Glenn Grice

Experience

• 

  Maritime and Coastguard Agency

  Apr 2016 - now

  This role served as the deputy to the 'Head of Service Desk.' When asked to step in as the Head of Service Desk, I routinely provided record results for the team and handled escalations.Led and managed geographically dispersed IT Service Management teams, prioritising upskilling, mentoring, and facilitating team members in obtaining ITIL 4 qualifications.Prioritised team upskilling, mentoring, and coached members to attain both ITIL 4 Foundation and Specialist qualifications. Provided ITIL 4 coaching to colleagues of varying levels, including Heads ofDepartments, demonstrating commitment to team development.Identified and established Key Performance Indicators (KPI's) for the team. Resulting in a 50% increase in productivity.Implemented SMART objectives, Face-to-Face reviews, and Agile methodologies like Kanban to motivate and develop the team.Stepped into managing a team reduced to 60% staffing levels, breaking down silos and developing the team to consistently achieve Exceeding status in quarterly reviews.Analytical proficiency in synthesizing complex data into actionable insights, utilising tools such as SWOT analysis, MoSCoW method, Power BI, and Ivanti (ITSM tool).Led changes in service strategy, design, and transition by actively implementing innovative measures in collaboration with InfoSec. Mostnotably, introduced previously restricted actions, including the incorporation of pictures, videos, and 3D models of IT layouts forRegional Sites.Led specialist teams both in-person and online, liaising with andsupporting key stakeholders of all levels throughout the United Kingdom. Ensuring a customer-centric approach, I make certain that IT services meet the needs and expectations of those seeking support.Rewarding my teams success and focusing on boosting morale and trust has been our key to keeping the team hungry. Show less Pioneered the establishment of an Internal Tech Bar to train new members of the IT Support team in processing incidents, servicerequests, and problems. Achieved a remarkable 75% reduction in incident and request queues through strategic coaching and mentorship.Identified and implemented improvements to Problem Management, including implementing a specific Problem board for an EmergencyServices (Blue Light) network.I have chaired countless Problem Boards and taught others how to feel comfortable doing so themselves.As an Ivanti Administrator I have created and implemented new templates for Request Fulfillment.Served as a go-to representative for key reporting statistics, using Power BI and Ivanti for data mining to drive Continual Service Improvement's.Centralised the IT Operations Knowledge base. Show less Authored hundreds of Request to Purchase forms and crafted detailed briefs, including those with a value exceeding £1,000,000.Demonstrated precision in procurement documentation and adeptness in managing diverse financial scopes.Prioritised cost-saving initiatives, successfully contributing to significant savings of hundreds of thousands of pounds for the agency. Proficiently managed budgets to ensure optimal financial efficiency.I Established and maintained vendor relationships, negotiating best prices without compromising quality. Show less

  • Senior Regional IT Service Manager

    Apr 2022 - now

  • Regional IT Service Manager

    May 2020 - Apr 2022

  • IT Applications Engineer

    Apr 2020 - May 2020

  • IT Procurement Officer

    Dec 2018 - Apr 2020

  • IT Service Desk Coordinator

    Sept 2017 - Dec 2018

  • IT Service Desk Analyst

    Apr 2016 - Sept 2017