ITSM Consultant

• Mar 2022 - Present

Service Delivery Manager

• Nov 2018 - Present

Service Delivery Manager

• May 2018 - Nov 2018

Service Delivery Manager

• Oct 2017 - May 2018

Tower Collaboration Manager

• Jul 2017 - Oct 2017

I joined Capita on a contractual basis to assist in the DVSAs transition to an in house service. It was my responsibility to ensure that Capita SIAM delivered a service that met the DVSAs needs during the transition to in-house IT support. I provided the DVSA with a single point of accountability for the relationship and delivery of all contracted Service Tower operational services. This included all SIAM escalations. I also provided reports and SLA statistics for Capitas service review meetings with the DVSA, ensuring the data met the needs of the client. Show less

Service Desk Manager

• May 2016 - Jun 2017

I managed a team of three Service Desk Analysts and five Second Line Engineers. I managed the support staffs performance, ran and analysed reports on performance statistics and ticket quality, as well as held regular 1-2-1s and appraisals and aided with the analysts training and development. I also delegated priority incidents and requests to ensure the team adhered to SLAs. I purchased new IT equipment required for the business from various suppliers in order to be cost effective and to work within the IT budget. I implemented multiple new processes to improve the service we provided to the business and assisted in purchasing and rolling out a new Service Desk call logging system and self-service portal. Show less

Major Incident Manager

• Apr 2014 - May 2016

At Capita ITES I was responsible for managing high priority incidents across 110 clients, including a large range of businesses such as insurance and finance companies, local government, the Ministry of Defense and a major media outlet. I engaged Resolving Teams and coordinated trouble shooting and technical work, often through conference calls to ensure the incidents were resolved promptly and within defined SLAs. I gathered detailed information on all resolution actions taken and root causes in order to write Major Incident Reports and Problem Management Handovers. The ultimate aim was to permanently rectify any reported issues and reduce the overall volume of major incidents. I worked very closely with Problem and Change Management as well as our clients to ensure all remediation actions were carried out and successful. Show less

Service Desk Team Leader

• Sep 2011 - Apr 2014

As the Group Service Desk Team Leader I managed 15 members of the team spread across Nottingham, Southampton and Guernsey offices. My duties included carrying out regular 1-2-1s, performance reviews, helping team member’s development and ensuring we met incident SLAs. I created many improvements to the Service Desk operations, including introducing call quality and performance management via reporting. I also helped in streamlining the weekly and monthly board reports. Every quarter I took on new projects which included writing 1st Line procedures that brought them in line with ITIL practices, a training pack for new starters and setting up regular support meetings for remote workers who otherwise would not have an IT easily available. I also managed incidents of all priorities to ensure the team met the SLA targets and ran major incidents by arranging resources and chairing conference calls. Show less