Paul Paterson

Experience

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  Ferranti Technologies Ltd

  Aug 1986 - Aug 1990

  Mechanical Technician Apprentice
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  GEC Marconi

  Jun 1990 - Jun 1994

  Computer Operator

  VAX/VMS computer operator in GEC Marconi drawing office.

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  BAE Systems

  Jun 1994 - Apr 2001

  Wintel Engineer

  2nd Line support engineer responsible for the Installation and Configuration of Novell and Windows NT Servers/Workstations, Server administration and Technical troubleshooting/fault resolution.

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  CSC

  Apr 2001 - Dec 2016

  Responsible for delivery of IT services to multiple clients across the UK and EMEA. My role profile included:* Provide leadership and direction for all technical resources in support of the delivery of all IT services, building a strong leadership and technical team, closely following the ITIL framework.* Management of Service Level achievement, Client Satisfaction and Productivity.* Initiation and management of service improvement plans.* Supported the development of new business proposals.* Manage relationships with 3rd party service providers and suppliers.* Management of the cost base including resource demand forecasting and planning.* Driving continuous service improvement and efficiency.* Providing support and governance to all projects as well as the transformation within the IT infrastructure, reviewing proposals and technical solutions.* Management of technical changes and associated business risk. Show less Responsible for the platform operations of multiple clients in the Manufacturing and Finance sectors in the UK. My role profile included: * Directed all operational aspects of IT project & service delivery for each client.* Directed the delivery of all leveraged services from the IT Service Centers to the client.* Responsible for development, adoption & adherence of operational processes.* Responsible for ensuring management of leveraged service costs.* Responsible for the assurance, integration and acceptance of all solutions, strategies and services for both new business/projects and existing services to each client.* Tactical and strategic technology and service plans in support of each client.* Governance and structures required to support the delivery and management of services to agreed specifications and service levels.* Cost budgets and the effective management thereof.* Procedures and Standards in support of project and support services.* Operational Risk Register for the client account.* Daily, Weekly, Monthly and adhoc operational reporting* Operational remediation plans Show less * Responsible for managing 26 Wintel support engineers across the UK, creating a culture of motivation and providing support to ensure best possible performance and achievement of targets * Working closely with Incident Management personnel to efficiently resolve a wide range of incidents and leading the resolution of major incidents through to a positive conclusion * Performing comprehensive problem management and conducting in depth route cause analysis of major incidents to minimise recurrence * Producing major incident and SLA delivery reports per occurrence and on a monthly basis * Carrying out infrastructure patching and transferring work resulting in significantly lower cost centres * Liaising effectively with Service Managers and Service Delivery Managers on incidents/requests impacting on their business group or technology * Collaborating with Solution Architects to ensure proposed solutions are fit for purpose and supportable in production environments * Working directly with peer teams across Networks, Storage, Security and App support to promote Wintel standards and ensuring the compliance of planned work activities * Managing the cost pools that are associated with the accounts to ensure the achievement of budgets and optimisation of cost efficiency * Devising and developing individual development plans for engineers in accordance with wider organisational requirements * Implementing effective Service Improvement Plans as part of a commitment to the continuous improvement policy and in order to reduce costs Show less

  • Service Delivery Manager

    Aug 2014 - Dec 2016

  • IT Operations Manager

    Jun 2010 - Aug 2014

  • Platform Support Team Lead

    Apr 2007 - Jun 2010

  • Wintel Team Lead

    Apr 2001 - Apr 2007
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  Sopra Steria

  Jan 2017 - Sept 2021

  Service Manager
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  Atos

  Sept 2021 - now

  Service Delivery Manager