Experience

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  Inland revenue (hmrc)

  Feb 1985 - Jun 1994

  Computer mainframe and print operator

  Responsible for the operation of ICL 3980 Mainframe Systems, the Printing of Government Forms on Laser and Impact Printers and completing associated Quality Checks and Paperwork.

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  Electronic data systems

  Jul 1994 - Jun 2004

  Established and managed a small Team on-site responsible for site Quality Management System,Incident Management, 3rd Party Supplier engagement, Print Software Releases/Upgrades, Form Testing and Customer Feedback in line with Service Delivery functions.Developed and appraised Performance of Team via regular 121s and Team meetings in line with Company HR and Performance Management processes and systems. Developed, implemented and managed a site Quality Management System and performed Internal Audits (certification achieved) ensuring compliance with ISO:9001 Standard.

  • Production Support Group Manager

    Jul 1999 - Jun 2004

  • Process Controller

    Jul 1994 - Jun 1999
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  Fujitsu uk

  Jul 2004 - Aug 2017

  Managed a virtual team responsible for Compliance to processes and standards, the Quality Management System and Document toolset, Incident/Problem Management, Occupational Health and Safety Management, Information Security Management and Risk Management for all Output Services sites within the UK delivering Continuous Service Improvement and Cost Efficiencies.Effectively aligned Incident, Problem & Risk Management processes through regular collaboration and review with Process Owners and Key Stakeholders.Chaired daily/periodic Operational and Team Meetings to ensure Team were delivering day to day service with no avoidable errors, plans and Operational/Customer Service Level Agreements were on target and being met, issues were effectively being escalated, as necessary, and identified Service/Process Improvements were captured and being progressed. Ensured that the Team had the skills required to perform their roles and were organised to deliver effectively for the Customer while developing capability for the future via agreed and regularly reviewed Training Plans, Personal Development Plans and Skills & Training Matrix.Personal gap analysis, for current & any aspirational role, also performed with Team.Absence Management process, Performance Improvement Plans, Leavers process, etc. utilised, as necessary, in line with Company HR processes and systems.Reviewed and Appraised Performance of Team against agreed SMART Objectives via regular individual 121 meetings in line with Company Performance Management process and system.Continued to perform Incident and Problem Manager role as detailed below. Show less Implemented and established a mature Incident Management Process and Document toolset withinOutput Services and managed a team of Incident Managers responsible for ensuring all Live Incidents logged on the ITSM tool are resolved within agreed timescales, and with minimum disruption to Operational and Customer Service Level Agreements, and pro-active Trend Analysis.Created, recorded and managed Service Level Failure Records and Incident Reports, and appropriate escalation.Logged and captured progress of Preventative/Corrective Actions and Service/Process Improvements identified from Incident Reports and Root Cause Analysis/Lessons Learned Workshops ensuring management to completion.Chaired and managed High-Profile Incident Management meetings, as and when required, providing Reports.Responsible for monitoring Incident and Problem Management Performance Metric/KPIs and providing Management information, as and when required.Developed and appraised Performance of Team via regular 121s and Team meetings in line with Company HR and Performance Management processes and systems.Continued to perform Problem Manager role as detailed below. Show less Developed, introduced and established a mature Problem Management Process and Document toolset within Output Services. Responsible for the validation, creation and management of all Problem and Known Error Records ensuring that they have been assessed at the correct level of impact & prioritisation, are allocated to the appropriate Resolver Team and are resolved with a full audit trail and within agreed timescales. Acted as a single point of contact (SME) for all Problems identified within Output Services ensuring good communication and relationships were maintained both internally and externally with Partner and Customer organisations including chairing and managing Problem Review Forums and Root Cause Analysis/Lessons Learned Workshops providing Reports.Performed Trend Analysis by analysing Incident/Problem Records and information originating from other processes to identify new Problems/potential Problems ensuring effective Problem Management & prevention of recurring issues.Year on Year, reduction of recurring Incidents and Problem/Known Error Records achieved along with identified Continuous Service and Process Improvement. The Problem Management function within Output Services was independently assessed in 2013 by ISG (formerly Compass), responsible for delivering ‘Best in Class’ reviews, and reported to Fujitsu and HMRC stakeholders as being at “World Class level”. Show less Lead on the successful Implementation of a Service Centre function in consultation with Fujitsu and HMRC Key Stakeholders providing a controlled and measured interface for communications from and to our Partner and Customer organisations, and within Output Services.Implemented and documented a collaborative ‘Composite Schedule’ Process in agreement with HMRC Key Stakeholders in line with the development of a rolling 13 month ‘Composite Schedule’ document detailing Forecast Volumes for all Government Forms, along with the associated Despatch SLAs, resulting in an effective and more accurate Forecasting tool for both HMRC and Fujitsu enabling Production Planning and Stationery Procurement efficiencies. Show less

  • Assurance, Issue and Risk Team Manager

    Jun 2015 - Aug 2017

  • Incident and Problem Manager

    Jan 2014 - Aug 2017

  • Problem Manager

    May 2011 - Aug 2017

  • Service Centre Manager

    Aug 2009 - Apr 2011

  • Quality Management System Manager

    Apr 2006 - Jul 2009

  • Production Support Group Manager

    Jul 2004 - Mar 2006
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  Communisis

  Sept 2017 - Jun 2018

  Assurance, issue and risk team manager

  Continued responsibilities as detailed below following TUPE to Communisis adopting and adapting to Company processes and requirements in line with a Transition Plan and eventual integration of workload into the business structure of Communisis.Co-ordinated within Communisis the successful delivery of the new Axios Assyst system implemented by HMRC for the management of Incident, Problem and Change Records ensuring a smooth transition from the previous system resulting in NIL impact on Operational Services or HMRC Business requirements. Show less

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  Vodafone business

  Mar 2019 - now

  Service incident manager

  Supporting Global Enterprise customers, my role is to act as a critical point of escalation for Customers, Service Desks and Service Management teams.Responsible for managing high impacting Incidents and driving resolution of Vodafone services across multiple product sets (Fixed Data, Vone-C, Voice, SDWAN, DSL, Hosting, etc.) ensuring any impact to the Customer’s business is minimised and service is restored as quickly as possible. Responsible for engaging Technical resources, both internal and external, driving momentum in investigations whilst being the voice of the Customer during these critical and high-pressured times.Responsible for owning and managing a clear communications strategy throughout the lifecycle of incidents for Customers, Senior Management and Key Stakeholders ensuring that complex information is accurate and consumable for all audiences.My role is fundamental to the Customers perception of Vodafone and is pivotal in building relationships for ongoing Customer engagement.Key deliverables:• Validation, categorization and management of critical Customer Incidents.• Interfacing with ITIL functions and Technical resources, both interna and external, with the ability to negotiate in difficult situations to reach a successful conclusion.• Chairing and driving Technical and Customer Bridge Calls.• Ability to control progression within a pressurized and complex Technical environment.• Excellent Communication skills, both written and verbal.• Being Customer centric and setting expectations whilst building relationships through collaboration and effective communication.• Documentation of Customer and Internal post Incident Service Reports.• Continuous Service Improvement.• Working collaboratively within the Service Incident Management team environment in compliance with ISO9001/27001 Standards across Support functions. Show less