Kev Toone MBA, MSc

Experience

• 

  De Montfort University

  Jan 1998 - now

  Responsible for Problem Management, Incident Management, Major Incident Management, Continuous Service Improvement (CSI), Change Management, Service Catalog, Assets and Configuration Management, Out of Hours support process, Service Reporting and Service Desk. Supporting approx 2,700 members of staff and approx 23,000 students. Managing up to 15 staff. The service desk supports services including SAP, Blackboard and MSOffice.Managing multiple service desks dealing with approx 80,000 incidents / service request per year.March 2020 - Major Achievement - Setting up the ITMS service desk to work from home during the COVID-19 situation without interruption to service.Developing and improving processes based on the ITIL framework.Incident Management – Role includes ownership of Incident Management and Major Incident Manager process including maintenance of the processes.Major Incident Management process includes managing communications to the business, managing the major incident team resources, stakeholders, fault finding and resolution meetings through to incident resolution. Problem Management – Implementing a new ITIL aligned Problem Management process from scratch. Role included managing problem management sessions to perform Root Cause Analysis (RCA), identify workarounds and problem fixes. Developing and implementing service improvement initiatives (CSI). This has led to over a 50% reduction in re-opened incidents and significant reduction in incident bounce counts, which has led to improved performance and customer satisfaction. Reporting – Creating departmental performance and SLA reports. Managing 3rd Party stakeholders / supplier relationships including out of hours service desk providers. Performing customer feedback surveys to identify areas for service improvement.Recruitment and general management of staff including performance and development reviews. Show less Responsible for the Change Management, Incident Management, Service Desk, and IT Training Team (Total of 14 members of staff) supporting approx 2,500 members of staff and 23,000 students.Managing multiple service desks.Having a major role in the development and implmentation of the new ITSM tool and transformational processes. Including Self Service and Customer Surveys.Developing and improving processes based on the ITIL framework.Incident Management – Role includes Incident Manager and managing major and high priority incidents.Problem Management – Identifying underlying root causes of P1 / Major incidents.Developing and implementing service improvement initiatives.Reporting – Creating departmental performance and KPI / SLA reports. Managing 3rd Party stakeholders / supplier relationships including out of hours service desk providers and ITSM tool providers. Attending and chairing customer / stakeholder review meetings and presenting relevant performance reports.Performing customer feedback surveys to identify areas for service improvements.Recruitment and general management of staff including performance and development reviews. Managing customer complaints.Change / Release Management – Role includes Change Manager and chairing the Change Advisory Board (CAB). - Until March 2017.Responsible for the IT Training Team - Until Dec 2016. Show less Responsible for the Service Control team, Service Desk, Switchboard and IT Training Team. Total of 16 members of staff.Developing and improving processes based on the ITIL framework.Supporting approx 2,500 members of staff and 23,000 students.Change / Release Management – Role includes chairing the Change Advisory Board (CAB).Incident Management – Role includes Incident Manager in the event of high priority incidents and writing incident reports. Problem Management – Identifying underlying root causes of P1 / Major incidents.Configuration Management and asset control – Hardware and software licensing.Producing management reports on departmental performance.Attending customer / stakeholder review meetings and presenting relevant performance reports. Performing customer feedback surveys.Recruitment of staff and performing staff development reviews.Managing 3rd Party stakeholders / supplier relationships. Show less Managing the user support team consisting of up to 20 members of staff. Providing the central university IT Service Desk, desktop IT support, software licensing, audio visual services and an IT consumables shop.Supporting approx 2,5000 members of staff and 23,000 students.Managing the Out of Hours support process.Management and administration of Service Desk application tool. Responsibility for the desktop IT support, central desktop IT procurement.Designing new processes including an ITIL based Incident Management process and out of hours support process.Incident manager in the event of major incidents.Management and ownership of the annual PC refresh projects of up to £1.8M.Liaising with users and suppliers regarding IT requirements.Project management of team and university wide projects.Recruitment of staff and performing staff development reviews. Show less Managing a small testing team of 3 members staff during the implementation of a new student data system (QLS).Acting as liaison between IT department and Finance Department.Project management of system testing and live upgrades.Planning the testing of new software modules and software fault fixes. Liaising with the project management team regarding testing progress.Planning system upgrades and releases.Liaising with software supplier regarding faults and upgrades.Working with users regarding system requirements and specifications. Show less

  • Service Operations Manager

    Apr 2018 - now

  • Customer Services Manager

    Jan 2014 - now

  • Service Control Manager

    Sept 2011 - Dec 2013

  • User Support Manager

    May 2001 - Aug 2011

  • Systems Testing Manager

    Jan 1998 - Apr 2001