Sean Hanson MBCS CITP ITIL V4 MP Cmgr

Experience

• 

  British Army

  Sept 1982 - Dec 1988

  Telecoms/Telegraph operator

  Bomb Disposal and EWF counter measures

• 

  Fujitsu (ICL)

  Jan 1989 - Jan 1990

  Service Desk Supervisor

  Manage the Service Desk Team to ensure incident management and service availability adhered to SLA's OLA'a and Customers were all happy!

• 

  Sky

  Jan 1990 - Aug 1991

  Mainframe Shift Leader

  Managing a team of 10 operators and batch processing, print shop and tape rooms. Working in the largest Computer suite in Europe at the time. IBM jes, etc..

• 

  Next Group PLC

  Aug 1991 - Dec 1998

  Project Management lifecycle of new warehouse sites and I.T Installations, Computer rooms build upwards, all data and voice systems and epos systems. Warehouse systems project management, including green field sites, delivery resilient installations including computer room builds, LAN and WAN infrastructures, server and desktop whilst incorporating the business and ITCM and SLM goals. Project Engineer SME, delivering business requirements to support EPOS growth into europe

  • Senior Project Manager/Engineer

    Sept 1996 - Dec 1998

  • Senior Network Engineer

    Aug 1993 - Sept 1996

  • Senior Network Technician

    Aug 1991 - Aug 1993
• 

  DB Schenker Rail (UK) Ltd (EWS)

  Dec 1998 - Oct 1999

  Project management replacing IBM SNA Controllers with Microsoft SAA Gateway Project management replacing NetWare connect with MS SAATransitions Management

  • SNA Consultant English

    Jun 1999 - Oct 1999

  • LAN Services Consultant English

    Dec 1998 - Jun 1999
• 

  Acura Limited

  Oct 1999 - Dec 2000

  I.T. Consultant

  Service Design Authority, Solutions Architecture of high availability infrastructures to support commercial web sites

• 

  Environment Agency

  Jan 2000 - Jun 2010

  This was a Service Design & (CSI) continuing service improvements and service delivery manager role. Achievements included power reduction usage, faster server recovery processes, Continuity Plans and tests, multiple process enhancements to name a few. I also effectively managed multiple projects to ensure that they are delivered on time, within budget and to the Clients satisfaction. Communicating complex technical concepts to clients and writing up service delivery reports. utilizing ITIL CSI Techniques and the Deming cycle. Managed, developed and motivated my team through implementing ITIL and MCSE/VCP/DBA certification to provide outstanding levels of service and a centre of excellence, team of 14 Architects and Engineers (12,500 users, 120 sites UK wide). CSF's, KPI's, SLA;s etc.. Show less

  • Server Desktop Project & Delivery Manager

    Jan 2008 - Jun 2010

  • Deputy Infrastructure Manager (Pro-Active)

    Aug 2004 - Jan 2008

  • Projects/Transition Team Manager

    Aug 2003 - Aug 2004

  • 3rd Line Service Delivery Team Leader (Technical Team Manager)

    Jan 2000 - Aug 2003
• 

  Capgemini

  Jun 2010 - Jan 2014

  £350m out-sourcing project, responsible for the End User Project SME (server and desktop infrastructure migration). This included the (involvement in the entire project life-cycle) development, testing, piloting, release and implementation (service design and service transition) of an infrastructure refresh program. Delivered improvements to the entire IT infrastructure, WAN, LAN, software and procedures. Improved reliability and scalability and delivered a “green” centrally hosted solution utilizing thin client and visualization technologies. W2K3 & Novell to W2K8 R2, XP to W7, Application packaging, Migration Program 12,500 users, 120 sites UK wide. In depth Service Transistion and change management activities to ensure smooth deployments into BAU. Show less Responsible for the delivery of the 1000+ server infrastructure and OS, I also Managed a team of 14 3rd line Engineers throughout England and Wales to provide this service and support the service desk and 5 regional teams of field engineers. Managing resources to meet daily delivery schedules, Managing staff induction, training, and performance reviews. Building strong, lasting client relationships with clients, achieving CSF's, utilizing KPI's to deliver business value as per the Service Level Agreement. Show less

