Jonathan Griggs

Experience

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  Accenture

  Jan 2006 - Mar 2016

  Service Management Analyst

  • Managing the IT of the Thomas Cook Resort offices (GDM) - managing software, infrastructure and hardware• Proficiency on Remedy tool (incident, problem, change, CMDB), and SQL Server (report builder)• Active Directory and Exchange management• Vendor Management - 2 main suppliers - VeriFone and Red international - completing monthly service reviews and acting as main point of contact/escalation• Project Management - varying seasons of resort openings and project management of IT solutions • Working across various business areas, managing demanding expectations and different geographical locations required strong communication and influencing skills • Incident management – SLA and KPI reporting • IT IO management – maintaining and managing the IT Service Catalogue• Reporting Management – Production of Service Performance Reports, managing review meetings from both an Application Outsourcing and Infrastructure Outsourcing perspective Show less

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  Thomas Cook Group plc

  Apr 2016 - Jan 2020

  • Operationally looking after the Cloud Data Centre used within Thomas Cook - primarily Rackspace and AWS and any additional application vendors • Stakeholder management ensuring application and web site owners are aware of any releases/changes planned within the environment • Leading, motivating and developing a high performing vendor team • Leading the execution and management of suppliers and third parties (Rackspace, Wipro, HCL)• Analysis and delivery of large amounts of data with evidence to form meaningful conclusions, delivering operational improvement initiatives• Ensuring IT technology standards and best practices are maintained across the entire IT estate• Negotiation / conflict resolution and Risk management – mitigation to conclusion• Financial Management and cost savings initiatives - OPEX/CAPEX spend• Implementing AWS changeover – setting up accounts, IAM user management and day to day operational management of the accounts Show less • Project Management and Process Management • Managing cross-functional IT projects through delivery life-cycle - concept through to operational – acting as the gateway for projects to become operational and reviewing practices to strive towards continual improvement • Ensuring documented processes were in place for TC operations to accept transitioned service, agreeing road map prioritisation • Strong influencing and communication skills – working with stakeholders and customers to understand improvement opportunities working towards quality service Show less

  • Former Web Operations Manager - looking for new opportunities

    Apr 2018 - Jan 2020

  • Service introduction Analyst

    Apr 2016 - Apr 2018
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  Virgin Media

  Jan 2020 - Nov 2022

  Service Transition People and Process Manager
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  Johnson Matthey

  Nov 2022 - now

  IT Service Catalogue, Request and Introduction