Barry Hook

Experience

• 

  Lloyds Banking Group

  Sept 1990 - Sept 2000

  Operations Technician

  Working a 24 hour shift pattern provide mainframe support to approx. 400 users.

• 

  HELLA

  Nov 2000 - Feb 2003

  Final Inspection Production Operative

  Working as part of a production line inspecting car headlamps.

• 

  Cherwell District Council

  Mar 2003 - Apr 2010

  Client Support Technician

  • Provide a 1st & 2nd line service desk function for the Council technology users.• Ensure all incidents are logged and updated using ITIL based call logging software.• Monitor call progress & any potential SLA breaches. • Create & update standard support procedures and documentation.• Provide new user induction training in the absence of IT Trainer.• Assist with the development and testing of Disaster Recovery Plans and Procedures.• Ensure compliance with Council Policy and Legislation and protect the Council’s data. Show less

• 

  CSC

  May 2010 - Jan 2013

  Customer Service Support Consultant

  • Provide application support for 500+ GP surgeries.• Provide general operating system & , system administration support to customers.• Ensure customer raised issues are resolved within contractual / agreed timeframes.• Participate in & support processes for both problem & incident management. • Liaise with internal colleagues, customers, government bodies, health authorities & 3rd party suppliers to ensure customer needs are met.• Co-ordinate UAT testing for the implementation of new software & functionality.• Sit on project, incident, change & problem management boards.• Participate in & assist with clinical risk investigations.• Provide reports & statistics for management as & when required. • Mentor, train & monitor other team members.• Create and maintain system administration & system usuage documentation• Comply with & enforce policies, procedures & legal obligations of the organisation. Show less

• 

  Oxford University Press

  Jan 2013 - Jul 2018

  • Manage common services supporting divisional online platforms and business systems.• Incident and problem management escalation point for the ELT division.• Service Delivery management for international branch offices.• Initiate and manage small change and continuous improvement projects.• Represent the team and division on projects, using both Agile and Waterfall methodology.• Represent the division on change and governance boards. • Liaison with senior stakeholders regarding change activities and major incidents.• Manage 3rd party suppliers to ensure contractual agreements and SLA’s are adhered to.• Co-ordination of user acceptance testing.• Recruitment and management of System Support Analysts Show less • Devise and implement call management processes for the divisional support department.• Provide application support for divisional publishing applications • Monitor and report on system availability, and performance• Manage a quarterly systems development cycle.• Train and mentor new team members.• 3rd party supplier relationship management.• Management of a 3rd party supplier budget (75k per annum).• Perform system administration & maintenance tasks• Provide training to business key users. • Create and maintain system administration and system usage documentation • Management of key user groups• Sit on project teams on behalf of the division. • Co-ordination of UAT for system upgrades and developments.• Management of a divisional network drive restructure• Comply with & enforce policies, procedures & legal obligations of the organisation. Show less

  • Systems Manager

    Nov 2015 - Jul 2018

  • Support Analyst

    Jan 2013 - Nov 2015
• 

  Bibby Financial Services

  Jul 2018 - Apr 2021

  IT Application Technical Support Team Leader

  Oversee the provision of an effective, customer focused and responsive global Application Technical Support service across all supported applications, online platforms, systems integrations, interfaces and SQL databases for a Leading Financial Services organisation.Key Responsibilities:• Manage a team of 8 support analysts providing technical and business application support to customers globally, ensuring SLA’s and KPI’s are achieved.• As a member of the IT Operations management team develop the IT Operations roadmap.• Lead on major incident investigations. • Problem Management process owner for the organisation. • Manage relationships with 3rd party providers. • Manage service delivery with internal stakeholders globally.• Provide expert guidance in to strategic projects as an IT Operations lead.• Project manage small system enhancements from inception to delivery. • Manage the transition of services in and out of support. Show less

• 

  NFU Mutual

  Apr 2021 - now

  Responsible for leading teams to deliver strategic and business change, and providing application support services to the Financial Services, Avon Insurance and General Insurance business units. Managing a mix of technology ensuring service levels remain high, and services remain stable and secure. Ensuring the strategic vision of the organisation is at the heart of all activity on the roadmap, playing a key role in projects delivering against the strategic vision, and managing relationships with internal and external stakeholders mix Show less Manage a team of 11, providing production support and development services for the Financial Services business.• Lead, manage, motivate and develop direct reports so that they know what is expected, are able to maximise their contribution to business objectives and realise their potential.• Providing leadership and setting direction to a team of 3rd party offshore developers.• Plan, review, implement and evaluate activities in conjunction with internal and external stakeholders that are aligned to agreed resources and Group IT processes, SLAs, KPIs and/or objectives.• Manage resources effectively to ensure that resources have the required skills, utilisation is maximised, understood and aligned to plan(s), budget and to timeframes.• Establish and maintain relationships with internal stakeholders and outsourced service providers to ensure the efficient and effective delivery of Group IT and departmental activities.• Lead, facilitate, advise and support staff using appropriate IT expertise in order to verify and validate technical solutions and IT deliverables in line with IT quality standards and good practice.• Identify, manage, challenge, report and evaluate risks, trends and issues in Group IT to facilitate solutions, promote innovation and continuous improvement in line with Group Risk Strategy frameworks.• Vulnerability management lead for the Financial Services Application suite. • Financial Services IT representative on service reviews with external suppliers, enhancing relationships, identify opportunity and ensuring agreed service levels are achieved.• Ensuring consistency in delivery and regulatory compliance are adhered to and promote proactive and continuous improvement.• Lead IT workstream activities for corporate programmes and initiatives. • Deliver short term / one-off projects and activities creating value and adding efficiencies to the business. Show less

  • Application Delivery Manager - Corporate Core Applications

    Jan 2025 - now

  • Application Delivery Manager - Financial Services

    Feb 2023 - Jan 2025

  • IT Team Leader - Financial Services

    Apr 2021 - Feb 2023