Head of Systems and Support

• Jan 2022 - Present

Information Technology Service Delivery Manager

• Jun 2017 - Jan 2022

Service Delivery Manager with focus on Retail and Online/Digital IT delivery from teams across Europe, India, Middle-east.Process owner of IT Risk Management, Interim process owner of Problem Management and on-site IT security representative.Leading day-to-day delivery of IT, managing major incident, problem and changes. Leading the delivery of IT Projects into operations and key player in digital transformation. Service Delivery Manager with focus on Retail and Online/Digital IT delivery from teams across Europe, India, Middle-east.Process owner of IT Risk Management, Interim process owner of Problem Management and on-site IT security representative.Leading day-to-day delivery of IT, managing major incident, problem and changes. Leading the delivery of IT Projects into operations and key player in digital transformation.

UAT manager

• Oct 2016 - Jun 2017

Managing UAT activities and other project tasks for digital transformation project of IT infrastructure Managing UAT activities and other project tasks for digital transformation project of IT infrastructure

Team Leader - Service Management

• Mar 2013 - Oct 2016

Situation Manager

• Jul 2012 - Mar 2013

My team provide Service Management for one of the company's larger accounts. I handle high severity incidents with a large business / financial impact and tight deadlines in an environment where downtime cannot be tolerated.As a Situation Manager I handle Incidents for a client who is 100% dependent on a working IT infrastructure. My job is to rapidly put together the best teams suited to solve specific issues, manage them throughout the resolution of the incident and aid the implementation of changes and permanent solutions through task force efforts.

End-to-End Analyst

• Apr 2011 - Jul 2012

As an End-to-End Analyst i perform statistical data analysis to use for defect prevention, quality analysis and negotiation of terms.I Analyze current and historical Service Desk data with Continual Improvement and Quality Analysis in mindCoordinating Incidents from end-to-end keeping ownership with Service Desk and ensuring quick delivery and serviceChairing meetings with leaders from all resolvergroups with SLA performance as a focusOwnership of Service Desk SLA

Level 1.5 Service Desk technician

• Oct 2010 - Apr 2011

I worked at a high pace Service Desk which serves 30.000 end users, answering their queries and resolving technical problemsProviding over-the-phone technical support and remote takeover support for Danish and Irish end usersSupporting technologies such as Lotus Notes, Microsoft Office, RSA SeurID, Distributed Installation Management Solutions, WLAN, General Hardware Issues, Internet Explorere, Firefox, Client specific applications, HP Service Manager, SQL, Microsoft Communicator and others

Content Management System consultant

• Mar 2009 - Oct 2010

Expanding the official website by converting existing PR material, brochures and documentation into online content in the existing Content Management System Expanding the official website by converting existing PR material, brochures and documentation into online content in the existing Content Management System

Independent PHP developer

• Mar 2007 - Mar 2009

I researched and patched security flaws in my clients websites and webapplications, and implemented new solutions where necessary. During this period I worked for numerous clients including publishers, educational organisations, small business owners and others I researched and patched security flaws in my clients websites and webapplications, and implemented new solutions where necessary. During this period I worked for numerous clients including publishers, educational organisations, small business owners and others