Experience

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  Co-operative bank plc

  Jan 1979 - Jan 2000

  Managed 12 people working across 6 Head Office locations Implemented defined ITIL practices for Incident, Problem and Change Management Supported and coached each team member through the ITIL foundation examination, resulting in a 100% pass rate Responsible for budget planning, control and accounting Resource Management  Year2000 PC software testing, implementation and support Responsible for monitoring, measuring and reporting to agreed schedule against KPI and SLA targets for applications which supported critical Business services Show less

  • Team Leader PC & Network Support

    Jan 1998 - Jan 2000

  • Team Manager Storage Management & Shift Operations

    Jan 1996 - Jan 1998

  • Junior, Technical / Senior Analyst

    Jan 1986 - Jan 1996

  • Trainee - Senior Operator

    Jan 1981 - Jan 1986

  • Administration Clerk

    Jan 1979 - Jan 1981
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  Co-operative bank plc

  Jan 2001 - Jan 2003

  Principal operations analyst

   Prime responsibility for Incident Management for banking applications Worked closely with development teams ensuring that banking application requirements were clearly documented, understood, and adhered to Solution design, test and implement major projects to satisfy Business and Operational requirements with minimal impact on the Customer. Initiated intranet based catalogue system Developed a knowledge of Unix applications, and in-depth knowledge of CA7 workload scheduling package.  Built Bank Holiday schedules on CA-7 utilising various techniques to remove manual scheduling over these periods, thereby reducing margin for error Show less

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  Co-operative financial services

  Jan 2004 - Jan 2007

  Reporting to Mainframe Services ManagerManager of 19 Operations Analysts across 2 sites with responsibility to design, test and implement business and internal projects to time and within budgetPlanned, organised, overseen and monitored team activities to ensure optimal use of resources and to obtain best possible performance, both collectively and individuallyManaged 3rd party contracts, engaging with suppliers to deliver further value through improvement in application processing Show less Manager of 9 staff across 2 sites with responsibility to provide second level support to the 24x7 operations area through expert knowledge of systems, applications and products Develop and implement a clearly defined Incident and Problem Management process leading to significant improvement in response and fix times Corporate responsibility for a Climate Focus Group capturing and resolving the concerns of staff, leading to improved morale and a higher level of performance  Built and developed the team from scratch, and ensured the ITIL disciplines of Incident, Problem and Change were adopted.  Procurement of Application Management tools SmartProduction and FreezeFrame and imbedded into the Project LifeCycle Implemented an improvement plan utilizing the above software to reduce the overnight batch processing by 28 hours  Implemented automation improvements reducing the risk of human error and reducing overnight batch processing window by 2 hours Show less

  • Service Manager, Mainframe Project Delivery

    Jan 2005 - Jan 2007

  • Service Manager (Operational Support)

    Jan 2004 - Jan 2005
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  Co-operative banking group

  Sept 2007 - Sept 2013

  Reporting the the Head of Service OperationsDelivered the certification of the Banking Group Service Desk based on the SDI assessment from a zero rating (March 2011) to 4 star "Business Led' by January 2013.Merged 2 Service Desks into a single virtual desk, maintaining a great team culture at both sites. Accountable for the delivery of Service Desk services including Incident, Service Request, Project Migration into BAU and Knowledge Management for a customer base of 13,000. Managing 45 staff across 3 locations with an operations budget of £1.5 million Servicing of 16,000 incidents per month while migrating some of the largest project delivered by the banking group with no increase in call volume and reducing staffing levels.Defined strategic processes, policies, roles and responsibilities for the delivery of Interaction, Incident, Service Request and Knowledge management across the IT organisationInitiated harmonisation activity schedule that aligned a number of processes across the heritage organisations in preparation for the delivery of the new tool set culminating in the cultural service change for the IT department. Show less Reporting to the Head of Service DeliveryAccountable for the delivery and support for operational services to a 9,000 customer base. Timely processing of 14,000 multi-platform overnight batch processing jobs to ensure the delivery of key IT Services delivered on schedule for colleague and customer satisfaction with significant impact on business reputational damage and customer experience if failure to do so.Management of 26 staff across 2 locations with a total budget of £1.6 millionDriven significant cultural change that allows support team to understand the customer as well as the technologyDriven the department forward by improving established working practices, e.g Initiated a programme that improved Bank Holiday scheduling that increased operational stability, system availability and customer satisfaction. Implemented a programme that initiated overnight batch improvement times that provided enough scope for the introduction of the regulatory Faster Payments directiveSignificant increase in staff morale with the areas colleague engagement moving into the upper quartile across the organisation Show less

