Jan Benjamin

Experience

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  Retail Assist

  Jan 2000 - Apr 2023

  Operations and Compliance ManagerResponsibilities:• Management of the Operations team• Manage the Operations shift rotas• Manage holidays to ensure that there is sufficient cover• Investigate any Operations issues• Implement improvements to processes to prevent issues• Maintenance and approval of Operational documents• Identify monitoring and Operational documentation requirements for new clients, with guidance from Application Support and Development teams• Identifying changes to monitoring and Operational documents when a service change occurs• Training of Operational staff as required• Recruitment of Operations staff• Operations OOH support• iSeries OOH Support cover as required• Maintain and improve the SMS system• Communication of changes to standards and/or the SMS to participating departments• Maintaining and Publishing Audit schedules, for internal and external Audits• Performing Audits in line with ISO20000 standards• Training of internal Auditors• Prepare management reports regarding compliance as agreed to include:• 6 Monthly SMS management review as required by ISO20000• Disseminate written policies and procedures related to compliance activities to participating departments• Work with HR to create policies and induction processes to support compliance• Update and Maintain Risk register• Working with Managed Services to help establish policies, procedures and standards• Review or modify policies or operating guidelines to comply with changes to standards • Acting as point of contact for compliance issues for both internal staff and clients• Identifying compliance issues within managed service’s and raising RISKS/OFI’s Show less • Overseeing Operations team acting as management escalation  Performing iSeries system transitions Creating migration plans Writing Support documentation Creating Operational Support documentation Support work Stream leader for new client take on Out of hours support for Operations, iSeries and iCluster switch processes Performing various iSeries Admin and support tasks Incident management Maintenance of control M schedule for client Timesheet approval ResourcingISO 20000An additional role that I have been selected to carry out and have been doing since 2006 this involves:• The creation of presentations on ISO• Attending regular ISO meetings and updates • Arranging and scheduling of internal and external audits• Carrying out Audits• Managing BSI Audits Show less • Managing a team of 11 operators, organising shifts on a 24/7 x 365 basis.• Overseeing the recruitment process for Operations• Responsible for the logging of the Operators hours • Approval of Operations and Technical Services Timesheets • Responsible for the allocation of Technical Resources to projects• Supervise the production of reports and documentation that are sent out each day to both support teams and Clients. • Production of procedural documentation needed to allow the Operators to perform key tasks overnight, such as the monitoring of polling. • 3rd line iSeries and Operational Support.• General office administration including Petty cash Show less

  • Operations and Compliance Manager

    May 2014 - Apr 2023

  • ISeries Engineer

    Feb 2012 - May 2014

  • Operations Supervisor

    Jan 2001 - Feb 2012

  • Operations Trainee

    Jan 2000 - Jan 2001
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  Royal Mail

  May 2023 - now

  Service Controls and Compliance Manager