Josh Rapley
Group IT Service Delivery Manager at Topps Tiles Plc- Claim this Profile
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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ITIL® Intermediate Certificate - Operational Support and Analysis (OSA)
BCS, The Chartered Institute for ITNov, 2017- Oct, 2024 -
ITIL® Intermediate Certificate - Release, Control and Validation (RCV)
BCS, The Chartered Institute for ITJan, 2016- Oct, 2024 -
ITIL® Foundation Certification - IT Service Management
BCS, The Chartered Institute for ITAug, 2011- Oct, 2024 -
Service Desk Manager
The Service Desk Institute (SDI)
Experience
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Topps Tiles
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United Kingdom
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Retail
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500 - 600 Employee
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Group IT Service Delivery Manager
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Sep 2018 - Present
Accountable for implementing and maintaining best practice ITIL processes to help improve service delivery and customer satisfaction. Lead Service Review meetings with internal stakeholders and key strategic partners to ensure SLA targets are met and identify areas for service improvement. Create a culture of service excellence throughout the IT Service team by ensuring colleagues are motivated and engaged.• Service owner for Incident, Problem and Change Management processes• Align IT Service plan with the group business strategy and goals• Review all data, metrics & customer feedback to determine areas for CSI• Manage IT P&L against budget to ensure zero overspend• Project manage small and medium sized IT and business initiativesKey Achievements• Developed new fit for purpose Service Contracts for Group, Retail and Commercial functions ensuring each contract is aligned to each business’ requirements and IT can deliver agreed service levels.• Created, implemented and documented a robust Change Management process for all IT changes which ensures each change is tracked, assessed for risk and made visible to relevant key business stakeholders.• Designed and implemented a Major Incident process to ensure critical incidents are rapidly co-ordinated and resolved with minimal impact to the business, clear and timely communications are sent to key business stakeholders and a post incident review is undertaken to understand the cause and steps to either avoid reoccurance and/or limit impact.• Introduced an online knowledge base that has helped increase the first time fix rate and simultaneously improved customer satisfaction.
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IT Service Manager
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Jun 2012 - Sep 2018
Building and developing a 10+ member multi-site ITIL Service Desk team of 1st and 2nd Line Analysts and Team Leaders. Identifying and creating individual training and career plans using GAP analysis throughout the team. Accountable for designing, implementing and delivering new processes and procedures to ensure business SLA’s are achieved for 1500+ users across 350 retail stores.• Align Service Desk with the business strategy and goals• Recruit, train and performance manage Service Desk staff• Manage & deliver individual training & career plans• Analyse trends & reports to help reduce incidents• Report to Senior Management business critical issues• Produce weekly/monthly statistics & performance reports• Incident, Problem, Change, Access and Request Management• Act as a further point of escalation• Project manage small & medium sized IT projectsKey Achievements• Designed, executed & managed installation procedure for roll out of new POS system (Microsoft Dynamics NAV 2009) to entire estate.• Project Managed deployment of Apple iPad’s, as part of initiative to increase sales via improved customer experience, to entire estate.• Established and administered Training Needs Analysis database for the IT Department.• Progressed from 1st Line Analyst to Service Desk Manager within 2 years.
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IT Service Desk 2nd Line Analyst
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Feb 2012 - Jun 2012
2nd Line escalation point for all IT technical issues and requests that could not be resolved at a 1st Line level. Kept open calls to a minimum by concentrating on closing calls in line within SLA’s & coaching the 1st Line team to actively increase the percentage of calls closed by them. Ensured company data flow was continuous and any critical issues were reported and dealt with immediately.• Provided 1st & 2nd Line technical guidance to all business users• Developed extensive knowledge of business IT systems & services• Created & maintained IT documentation & FAQ’s• Procured and purchased IT hardware and software• Maintained Asset Database and monitored any changes• Tested fixes and updates for IT Head Office & POS systems
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IT Service Desk 1st Line Analyst
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Nov 2010 - Feb 2012
Provided 1st Line IT technical support to all business users via multiple channels. Logged, categorised, monitored, updated and resolved support calls and requests using the call logging management software. Maintained a high degree of customer service for all IT queries.• Provided 1st Line technical guidance to all business users• Liaised with business users to keep them informed of call status• Built and configured hardware in accordance with guidelines• Escalated unresolved calls to relevant teams in accordance with SLA’s• Provided necessary training and advice to business users
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Education
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2003 - 2005
Lutterworth Grammar School
High School, Information Technology
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