IT Service Manager

• May 2021 - Present

IT Service Manager

• Aug 2019 - May 2021

Accountable for the transition of a major new transport management system into BAU operations.Responsibilities include:* Define and manage the service acceptance criteria* Work with the supplier to integrate and align processes, ensuring appropriate SLAs are in place* Ensure the new service is fully aligned to existing incident, problem, change and release processes* Working with senior management team to provide reporting and escalating issues where required* Identify legacy services to decommission and work with business-as-usual teams to remove them from the IT estate* Work with testing workstream to transfer outstanding defects from project into BAU to deliver resolution * Co-ordinate with local and remote teams in UK and Europe to deliver a successful transition into BAU

Application Services Team Lead

• Oct 2017 - Aug 2019

* Incident Resolution and Escalation* Point of escalation for major incidents* Measure and report performance against OLAs and SLAs* Problem Resolution and Escalation* Measure and report performance against OLAs and SLAs* Act as escalation point for transport IT services with suppliers, customers and within IT department* Ensure transition from project to BAU is completed in accordance with agreed Service Management procedures* Ensure that full regression testing is completed in line with defined standards and coordinated with operational teams* Maintain knowledge base for both existing and potential suppliers* Maintain the CMDB for all services* Provide accurate costings, timescales and availability for project/BAU requests changes* Identify impact of change requests and timescales or specification to minimise impact upon core systems.* Ensuring all configuration management changes are captured and reflected in the service management toolset* Planning and coordination of changes to new and existing services.* Ensure application environment code is aligned across development, test, UAT and production environments* Maintain Risk Log.* Ensuring DR and service continuity plans are in place for all IT supported services* Supplier management * Managing all support services to agreed OLAs and SLAs for suppliers.* Managing purchase orders and invoicing for suppliers within the team* Management of support resources to ensure support is available during the hours required* Maintain a support rota for resource requirements within the application services team, including management of an out of hours’ rota* Line Management and HR responsibilities for all direct reports.* Development and training for all direct reports with associated performance and development reviews.* Delegate for Application Services Manager where appropriate

Deployment & Support Analyst

• Oct 2011 - Oct 2017

Member of the Transport Competency Centre team, responsible for all transport applications owned by the Wincanton IS team.• Incident management - Reacting to escalated incidents that are passed to the CC, working with software vendors if necessary to resolve. Triaging events and alerts.• Problem management - Root cause analysis and co-ordination of other teams and vendors to provide resolution. Raising known errors and work instructions for 1st and 2nd line teams to follow.• Change management - Progressing change requests through from analysis of initial customer request, pulling together quotations for the work required, testing and deploying to production systems• Onboarding new applications into the CC and producing associated service management documentation• Vendor management - regular meetings and calls with our vendors to manage historical incident tickets, outstanding problem tickets and roadmapping future releases• Risk management - identifying and managing risks affecting our services• Testing - analysing requirements and producing test cases for new and updated services, using HP ALM QC toolset• Project management - I have recently begun to pick up some of the project management workload within the team. I successfully delivered a project to integrate a new customer with our systems, to enable the electronic transmission of orders, preventing the ongoing requirement for our operational team to manually enter a large amount of data on a daily basis.

Implementer

• Jun 2011 - Oct 2011

I worked for Mitrefinch implementing time and attendance systems around the country for a brief period due to the work on the Kronos implementation team at Wincanton coming to an end. I worked for Mitrefinch implementing time and attendance systems around the country for a brief period due to the work on the Kronos implementation team at Wincanton coming to an end.

ESS Implementation & Change Manager

• Jul 2010 - May 2011

Responsible for the rollout of Wincanton’s chosen time and attendance product, Kronos Workforce Central, across the Wincanton estate• Gathering and documenting requirements based on employee terms and conditions• Installation and configuration of Kronos terminals and troubleshooting and resolution of any issues• Providing support to ongoing and previously completed implementations, identifying any incident trends, carrying out root cause analysis and liaising with internal teams and external Kronos resource to resolve incident and problems• Managing incidents and change requests outstanding with Kronos to ensure resolution is reached within SLA• Providing training to nominated staff, tailoring the programme to provide relevant content to training audience• Ensuring engagement of all levels of staff ranging from warehouse staff to senior management• Compiling post-implementation site support and training materials

Application Support Programmer

• Jan 2009 - Jul 2010

2nd line application support for both internally developed and 3rd party supplied systems used across the Wincanton IT estate. These systems primarily used UNIX and Oracle, with a minority of Wintel and SQL servers used for one of the services.• Incident management• Problem management and root cause analysis• External vendor reviews

IT Service Desk Analyst

• Oct 2007 - Dec 2008

Working as part of a team of 10 analysts, I provided first line software support for the Wincanton IT estate. This involved supporting systems including:• Citrix Metaframe Presentation Server 3 / XenApp 5• Microsoft Windows 9x / 2000 / XP• Microsoft Office 97-2007• Lotus Notes / Domino• Active Directory• In-house AS/400 and UNIX based systems• WAN/LAN network infrastructure (TCP/IP)

Operations Manager

• Dec 2006 - Jul 2007

Managed the manufacture, marketing and release of numerous software titles across multiple platforms and territories, and provided technical support to a small office, as well as maintaining relationships with new and current suppliers and customers. Managed the manufacture, marketing and release of numerous software titles across multiple platforms and territories, and provided technical support to a small office, as well as maintaining relationships with new and current suppliers and customers.

Assistant Producer

• Jun 2006 - Dec 2006

Co-ordinating the design, development and publication of a number of popular computer games titles for a medium sized games publisher. Co-ordinating the design, development and publication of a number of popular computer games titles for a medium sized games publisher.

Level Designer

• Apr 2006 - Jun 2006

Building scenery and environments using in house toolset for a popular railway simulation game. Building scenery and environments using in house toolset for a popular railway simulation game.

Production Assistant

• Aug 2005 - Apr 2006

Assisting with the co-ordination of the development of a console conversion of a popular PC game for Lionhead Studios, a Guildford based games developer.

Level Designer/Asset Technician

• Sep 2003 - Aug 2005

Working on the popular Xbox title, Fable.Managing the delivery of artwork assets into the codebase using toolsets including NxN Alienbrain and PerforceBuilding environments and level design

Level Designer

• May 2002 - Sep 2003

Building scenery and environments using in house toolset for a popular railway simulation game.

Quality Assurance Tester

• Oct 2000 - May 2002

Testing of computer games software on a number of platforms including PC, PlayStation 2 and Xbox.

Quality Assurance Tester

• Dec 1999 - Oct 2000

Testing of computer games software Testing of computer games software