Andy Hansford

Experience

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  Panacea ltd

  Aug 1988 - Aug 1998

  Technical Services Manager

  Head of Technical Services division: overall responsibility for technical implementation of ERP software on AIX, UNIX and Windows based systems including integration in to customers existing environments and their ongoing support.Technical Design Authority: Lead Integration Strategy for nominated customers. Generate technical documents to support bid responses (RFI, RFP, ITT). Knowledge sharing of latest industry trends internally and at customer seminars. Deliver solution updates and improvement opportunities / road-maps with customers and prospects to increase business and value to customers. Relationships: Develop and maintain open, honest peer relationships with Account Managers/Directors, customers, partners and colleagues. Commercial: Development and delivery of financial information based around supported client base, margin protection and forecast projections. Assurance that all technical solutions fitted within the customers’ requirements and the business capability to deliver. Joint development of Account Plans with Account Manager/Directors. Work within the bid process to ensure technical sign-off and peer validation procedures are followed with the post-sale consultants. Development of services offerings along with infrastructure sales and service delivery. Show less

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  BMC Software

  Jan 1998 - Jan 2003

  SNr PM / SNr Project Consultant
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  Motorola

  Jan 2006 - Jan 2009

  •Overall EMEA IT Service Assurance / Continual Service Improvement (CSI) & global Functional Enterprise Architecture (EA) responsibility for business sector landscape >100 applications (including: Enterprise Application Integration (EAI), Enterprise Service Bus (ESB), Operational Data Stores (ODS), Extraction Transformation and Load (ETL), Service Orientated Architecture (SOA), Business Process Modeling Notation (BPMN) and Business Process Execution Language (BPEL) Many Commercial Off the Shelf (COTS) applications:- Oracle ERP systems, Yantra. Data centres in UK, Germany, US and Asia. Produce architecture road-maps, principles policies, standards & guidelines , strategy.•Direct reports: system architect, data architect, PM's & SDMs•Institutionalised NFR (Non-Functional Requirements) and played a governance role to ensure compliance and continually improving performance, availability, mobility and security in projects•Member of Motorola AGB (Architecture Governance Board). Helped create the EA reference model•Implemented outsourcing of mission critical applications to Patni, Infosys, TCS and infrastructure to CSC (Contributing to global operational savings >$2b and maintaining satisfaction >98% )•Customer advocate on mobility projects such as conversion to VoIP (MPLS) & Cisco Unity, Microsoft Communicator Mobile•Systems owner on Hitachi and EMC SAN implementation / upgrade projects •Represented business requirements in RFI and SLA negotiations•Increased CoE capacity to work on value add projects by championing formalisation of SOPs (Standard Operating Procedures) and significantly improving compliance to SOX 404 •Reduced escalations and unnecessary approvals by >80% by implementing pre-agreed change models•Implemented compliance to SOX 404 and SIC (Standards of Internal Controls) (e.g. regular BIA (Business Impact Assessment) disaster recovery assessments, internal compliance audits, external SAS 70, separation of duties )•PMO Lead responsibilities Show less

  • Mobile Devices Global Service Level Management and Proactive Problem Management

    Jan 2009 - Jan 2009

  • IT Services Manager (EMEA) & Supply Chain Functional Enterprise Architect (Global)

    Jan 2003 - Jan 2009

  • Design Lead for global ITSM processes and tools based on ITIL, CMMI, Digital Six Sigma and Kotter

    Jan 2006 - Jan 2007
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  Motorola, Corporate Information Technology

  Jan 2008 - Jan 2008

  Global Applications Run Service Assurance, Service Level Management, Process

  •Teamed with peer global service assurance managers to kick-start the governance model driving compliance and continual improvement of global process•Design lead for SLM, Service Catalogue & SRM (Service Request Management) •Implemented first OLAs (Operational Level Agreements) between Run and Build •Championed unique and non-transferable CI identities in the CMDB enabling reconciliation of long standing maintenance and support contracts contributing to cost transformation (conservative estimate >$10m PA) Show less

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  BMC Software

  Jan 2010 - Mar 2011

  Senior ITSM Process Consultant (ITIL Expert) - under subcontract

  Senior Process Consultant to BMC Software - Logica Business Transformation Programme. Remedy ITSM 7.6.3 & Customization of SMPM.

