IT Service Delivery Analyst

• Jun 2020 - Present

• Participate in the implementation of ServiceNow ITSM toolset into Greensill• Co-ordinate activities necessary to drive and respond to reported Incidents / Service and Change Requests, to ensure they are accurately recorded and driven to the appropriate resolver team within the ITSM toolset to agreed SLA’s.• Ensure ticket quality and minimum data set are met • Prevent ticket bouncing between teams • Actively manage the monitoring and resolution of stalled or breached incidents… • Participate in the implementation of ServiceNow ITSM toolset into Greensill• Co-ordinate activities necessary to drive and respond to reported Incidents / Service and Change Requests, to ensure they are accurately recorded and driven to the appropriate resolver team within the ITSM toolset to agreed SLA’s.• Ensure ticket quality and minimum data set are met • Prevent ticket bouncing between teams • Actively manage the monitoring and resolution of stalled or breached incidents • Drive the resolution of any ageing backlog of tickets • Ensure the Technical Specialists / Resolver Teams adhere to incident, problem and change management guidelines • Ensure Technical Specialists are updating and working tickets in a timely manner to assist in meeting customer Service Level Agreements • Identify multiple incidents for a server/service so that all calls are passed to the same Technical Specialist to reduce potential for duplicate effort • Identify and prioritise any high severity incidents and escalate to the IT Service Delivery Manager. • Ensure effective and rapid response to Major Incidents • Ensure that Problem tickets are raised for high severity incidents that require a Root Cause Analysis.• Work with resolver teams to give assistance and guidance around the Problem Management process.• To develop MI reporting and dashboards within the ServiceNow toolset.• To provide daily, weekly and monthly SLA MI reporting dashboard.• Builds working relationships with other teams to ensure good cross team working. • Manage peaks and troughs in activity to ensure our customers receive service excellence in their dealings with the Service Desk.• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process • Ensuring that standards and processes are implemented and adhered to across the business. Show more Show less

Business Operations Centre Coordinator

• Nov 2018 - Feb 2020

• Management and co-ordination of incidents, problems and requests for designated clients • Give advice to the Technical Specialists with regards to incident, problem and request management guidelines • Ensure Technical Specialists are updating and working tickets in a timely manner to assist in meeting customer Service Level Agreements• Ensure effective and rapid response to Major Incidents • Review and recommend, as appropriate, changes to support processes to ensure… • Management and co-ordination of incidents, problems and requests for designated clients • Give advice to the Technical Specialists with regards to incident, problem and request management guidelines • Ensure Technical Specialists are updating and working tickets in a timely manner to assist in meeting customer Service Level Agreements• Ensure effective and rapid response to Major Incidents • Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process• Production of daily, weekly, monthly and yearly customer and management reports• Work closely with the Service Delivery Managers • Attend regular customer calls • Be a point of contact for any customer escalations Show more Show less

Cloud Services Workflow Co-ordinator

• Aug 2013 - Oct 2018

Business Support Officer

• Mar 2008 - Jul 2013

Internal Account manager (Networks)

• Jan 2007 - Jan 2008

• Production of all Networking Quotations for SCC (Cisco, Nortel, 3COM, HP, Riverbed, Motorola (Symbol), Extreme, F5) within agreed SLA• Liaise with suppliers to gain best price/lead time and to gain knowledge of any pricing promotions or Public Sector schemes• Liaise with SCC Account Managers to discuss margin requirements and give advice with regard to competition• Liaise with 3rd Party Pre-sales companies with regard to Tender responses and produce quotations for Consultancy /… • Production of all Networking Quotations for SCC (Cisco, Nortel, 3COM, HP, Riverbed, Motorola (Symbol), Extreme, F5) within agreed SLA• Liaise with suppliers to gain best price/lead time and to gain knowledge of any pricing promotions or Public Sector schemes• Liaise with SCC Account Managers to discuss margin requirements and give advice with regard to competition• Liaise with 3rd Party Pre-sales companies with regard to Tender responses and produce quotations for Consultancy / installation etc• Produce reports with regard to number of quotes, value, and margin each week and analyze data to show any trends• Produce quotations and process registrations for Cisco support contracts (Smartnet)• Resolve queries with deliveries or invoicing as and when required Show more Show less

Engagement Customer Operations Specialist

• Feb 2005 - Dec 2006

• Maximise the HPS business financial performance through financial reporting & control at the engagement level• Control & manage end to end financial and administrative transactions from bid to engagement closure. (includes: pre-sales support, approval checks, order entry, cost & revenue recognition, forecasting support, margin tracking, customer invoicing processes, inventory management, balance sheet reconciliations, third party vendor processes, accounts receivable support, overall… • Maximise the HPS business financial performance through financial reporting & control at the engagement level• Control & manage end to end financial and administrative transactions from bid to engagement closure. (includes: pre-sales support, approval checks, order entry, cost & revenue recognition, forecasting support, margin tracking, customer invoicing processes, inventory management, balance sheet reconciliations, third party vendor processes, accounts receivable support, overall engagement administration & engagement financial reporting)• Provides engagement financial information & analysis to the Project Manager, GBU management & the customer• Acts as an advisor & consultant to the PM on engagement financial & administrative processes• Advises the PM on progress & issues, providing early visibility of potential problems• Maintains and is responsible for high standards of business controls. Manages project file retention• Works closely with the Project Manager & project team, Finance, GBU Operations & EPMO to ensure a successful project and a delighted customer Show more Show less