  • Service Delivery Manager (Service Desk Services)

    Oct 2010 - Sept 2013

  • Service Delivery Manager for 24x7 Operations and Production Support

    Sept 2007 - Oct 2010
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  The co-operative group

  Mar 2013 - Sept 2013

  Service delivery manager (service desk services)

  Reporting to the Head of Colleague Technology Services managing the Service Desk across the Co-operative Group for Banking, Insurance, Food, Pharmacy and Funeralcare Services.Servicing >100,000 colleagues with a headcount in excess of 100 staff providing a 24x7x365 Service Desk operation. Key accountability includes developing the Service Desk strategy based on knowledge of current performance and future developments so that the Desk is prepared for and can meet the current and future requirements of the business Show less

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  Kjgreatorex associates limited

  Aug 2013 - now

  Director

  Director of KJGreatorex Associates Limited providing consultancy, contracting, facilitation workshops, training and interim management solutions to the IT and Customer Services industry. Additionally is available for Industry speaking and event hosting.

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  Wipro consulting

  Dec 2013 - Apr 2014

  Manager

  Undertaking of 2 key roles • Programme Lead for Event Monitoring on the Novartis Account. Responsible for the account team to deliver a proof of concept that allowed the in-source of Event management processes from IBM to Novartis.• Service Design and Transition Manager designing and implementing the ITIL processes and support model to support processes across the global Novartis account as part of the in-sourcing strategy while mitigating risk to the services delivered.

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  Bridgewater community healthcare nhs trust (contract)

  Feb 2015 - Sept 2015

  Service delivery manager

  Deputy Chair (NHS / Wigan Council) 'Share to Care - SLA Working Group'. Agreeing the principles and processes for providing effective IT customer support to integrated teams. Providing a vision, defining responsibilities and operational strategy. Achievements:-* Customer Satisfaction Survey and Reporting * Designed, built and implemented a Sharepoint based IT Process Library and Service Catalogue* Established relationships with systems management provider, prepared business case and secured financial requirements that will allow development of Change, Problem and Asset processes. * Developed a social media strategy involving creation and control of IT Twitter account with associated social media policy and controls document* Amended established shift patterns to provide the right resources in the right place at the right time to enhance the customer experience*Reduction of IT costsDelivered a customer-focused approach and the delivery of high-quality products that respond to customer needs and to become the Service Desk of choiceContributed to the future business of Bridgewater through generating ideas for new or more efficient ways of working in response to customer requirements and self-generated insights.Developed Continual Service Improvement initiatives and cultural shift, removing insularity. Show less

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  United utilities

  Sept 2015 - Oct 2017

  Service Delivery Manager for Domestic Retail Operations. Developing the Service Transition role, overseeing the transition of projects into the Service Management area with specific focus on Service Desk Responsibility for the Customer Service and Supplier Management of applications used by Business Retail. Supporting the smooth transition of Business Retail into the new company 'Waterplus' ahead of the shadow operation for the de-regulation of water companies for businesses in England 2017.

  • Service Delivery Manager (Domestic Retail)

    Feb 2017 - Oct 2017

  • Service Transition Lead

    Aug 2016 - Jan 2017

  • Service Delivery Manager (Business Retail)

    Sept 2015 - Aug 2016
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  Post office ltd

  Aug 2018 - Dec 2018

  Service delivery manager

  Improving the delivery of Service Desk services to the Post Office.

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  Post office ltd

  Jul 2019 - Dec 2019

  Service desk transition manager

  Transitioning the Service Desk onshore from Manila. Working with some great people that helped to bring in transition ahead of schedule.

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  The guinness partnership

  Jun 2020 - Sept 2021

  Service desk manager