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  Logica

  Jan 2010 - Mar 2011

  Senior ITSM / ITIL Process / Transformation / Education Consultant

  Senior ITSM / ITIL Process / Transformation / Education Consultant

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  ITSMD.COM LIMITED

  Jan 2011 - May 2014

  Director

  ITIL Expert, ITSM, IT Transformation Consulting.

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  Amdocs

  Apr 2011 - Jul 2012

  Senior ITSM / ITIL Process / Transformation / Education Consultant

  Senior ITSM / ITIL Process / Transformation / Education Consultant

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  Pink Elephant EMEA Ltd.

  Jun 2011 - May 2014

  Senior ITSM Process Consultant (ITIL Expert)

  ITIL Expert, ITSM, IT Transformation Consulting.

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  BMC Software

  Jul 2011 - May 2014

  Senior ITSM Process Consultant (ITIL Expert) - Partner

  ITIL Expert, ITSM, Remedy ITSM, IT Transformation Consulting part time basis for various BMC Software global clients.

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  Volvo IT

  Aug 2012 - Nov 2012

  Process Lead Consultant for Service Catalogue and Request Fulfilment

  Process Lead for Service Catalogue and Request Fulfilment. Requirements analysis, workshops and ITIL Expert process design, ITIL Expert consulting. Using BMC Remedy ITSM v.8.

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  Orange Israel

  Mar 2013 - May 2014

  Director ITSMD - SaaS project

  Best practice advice and assistance for the Servicenow.com (SaaS) transformation programme at Orange Mobile, Israel.

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  Telefónica UK

  Jul 2013 - May 2014

  ITSM Consultant

  Process Lead for SRM and Request Fulfilment. Requirements analysis, workshops and ITIL Expert process design, ITIL Expert consulting. Using BMC Remedy ITSM v.8. Design and development of SRDs.

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  Capgemini

  Jul 2013 - May 2014

  ITSM Consultant

  ITIL / ITSM Process Consultant to Capgemini (prime contractor) on the Telefonica o2 BE MORE_ REMARKABLE programme.

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  Novartis

  Nov 2013 - May 2014

  ITSM Consultant - Asset Management

  Working in conjunctions with Infosys (Prime Contractor) & BMC Software PS (Remedy ITSM 8.)

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  ServiceNow

  May 2014 - now

  Principal Customer Engagement Manager

  Primary project delivery responsibility, PS revenue and customer satisfaction ratings accountability for the following projects:-[Bank 4] - Largest ServiceNow Professional Services project to date. Initially implementing Orchestration for Private Cloud moving to replacing HP with SN IPCC with 20 integrations requiring 25 SN developers working concurrently for 6+ months. System designed to support 100k+ users.Since going live with ServiceNow 10 months ago, the Royal Bank of Scotland has onboarded 14,000 employees, reduced average incident raise time from 20 minutes to eight minutes, reduced the average time taken to make the change from 360 minutes to 84 minutes, and automated more than 50% of critical IT processes – saving 46,000 man hours a month.[Bank 3] - Large post-initial-project platform stabilisation and continual service improvement (complex releases involving over 30 technicians, jump from 5k to 10k users, 16k to 400k transactions pcm)[Bank 2] - Incident, Problem, Change, Configuration Management, Demand Management, ITGRC , Vendor Management[Manufacturing] - HP PPM replacement with ServiceNow[Bank 1] - HR application[Government] - SIAM project[Global Media] - On premises instance.[Manage Service Provider] - Supporting MSP's on-sourced requirements. Show less