Joe Wright

Experience

• 

  West Hertfordshire Teaching Hospitals NHS Trust

  Oct 2010 - Apr 2014

  The West Hertfordshire Hospital IT Service Desk provided a single point of contact for users to receive help on IT related issues. It supported approximately 4,500 users and received circa 25,000 incidents per year. Its primary function was to facilitate the restoration of normal operational service with minimal business impact to the our users within agreed Service Level Agreements and business priorities.My responsibilities in this role included:- Manage the Service Desk Team: Coaching, supporting and developing a team of three Service Desk analysts, including recruitment, training and performance management.- Advance level 1st line support: Includes analysing, investigating and resolving IT incidents and service requests and/or referring to 2nd/3rd line support, based upon agreed SLAs.- Department Standards: Implement standards, policies and procedures on a department-wide basis to facilitate good business practice and innovation. All new service policies and procedures were aligned to the ITIL framework to encourage best practice within the IT Team.- Worked closely with the WHHT IT Project Management Team. I am fully conversant with Prince2 methodology and practice.- Change Management: Facilitate and administer the IT change management process in line within department guidelines and expectations.- Business Relationships: Build service relationships with users, including administrative, clinical, and executive staff. Liaise,foster and govern interaction with 3rd party companies/vendors.- Produce regular service reports for the Service Desk team as well as other support teams within the IT Department. Conduct regular customer service reviews to ensure adequate Continued Service Improvement. Show less

  • IT Service Desk Manager

    Sept 2012 - Apr 2014

  • Project Support Officer

    Feb 2012 - Sept 2012

  • Application Support Analyst

    Dec 2011 - Sept 2012

  • Senior Data Quality Officer

    Oct 2010 - Dec 2011
• 

  London Ambulance Service

  Apr 2014 - Oct 2018

  Whilst working as a Business Engagement Manager at the London Ambulance Service I carried out the following duties:- I was responsible for the following teams: Integrated Urgent Care, Clinical Audit and Research, Clinical Education and Training and The Medical Directorate.- Develop long-term strategic plans informed by the Trust and Directorate strategies and complex audits to support the achievement of objectives through the delivery of innovative technologies.- Build awareness of customer needs and requirements across the IT function.- Deliver innovation through the encouragement and growth of customer focused IT services and solutions.- Identify, screen, and evaluate new solution opportunities/enhancements to address customer needs.- Evaluate the applicability and usefulness of all IT initiatives against current and future needs, and drive business cases for new investments.- Support the creation, management, and reporting of IT services against agreed SLAs.- Own all relevant SLAs and OLAs in IT (service based SLAs and system based OLAs within areas of my responsibility).- Develop long-term relationships with customers by maintaining high customer and service standards of IT operations.- Minimise and address customer complaints by monitoring the customer satisfaction across IT Operations services andprojects.- Lead, manage, support, and deliver all defined change activities on behalf of IT; not least the communication to customers for my relevant Business areas.- Support the implementation of customer relations processes across IT function and work collaboratively with Service Managers.- Set the standards for customer communications in IT, and ensure the timely and appropriate responses to customer feedback.- Support the development of departmental policies and deliver best practice and innovation in Business Engagement and customer services. Show less The role of the Service Delivery team at the LAS is to support the achievement of a number of key components within the IT Strategy through the effective management of IT Service Delivery processes. As the IT Service Process Manager I was responsible for managing Service Delivery process and to promote best practice within the IT Department. Using practical application of ITIL processes, I introduced positive change within the IT department at the LAS. Staff were far more engaged with the Change process and their commitment to our customers to maintain excellent levels of service. Stakeholder management was a key role of the Service Delivery Team and I took pride in my ability to form excellent and rewarding relationships with those within the LAS as well as key suppliers. Within this role customer engagement was key in delivery of cultural change both within the IT team and the wider business.I was ultimately responsible for the delivery of the following key objectives:- Overseeing the change process, including chairing the Change Control Board.- Maintaining existing and creating new SLAs and OLAs between users and suppliers.- Supporting the IM&T Service Desk and acting as an escalation point to receive and manage customer complaints.- Manage the release of any new IM&T services into our live environment. Show less

  • IT Business Relationship Manager

    Feb 2016 - Oct 2018

  • IT Service Process Manager

    Apr 2014 - Jan 2016
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  Manchester City Council

  Oct 2018 - Apr 2020

  ICT Service Manager: Strategy and Planning
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  Department for Work and Pensions (DWP)

  Apr 2020 - now

  Lead Digital Engagement Manager