IT Service Provision Manager

• Oct 2021 - Present

Service Deliver and Global Change Manager

• Jan 2020 - Sep 2021

Focused on the day-to-day running of Change Management, whilst leading the global alignment and development of Change across 3 regions (EMEA, North America, and OCEANIA). A permanent role as part of the EMEA IT Service Management team with a primary focus on change management, which evolved to be a global role following alignment based on key ITIL methodologies and using ServiceNow as the platform to support those processes:• Run and manage CAB• Define and develop change metrics (KPI’s CSF’s, etc)• Develop Change reporting• Introduce and develop the forward Schedule of change on a global level• Lead the global alignment of the change management process (identify gaps, adopt improved ways of working, etc)• Maintain the change policy and process• Define and document change management subprocesses• Communicate key changes to business stakeholders at multiple levels in different lines of business• Introduce a change freeze standard• Act as a Major Incident Manager• Improve and develop the ServiceNow offering to better support the process and reduce manual overheads• Support the incident and problem leads in developing their processes• Work with the Business Relationship management team to provide monthly reporting, support and feedback around change and incident management• Attend senior business stakeholder meetings to represent IT• Create a change improvement plan• Lead a team across multiple time zones and regionsIn addition to performing the role of a Major Incident manager supporting the incident and problem processes managers.

IT Change Manager

• Jul 2018 - Jan 2020

A 12 month contract to implement ITIL change management and other Key ITIL processes such as incident management, problem management and asset management, whilst also developing BAU capabilities in readiness for a large transformation piece of work to be delivered in 2019:•Introduce Key ITIL functions, predominantly Change Management, but also Incident & Problem Management as well as Asset, SLA, KPI & Vendor management etc.•Working with the technical team Design & Develop the ITSM tool from the ground up in order to support the Processes•Define training methods and provide training schedule•Set out a roadmap to integrate with the business and overall IT transformation plans•Create and provide communications to the business and support teams•Develop and define CMDB and CI items•Develop relationships with key stakeholders around the business to understand the benefits of the new implementation •Audit key 3rd party supplier•Setup & provide regular reporting•Provide post go live support and feedback.•Design & develop the ITIL change function within the ITSM tool Sunrise.•Implement service reviews for various Business units•Introduce, run & manage the change advisory Board (CAB)•Introduce Post Implementation Reviews for unsuccessful Changes & caused service impact•Set-up & run Process Working Groups to review the overall processes for Change, problem & incident management•Involved with the implementation of the 3rd party Security Opes Center•Report to senior stakeholders on a variety of areas from change to security•Run & manage major incidents and provide reports•Create Major incident, Incident, problem & Change management process documents & policies.•Create/Provide presentations around ITIL key concepts & benefits of adopting•Engage a varied stakeholder group from analyst level to senior directors•Initiate, monitor & track Continuous Service Improvements

ServiceNow Implementation & Integration manager

• Apr 2017 - Jan 2018

Initially returned for a 2 month period to help with the implementation and integration of ServiceNow, to replace only the ISM tool for shared services used primarily by the US part of the business, however this was extended further to support the transformation and repatriation of the UK business as it repatriated it’s service and functions from an outsourced provider, which included moving from their tool to the global standard of ServiceNow:• Define the service catalogue• Work with the Asset manager to build and develop the CMDB• Work with the US to integrate and replace their Service Management tool• Create an integration plan with Gant chart, RAID log and action plan • Confirm and define users, support groups and approval groups• Define and Develop reporting criteria• Work with Incident, problem and change service managers to define current and future processes with gap analysis• Define training methods and provide training schedule• Build a roadmap to integrate with the UK IT transformation plan• Create and provide communications to the business and support teams• Develop and define CMDB and CI items• Develop relationships with key stakeholders around the business to understand the benefits of the new implementation • Provide post go live support and feedback.• ServiceNow SME • Provide software information about current software for licencing purposes• Work with multiple areas within IT to integrate and develop processes to support and be supported by the ServiceNow implementation.• Change Management - create, develop and document a post transformation change management structure including the process, policy and work instructions documentation• Manage and maintain the transformation/repatriation plan for all areas related to ServiceNow, inc

