ITSM Consultant

• Sep 2023 - Present

Interim Service Management Director (Consultant)

• Mar 2023 - Sep 2023

Responsible for all ITIL operational and transition practice governance and delivery, ServiceNow platform, SAM, VMO and Service Desk utilising an offshore service provider to provide these services Responsible for all ITIL operational and transition practice governance and delivery, ServiceNow platform, SAM, VMO and Service Desk utilising an offshore service provider to provide these services

IT Service Operations Director

• Jun 2014 - Mar 2023

Responsible for Service delivery (ITIL functions incident, problem, change, service acceptance, supplier management, (£50 million combined contracts), tech workplace (deskside) services, service desk, user admin, desktop engineering. My team currently consists of 130 internal and external resources. JLL EMEA has a 15000 user base.Won the 2018 Transformation & Improvement award from the SDI.

EMEA Service Delivery Director

• Jun 2014 - Oct 2015

Client Service Desk & Delivery Manager

• Jul 2013 - Jun 2014

- Created Service Desk function from scratch. - Day to day management of all Incidents, Service Requests and Changes. - Implemented ITIL aligned Incident, Problem and Change Service Management tool single handily. - Implemented ITIL aligned Incident, Problem and Change processes and procedures including education sessions for stakeholders. - Customer Relationship management between RVS and external client COO. - Conduct regular service reviews with external client COO. - Providing Service management reporting such as SLA’s, KPI’s and trend analysis to internal COO and external client COO. - Vendor management of infrastructure service providers. Ensuring vendors provide a first class service to the company and meet contractual obligations. - BCP implementation and testing. - Driving cost reductions at every opportunity. Show less

Service Delivery Manager

• Feb 2012 - Jun 2013

Customer Relationship/Service Delivery/ITIL/3rd Party Vendor Management/Incident & Problem Management. Specialise in Service desk, Desktop & Infrastructure services. - Vendor management of all customer facing outsourced services. These include Service desk, Desktop, Application Packaging, Incident and Problem Management. - Customer Relationship management between the business, IT and service providers. - Ensuring vendors provide a first class service to the business and meet contractual obligations. - Ensuring vendors adhere to security and audit policies. - Escalation point for VIP’s and PA community. - Driving cost reductions at every opportunity. - Providing management reporting such KPI, Metrics, SLA and staff satisfaction surveys results to show level of service. - Hold regular service reviews with business heads. - Ensuring vendor governance is adhered to such as account, service and operational reviews. - Chair daily application and Infrastructure status meeting. - Highlighting risks where necessary. - Project management relating to internal Infrastructure and service provider involvement. - Continuously driving service improvements. - Service Introduction - Service Transition to new data centre. Show less

European IT Support & Service Delivery Manager

• Feb 2008 - Nov 2011

Managing a team of 16 x 3rd party Service desk and 9 x Desktop analysts supporting the global estate of 3000 users. - Provide 1st line remote support for all global users via an outsourced vendor. - Providing onsite support for London and remote support for Kent, Geneva, Zurich, Amsterdam and Paris sites. - Responsible for staff appraisals and any disputes\disciplinary actions whilst liaising with HR on all elements of staff management for internal staff. - Overseeing staff development for all members of the team. This involves, training plans, personal development and ultimately career development. I have policy of recruiting and promoting junior staff therefore reducing costs and providing staff career incentives. - Responsible for all staff recruitment. - Overseeing shift rota and staff absence to ensure there is always appropriate staff levels. - Responsible for managing 3rd party contractors within 2nd line support teams. I have a proven track record of securing excellent contractors on permanent contracts. - Making costs reductions where possible. External/3rd Party Vendor management - Providing management reporting such KPI, Metrics, SLA and staff satisfaction surveys results to show level of service. - Highlight areas of improvement to vendor either technical or service related that ensure ROI and an evolving service that meets the business needs. - Ensure that areas of improvement are acknowledged and addressed by vendor. - Attending weekly and monthly service meetings. - Ensuring costs are kept within agreed budget and reducing costs where possible. - Highlight any concerns or risks to senior IT management. - Vendor’s main point of contact for complaints, escalations and service changes. ITIL V3 Operations qualified Show less

IT Helpdesk Team Leader/Deputy Desktop Support Team Leader

• Jun 2006 - Feb 2008

IT Helpdesk Analyst

• Mar 2005 - Jun 2006

Managing a team of 16 x 3rd party Service desk and 9 x Desktop analysts supporting the global estate of 3000 users.- Provide 1st line remote support for all global users via an outsourced vendor.- Providing onsite support for London and remote support for Kent, Geneva, Zurich, Amsterdam and Paris sites.- Responsible for staff appraisals and any disputes\disciplinary actions- Overseeing staff development for all members of the team. This involves, training plans, personal development and ultimately career development. I have policy of recruiting and promoting junior staff therefore reducing costs and providing staff career incentives.- Responsible for all staff recruitment. - Responsible for managing 3rd party contractors within 2nd line support teams. I have a proven track record of securing excellent contractors on permanent contracts.External/3rd Party Vendor management- Providing management reporting such KPI, Metrics, SLA and staff satisfaction surveys results to show level of service.- Highlight areas of improvement to vendor either technical or service related that ensure ROI and an evolving service that meets the business needs.- Ensure that areas of improvement are acknowledged and addressed by vendor.- Attending weekly and monthly service meetings.- Ensuring costs are kept within agreed budget and reducing costs where possible.- Highlight any concerns or risks to senior IT management.- Vendor's main point of contact for complaints, escalations and service changes.- Negotiation of major desktop hardware purchases, I have saved the company several thousand with hard negotiation skills.- Daily operational management of desktop procurement.- Quarterly meetings with vendors to discuss performance.- Daily interaction to discuss issues relating to supply chains.- Constant liaison regarding hardware/software lifecycles.. Show less

IT Helpdesk Analyst

• Jan 2001 - Mar 2005

I provided 1st line support to over 2000 users within Barclays Bank. I am the 1st point of contact for all IT related queries and best endeavour to resolve the users problem over the phone.

IT Procurement Co

• Jul 1999 - Jan 2001

Facilities Agent

• Sep 1997 - Jul 1999