Sean Auckland

Experience

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  Cognizant Technology Solutions

  May 2007 - Sept 2007

  Data Architect
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  Sharp Marketing Ltd.

  Nov 2007 - Apr 2008

  Website Designer
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  RIPL Trading Ltd.

  Nov 2007 - Apr 2008

  Website Designer
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  Microsoft

  Apr 2008 - Sept 2008

  Internship

  • Part of a company project at Lancaster University which allowed me to interact with a Microsoft partners throughout UK and America, in order to understand the complexities of the partner network and the varied views of Microsoft partners.• Triangulate the varied views of the several stakeholders involved in the partner network to understand the root cause of partner dissatisfaction and provide recommendations to Microsoft and develop a framework that Microsoft can use to identify key partners.• Develop strategies to be used when interacting with partners so as to ensure long term success of the partnership, maintain partner loyalty and constantly reward partner contributions. Show less

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  IL Security Shutters Ltd.

  Aug 2008 - Sept 2008

  Website Designer
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  DMC Healthcare

  Nov 2008 - Jun 2009

  Facilities and Marketing Manger

  • Developed website for group using CSS and Adobe CS4 (Illustrator, Dreamweaver and Fireworks).• Supported other IT functions of the business such as the intranet development, using PHP.• Designing marketing material, researching opportunities in the healthcare industry and drawing up policies to market the services offered by the company and advertise the same.• Asset Manager for all DMC Healthcare sites across South East England.

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  Cable & Wireless Communications

  Jun 2009 - Sept 2012

  • Overall responsibility for group operational reporting system and BI solutions, strategy and delivery, distributed across several global locations, and supporting Business Intelligence and operation reporting requirements for over a thousand users. • Managing an international design and delivery team and setting up an onshore - offshore delivery framework.• Ensure that all milestones are achieved within the agreed timeframes and leading the team through the full development lifecycle, from recruitment, design, development, QA, system and unit testing, user training, documentation and change management.• Delivery of an enterprise wide data warehousing and self-service BI solution (SAP Business Intelligence 4.0). • Streamline deployments through use of automated tools.• Led project to virtualize BI environment for business to reduce costs and improve operational efficiency.• BI budget management.• Steer Business Intelligence debate across the group, define BI roadmap, BI Governance. • Interaction with key stakeholders (including up to CxO level) to gain executive support for BI initiatives.• Identifying change opportunities and planning all changes through stakeholder engagement, analysis and participation.• To work with compliance to ensure that systems produce regulatory tracking data and operational audits.• Reduce impact of change on businesses, while increasing operational efficiency.• Operations risk management and ensure that backup plans, disaster recovery processes are in place and ensure that they are periodically evaluated to bring up-to-date.• Ensure adherence to industry best practices and standards• Third party vendor negotiation and relationship management. • Mentor analysts and graduates to develop individual talent and capability.• Actively promote the use of open source technology.• Identify gaps in skill and encourage a learning culture across the team to increase expertise and effectively contribute towards roadmap objectives. Show less

