ServiceNow Architect

• Apr 2023 - Present

Company Owner

• 2002 - Present

IT and Business management consultancy. Mainly working on ServiceNow implementations. Areas include service architecture, transition and improvement, process review, design, implementation, transformation and improvement. IT and Business management consultancy. Mainly working on ServiceNow implementations. Areas include service architecture, transition and improvement, process review, design, implementation, transformation and improvement.

ServiceNow Architect

• Aug 2022 - Nov 2022

ITOM and GRC architect for various clients. ITOM and GRC architect for various clients.

ServiceNow Business Analyst / Architect

• Jan 2021 - Aug 2022

Formally known as the Department of Health and Social Care Test and Trace. ServiceNow design, documentation, configuration, testing, training and support for ITSM, ITOM, ITBM, ITAM and CMS including: Agile Scrum Project Management Mobile and Portal Incident / Major Incident Management Problem Management Change Management Service Request CMS (CMDB) Service Improvement Reporting, Dashboards and Performance Analytics Formally known as the Department of Health and Social Care Test and Trace. ServiceNow design, documentation, configuration, testing, training and support for ITSM, ITOM, ITBM, ITAM and CMS including: Agile Scrum Project Management Mobile and Portal Incident / Major Incident Management Problem Management Change Management Service Request CMS (CMDB) Service Improvement Reporting, Dashboards and Performance Analytics

ServiceNow Consultant

• Jan 2021 - Aug 2022

ServiceNow Business Analyst and Architect. ServiceNow Business Analyst and Architect.

ServiceNow ITSM Business Analyst

• Nov 2019 - Mar 2020

Leading Resolutions consultant. Successful company-specific implementation of ServiceNow ITSM processes including Incident / MIM, Problem, Change, and Business Services. Responsible for requirements gathering, design, documentation, training, testing and go-live. Working with internal and external off-shore IT teams. Leading Resolutions is an independent consultancy designed for CIOs to accelerate key initiatives with certainty of outcome. Through our highly experienced and respected consultants, who share our ethical approach, we work across multiple disciplines and reach across the whole CIO agenda – strategy and architecture, digital transition, future-proofed resourcing, project management, service delivery and change management. Our experience spans large-scale projects with world-leading organisations who typically return to us again and again to support their organisational ambitions Show less

ServiceNow Consultant and Service Management Reporting

• Feb 2016 - Nov 2018

Helped create the business case and business requirements for implementing ServiceNow ITSM. Undertook the Business Analysis for the ServiceNow ITSM implementation. Including requirements capture, Foundation Data capture and migration, as well as Service Request, Incident / MIM, Problem, Change and Knowledge Management ITSM process set up. Worked directly with the CIO and Strategic Business Unit COOs to redesign, implement and run all senior IT Service reporting for the firm. Helped create the business case and business requirements for implementing ServiceNow ITSM. Undertook the Business Analysis for the ServiceNow ITSM implementation. Including requirements capture, Foundation Data capture and migration, as well as Service Request, Incident / MIM, Problem, Change and Knowledge Management ITSM process set up. Worked directly with the CIO and Strategic Business Unit COOs to redesign, implement and run all senior IT Service reporting for the firm.

Service Management Consultant

• Oct 2012 - May 2015

Architect and manager responsible for the Service Management design and implementation of the Direct Line Group service desk and application migrations from the Royal Bank of Scotland. Roles performed: 1. Design of the multi-vendor ITIL aligned Service Integration and Management Target Operating Model within a Multi-Sourced, Multi-Tower structure. 2. Implementation, testing and go-live of processes for the new Computacenter outsourced Service Desk 3. Service architect for the migration of all applications from RBS to the new Capgemini outsourced datacentre Key responsibilities include: strategic service architecture design and planning; multi-vendor support model implementation; ITIL based process life-cycle implementation; tools intergration; relationship management, communications, document management and training. Show less

Games Maker

• May 2012 - Sep 2012

A volunteer car driver for the "Olympic Family" athletes and officials. A volunteer car driver for the "Olympic Family" athletes and officials.

