Terry Haines

Experience

• 

  Southampton City Council

  Jan 1999 - Jan 2006

  ✅ Key system administrator for a number of important IT applications for Southampton City Council providing key support, training and maintenance to several hundred users.✅ Use of project management skills conducting and leading IT development projects, scoping and delivering business requirements to enhance the usage of the IT Solutions. ✅ Positive results gained through improving service efficiency and improved confidence of users in IT, with important stakeholder trust achieved and important business contacts assembled. ✅ Also responsible for monitoring, delegating and resolution of internal IT support calls to ensure optimum customer satisfaction. Show less

  • ICT Systems Analyst

    Jan 2001 - Jan 2006

  • IT Support Officer

    Jan 1999 - Jan 2001
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  IDOX plc

  Jul 2006 - Jan 2015

  Responsible for scoping the business requirements and developing technical solutions to guide and achieve the modernisation of customer IT experiences. ✅ Capturing insight and translating into the right and relevant direction for key product sets.✅ Developing the implementation approach and managing the impact on all business areas, forming the successful strategic direction (primarily leading Environmental Health and Trading Standards aspects). ✅ Ensuring a driving force behind all aspects of the project from business analysis, build, verification to plan and risk management. ✅ Successful delivery of projects of all sizes, applying vital input within all stages of the project lifecycle. Show less ✅ Strong and engaging delivery of professional IT business consultancy to Consumer Protection related customers and lead training sessions to improve working processes. ✅ Involved in deploying direction to key service areas in many local government sites with provision of business process reviews, requirements gathering and scoping, business analysis and system auditing, calling on business expertise to improve usage.✅ Maintenance and designing of training course material - with the undertaking of training needs analysis exercises to ensure all levels of change and demand are met for the customer, improving business use and confidence. Show less

  • Business/Product Analyst

    Aug 2008 - Jan 2015

  • Applications Consultant

    Jul 2006 - Aug 2008
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  Ordnance Survey

  Jan 2015 - Jan 2017

  Product Manager

  Product Manager with the responsibility of owning a large number of products covering a diverse range of audiences. During this role, I was successful in the delivery and production of mapping products of a contextual nature, maintaining profitability and building strong relationships inside and outside the business. ✅ Visible, approachable and respected channel between customer, commercial and development.✅ Leading key project stand ups, representing the voice of the customer and validating requirements with technical staff to guide product development direction. ✅ Leading and owning product changes, fixes and marketing activities throughout the project lifecycle whilst networking across the business (development, commercial, financial and marketing).✅ Enthusiastic with stakeholders, internal teams and customers alike provided positive commercial outcomes to shape the right propositions whilst immersing myself within the customer market. ✅ Restless and driven attitude, not afraid to fail with a determination and commitment to all products that continued to ensure customer satisfaction and company profitability. ✅ Always putting customer demand at the heart of the project. Working enthusiastically with stakeholders and customers to get the product that both company and user deserved. Leading stand ups, instigating progress throughout the project lifecycle representing the voice of the customer. Show less

• 

  Maru/Matchbox UK

  Feb 2017 - Dec 2019

  Operations Manager - Service Desk and Project Support

  Service Desk and Project Management Operations Manager unlocking improved ways of working in adherence to ITIL standards in a B2B fomat (across UK and overseas end users). Whilst leading people, enhancing process and technology services - this increased motivation and encouraged team contribution to the next level.🌐 SERVICE DESK MANAGER:Led the IT Help Desk team, mentioning, motivating and challenging a team to work in a complex and fast-paced Service Desk environment consisting of global-facing customers and high volumes of product-support traffic. ✔ RESULTS: ✅ Improved team morale, tightened support processes.✅ Cross-Team connections and morale improvement resulting in slashed ticket queue!🌐 PROJECT MANAGEMENT;Leading the implementing of project management techniques and tools to offer greater consistency, closer customer interaction and of course, higher quality results with some impressive high-profile customers. ✔ RESULTS: ✅ Set-up and implementation of departmental PMO, bringing consistency to process tools and project execution.✅ Leading, supporting and teaching other project managers with consistency achieved. Show less

• 

  Maritime and Coastguard Agency

  Jan 2020 - now

  Head of IT Service Operations (Internal Promotion – February 2022 to Present)Leading IT Operations in a national emergency services environment, ensuring the resilience, efficiency, and evolution of critical services.✅ Strategic Leadership – Overseeing 24x7 IT Service Desk, Infrastructure, Applications, Service Management, Change, Configuration, and Service Transition in a high-stakes emergency services setting.✅ Coaching of IT operations management team and staff by living and breathing the values of the Agency, instilling trust and belief from the top down. ✅ Delivering exceptional operational activities, with cross-team collaboration removing siloed working and strengthening vendor and partner relationships. ✅ Risk management techniques retain resilience of services with a constant desire to root out, explore and conduct continual improvement.✅ Leading the Service Operations sourcing strategy and providing oversight and improvements for vendor and partner relationship management.✔ RESULTS:✅ Building and retaining a strong customer satisfaction rate (90%+) and trusted reputation for IT as a whole.✅ Designed and implementation of Target Operating Model, unlocking a One-Team mindset with People, Process and toolset objectives driving improved customer experience.✅ Designing of key Service Operations ITIL Processes, including IT Major Incident process, living a continual improvement mindset throughout all that is done to protect customers and restore service in style.✅ Outsourcing the night shift component of the Service Desk, unlocking improved ways of working and increasing staff morale.✅Building of IT Service Management team to drive value-add outputs from suppliers of critical systems. Show less Led the 24x7 IT Service Desk at the Maritime & Coastguard Agency shaping the technical operations support function to create the desired support outputs for internal user base. Built and integrated a full team to facilitate 24x7 IT support (during the challenges presented by the Covid pandemic). Designed and embedded mature ITIL processes resulting in the enhancing of the IT service management capability to accompany the Target Operating Model of top-class customer service. ✔ RESULTS:✅ Designed and implemented key processes for Incident Management, Service Request Management, Problem Management and more.✅ Key metrics and KPIs devised, built and utilised for both clear and transparent service management performance monitoring as well as improvement opportunity insight.✅ Branded Service Desk that represents the face of the whole IT department.✅ High quality results for our customers, proven via survey results and feedback.✅ Leading the way for our focussed team to ensure we perform at the highest standards expected in an environment that makes a real difference for the UK public.✅ Seconded promotion as Head of IT Service Operations as of January 2022 to continue leadership on a wider remit and instil the required energy and dedication for a cause that matters. Show less

  • Head of IT Service Operations

    Aug 2022 - now

  • Head of Service Desk

    Jan 2020 - Aug 2022