  • Head of Business Intelligence

    Aug 2011 - Sept 2012

  • Insight Development Team Leader

    Jun 2010 - Aug 2011

  • Insight Analyst

    Jun 2009 - Jun 2010
• 

  Vodafone

  Sept 2012 - now

  Problem Management:• Develop and implement comprehensive problem management strategies to proactively identify and mitigate critical service issues.• Drive continuous improvement initiatives to enhance system reliability and reduce the occurrence of incidents.• Partner with executive leadership to align problem management efforts with organizational goals and risk management frameworks.Service Readiness:• Lead strategic planning for service readiness to ensure seamless integration of new services into the operational environment.• Develop and enforce service readiness frameworks that ensure thorough preparation, training, and support prior to service launches.• Coordinate with senior stakeholders to ensure alignment of service readiness activities with business objectives and timelines.Configuration Management:• Oversee the strategic development and maintenance of the configuration management system to support enterprise-level asset tracking and compliance.• Implement policies and governance structures that ensure the integrity and accuracy of configuration data.• Lead initiatives to enhance the configuration management process, driving efficiency and alignment with organizational standards. Show less • Centralizing operations readiness and design teams to ensure close engagement with demand and projects, ensuring services delivered not just fit for usability but also for interoperability.• Creating and management of single IT Operations Demand model for Operations engagement for on and off plan demand.• Digitization of operations design underpinned by readiness design documentation, non-functional requirement specifications and delivery guidelines to meet operations standards in areas such as cloud and monitoring.• Leveraging of SPLUNK, AppDynamics, OEM to deliver operational analytics capability improving visibility from a monitoring perspective of operations estate and also delivering capabilities to improve incident triage, business confidence and resolution times.• Centralization of automation capabilities and framework build focusing on delivering capabilities and solutions for operational area automation, generating efficiencies with teams and value add.• Accountable for operational transformation, reporting and simplification of processes and work practices be that via introduction of latest generation collaboration and reporting tools through to more complex re-structural initiatives.• Management of process adherence and weekly operations reporting and analytics around incident, problem, change management.• Defining strategic telemetry and event management road-map.• Defining strategy and transformational alignment of UK Operations Road-map with wider Vodafone Group principles and process governance structure. Show less • Accountable for 24x7 operations across services and applications for Consumer based Customer Relationship Management, Retail, Digital, Interaction (IVR), Order Management, Integration, Logistics, Payment, Inventory, Identity Management, Shared Services. • Leading a team of direct and indirect reports and management of around 90+ suppliers / partners (L1 / L2/ L3 / L4) across the portfolio.• Manage OPEX budget for domain seeking out efficiency gains and ensuring spend within forecast and projects / programmes align to supplier strategy and investment model.• Accountable for teams adhering to incident, problem, change and event management processes meeting / exceeding SLA’s and KPIs.• Focus on continuous process improvement and user satisfaction by increasing IT’s value through innovation and emerging technologies and assist with defining, managing and implementing the strategic roadmap. • Establish and streamline monitoring capabilities for the domain seeking investments to improve and embedding use of capabilities to reduce TTR, TBIM and increase MTBF using effective ITIL processes. • Review contracts, pricing & commercial models against business requirements, close out any gaps with improvements delivering mutual gain to Vodafone and it’s partners.• Management of Major Incidents and war rooms ensuring the restoration SLAs met and subsequently root cause identification and eradication targets met via problem management.• Working closely with demand, delivery and architecture teams to review and final authority sign off key programmes and initiatives prior to deployment to production from an operational perspective ensuring readiness criteria met and solutions not just fit for purpose but fit for use too.• Ensuring effective measures in place from a compliance perspective (system appropriateness reviews, SOX controls, rapid risk reduction, etc.).• Represent IT Operations in various governance and management forums across Vodafone including CxO level. Show less Accountable for VF UK IT Internal operations for:OSS ( Inventory, Network Plan & Build, Network Coverage, Network and Service Assurance, Service Management, Network Probing and Performance, Network / Customer Experience and Analytics)Business Intelligence Shared Services Service Enablers• Establish effective domain governance/performance reporting and assure domain benefits are obtained. Manage domain suppliers to operational SLAs/OLAs. Accountable for the live operational performance of the Internal Services application portfolio• Owns the relationship between Vodafone UK strategic partners, responsible for day to day service management of the IT stack• Establish a robust contracts & commercial capability through UK Vendor management and Supply Chain. Develop, influence, maintain and improve the capability within the domain and wider Technology organisation. Work with Service managers to ensure service and customer journeys have appropriate SLAs/KPIs/OLAs.• Provide commercial support across relevant Technology programmes/domains as required assuring commercial benefits are realized for operations and support necessary development activities.