ITIL Consultant

• Dec 2004 - Sep 2012

Pre-sales and project consultant. Senior ITIL Consultant providing ITIL Subject Matter Expertise, Project Management, definition, design and implementation. Manager and adviser to numerous global ITIL lifecycle implementations including Capacity, Availability, Service Request, Incident, Problem, Change, Asset & Configuration, Release and Service Level Management processes and the Service Desk function. Pre-sales and project consultant. Senior ITIL Consultant providing ITIL Subject Matter Expertise, Project Management, definition, design and implementation. Manager and adviser to numerous global ITIL lifecycle implementations including Capacity, Availability, Service Request, Incident, Problem, Change, Asset & Configuration, Release and Service Level Management processes and the Service Desk function.

Service Management Consultant

• Jul 2011 - Jan 2012

Undertook service architecture reviews and stability focused CSI improvements for, Service Reporting, Incident, Problem, Change, Release and Test management. Developed and presented Incident and Problem Management user training presentations and workshops. Undertook service architecture reviews and stability focused CSI improvements for, Service Reporting, Incident, Problem, Change, Release and Test management. Developed and presented Incident and Problem Management user training presentations and workshops.

Service Management Consultant

• Nov 2009 - Jun 2011

Worked on three separate assignments. 3. Service Transition. • Reviewed the release management and testing for Cash Equity IT Fidessa releases. • Upgraded the Release and Test Strategies. • Created new Release Plan and Test Plan templates to be used for all future releases. 2. Capacity Management and Testing. • Reviewed the Capacity Management and Testing process maturity and implementation for Equity Finance IT. • Created gap analysis and improvement recommendations. • Analysed current infrastructure capacity usage and upgrade options. 1. Capacity Management. • Established a new global Capacity Management function and processes for the client. • Designed agreed the process governance structure. • Hire a small core Capacity Management team. • Designed the Capacity processes based around Business, System and Component level performance management and capacity planning. • Working with front office asset classes (including FX, Rates, Equities, Futures and Fixed Income), middle office and back office functions to help them gather their capacity requirements. • Designed and currently implementing a Capacity Management certification process for all releases of “flagship” key business functions – this will involve reviewing over 100 releases during 2010. • Created and populated a SharePoint site to hold all process, project, metrics and reporting information. • Working on the implementation of capacity / performance monitoring tools such as Netuitive and ITRS Geneos and the creation of a simple Capacity Management Information System (CMIS). Show less

Configuration Management Consultant

• Jun 2008 - Jun 2009

•Reviewed the existing Configuration Management implementation and user requirements and recommended a refresh programme of work based on ITIL V3 principles. •Subject Matter Expert responsible for a team advancing the Configuration Management System and process from predominately data entry to a point where it provided information of true value to the business and to other ITIL based processes. •Transformed a disparate set of wish-list “to do” items into a coherent “Book of Work” focused on agreed (budgeted) business and IT needs. •Implemented the BDNA software to gather wide-ranging configuration data to support the datacenter outsourcing project and to confirm the accuracy of the exiting CMDB data. •Redesigned the Configuration Management process and represented it on the Target Operating Model (TOM) design committee. Also contributed towards the design of other TOM processes. •Represented Configuration Management at the initial datacenter outsourcing meetings. Show less

ITIL Service Management Consultant

• Jan 2007 - Dec 2007

•12 month assignment based in Chicago and London. •Acted as the Project Manager, Subject Matter Expert, mentor etc. for the introduction of ITIL globally. •Defined the project scope and implementation plan. •The processes and function focused on were a single point of contact Service Desk, Incident, Problem, Change and Service Level Management. •Created template ITIL processes and other artefacts (e.g. a standardized major incident form), training and communication plans etc. •Created and chaired a global senior management Steering Committee. •Beginning in Chicago I gradually expanded the ITIL implementation to the rest of the Americas, Europe and AsiaPac. •The main challenge faced on this assignment was that the company was a rapidly growing group of semi-independent trading desks / departments who had never had to work together globally. They also had no internal understanding of ITIL principles such as the difference between Incident and Problem Management. •As they had no common Service Desk system I designed and oversaw the development of an ITIL-style version of the JIRA development bug tracking system they were using. •Achievements included: oGaining a common understanding of the need for good service management across all locations and all layers of IT staff oA vast increase in the availability so system through the reduction in the number and impact of production failures caused by poor or non-existent Change Management oThe recognition of Problem Management as a separate activity from Incident Management; oThe use of standard Incident reporting and escalation oThe introduction of monthly service reports and discussions with the users oMovement towards common service desks and better communication between different locations. •Additionally I worked on a Capacity Management review of five of their most critical systems and created process recommendations and an implementation project plan. Show less

