Stephen Charles

Experience

• 

  Wolverhampton City Council

  Jun 1999 - Sept 2003

  I managed day-to-day password controls and the creation, deletion and amendment of user’s access to the Corporate mainframe and network computer systems. I also acted as the first point of contact for Housing staff for problem solving and assisted the Systems Officers in the planning and delivering of training and development in the areas of information technology and communications to all system users. Within this role I maintained the records of user access and the inventory of our ICT equipment and created our ‘Easy IT Guide’ booklet that is now distributed to all Housing staff. I also assisting in delivering the XP network for Housing within the Head Office. Show less

  • Clerical Officer - IT

    May 2002 - Sept 2003

  • Payment & Purchasing Officer

    Jan 2000 - May 2002

  • Trainee

    Jun 1999 - Jan 2000
• 

  Wolverhampton Homes

  Sept 2003 - Jun 2018

  Management and coordination of projects to meet the organisations delivery plan (Project Management)The development of business cases in cooperation with the business (Business Analysis)Engage with business users in mapping, analysis and reengineering of business processes (Process Improvement)Contribute to the development of the Business Improvement StrategyEnsure that suppliers continue to provide an effective service (Contract Management and Supplier EngagementManage team work plans in line with the development planRepresent the Development Team and deputise for the Head of Business ImprovementService planningPromote best practice of ICT policies and proceduresDay-to-day management of multiple projectsEnsure the service meets the requirements of the Business Users (Performance Management)Ensure that business issues and requests are monitored, reported and resolved (Incident, Problem and Change Management)Meet with main suppliers for future development and issue management Show less Analyse and identify business needs whilst proposing appropriate solutions including the advising on the sourcing and managing the implementation of IT solutions within the business.Develop the use of Management Information and telecommunications within the services, whilst assisting in the security, and access protocols, of all computer systems.Progress the development and operation of computer systems and telecommunications within Wolverhampton Homes.Plan and deliver training and development in the areas of software packages, IT and communications. Show less Assist in the coordination and resource management of the ICT ProgrammeProject Management of ICT ProjectsProviding and effective ICT Support Service to the businessAssessing business demand and implementing ICT solutionsProviding technical consultancy and adviceResponsible for the coordination of Data Protection and Freedom of Information requestsImplementation of new ICT solutionsQuality control of existing and new ICT systemsTo assist with the development of ICT policies and procedures aligned to ITIL best practice Show less To design and deliver in-house ICT training courses in consultation with the Learning and Development Team.Assist the Head of ICT on technical IT work such as data migration and data cleansing.Research and advise on the continual improvement of the IT service.To support the role of the Head of ICT and the Project Manager in projects as necessary.Assist in the development of reporting of management information.To work closely with the Service Desk Manager on the smooth implementation of projects. Show less This was a 1st and 2nd Tier service desk for our 750+ computers, where I provided a problem solving service to the department ranging from PC’s not booting correctly and users not having the right access credentials to use mainframe systems to general network issues and lost data.Training staff how to use software and hardware such as Microsoft Office whilst dealing with security matters such as improper use of the Council’s equipment i.e. personal use of Internet and Email and unauthorised access to logonid’s.responsible for the Content Management System which involves ensuring all Internet information/application forms relating to our service area is available on the Internet to meet the Office of the Deputy Prime Minister E-Government targets/guide lines.Maning projects such as a Value for Money exercise where we saved nearly £300,000 a year in various ways such as reviewing our printing requirements.Co-ordinate various office relocations Which included desigining office layouts and drawing up the specification for the Cat5e and electricity cabling to meet our ICT needs .Researching, testing and the purchasing of new ICT technology such as mobile working, networking, resilience, PC’s, Laptop’s, Mobiles, internet kiosks etc. Show less

  • Development Team Manager

    May 2014 - Jun 2018

  • Technical Project Manager

    Oct 2013 - May 2014

  • Technical Support Manager

    May 2010 - Oct 2013

  • ICT Development and Training Manager

    Feb 2008 - May 2010

  • Systems Officer - IT

    Sept 2003 - Feb 2008
• 

  City of Wolverhampton Council

  Jun 2018 - May 2021

  ICT Customer Support & BAU Manager

  • Management and leadership of primary ICT technical support teams and BAU services (Desktop, AV, Service Desk, Networks, Server, Communications, Data Centre, Digital Print Solutions)• Commercial Management - responsible for budget and contract management as well as undertaking ICT procurement• Service Management - responsible for OLA's and SLA's management to internal and external customers• Project Delivery - ensuring they are fit for purpose, meet customer/business requirements, delivered on time and to budget• Service Improvement - Review existing services and re-design alongside business requirements, with an ambition to automate and improve services• Responsible for the delivery of the Digital Print Solutions service to ensure this remains viable and effective Show less

• 

  HM Revenue & Customs

  May 2021 - now

  IT Business Service Manager

  • Management and leadership of delivery teams to ensure technology change is business led and successful delivery of both major projects and small change implementation• Providing technology consultancy (Scoping & Shaping) and understanding of current and future business technology demand and its impact on the service• Translating between technical and business concepts to enable the business to develop and execute business change programmes to support their strategic plans• End-to-end business service delivery and operations management; understanding holistic business requirements and responsible for managing all associated build and run activity• Ensuring that security, compliance and other governance requirements are built into the core of any new / enhanced services in conformance with overarching security, risk, governance frameworks and standards Show less