Experience

Laing O'Rourke

• Construction
• 700 & Above Employee

• IT Service and Change Manager

  • Oct 2021 - Present



Wunderman Thompson Commerce

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• IT Service Delivery Manager

  • Nov 2019 - Oct 2021

  I work as a Service Delivery Manager in charge of service delivery for a high-profile customer’s website. ● Coordinate & facilitate the contracted eCommerce service to one or more customers● Ensure that all escalations and communications are managed in line with documented contract standards.● Develop and maintain good customer relationships along with the support of the Account Manager.● The primary point of contact for the customer to ensure that the contracted scope of service is delivered to contracted SLA’s.● Ensure all agreed SLAs were met for incidents & service requests.● Develop and maintain a productive and close working relationship with the relevant Account Executives.● Build appropriate working relationships with any third parties involved in the delivery of in scope production services to the customer.● Produced weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost-saving opportunities.● Liaise with customers to agree on problem priorities and deliveries.● Ensure changes, releases, patches, and upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process.● Interruptions to the live service are resolved quickly and the underlying problem is identified and removed using Problem and Change Management processes.● Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP).● Ensure Support Activities managed within the contracted Support Budget.● Work with support and development teams to ensure problem fixes are planned into releases and delivered



Thomas Cook Group plc

• Travel Arrangements
• 700 & Above Employee

• Senior Service Analyst

  • Aug 2016 - Nov 2019

  As a Service Management Analyst, the focus of my role on a daily basis is to deliver Incident and Problem Management while working across processes such as Service Introduction, Service Improvement, and Change Management. Activities within these processes included: • Major Incident Management.• Reporting.• Analysis and Trending of Incidents.• Raising of Problem Records.• Acting as an Escalation Point.• Building SME Knowledge.• Managing SLAs.• Working towards the devised Service Improvement Plan.• Providing Service Reports feeding back around IT Service Delivery.• Utilizing ITIL in delivery of Service Management.• Management of Third Party Vendors (Vodafone, Wipro, IBM, BT, Colt).• Stakeholder Management including reporting directly to Core Program Leadership

• Request and Access Management Specialist

  • Feb 2015 - Aug 2016

  Day to day activities include processing all IT requests around L1/L2. Currently providing cross-company support to HCL, Vodafone, Wipro and IBM. The first three months of role focused on transitioning support back from Accenture to Thomas Cook while adapting them to the processes of Thomas Cook. Additional liaison work was done with Vodafone to integrate Vodafone systems and processes with Thomas Cook. Worked in a senior capacity within the team to bring define standards and escalation processes in preparation for day to day activities to return to Thomas Cook.• Senior lead for Thomas Cook IT escalations around requests.• Currently acting as main liaison for Vodafone in regards to integrations and processes.• Currently providing training and support as first point of contact for team.• Currently applying and being reviewed to act as a first reaction specialist, travelling globally to provide emergency Thomas Cook support in affected/impacted locations.



News UK

• United Kingdom
• Online Audio and Video Media
• 700 & Above Employee

• Analyst/Team Leader/Google Admin

  • Aug 2009 - Feb 2015

  Providing 1st/2nd line support to a customer base of 4500-5000. Currently working as a Team leader with a focus on Onboarding (Starters/Leavers) and Google Administration. Supporting the Service Desk Manager in the day to day running of the Service Desk team.• Work in a hybrid role of Team leader/Onboarding/Google Analyst.• Developed and delivered current company Onboarding process including yearly SOX delivery. Audit has now been passed for 4 years successfully.• Work within and contribute to an ISO/IEC 2000 certified Service Desk.• Conduct performance reviews, training, presentations, escalation and stakeholder management.• Consistently ranked highest performing member of team and section team leaders.• Current work focuses on the intake and delivery of services in to the Service Desk along with team day to day management and supporting the Service Desk manager.• Day to day training and management of team’s sizes ranging from 2 to 16.• Priority P1/P2 onsite support to Incident Management during Crisis management.• Key role in delivering and using projects in BAU such as: Salesforce (SaaS), ISO 20k, Google, ITIL, Citrix and a variety of Bespoke applications



Bauer Media Group

• Germany
• Media Production
• 700 & Above Employee

• IT Support Analyst

  • Aug 2009 - Nov 2009

  Providing 1st line support for Bauer’s departments including Heat, Grazia, Empire and Closer. Provided support for hardware, software and networking. Cross platform was provided for PCs and Macs. Providing 1st line support for Bauer’s departments including Heat, Grazia, Empire and Closer. Provided support for hardware, software and networking. Cross platform was provided for PCs and Macs.



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• IT Support Analyst including Voice Support

  • Sep 2008 - Mar 2009

  Working for Tata Consultancy I worked and provided to the ‘Centrica’ project. Provided support for hardware, software and networking. Additional voice support was provided to 3rd parties Vodafone, Nationwide and Siemens.• Averaged a 75%+ first time fix rate with an average call time of below 6 mins, within defined metrics.• Averaged an individual call volume of 50-60 calls per day supporting various mediums. Working for Tata Consultancy I worked and provided to the ‘Centrica’ project. Provided support for hardware, software and networking. Additional voice support was provided to 3rd parties Vodafone, Nationwide and Siemens.• Averaged a 75%+ first time fix rate with an average call time of below 6 mins, within defined metrics.• Averaged an individual call volume of 50-60 calls per day supporting various mediums.