IT Service Governance Consultant

• May 2015 - Oct 2016

The IT Service Governance Consultant Role was a relatively new and largely undefined role, which initially involved working with a single 3rd party to whom the IT service had largely been outsourced and involved working on the UK, Ireland contracts as well as managing the invoice and feeding into the budgetary planning & forecasting. The role grew to include management & tracking of lean saves, software management, additional 3rd party supplier management & engagement as well as Request for Proposal (RFP) queries around IT. Other aspect of the role included (but nott limited to) the following:•Manage main supplier contract with US based vendor management team to deal with amendments, letters of disputes, renegotiation, SLA credits, gap analysis of Spanish to UK IBM contract. •Track, manage & report commercial changes and developments within IT.•Organise & attend various service meetings including Governance & service reviews, commercial, Risk & Software management•Respond to RFP's & Create a database of stock responses for IT, to allow for greater consistency in responses, to save time and remove single point of failure.•Identify cost/LEAN saves and ensure Target for IT is achieved•Project engagement, consultancy & support e.g. work with projects to ensure new suppliers are on-boarded correctly.•Manage communications to the business from suppliers regarding major incidents, release & maintenance windows•Create & manage a software purchasing process, CMDB specifically for software.•Raise Purchase orders•Document all software media and create a process for accessing the media after also working with other departments to use secure storage requiring two factor authentication plus sign out and authorization to access. •Manage new suppliers – service reviews, process improvements, documentation•Service Level management•SharePoint Development & Maintenance•IBM Service Governance, customer satisfaction, IT operational risk management, RFS Governance

Service/Supplier Performance Manager

• Apr 2014 - Oct 2014

The Service/Supplier Performance Manager (SPM) role involved working in an outsourced operating model liaising with business partners and 3rd party support, the role was accountable for ensuring internal and external Service Providers met contractual operational service and project delivery commitments as defined in the contracts.• Managed Service providers to achieve expected outcomes from the services through planning and communicating demand forecasts, ensuring service capacity is available as required • Address defects or failure to deliver to contract, specification, budget or service level. • Works closely with Business Partners to support the negotiation of delivered Service Level Agreements (SLA); ensuring that they are implemented and met. • Ensure that all Service Management processes, Operational Level Agreements (OLA’s) and Underpinning Contracts (UC’s) are appropriate for the agreed service level targets. • Monitors and report on all service levels aligned to complex customer business areas.• Key interface to the nominated business area for IS service related issues• Develop and maintain relationships with 3rd party suppliers• Create and build stakeholder relationships in an area where these were not known• Work with other SPM’s and service owners to improve service standards and redefine the contract• Remap applications to the correct business area to ensure clear lines of responsibility and communication.• Work with business partners to identify high impacting issues to be resolved with 3rd party suppliers• Work with the Major incident managers in resolving high severity incidents• Communicate and with key stakeholders and manage expectations• Provide a list of weak areas with recommendations for improvements going forward

IT Manager

• Jan 2014 - Apr 2014

This was a short term consultancy role to help in upgrading systems and establish a web presence for the company in order to help expand their customer base, whilst being the sole IT support.• Set-up and established and online presence• Set-up new online payment options for customers• Advised and procured suitable computer systems which were fit for purpose and cost effective.• Developed and created new stock management process and systems• Created and a managed a social media presence• Provide additional on-call IT support through site visits and remote access.

Operational Service Management

• Apr 2010 - Nov 2013

The Operational Service Management (OSM) role was set-up to review and identify high service impacting issues and working with both external and internal suppliers to ensure everything was being done in order to protect service until the root cause could be established, as well as identifying process issues and gaps. Headed regular meetings with the key suppliers, senior management and core stakeholders to identify and resolve issues, whilst developing service enhancement packages. • Setting tactical actions to ensure service is protected• Working with suppliers to improve a number of processes• Providing daily output to the senior management, key stakeholders and 3rd party suppliers• Monitor releases and key business periods to ensure key services are protected• Managing the daily meeting with 3rd party suppliers, internal suppliers and change management• Liaise with Customer Relationship Managers to ensure they are kept up to date with key service issues• Various projects such as creating and building a centralized business calendar to cover various business units, and working on a large piece of work around service improvement with one of key suppliers• Creating the terms of reference, training materials, process guides and reporting• Various other duties and ad-hoc tasksIn addition to the above also provided cover for the Major incident team, managing major incidents. This included dealing with the suppliers, managing expectations, supplying communications and holding teleconferences. Also worked closely with the Problem management team and the low severity incident management team, performing a variety of tasks associated with these roles as well as supporting members of the team with both professional and personal knowledge and advice to enable them to perform better.