• Define, and manage, engagement processes, risk management and centralised reporting on behalf of internal services domain. • Accountable for the relationship between Vodafone IT support team, domain partners and the wider internal/external stakeholders. Show less • Taking the organisations Service Management and Business Strategy as an input and establishing a framework of standards, guidance, processes and procedures for Billing and CRM Service Operations.• Supplier management of a multi-tier supplier model spread across global locations.• Establishing and driving team and service provider performance to meet end-to-end SLAs, building a culture of service excellence and continuous improvement shared by all.• Ensure the People, Processes and Tools are in place to meet the needs of the business.• Manage Shift Operations to form a seamless round the clock support model and enhanced support models for peak demand periods.• Develop Incident Management Capabilities to cater for incident s from single customer impact, up to Major Operational Impacting events / incidents.• Sponsor Problem management activities relating to Service Failures and issues.• Develop and enhance Event Management & monitoring capabilities to deliver operational visibility and management of key Billing and CRM Services.• Working closely with stakeholders throughout the business and service management, being responsible for designing and implementing processes to ensure SLA's are met. • Leading, managing, motivating and developing direct reports to ensure growth, development and departmental objectives are met.• Managing the budget for assigned area of responsibility.• Work with Service Delivery and Project teams to identify and exploit improvement opportunities, including identify, plan and execute process steps or services to be introduced / retired to ensure a seamless transition to operations.• Implement ITIL best practices in processes as required.• Ensuring application / team conformity to ITSM / ICM / SOX / PCI guidelines.• Interaction with key stakeholders (including up to CxO level) to gain executive support for service improvement initiatives.• Third party vendor negotiation and relationship management. Show less • Manage Business relationships to ensure that the service provider can meet customer requirements.• Participating in negotiating SLAs and OLAs relating to service and be able to influence external partner organisation, to ensure services are delivered against SLA’s, and represents the Service customers. • Assure the day to day delivery of services through external partnerships, including design for operability.• Ensuring that the ongoing service delivery and support meet agreed customer requirements.• Assisting in defining service models and in assessing the impact of new services or changes to existing services through the service portfolio management process.• Identifying opportunities for service improvements, discussing these with the customer and suppliers, raising RFCs as appropriate, driving suppliers to improve operational performance as part of continuous improvement plans• Actively engage in managing the Business Intelligence business relationships.• Challenge and improve existing implementation and service management methods (ITIL based).• Lead operational knowledge improvement by demonstrating to others self-awareness and continual personal development.• Develop ITIL best practises for IT Service Operational Management. Show less Act as the Operations Lead for the Business Intelligence domain, ensuring operational stability for all domain systems. Working with the domain partner, infrastructure partners, ITIL teams (in Service Operations function), the IT Performance team and the domain leads to:* Drive the domain partner to deliver higher and more consistent service levels through continuous improvements leading to a higher quality of service for Vodafone UK by focussing both performance and process* Lead service reviews with the domain partners* Represent the domain within Operational Review Meetings* Become embedded in the operational governance for the domain, including change management, incident management and problem management.* Accountable person for the quality of the domain operations environment and the delivery of its associated KPI* Where necessary, bring key knowledge, drive and understanding into the War Room to minimise the impact to the customers through faster resolution of service* Drive domain improvement activities* Be recognised as operational stakeholder within the domain for all key programmes including capacity and uplift* Actively engage in managing the relationship with our internal partners* Champion industry best practice within operation team* Ability to lead virtual and Partner based teams to deliver operational excellence via strong leadership and co-ordination management* Advise Heads of Department, Heads of Domain, authorities and specialists on operations* Ensure suppliers adhere to applicable Vodafone procedures and standards* Ensure suppliers update and maintain capacity plans, pro-active health checks, maintenance activities and Root Cause Analysis and provide permanent fixes * Drive suppliers to improve operational performance as part of continuous improvements* Managing external partner relationships with an understanding of the financial constructs that exist between all parties.* Ensure PCI/SOX compliance for all relevant processes Show less

  • Operations Design & Reliability Senior Manager (Digital & IT Service Management)

    Oct 2021 - now

  • Senior IT Operations Manager (Design & Transformation)

    Aug 2019 - Oct 2021

  • Senior IT Operations Manager (Consumer CRM, Channels & Integration Operations)

    Feb 2017 - Aug 2019

  • Senior IT Operations Manager (Internal Services)

    Dec 2015 - Feb 2017

  • CRM and Billing Operations Manager

    Dec 2014 - Dec 2015

  • Business Intelligence Service Manager

    Apr 2014 - Nov 2014

  • Business Intelligence Operations Authority

    Sept 2012 - Mar 2014