Stuart Hutchinson

Experience

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  EDS

  Jan 2000 - Jan 2005

  New Business Implementation Manager

  • New Business Implementation Manager responsible for scoping new business proposals, preparing appropriate cost and resource models, attending internal and client facing project meetings and the documentation, integration and training of all new service lines. • Service Level Reporting Team Leader responsible for day to day management, definition of scope and escalation of a team of administrative staff whose role consisted of the compilation and presentation of SLA and KPI performance reporting for the IT Service Desk to the IT Management.• Transitioned support of the government benefit mainframe estate from previous legacy support organisation supporting complex mainframe environments for the UK Benefits systems.• Attending or conducting project implementation or operational meetings as required. Hosting visiting parties and conducting presentations where necessary to the management and Service Desk staff. Recognised Subject Matter Expert regarding all clients, processes, or applications within the DWP organisation. Show less

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  Siemens Business Services

  Jan 2005 - Jan 2006

  Service Desk Manager

  • IT Service Desk Manager for the BBC supporting the diverse and complex internal IT infrastructure and broadcasting assets of the largest broadcasting corporation in the world.• Successfully lead the transition project from the previous legacy internal IT Service Desk from White City, London to the external BPO organisation in Durham.• Operational Management of IT Service Desk team management staff comprising 3 Team Managers and over fifty 1st, 2nd and 3rd Line Service Desk Analysts. Critical Incident Management support process implemented to support Broadcast Critical incidents.• Integration and ownership of all service desk processes and procedures, local work instructions and ensuring compliance with ITIL and ISO 9000, Health and Safety standards and business policies. Show less

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  Sitel

  Feb 2006 - Aug 2008

  EMEA Communications & Reporting Manager

  • Completion of all Service Level Reporting, KPI trending and Management Reports for the EMEA Region, comprising 55 international sites, to various high level audiences including the Global Business and IT Executive.• Created, trained and delivered a Global Root Cause Analysis process to all IT staff globally. This allowed identification, tracking and documentation of high value and recurrent issues to enable cost reductions across the IT infrastructure in line with ITIL best practise. • Implemented and then delivered the quarterly Global Customer Satisfaction Survey to the Sitel business stakeholders to allow customer feedback and assist in the IT Continuous Service Improvement Plan. • Responsible for Communications strategies and associated with service improvements to enhance service provided by both IT and the centralised EMEA Service Desk. Show less

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  Ioko

  Sept 2008 - Sept 2011

  Service Desk Manager

  • Operational Management of the internal and client facing Service Desk function, servicing high value clients in various industry sectors including Health and Media, overseeing the strategic direction of this critical business function.• Key escalation point for both internal and external client contacts as required. Oversaw a continuous improvement programme relating to processes and documentation to increase agility of staff to respond to customer issues and call peaks.• Administration and ongoing management of Service Desk toolsets such HP Openview and Cisco Call Manager software carrying out necessary tactical or strategic changes to fit the business need. Key Stakeholder and technical implementer in the replacement of the legacy HP Openview iSMI toolset with BMC Remedy. Show less

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  KIT digital, Inc

  Sept 2011 - Mar 2012

  EMEA Service Desk Manager

  Following Acquisition of ioko by Kit Digital Inc• Operational Management of the internal and client facing Service Desk function, servicing high value clients in various industry sectors including Health and Media.• Escalation point for both internal and external client contacts as required for the Service Desk. Oversaw a continuous improvement programme relating to processes and documentation to increase agility of staff to respond to customer issues and call peaks.• Administration and ongoing management of Service Desk toolsets and Call Management software carrying out necessary tactical or strategic changes. Key Stakeholding and technical implemention of the business' Service Management toolset. Show less

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  Spire Healthcare

  Mar 2012 - Jan 2013

  Continual Service Improvement Manager

  • Project Lead for the implementation of the LANDesk Service Desk Service Management system to enable tracking, auditing and management of Incident, Problem, Release and Change Management issues.• Responsibility for scoping, definition and sign-off of business requirements relating to the modular implementation of ITIL compliant Service Management processes within LANDesk Service Desk.• Accountability for the management of the LANDesk Support Team dealing with all project and BAU activities relating to the LANDesk Service Desk system.• Scoping, planning and successfully implementing key Service Management process modules within the LANDesk Service Desk toolset.• Creation, scheduling and management of Management Information reporting utilising SSRS and Crystal Reports. Show less

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  Newcastle upon Tyne Hospitals NHS Foundation Trust

  Feb 2013 - Aug 2013

  Service Desk Manager / Operational Deployment Manager

  Successfully identified and implemented several key Service Improvement activities for the IT Service Desk supporting the Newcastle Foundation Trust's Freeman, RVI and CAV hospitals. Following increased productivity and availability of the Service Desk was assigned to Operational Deployment Manager of the Xerox Optimisation project to complete deployment of Xerox devices throughout the Freeman Hospital and increase Service Readiness for the Trust's new Managed Print Solution.

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  HP Enterprise Services

  Aug 2013 - Nov 2019

  Technical Implementation Lead
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  Hewlett Packard Enterprise

  Nov 2015 - Nov 2019

  Enterprise Service Management Tooling Lead
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  NATO Communications and Information Agency (NCI Agency)

  Nov 2019 - now

  • Executive Officer

    May 2023 - now

  • Operational Process and Service Improvement Manager

    Nov 2019 - Apr 2023