Richard L.

Experience

• 

  Home Retail Group PLC

  Nov 2001 - Feb 2005

  Customer Service Representative
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  Lloyds Banking Group

  Mar 2005 - Mar 2008

  Customer Service Representative
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  SSE plc

  Mar 2008 - Dec 2019

  A Service Level Management role which includes the following responsibilities- Full operational responsibility for critical sales, marketing and billing applications, web channels and all user devices at a FTSE100 Energy company, for 8,000 internal users- Monitoring availability of IT Services and reporting to Key Stakeholders in monthly Service Reviews. Identifying opportunities for service improvement in both reporting and availability of services, working through until implementation- The creation and delivery of Service Level Agreements in line with business requirements, technical architecture and support model capability. - Input into ITIL aligned processes and functions including Incident, Problem and Change Management, Request Fulfilment and Service Desk – to ensure the needs of the business are continually understood and processes are updated- Identification and ownership of Continual Service Improvement initiatives- Chairmanship of Red Alert situations – taking the lead in the IT response to critical situations, including stakeholder communications, IT and third party responses.- Challenging the delivery of projects to ensure all Service Transition elements have been considered and appropriately delivered including identification of the end to end support model, underpinning contracts and service component validation.- Close engagement with Business Relationship Managers to ensure service requirements are considered from project initiation stage, and open, honest communication throughout the project lifecycle.- Handling escalations from our customers and liaising with third parties or Internal IT support teams to ensure the customers’ expectations are exceeded.- Ensuring IT Support Teams for Services regularly test Service Continuity plans including Disaster Recovery to maintain full resilience. Working with the Service Continuity Manager to implement Disaster Recovery Test scenarios and resolving any discovered issues. Show less Managing a team of 20 analysts who provide 1st line support to over 20k internal customers including Active Directory, Citrix, IBM Lotus Notes, Outlook and Microsoft Office applications. Responsibilities included - • Managing the day to day running of the team, including real-time resource management and Incident Management.• Handling escalations from our customers and liaising with third parties or Internal IT support teams to ensure the customers’ expectations are exceeded.• Dealing with personal issues that arise from the team and following the appropriate HR policies. Also reviewing individual team members’ performance and carrying out coaching to support staff in achieving KPIs, managing worst to best. • Motivating and developing the team increase performance in a challenging environment without compromising on quality or service to our customers.• Monitoring and reviewing the customer experience of the IT Service Desk and developing practices and processes to improve this. Show less Manage a team of 10 Analysts in delivering all IT Requests for over 20k internal customers, including user account creations/amendments/deletions, software & hardware. Responsibilities included - • Managing the day to day running of the team, including allocating workloads and resource to ensure Requests are actioned within their SLA.• Handling escalations from our customers and raising escalations with third parties/Internal IT support teams. Also assisting the team with complex queries.• Dealing with personal issues that arise from the team and following the appropriate HR policies. Also reviewing individual team members’ performance and carrying out coaching to support staff in achieving KPIs. • Motivating and developing the team to clear requests in high volumes without compromising on quality or service to our customers.• Reviewing existing procedures and ensuring all documentation is up to date. Identifying where processes can be improved and briefing the team on these new processes to ensure they remain compliant. Show less

  • Service Delivery Partner

    May 2017 - Dec 2019

  • IT Service Desk Manager

    Mar 2014 - Apr 2017

  • IT Request Fulfilment Team Manager

    Sept 2013 - Feb 2014

  • IT Request Fulfilment Team Deputy Manager

    Sept 2011 - Sept 2013

  • IT Service Desk Deputy Manager

    Feb 2011 - Sept 2011

  • IT Service Desk Analyst

    Oct 2008 - Feb 2011

  • Customer Service Representative

    Mar 2008 - Oct 2008
• 

  Quilter

  Jan 2020 - May 2022

  IT Availability Manager

  Providing a single point of accountability and ownership for the availability, capacity and continuity of live IT services through application of appropriate best practice and industry standards.- Being the SME for Availability, Capacity & Continuity Management across the Quilter Group, understanding the business requirements and ensuring IT deliver these efficiently and at the required quality- Develop and maintain availability, capacity and continuity management frameworks to support service stability and protection, service design, strategy and continual service improvement activities- Define and ensure day-to-day delivery of the IT service availability, capacity and continuity management standards, strategies and plans. - Oversees maintenance and (technical and non-technical) validation of such plans engaging and directing appropriate service owners- Coordinating IT Disaster Recovery planning and testing activities, including publication of the yearly testing schedule. Engaging with stakeholders across the Quilter group on progress of testing and producing post test reports, highlighting any remediation activities or risks identified- Owning the Business Continuity Planning & response for IT and working with other Business Continuity Representatives across the Quilter group as the Technology SME. Show less

• 

  Iglu.com

  May 2022 - now

  • IT Service Delivery Manager

    Jul 2023 - now

  • IT Service Desk Manager

    May 2022 - Jul 2023