Barry Critchley MBCS

Experience

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  XKO

  Apr 2000 - Jul 2000

  Team Leader

  Delivering 2nd and 3rd level technical support to Isle of Man Government offices and major financial institutes.Devised and implemented service improvements delivering an improved service, negotiating with senior management to meet their targets. Recommending improvements for future business requirements

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  Network Rail

  Jun 2000 - Sept 2009

  Resource planning and development of the ITIL aligned Service Desk Team within the Service Support Center environment providing 24x7 support.Deployment of an effective ITIL Incident Management process to enable speedier resolution of incidents and identifying Problems.Co-ordinating 3rd party suppliers through agreed Underpinning Contracts. Team Leader for Network Rail Service Centre based in Crewe.Supprting 30,000 IT users throughout the uk with a team of support analysts/technicians.

  • Service Support Manager

    Jul 2000 - Sept 2009

  • Team Leader

    Jun 2000 - Sept 2009
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  Quindell Business Process Services

  Mar 2012 - Jun 2012

  Service Delivery Manager

  Creating and Maintaining a catalogue of all existing services offeredFormulation, negotiation and maintaining a User/Service Level Agreement structureNegotiating and agreeing the initial contents, and service levels, for each catalogue entryAnalyses and reviews all achieved service levels and conducts comparisons with SLAsInitiating any actions necessary to improve or maintain levels of service

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  One Connect

  May 2013 - Mar 2014

  Service Delivery Manager (Building Schools for the Future: Lancashire County Council)

  Working on behalf of Lancashire County Council, management of the relationship between the ICT Client and Managed service provider, ensuring the successful delivery of the service to the 16 schools in the Building Schools for the Future programme.

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  Radius

  Jun 2014 - Nov 2015

  Support Services Team Leader

  Creation and implementation of support services at UK Fuels including; Service Desk, Incident, Problem and Change management.Development of an effective ITIL Incident Management process to enable speedier resolution of incidents and identifying Problems