Matt Richardson

Experience

• 

  Fujitsu

  Dec 2004 - now

  Contract: Financial Conduct AuthorityResponsible for ensuring the smooth transition of projects from initiation through to acceptance into service.Managing service checklists to ensure all required actions are completed correctly and in a timely manner.Working closely with BAU support teams to ensure any new services can be successfully managed, ensuring the correct training and documentation is in place to allow for easy day to day management.Liaising with technical and service architects to ensure all high and low level designs have been completed and signed off.Regularly chairing various meetings throughout the project lifecycle including support team catch-ups and service readiness reviews.Managing expectations of direct customer counterparts.Ensuring any contractual amendments follow the correct change control processes. Show less Contract: Financial Conduct AuthorityResponsible for re-baselining the customer’s estate for all Tier 2 and several Tier 1 vendors. Carrying out detailed investigation of software use to create a new ELP (Effective License Position)Re-designed and updated all existing processes and High Level Designs, created a new set of work instructions to ensure improved day-to-day running of the SAM service.Reviewed and audited existing proof of entitlement.Assisted the customer in large audits from external software vendors. Show less Contract: Financial Conduct AuthorityResponsible for the design and implementation of a small portfolio of service improvement projects.Introduced a process for the end-to-end lifecycle of hardware and software. This included creating roadmaps of products and working with procurement and technical teams to ensure replacements could be easily sourced, tested and integrated when required.Introduced a process to manage the purchase and renewal of SSL certificates. This included on boarding a new supplier, identifying all current existing certificates on the customer’s estate and working closely with the BAU support team to ensure that the new processes were fit for purpose. Show less Contract: Financial Conduct AuthorityResponsible for ensuring license compliancy on 200+ software products.Working closely with project teams to ensure that correct software is purchased and where possible licenses are re-used appropriately.Responsible for managing a physical and electronic Definitive Media Library (DML)Provide standard monthly and ad-hoc customer facing and internal reporting.Responsible for managing software licensing incident and change stacks.Management of software procurement both through internal supply chain and direct vendor contact.Working closely with internal contract renewals team and customer vendor management team to ensure correct support renewals are taking place.Maintained a stable BAU SAM service during an estate wide technical refresh including adapting existing processes and the introduction of new toolsets. Show less Contract: Financial Services AuthoritySupervising a team of 26 first line technical support agents on an IT service desk for the FSA. Providing regular feedback and KPI updates to assist in staff progression.Responsible for making sure contracted SLAs are met on both telephone and email contacts. Acting as first point of escalation for end user issues and seeing them through to successful completion. Providing support for Microsoft Office products, as well as various bespoke applications. Also carrying out work on user account permissions within Active Directory.Responsible for providing training to members of staff on the service desk and also the out of hours support team in Wakefield.Documenting service desk processes and procedures. Writing work instructions and training material for new and currently supported applications. Managing and administering the service desk knowledgebase.Played a key role in transitioning the service desk from the customer site in Canary Wharf to Fujitsu offices in Foots Cray as well as the implementation of a new call logging system. For this I won awards from the director of customer services and the project manager.Played a major role in transitioning the desk from Foots Cray into Stevenage which included training 26 new front line agents.Helping management in interviewing and selecting new members of staff.Working with the project team in the implementation of new services. Show less

  • Service Deliver Manager (VME)

    Feb 2022 - now

  • Service Delivery Manager

    Aug 2019 - Feb 2022

  • Service Transition Manager

    Mar 2015 - Aug 2019

  • Software Asset Manager

    Sept 2014 - Mar 2015

  • Service Improvement Manager

    Nov 2013 - Aug 2014

  • Software Asset Analyst

    Oct 2011 - Nov 2013

  • Product Support Engineer

    Apr 2007 - Oct 2011

  • Helpdesk Supervisor

    Apr 2006 - Apr 2007

  • Customer Service Technician

    Dec 2004 - Mar 2006