Leed Global IT Service Center Analyst

• Sep 2007 - Apr 2010

The Global Service desk Role was initially a team of 2 people highly customer focused and dealt with customers located in various places across the globe.During my time in the role I accomplished the following:• Established SLA's, KPI's and created reports (amending when necessary)• Establishing processes• Played a major role in growing the team from 2 to 12 people.• Introducing new services to support• Created training manuals• Managed the team across 2 locations, creating and managing the rotas, team disputes, and providing support• Dealing with complaints• Picking up and dealing with import issues requiring focus and quick turnaround times• Creating and providing daily communications to key stakeholders• Reporting to senior managers & key stakeholders• Working with Local IT service desks on an international basis• Managing incidents end to end• Working with other teams such as problem management, Incident control and Major incident team to establish processes

IT Analyst

• Dec 2006 - Aug 2007

The Operational Service Management (OSM) role was set-up to review and identify high service impacting issues and working with both external and internal suppliers to ensure everything was being done in order to protect service until the root cause could be established, as well as identifying process issues and gaps. Headed regular meetings with the key suppliers, senior management and core stakeholders to identify and resolve issues, whilst developing service enhancement packages. • Setting tactical actions to ensure service is protected• Working with suppliers to improve a number of processes• Providing daily output to the senior management, key stakeholders and 3rd party suppliers• Monitor releases and key business periods to ensure key services are protected• Managing the daily meeting with 3rd party suppliers, internal suppliers and change management• Liaise with Customer Relationship Managers to ensure they are kept up to date with key service issues• Various projects such as creating and building a centralized business calendar to cover various business units, and working on a large piece of work around service improvement with one of key suppliers• Creating the terms of reference, training materials, process guides and reporting• Various other duties and ad-hoc tasksIn addition to the above also provided cover for the Major incident team, managing major incidents. This included dealing with the suppliers, managing expectations, supplying communications and holding teleconferences. Also worked closely with the Problem management team and the low severity incident management team, performing a variety of tasks associated with these roles as well as supporting members of the team with both professional and personal knowledge and advice to enable them to perform better.

Customer Service Advisor, Mortgage Retentions

• Jul 2005 - Sep 2006

The role was highly customer focused, however it had a strong commercial element to it, and the main achievements were:• Achieving retention sales and targets most months• Meeting required compliance service standardsMortgage Retentions, Leeds Building Society - Continued• Providing daily management information reports• Played a core role in product and process development• Assisted the team leader with complaints ensuring customers issues were addressed and that the customer was satisfied• Created and maintained multiple spreadsheets for the team in order to track, holidays, sales targets and for management information• Supported the team with technical issues that could be resolved without administrator access• Created & provided the link between the IT support teams and the Customer Care team

Mortgage Systems Tester

• Feb 2004 - Jan 2005

Due to own technical knowledge and understanding of the mortgage process, was soon put forward for a secondment which involved working with a 3rd party supplier in the testing and development of a new system for processing mortgages and remortgages. The key skills developed during this time involved:• Writing structured test plans• Was a key figure in the testing and development of the system due to the feedback provided• Accurate logging of system faults• Providing regular updates to management regarding the progress of the system• Was requested to then train other members of staff to use the system• The system was successfully implemented across the branch network and the mortgage departments

Customer service advisor, Mortgage retentions

• Nov 2003 - Feb 2004

Shortly after becoming a member of branch network, was promoted into a position in the Customer Care department, which was a highly customer focused area with a primary aim of retaining the targeted customers.

Customer Service Advisor, Branch Network

• Feb 2003 - Nov 2003

Left the family business in order to grow and develop further, this started with a job working for Leeds Building Society in the branch network. The main focus and achievements in the role were:• Providing great levels of customer service, which lead to a growth in the customer base• Maintained high service standards• Helping the team meet compliance service standards• Working as part of a team in order to achieve sales targets, which we rarely missed• Ensured the tills and systems were balanced

Assistant Manager, Harewood Arms

• Jul 2001 - Jul 2004

Joined this family run business after leaving school, to learn and develop communication and management skills including dealing with team members and being customer focused. Was soon given responsibility to manage the site including:• Manage & train staff• Implementing a new stock control, ordering and cost management system• Staff Rota's and wages• Implement Brewery changes• Various other duties required• Learnt the value of being customer focused and ensuring all client needs were met.

Various

• 1998 - 2001

During full time education I had various other full time jobs which are listed below:• The Greyhound Pub, Killinghall - Kitchen Porter• Harewood Arms, Harrogate - Kitchen Porter and Barman• Freeman's Pharmaceuticals, Harrogate - Warehouse Operative During full time education I had various other full time jobs which are listed below:• The Greyhound Pub, Killinghall - Kitchen Porter• Harewood Arms, Harrogate - Kitchen Porter and Barman• Freeman's Pharmaceuticals, Harrogate - Warehouse Operative