Rab Campbell

Experience

• 

  HSBC

  Jul 1995 - now

  My role has recently evolved into an exciting and dynamic new chapter focused on Service Quality for our Regional & Global Retail Business line. Driving higher Service availability by reducing unplanned outage. My objective is to ensure every service is robust, has strong resilience, is fit for purpose, efficient and with long term lifecycle strategies in place. Embed strong governance & best practice around change, reduce Technical debt & improve overall service health. Drive collaboration between Service owners & Infrastructure teams. Additionally I produce quality MI & metrics allowing both Business & Senior IT leaders to make strategic & priority decisions Show less IT Relationship Manager. Accountable for all IT Services to Business, includingService Availability Project DeliveryOrder book management Cost Management & efficiencies The last 2 years in MENA Region have been spent as the Interface into IT for all business lines. Focused on Order Book, Cost Management, Delivery, Planning, Prioritizing, Service availability & Quality along with introducing efficiencies and work smarter solutions, I've gained a wealth of experience collaborating, influencing and driving both the business & IT objectives. Translated business cases into tangible deliveries. Introduced strong capacity management solutions. I’ve also raised IT engagement through business partnership and driven improvement measures across all countries in the region. I’ve built strong relationships with all Operations partners, particularly Corporate Real Estate with Office & Branch strategy. I’ve reduced business & IT direct & indirect costs and managed IT Infrastructure delivery across all portfolios. Show less Head of Client Services team responsible for all EUC (end user computing)Windows Server, Linux Server, Oracle & SQL, Storage, Network & Telecoms.Leading a team of 17, my key deliveries over this period have been the strategy, design and implementation of a Production / Contingency solution in Jersey & Guernsey. Consolidating 5 x Computer rooms into 2, with full resilience, decommissioning 2 buildings and generating circa £5 million in net benefits, plus £350k sustainable saves. In addition, I consolidated 4 x disparate IT Support teams across the Islands into a dynamic and highly efficient IT Operations team. Assuming IT Operations responsibility for all Global Businesses & Functions across an estate of 1200 users in 18 locations. Encompassing all IT Operations disciplines. Windows Technology, Voice, Network, Storage and 3rd level support. Other responsibilities include Annual Technology Planning, budgetary forecasting and governance of ITO Projects. Show less Responsible for the HSBC International (HBIB) & Retail IT Infrastructure, I led a team of 7 Technical Specialists delivering strategic solutions and support to all businesses. During this period, I Introduced a Storage Area Network (SAN). Centralized multiple platforms and in the process achieved exceptional service level availability figures year on year. A key business delivery I managed was the implementation of a remote Contact Centre into Cyberjaya, Malaysia incorporating IVR, CTI, DB2 and Aspect technology, utilizing local resources and Group teams to deliver the project on time and within budget. The relationships built remain strong today with business & IT colleagues alike Show less My role as Desktop Manager also included Voice technologies. Supporting approx. 1000 workstations I had responsibility for a team of 5 ensuring workstations were compliant, secure and highly available. During this phase, I managed the move into an Offshore HQ (HSBC House) Jersey. Coordinating multiple platforms running dual services to cutover production with no business impact or downtime. Detailed planning, leadership and communication at all levels were critical to the success. I also delivered the first Common Windows (NT) Desktop to the Channel Islands & IOM businesses, again with little disruption. Show less

  • Service Quality Manager

    Jun 2017 - now

  • Senior IT Relationship Manager

    Dec 2013 - Jun 2017

  • Head of Client Services

    Jan 2009 - Dec 2013

  • Technical Services Manager

    Jan 2005 - Jan 2009

  • Desktop Support Manager

    Jan 1999 - Jan 2005

  • Computer Operator

    Jul 1995 - Jan 1999