Experience

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  Siemens

  Sept 2003 - Oct 2004

  Data support analyst

  The data administration team dealt with all electricity meter readings. The role required analysing any problems, which may occur in the readings, so it is processing the exceptions. It involved using analytical skills and working on my own initiative within an office environment. The daily tasks which I performed included:Supporting suppliers and customers over the phone in resolving problems Using my analytical skills in order to review exceptions in data and produce reports

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  Computerland uk ltd

  Oct 2004 - Nov 2007

  2nd line desktop support analyst

  The role involved the supporting over 2500 users in a large financial organisation with busy environment, based over various sites. The role involved coordinating, diagnosing, prioritising and troubleshooting incoming problems within an SLA. The aim was to support employees remotely or on-site with technical problems and information technology issues involving desktops, laptops, blackberry’s or network services and troubleshoot and diagnose software, hardware failures and identify network problems as they relate to the desktop systems. My role also entailed the use of SMS in order to package applications, perform software rollouts and the delivery of security patches to desktops and laptops. The position required providing support on the following software applications: MS Office, MS Windows, Citrix, Oracle, Unix, SMS, Adobe products and a range of bespoke applications. Show less

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  Atos

  Nov 2007 - Mar 2015

  I was accountable for managing service delivery for all 200 applications supported by the team across multiple customer accounts. I was responsible for promoting continuous improvement, service quality and customer satisfaction. I collaborated with senior management on account management, growth and assisted in proposals and bids for new applications, projects and accounts.Key responsibilities• Identifying the business needs, drivers, future demand and the focus for the various skilled teams.• Produce and present service reports with the ability to communicate technical challenges and issues in a non-technical form.• Review and manage Service Level Agreements (SLA’s) and making recommendations on improvements to meet changed business needs.• Manage client, customer and 3rd party relationships. Show less The role was focused on leading the operations of the team and on the day-to-day line management of a large highly skilled 3rd line application support team ensuring that effective incident, problem and change management across COTS and bespoke applications.Key responsibilities• Restructured large teams to improve the delivery of application services.• Provide technical expertise, direction and leadership and act as the point of escalation for the team.• Smoothly transitioning applications from 3rd parties into the team with minimal impact to the operations of the business.• Resolve bugs, develop fixes, enhancements and capability of applications through the lifecycle.• Setting team objectives, conducting appraisals and motivating/inspiring/developing the team.• Proactively managing tickets and acting to resolve support incidents. Show less The main purpose of the role was to provide Business Objects support to the user community of around 2000. I also supported various other applications including bespoke systems. An element of the role involved the continuous improvement of the applications, platforms and environments to ensure they remain sustainable. The role also involved the gathering, creation of technical designs from said requirements, the development and testing of new Business Objects functionality, reports and universes. The support aspect of the role involved diagnosing any issues with reports or within the universes and developing solutions to rectify the issues or optimising the performance of the reports. Other responsibilities included the administration and maintenance of Business Objects environments, configuration, patching and upgrades. I was also involved in the migration from Business Object v5.1 to XI3 platform. It also involved converting reports and universes to allow them to function in the new environment and also the administration of the security infrastructure of the environment ensuring that all users were given the correct privileges. Show less

  • Service Delivery Manager

    Nov 2013 - Mar 2015

  • Operations & Improvements Manager

    Nov 2011 - Nov 2013

  • Technical Team Lead

    Dec 2009 - Nov 2011

  • Application Support Specialist

    Nov 2007 - Dec 2009
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  Jaguar land rover

  Mar 2015 - May 2016

  Service delivery - transition

  Taking full responsibility for planning and managing transition activities, throughout the full project lifecycle and managing portfolio of projects identifying cost savings, risks, improvements and opportunities. My aim was to deliver all programmes/projects in line with best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting) and interface with teams including third party suppliers, involving agreement, planning, timelines and quality of deliverable's.Key Responsibilities• Produce detailed transition plans, supported by individual project plans to manage interdependencies.• Identify, and implement efficiencies and improvements in programme/project delivery methodology.• Managing a portfolio of projects throughout the project lifecycle.• Identifying and manage cost savings, risks, improvements and opportunities.• Coordinate with teams including third party suppliers on planning, timelines and quality of deliverables.• Designing support strategies and creating technical solutions to drive business success.• Managing teams in the planning and implementation of project plans, development strategies, business and risk analyses, budgeting and forecasting, UA testing, and resource allocation.• Providing essential support and building key relationships through effective interpersonal, organisational, and leadership abilities. Show less

