John. Halford

Experience

• 

  Capgemini

  Jun 2002 - Jun 2007

  Service Delivery ManagerCorus Wide Third Party ManagerResponsible for managing the delivery of the services to agreed service levels, (inc. negotiating/agreeing each of the SLA’s), as set out in the Service Level Agreement between all Corus wide Third Parties; currently LYNX Technology (Hardware Support) and Hewlett Packard (Managed Print Services). To supply efficient, effective and secure managed print services and hardware support in the UK&I, in such a way that they continually meet the requirements of the IT Demand organisation as regards functionality and service levels against the lowest possible costs.Service Delivery ManagerSUN Microsystems Key ResponsibilitiesResponsible for managing the delivery of the services to agreed service levels as set out in the Service Level Agreement for technical 1st line resolution services provided from Krakow to SUN Microsystems; service includes s/w & h/w support for various SUN solutions, ie. small and mid-range Enterprise servers, various storage solutions (disc arrays, tape drives and libraries), Solaris operating system inc. networking.Service Delivery ManagerCorus Distribution & Building Systems HubCorus Ashorne Hill HubResponsible for managing the delivery of the services & additional projects to agreed service levels as set out in the Service Level Agreement for SIM services provided to Corus Distribution & Building Systems and Ashorne Hill Hubs; circ. 50+ client sites. Responsible for establishing and maintaining effective communications with the Client’s Infrastructure Management, Midlands Solution Centre Management, Central services Management and Data Centres Management. Show less

  • SDM

    Feb 2005 - Jun 2007

  • Knowledge Solution Manager

    Jun 2002 - Feb 2005
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  Accenture Services

  Jan 2007 - now

  Service Delivery Manager

  Key Responsibilities•Edit Make/propose improvements to work products, services or processes; ie. Automation, Standardisation of processes, Industrialisation. •Establish or expand relationships with key individuals to enable the success of the IO & the DC in delivery and growth. •Increase client/customer or user satisfaction; ensure all appropriate services have regular client satisfaction reviews performed to measure client satisfaction. Monitor and measure client satisfaction scores to ensure understanding of any issues impacting client satisfaction and take appropriate action to improve client satisfaction which should be reflected the score. Produce action plans to improve client satisfaction scores for poor performing services.•Expand use of Accenture's services and resources and support growth of all outsourcing business; not just IO.•Create re-usable solutions, processes or work products; and maximise quality in delivery utilising best practice. Ensure performance is accurately reported in the monthly KPI report. •Contribute to knowledge capital, new solutions or services and ensure buy in for any initiatives or proposed changes within Service Delivery.•Ensure Innovation is supported and driven forward by Service Delivery and that the DC contributes actively to the innovation grapevine. •Demonstrate key actions that have improved the quality of service delivered through sustained availability and reduced incidents. •Reduce and/or minimize costs Cost to Serve; ie. reduce costs by:i. Ensuring all L1/L2 work is delivered from most cost efficient location.ii. Achieve 70% to 30% offshore to onshore run service delivery ratio.iii. Automating using Run Book Automation wherever possible. iv. Reduce incidents and reoccurring problems •Review product cost for the service and where possible reduce the unit cost of each product.•Meet budget. Show less

• 

  Accenture Technology Solutions

  Jan 2007 - now

  The single point of internal management and escalation for all CHP Infrastructure Outsourcing clients/services as well as SDM for BPO Common Tools clients/services. The role is primarily inwards facing (managing supply), utilising the IT teams to interact to the customer (managing demand).Co-ordinate the delivery of services from the associated technical and service control teams, ensuring a cohesive, high quality service is delivered to the end client. Utilising standard and agreed reporting and metrics, such as MIRs, KPIs and Capacity Management.Deliver creative approaches to the delivery of both day to day service and projects, with cost down and service up as the critical success measures. The role is domain agnostic but appropriate technical knowledge must be maintained to ensure the SDM delivers value add to technical diagnosis and project planning; ie. CHP platform hosts Windows & UNIX both physical/virtual (ie. ESX), Network and associated devices (Cisco/Juniper), Storage/Flier devices (NetApp/EMC) and Monitoring tools(BEM/PEM/TMART). The SDM is responsible for ensuring that the SLA / OLA is met or exceeded and that the required service reports are produced and are suitable to present to the client – this includes (but is not confined to) MIRs (Major Incident Reports), Service Performance Reports and Capacity Management Reports to demonstrably reduce cost and improve service levels. Show less

  • SDM

    May 2007 - now

  • Service Delivery Manager

    Jan 2007 - now