Daniel Fiddeman

Experience

• 

  TFD Group

  Aug 1997 - May 2004

  • Managing the Technical Support Team supporting customers of TFD Software in the EMEA region. • Implemented and managed incident logging and Service Desk processes. • Liaising with software engineers in the USA to ensure customer requirements and defects are managed and resolved.• Responsible for Technical Support and End User Licence Agreements and renewals, Software installations at customer sites and user training. • Design and development of TFD logistical software solutions used across defence and private sectors.

  • Technical Support Manager EMEA (TFD Group – Norwich UK / Monterey, California, USA)

    Aug 1998 - May 2004

  • Software Developer (TFD Group – Norwich UK / Monterey, California, USA)

    Aug 1997 - Aug 1998
• 

  Aviva

  May 2004 - now

  • The lead IT Service Management role for UK General Insurance (GI) business responsible for business wide IT Service performance into CIO SLT and business Exec teams. Senior escalation point.• Built and lead a team of IT Service Managers aligned to business cells.• IT Service representative at IT Service Risk, Governance and IT Service Improvement forums• Ensuring consistency across Group IT and IT Service Management teams through ITSM framework / practice.• Establishing IT Service Management function for internal “start up” aiming to disrupt the motor insurance market. Show less • Owning the relationship with the business, ensuring their day-to-day needs are met. Primary IT escalation point.• Responsible for reducing percentage of time lost to IT incidents across contact centres (from 7% to 1%) through dedicated interventions to identify and resolve high frequency issues, improved training and best practice guidance, development of ‘self help’ tooling. Using data to identify both IT trends and business ‘behavioural’ root causes.• Identifying and driving Service Improvement activity, across; Citrix, Telephony, and policy admin platforms. • Ensuring new IT implementations and changes are fit for service through Service Fundamentals assessments.• Managing service risks for the business ensuring remediation plans are understood and funded.• Measuring internal customer satisfaction and acting upon feedback. Show less • Accountable for the successful delivery of IT Services to the Aviva businesses. Ensuring the end to end IT performance meets the operational needs of the business and customers, acting as a senior point of escalation.• Articulating IT Service performance in business terms, providing consultancy and advice on investment decisions in support of the overall business strategy. • Agreeing and managing Service Level Agreements and IT recharges, ensuring transparent operation and cost. • Establishing a consolidated IT risk focus, educating the business on the impact to customers and driving remediation activity and funding. Show less

  • IT Service Transition Partner (Aviva Insurance, Wealth & Retirement)

    Apr 2023 - now

  • IT Service Partner - UK General Insurance

    May 2022 - Apr 2023

  • IT Service Manager - GI Personal Lines

    May 2020 - Jun 2022

  • Senior IT Internal Audit Manager

    Sept 2016 - May 2020

  • IT Service Manager (Aviva UK General Insurance, Claims)

    Jul 2015 - Sept 2016

  • IT Service Partner (Aviva UK Life and Health Insurance)

    Mar 2015 - Jul 2015

  • IT Business Relationship Manager (Aviva Group Centre)

    Sept 2013 - Mar 2015

  • IT Customer Relationship Manager (Aviva Strategic Bancassurance Partners)

    Nov 2011 - Sept 2013

  • IT Customer Relationship Manager (Aviva Health)

    Jan 2009 - Nov 2011

  • Service Design & Introduction Manager (Aviva)

    Jan 2008 - Jan 2009

  • Service Delivery Manager (Aviva)

    May 2006 - Jan 2008

  • Operational Acceptance Manager (Aviva)

    May 2004 - May 2006