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  E.on uk

  May 2016 - Jan 2018

  Service team manager

  I managed a team of Business and Technical Analysts across a number of sites, ensuring that the solutions they were producing were delivered to the highest standard and in a timely manner across a number of business functions including billing, debt & credit management and product management.Key Responsibilities• Own the Development Systems within the portfolio to meet the needs of the business.• Analyse performance, identifying ways of improvements to the processes used and the service provided.• Have the gravitas necessary to manage the expectations of, and negotiate with, key stakeholders, some of whom work at board level.• Risk management that allow anticipation and management of potential risk without stifling innovation and change.• Manage migrations and upgrades across various systems such as CRM, ERP, Finance and HR.Key achievements/projects• Worked with the business to formulate, agree and embed application Service Level Agreements (SLAs).• Plan and manage resources by introducing Agile frameworks for upcoming programmes of work to plan sprints and liaise with Product Owners and Stakeholders. Show less

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  Hollis

  Jan 2018 - Dec 2019

  It service & support manager

  I was responsible for ensuring internal clients and teams experience high quality service and support from IT services and teams. Working within the IT leadership team, the role played a key part in enhancing the IT function for the business and improving levels of client care while delivering change in a fast-paced environment. Key Responsibilities were• Oversee the efficient and effective management of all internal client support and service delivery.• Build strong service relationships across the firm and act as an escalation point.• Conduct formal Service Reviews across all offices to proactively identify issues & opportunities for improvement in delivery of services.• Ensure all services are delivered within defined targets and SLAs.• Manage service-led projects including IT implementation of new offices & relocations across UK & Europe.• Manage IT equipment & software from procurement through to disposal.• Produce clear service reports on performance internally & across the business in a confident manner.• Maintain & develop operational relationships with key suppliers for delivery of externally sourced contracts & services.• Contribute to development & implementation of overall IT & strategic planning and policy.• Promote & undertake effective communication & collaboration to ensure plans, objectives & service levels are clearly understood & delivered.• Build & promote a culture of continuous improvement, innovation & creativity in the use of services, technology & solutions.• Effectively & efficiently budget, plan & manage financial & team resources.Key Achievements/Projects• Led the implementation and adoption of ITIL best practices with Incident, Change and Problem Management.• Analysed, selected and Project Managed the implementation of a Service Management toolset.• Ensured a controlled & smooth transition of all new changes & project releases into production including the migration to Microsoft Dynamics 365 Talent & CE. Show less

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  London stock exchange group (lseg)

  Jan 2020 - Jul 2021

  Iam technical service delivery manager

  The Service Delivery role involved driving the service governance and assurance within a high-profile financial services provider focusing within the Identity & Access Management (IAM) function. The role interfaced with internal teams, wider project teams, 3rd party providers and internal clients as required. The essential skills and knowledge that were required for this role were:- Assurance of all Service Operations Processes, and overall owner of service processes such as Incident, - Problem (Defect), Change and Continual Improvement- Implementation of ITIL practices across the IAM function- Availability: Assure & Influence solution design to be Reliable/Resilient/Supportable- ITSC Management: Ensure processes are in place that enable continuity/recovery on major failures- Service Catalogue: Ensure the users can access all IAM related service requests through agreed channels- Service Knowledge Management: accurate and useful knowledge to users and support teams- SV&T: Assuring that new/changed services are supportable and appropriate arrangements are in place and maintain a Service Validation Defect Log for any defects identified during service validation testing- Tracking the service CIs and their associated relationships, so that the service processes can function effectively - e.g. Incident Management, Change Management- Detailed knowledge of service management concepts and techniques- A strong operational understanding of service supply chains- Experience of service operating model design for major IT systems- The ability to write coherent, concise, and readable service documentation- Experience of working to tight timescales within a high energy team environment- Ability to lead both virtual and co-located teams- Ability to influence senior stakeholders both internally and externally with varying objectives- Provide clear and concise reporting to senior stakeholders to allow for quick decision making- Formulation and Agreement of SLA/OLA's Show less

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  Capital one

  Jul 2021 - now

  Application services manager