Kerry Duffy

Experience

• 

  GEC Computer Services

  Jan 1984 - Jan 1989

  Chelmsford

  Point of contact for all problems throughout the GEC network in relation to mainframe problems, JCL, TSO, CMS CICS and IMS support ACF2 administrator User Account administrator

• 

  Marsh

  Jan 1994 - Jan 2000

  Assistant Contracts Manager

   Prime responsibility for a number of significant outsource contracts in excess of £20 million Preparation of Invitation To Tender (ITT) for all operational activities including Helpdesk, Infrastructure, supporting in excess of 400 Servers. Included scoping of the services, issuing the ITT, inline with strategic and business objectives, selection of the supplier, presentation to the board and implementation. Continued service management of the contract  ITT, implementation and management of desktop contract for maintenance and software support for 8500 PC’s and laptops Contract management for outsourced voice and data network  Lead service reviews with customers to establish ‘end user’ perception of services and identify any underlying issues and trends, build the service improvement plan Manage monthly meetings with third party vendors to review service performance, resolve any problems and continually strive to improve the level of service delivered to the business Day to day responsibility for managing the delivery of services against SLA’s and to budget Implemented improvement plans for existing contracts to ensure the maximum potential is gained from a service provider Show less

• 

  London Stock Exchange

  Jan 1999 - Jan 2000

  IT Operations Manager

   Provide operational expertise to Service Line Owners  Oversee and advise during the implementation of new applications ensuring procedures were followed Provide advise and guidance on contract related matters Worked with the business to prepare SLA’s for the introduction of new services Introduction of new initiatives to manage outsource partners more effectively Lead a team of three to determine the risks and vulnerabilities associated with operational activities provided by The Exchange’s outsource partners and recommendations to limit such risks Show less

• 

  Essex County Council

  Jan 2000 - Jan 2005

  Service Manager responsible for a 10 year IT Strategic Partnership, which included voice; WAN; LAN; Servers; desktops across 250 sites; 300 third party contracts; project activity and change requests. The agreement also provided for large transformational projects and change management.  Transitioning services from in house to external supplier, including transition projects such as desktop and server refresh Workshops/training sessions including new processes, delivery mechanisms, targets and a new change and problem management system Ensuring contractual services targets and obligations were met Establishment of effective governance arrangements and monthly service reporting Developed processes to support change requests and considered potential impact to services Annual contractual review and implementation of recommendations including service improvement plans  Establishment of an effective client side team  Co-ordination and/or resolution of escalations, major incidents and contractual disputes  Management of 40 plus client side team  Preparation and implementation at Essex County Council for Freedom of Information procedures  Established NHS link by meeting NHS code of connectivity Show less

  • Strategic Partnership Manager/Deputy Information Services

    Jan 2002 - Jan 2005

  • ICT Transition Manager

    Jan 2000 - Jan 2002
• 

  E2v

  Feb 2013 - Sept 2014

  Operator

  Production of goods to agreed plans and service specification; maintaining and reporting on all production batches as required by the Ministry of Defence and ensuring every step is tracked via SAP.

• 

  Essex County Council

  Sept 2014 - now

  Team leader responsible for standard service requests (catalogue items), User Admin including new AD accounts, file permissions, Email and Incident progression to 3rd parties.Managing all requests to SLAs.Teams responsible for support of the social care application.Major incident manager; the communication of all major incidents to the business until resolution via various methods. The hosting of MI meetings as required and subsequent production of MI reports making links to problem management as necessary. Show less

  • Supplier & Service Assurance Manager

    Dec 2021 - now

  • IS Business Officer and Major Incident Manager

    Sept 2014 - Feb 2022