ITSM (ITIL) Consultant

• Jul 2005 - Nov 2006

•18 month assignment based in Rhode Island and Austin, Texas. •Project Manager, Subject Matter Expert, and Trainer for the introduction of ITIL processes. •Created the Project Implementation Document and agreed it with the CIO and senior IT managers. •Built a team of ITIL Process Owners for Service Desk, Incident, Problem, Change, Release, Configuration Capacity, Availability and Service Level Management. •Organized ITIL training courses and awareness communications; leading a series of process development workshops. •A major component of the role was to provide ITIL subject matter expertise and mentoring to the process owners. •Reviewed the existing Service Desk tools and lead the team evaluating new (ITIL-based) Service Desk tools. •Assisted the CIO in contract negotiation. BMC Remedy was chosen, purchased, customized and implemented. Show less

Vice President Global Debt Application Development

• Jul 2000 - Nov 2001

•Directed Global Debt application development and support with over 50 direct and indirect reports. •Focused on FX and FX Options Internet application development and deployment. Straight through processing for DrKW traders and for their clients. •Managed the external supplier relationships and purchasing. •Evolved and piloted a project management development cycle based on Extreme Programming techniques. •Contributed to senior business and IT strategy. •Led and attended development off-sites focusing on global team building and improving the coordinated deployment of Internet software. Software used included Microsoft .Net. Show less

Assistant Director Head of Programme Control / Service Planning & Implementation and Change Control

• Jul 1997 - Jun 2000

Previously Natwest Markets / Greenwich Natwest •Implemented and managed a Remedy Change Control Process which resulted in IT infrastructure implementation change problems being reduced from 20% to 0.5% and significantly increased the availability of business systems. The Process improved change reliability, increased IT Operational Risk control, and met IT audit requirements. •Designed and wrote a Tracking System which globally replaced 18 application development Problem, Issue and Enhancement systems. It used a JAVA web-based Remedy Action Request System and Crystal Reports. It included ITIL style: UAT testing; source code control; change management; and synchronized rollouts. •Chaired the Production Control committee. Responsible for globally coordinating all teams involved in migrating software or infrastructure into production including co-ordination with the retail bank. •Managed the Remedy Problem, Change Control, and Tracking Systems, handling 15,000 calls per month. •Prince II IT project management and infrastructure consultant to the HR department. Key member of the PeopleSoft Human Resources application implementation. Show less

Vice President IT

• Nov 1988 - Jun 1997

European Technical Operations Manager (Production Control) •European Head of Production Control. Focused on keeping the business in business. Concurrently managing 3 European-wide Service Management and Computer Operations departments of up to 25 people with a budget of over $5m. Responsible for identifying and resolving all production problems and ensuring the availability of all systems including Equities, Fixed Income and commodities. •Developed and improved the reliability and availability of Equities, Fixed Income, Commodities, Asset Management, and Back Office systems. Improved the reliability and cost-effectiveness of PCs, minis and mainframe applications, UNIX System Administration, Sybase DBA, and Network Operations. Managed the relationship with external vendors, exchanges and regulatory bodies. •Developed the backup and data recovery strategy. •Reviewed the use of Technology Problem Help Desks globally. Designed and wrote ITIL-style Remedy ARS based software to implement the recommendations. Installed it for the Frankfurt and European Help Desks. London Offsite Data Centre Manager •Managed the creation of the disaster recovery London Offsite Data Centre from its inception to live in a record time of 6 months. Worked with a disparate team of specialists to specify, design and construct the facility. Managed the IT budget and controlled the equipment located there. Member of the Global disaster recovery planning team. Internal IT Auditor •IT Audit applying company, industry and risk management and technical knowledge. Project Manager •Reviewed and vastly improved the performance of the Equities settlement system. •Head of the European Fixed Income and Commodities IT application development and support teams. •Equities, Equities Swaps, Stock Borrow / Loan, Japanese Warrants and Fixed Income trading and reporting systems. •Reviewed and recommended the banking package used in the Goldman Sachs Swiss Bank Zurich office. Show less