Service Delivery Manager

• May 2015 - Present

Owner

• 2013 - May 2015

SIAM Lead

• Oct 2014 - Apr 2015

 Analysed a range of information sources (contracts/schedules) and resolved potentially conflicting information and viewpoints working collaboratively with other suppliers to achieve an agreed outcome for a large logistics group.  Demonstrated sound knowledge of the ITIL framework, Service Management processes, managing and building upon the relationship and other IT suppliers.  Detailed interim and new operating models, incorporating process design, people and organisational design, governance design, operational interfaces with client and suppliers.  Mobilised small teams, developed the project plan and played an active role in the overall Governance of the SIAM Programme including the provision of regular progress reporting and the provision of other information required by PD and PMO.  Detailed the operation of interim/new model to staff groups and demonstrated significance of team efforts to manage and maintain E.g. SLAs, process alignment, procedure design and service mapping.  Scheduled and managed delivery of training teams and testing phases(SAT/JIT/JSRT) for ITIL based incident logging tool, and processes.

SDM/PM

• 2002 - 2011

 Engaged with clients and managed support requirements regarding resourcing, costing and initiatives through Incident management, Change request management according to SLA’s.  Accountable for reporting and attending service delivery reviews to discuss financial management, service level agreements and contracts with clients.  Accountable for ensuring consultants adhere to strict standards and support processes including consultant orientation/transition of knowledge across teams providing clients with relevant support according to contractual obligations.  Project Managed and engaged team leads for Change requests where initial estimated effort was considered middle to large CR’s.  Identified, prioritized and managed Initiatives with Head of Services creating an engagement plan for existing and new clients.  Support Solutions Team and other Service Delivery Managers as required with resources/pipeline/bid responses.

SD Senior Consultant

• Mar 2001 - Jul 2002

Support and Project implementation within the Telecommunication industry. Support and Project implementation within the Telecommunication industry.

SD Consultant

• 2001 - 2001

SD Consultant

• 2001 - 2001