 2010 - now

  Work with key business suppliers including third parties, to provide the support arrangements for a range of National Services across NHS Wales including Infrastructure, Clinical, Telecommunication, and Administration systemsUnderstand and analyse highly complex services from both the business and user perspective. Identify and implement Key Performance Indicators for all ITIL Service Management processes and recommend and implement solutions throughout NHS Wales to enhance delivery of IT services. Provide management reports to the organisations Senior Management Team, IT Service Management Boards and the overarching National Service Management Board as required. Participate in the Change Control process and be a permanent member of national Service Change Advisory BoardsDevelop the suite of national ITIL procedures in line with national ITIL Policies and Processes. Represent the organisation as a key member of Service Management and National Informatics groups.Own, develop and maintain the ITIL procedures which will be compliant with the National ITIL Policies and Processes. Identify the requirement for new ITIL Policies and Changes required to existing procedures to ensure the compliance with National governance.Undertake audits to ensure compliance with all Service Management Policies, and to ensure compliance with international standards including ISO 20000, ISO 27001, and ISO 9001Undertake root cause analysis (RCA) and Situation, Background, Assessment, and Recommendation (SBAR) reports, identifying corrective and preventative actions and opportunities for Continual Service Improvement Plans (CSIPs).Undertake full system based Risk Management reviews, identifying appropriate mitigations and action plans.Undertaken ISO 20000 (service management), ISO 9001 (quality management), internal audits, identify nonconformities, areas of good working practice, CAPA and OFIs Show less

  • Service Management Team Manager

    Mar 2019 - now

  • Service Management Lead

    Feb 2010 - Apr 2021
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  ItSMF UK

  Oct 2023 - now

  Board Member