Simon Berry

Experience

• 

  CSC

  Oct 1999 - Jul 2012

  Service Manager - Responsible for Citrix application delivery service, using Softgrid virtualisation technology with over 100 servers serving approx 6500 users. Responsible for service delivery, continuity and continuous service improvement activities including governance and change boards, service forums with business and IT customers and end users. Producing reporting metrics for the service. Involved in / responsible for various ITIL processes for the service, including incident, problem, change, release, config, capacity, availability management and root cause analysis. Driving service restoration teams for high severity incidents. Provided bid input for new service offering for 16000 users. Recognised as one of top 60 leaders in CSC on the BAE Systems account. Received BAE Systems Chairman’s award in 2009 for service to RAF Bases. Service Delivery Manager (Nov 2010 to Nov 2011) – Responsible for all aspects of IT service delivery to BAE Systems users on RAF bases. Deputised for Business Group SDM in his absence. Show less Operations Manager in a busy Service Desk environment - Managed 40 staff in 5 technical support disciplines – desktop, email, security, software delivery and internal support. Responsible for incident and service request management, and associated SLA achievements for the functions on the BAE Systems, Selex, Spirit and MBDA accounts. Defined Tier 2 technical strategy, with focus on cost reduction and maximising performance and productivity, whilst maintaining a positive team culture and ensuring customer satisfaction. Managed staff pay rises. Implemented KRAs, KPIs and OLAs.Service Manager (to Feb 2007) – Managed account administration service. Responsible for service delivery, continuity and improvement. Interfaced with Service Managers and IT clients on BAE Systems account. Reported service metrics and SLA figures, and ran service improvement activities to improve the service. Received CSC Presidents award in 2005 for setting up the service. Show less Managed a team of 17 desktop support engineers, duties of which included - assigning calls and delegating tasks, deputising in manager’s absence, following up complaint calls and resolving difficult situations escalated by team members. Designed and implemented rotas and spreadsheets, as well as call reduction action plans. Organised and attended meetings and conference calls. Performed staff appraisals. Arranged and conducted interviews. Dealt with any staff related HR issues. Oversaw and performed testing to ensure smooth transition of new sites being accepted into support by Preston desktop. Acted as a contact for technical queries within the team Show less

  • Service Manager / Service Delivery Manager

    Sept 2008 - Jul 2012

  • Operations / Service Manager

    Apr 2005 - Sept 2008

  • Desktop Support Team Leader

    Jan 2002 - Apr 2005

  • Desktop Support Engineer

    Oct 1999 - Jan 2002
• 

  Hill Dickinson LLP

  Nov 2012 - Dec 2015

  Leading and managing the front line services, including Service Desk; an IT Learning (training) team; Change/Release and Asset Management functions. Emphasis on strategy definition and implementation for these areas. Forging and managing customer relationships within a Service Delivery context. Heading up Service Operations, consisting of a Service Desk comprising of 1st and 2nd line teams, and a 3rd line and infrastructure support team

  • Head of IT Support & Learning

    May 2014 - Dec 2015

  • Head of Service Operations

    Nov 2012 - May 2014
• 

  Freshfields Bruckhaus Deringer

  Jan 2016 - Dec 2017

  Service Operations Manager

  Senior Manager position, built and heading up an IT Service Operations team based in Manchester, responsible for the firm-wide (global) management, maintenance and reporting on all activities within the Service Operations remit.Full responsibility for Change, Release, Problem, Configuration, Major Incident with associated Root Cause Analysis, and setup of a new IT Disaster Recovery process/function considering Business Continuity Planning elements within a wider firm context.Overseen and led outsourcing of the IT testing function, negotiating a 3 year contract with an external testing partner. As of June 2017 took on responsibility for a team of 24x7x365 operations support and monitoring engineers, globally based across Asia, US, UAE and UK Show less

• 

  Leidos

  Feb 2018 - now

  Responsibilities include those described in Senior SDM role as per below, plus in addition:Lead SDM for a portfolio of contracts, responsible for National Highways support contract (from May 2021 - £2M TCV), and portfolio of software support contracts across multiple airports (£5M+ TCV).Writing proposals and delivering on contract growth including contract extensions and change requests.Responsible for full financial performance, including associated reporting and governance activities. Show less Worked in an outsourced environment, responsible for all aspects of service delivery into multiple airport customers including major incident, problem, change, release, CSI and service reporting. Managed multiple, senior stakeholder relationships in customer base.Responsibility for financial performance and meeting contractual obligations of assigned contracts.Supported business critical, 24x7x365, enterprise software solutions.Managed and tracked pipeline of work into customer portfolios, e.g. change requests / small projects.Prioritisation and matrix management of DevOps and developer teams’ output to ensure customer priorities were met with regards to break/fix, software releases and upgrades to live systems.Ensured releases were tested using risk-based testing approach, and appropriate UAT was undertaken.Created and ran problem SIP to reduce backlog and improve overall process, successfully concluded.Managed clean contract exits for 8 separate customers, with positive feedback regarding support and professionalism.Turned around red program to green status, through tight cost management and various account stabilisation activities.Zero service credit penalties on any accounts during tenure. Show less

  • Service Account Manager

    Jun 2023 - now

  • Service Delivery Lead

    Jan 2022 - Jun 2023

  • Senior Service Delivery Manager

    Feb 2018 - Dec 2021