Andy MacInnes

Experience

• 

  Response Handling Ltd

  Sept 1995 - Oct 1998

  Account Manager

  Responsible for the day-to-day running of the Ryder Cup ticket sales project. Other responsibilities included; compiling data entry procedure manuals, training new staff and supervising existing staff, customer and client liaison, setting targets for staff, and quality and batch control.

• 

  Clintrials Research

  Oct 1998 - Apr 2001

  Information Services Coordinator

  On-site desktop, phone and software support; dealing efficiently with Incidents logged with the Helpdesk

• 

  Inveresk Research Ltd

  Apr 2001 - Oct 2004

  Senior Information Services Coordinator

  Primarily responsible for on-site server and phone system administration, as well as supervising the on-site Desktop Support team.

• 

  Charles River Labourites

  Oct 2004 - Aug 2006

  Group Leader – System Administration
• 

  Kendle International

  Jul 2006 - Oct 2006

  Group Leader – System Administration
• 

  INC Research (Company previously known as Kendle, acquired by INC Research July 2011)

  Oct 2007 - Jun 2014

  INC are the 6th largest CRO, employing 5000 staff globally. I was responsible for the delivery of the IT services to 2000 employees across the EMEA region. Successfully leading, motivating and developing a team of eleven service desk technicians to ensure maximum availability of IT services and resources to the business. Motivate and lead Department Team;Budget responsibility;Ensure that Dept is compliant with SOP's;Working to ITIL Best Practice;Business Continuity Planning;Disaster Recovery Planning;Liaise with and approve provision of suppliers and vendors;Recommend and implement appropriate staffing of the IT function.Oversee all IT operations and work as a member of the Kendle International

  • Manager, IT Operations, IT Service & Delivery Management

    Jul 2011 - Jun 2014

  • IT Manager

    Oct 2007 - Jul 2011
• 

  ACCESS LLP

  Jan 2015 - Apr 2018

  Service Delivery Manager

  ACCESS provide ICT and Property Services to Glasgow City Council. I am responsible for the operational support of a number of Platinum and Gold applications that provide critical Social Care and Financial Services to the citizens of Glasgow. Leading a team of 16 analyst programmers to provide operational support and project delivery of existing and new services and functionality.

• 

  CGI

  Apr 2018 - Jan 2022

  Service Provision Manager

  CGI provide ICT Services to Glasgow City Council. I am responsible for the operational support of a number of Platinum and Gold applications that provide critical Social Care and Financial Services to the citizens of Glasgow. Leading a team of analyst programmers to provide operational support and project delivery of existing and new services and functionality.

• 

  Nephos Technologies

  Jan 2022 - now

  • Customer Success Manager

    Jan 2024 - now

  • Service Delivery Manager

    Jan 2022 - now