  • Project Infrastructure Delivery Consultant - SME

    Sept 2010 - Jan 2014

  • Server Infrastructure Service Delivery Manager

    Jun 2010 - Sept 2010
• 

  Business Printer Sales Ltd

  Jan 2014 - Nov 2014

  I.T Service Delivery Manager

  Main responsibilities providing a service design and service transition authority to create guidelines, plans, processes and documentation to fulfill the successful deployment and project management of printing solutions throughout the entire project life cycle, including project initiation/proposals, project delivery, business liaison / stakeholder management, post implementation review and project close out / handover.

• 

  Completed ITIL Expert

  Jan 2015 - Oct 2015

  ITIL Expert

  Qualified ITIL Expert

• 

  NTT Security

  Oct 2015 - Dec 2016

  Manage incidents and relationships at a variety of levels both within NTT Com Security Perform regular service reviews and reporting to review incidents, scorecard performance, end of life issues and any new innovative changes to either the existing service or new technologiesBe responsible for the quality of the services delivered to the customer with a security operations team. Continually strive to achieve efficiency gains in delivering the servicesRepresent NTT Com Security when communicating with the CustomerRepresent the best interests of the Customer when identifying new NTT Com Security servicesProvide proactive advice and guidance to customers resulting in improved service managementExperience of working with strategic customers (FTSE 100)IT experience in the service delivery & management areasQualified to ITIL Expert, Prince 2 PractitionerDelivering, Security Services on infrastructures including, HP, Middleware, UNIX, Datacentre, CyberArk, Qualys, Tripwire, Sailpoint, Websense, Arbor DDOS, Firewall, Safenet, SAAS, Skybox, Checkpoint, Bluecoat, Globalscape, Cisco Ironport, IBM ISS, EPOS, Tills, SCO's, Application OS and Patching Testing, Strategy and Design Packages to blue chip clients. Show less Manage incidents and relationships at a variety of levels both within NTT Com Security and within client organisations and partners, managing up to £1m plus contractsPerform regular service reviews and reporting to review incidents, scorecard performance, end of life issues and any new innovative changes to either the existing service or new technologiesBe responsible for the quality of the services delivered to the CustomerContinually strive to achieve efficiency gains in delivering the servicesRepresent NTT Com Security when communicating with the CustomerRepresent the best interests of the Customer when identifying new NTT Com Security servicesProvide proactive advice and guidance to customers resulting in improved service management Show less

  • Senior Service Delivery Manager

    Dec 2015 - Dec 2016

  • Service Delivery Manager

    Oct 2015 - Dec 2015
• 

  Trustmarque (Part of Capita plc)

  Mar 2017 - Jan 2019

  Service Delivery Manager

  Managed service provider to many clients, providing full managed service including, service desk, infrastructure, networks, DB and application delivery. Incident, Problem, Change processes. Project and programme management. Weekly, Monthly, Quarterly, Yearly service reviews. Managing performance and capacity planning, road maps and pro-active partnerships and relationships.

• 

  Capita Technology Solutions

  Jan 2019 - Jan 2025

  Information Technology Service Delivery Manager

  In IT Service Management, I plan, implement, and optimise IT services, ensuring they meet customer and organisational goals. I lead service delivery, manage incidents, problems, change, and capacity planning, and oversee performance and continuous improvement. My role includes stakeholder and 3rd party management, P&L responsibility, and involvement in bids, sales, and service design, prioritising customer outcomes and smooth transitions. I have good business acumen and understand the need to be able to underpin the organisations missions and goalsand ensure we contribute to efficiencies or additional profit. Show less

• 

  SBS

  Jan 2025 - now

  Senior Service Manager

  IT Senior Service Manager, leading production teams to achieve service excellence. Committed to aligning with the organization's mission and strategy, ensuring the Golden Thread is maintained, and maximizing customer outcomes. Focused on driving efficiencies and continuous improvements while empowering and inspiring the team.