Product Delivery Manager for Identity and Access Management.Deputy Product Delivery Manager for Messaging and VDI.UK Change Manager.

• Acting as a technical authority & delivering value via ITSM and ITIL.• Responsible for managing and maintaining the hybrid infrastructure in an Azure DevOps environment.• Facilitating SIAM / service integration and management of the client’s I.T estate.• Acting as a consultant, nurturing relationships with key client stakeholders and Senior Management.• Directing and leading the service transition, planning for success and resolving impediments.• Understanding the customer needs, producing roadmaps, designing agile solutions or processes.• Responsible for customer artefacts, creating HLDs, LLDs and other technical design documents.• Assisting with the support of Microsoft 365, Azure and Microsoft modern workplace solutions.• Coaching the service desk and front-line support teams, facilitating training and producing KBAs. • Asset & lifecycle management, change management, lease management and problem management.• Developing ServiceNow automation and process workflows.• Technical Project Coordinator for the SCCM to Azure and Intune transformation project.• Coordinating the laptop transformation and upgrade project of over 4k Dell devices.• Piloting Windows 11, assessing hardware readiness and carrying out UAT. • Service transition of other hardware, Azure and M365 services from 3rd party suppliers.• Implementing Conditional Access, MAM policies, ATP, Defender and utilising PIM. (EMS)• Developing a managed PC build service, assisting in the resourcing of a new team and setting up build operations in York.• The transition and centralising of PC builds: replacements, repairs and all shipping operations.• Transfer of 50+ support staff, onboarding and coaching them on processes. (TUPE)• Embedding the associated support teams into existing services.• Creating knowledge articles, facilitating training sessions with the front-line support teams.• Managing a standard documentation library in line with industry changes to technologies and methodologies.

• Azure & M365 SME with an emphasis on people, simplicity and delivering value via ITSM and ITIL.• Responsible for managing and maintaining the hybrid infrastructure in an Azure DevOps environment.• Managing and supporting over 13k IT assets and supporting around 35k employees.• Managing the Azure and Office 365 product suite and all third-party SaaS applications. • Working with commercial vendors; delivery, continuous improvement, service consumption and KPIs. • Providing cloud integration and platform management consultancy for features and project meetings.• Project delivery; Design & plan to release and implementation.• Representing the sponsor at CAB meetings to analyse risk, progress changes and project work.• Ensuring platforms are maintained and monitored to all standards, ISO27001 / ISO2000-1.• M365 & Windows roadmaps, ensuring that new features are explored and utilised. • Line of business API application development, UAT & release management via agile methodologies.• Cloud and Windows governance via policy management..• Defender & MCAS, hardening security poster, file classification, conditional access.• On-prem Group Policy management such as ADMX, device hardening, Edge, and IE settings.• Administration of domain controllers and remote servers as well as Exchange Online, Azure Active Directory, M365, Azure and on-prem AD.• License management, administering information protection (AIP) as well as identity and access management. (IAM & MIM)• Providing 3rd/4th line support, guiding and mentoring the service desk and front-line support teams.• Responsible for the management of Autopilot / Intune and the associated configurations.• Asset management, hardware and software lifecycle management and transformation.• MDM and MAM including JAMF: iOS & Mac (DEP), Android, Lenovo & Dell (Intune).• Managing device collections in SCCM, compliance, deploying software and image builds.

• Implementing technical end user solutions and delivering the cloud endpoint strategy, aligned to ITIL best practices and Cyber Security Essentials.• Managing around 5000 users and hybrid-domain joined devices globally. Ensuring high availability of the Microsoft 365 environment including infrastructure (IaaS), (SaaS) security, compliance, availability, maintenance, performance and reliability.• Accountable for Identity and Access Management (IAM, PIM, PAM), Microsoft Enterprise Mobility + Security (EMS). Administering and managing the end user desktop experience via the following systems:- Azure Active Directory and on-premise Active Directory- Microsoft 365 (all admin centres)- Autopilot administrator for Intune & Windows Defender ATP- Windows Server 2008-2016 configuration, Group Policy Management and Registry- SCCM assets and compliance, managing collections, deploying software- ManageEngine Desktop Central (Unified Endpoint Management)- McAfee endpoint security- Cisco Webex- SAP & Sage• Managing supplier relationships and working with third parties on implementation projects.• Technical project work, understand change, planning for change, implementing and communicating changes with the wider business:- Migrating over 5000 users and devices from on-prem to O365, Azure Active Directory and Exchange Online- Migrating endpoint and patch management from SCCM to Desktop Central (ManageEngine)- Autopilot and Intune configuration and deployment- Windows 7 to Windows 10 migration, ADMX and group policy management- Microsoft Office 2013/16 migration to Microsoft 365 Apps for enterprise- Decommission Skype for Business and implemented Microsoft Teams- Refurbishment of the City Road HQ, moving over 1500 users, creating agile and open workspaces - Upgrading the Cisco voice servers and endpoint devices at all of the Netherlands sites- Creating a new agile office in Washington D.C for the Senior exec team

• Laboratory Manufacturing ESD environment: fault-finding, troubleshooting and repairing mobile devices and Telcom systems to component level.• Liaising with customers and suppliers such as, identifying issues with hardware and repairing within agreed SLAs.• Repairing Avaya IP Office or One-X, Cisco Unified Communications Manager and Mitel hardware.• Using manual or automated test and repair equipment• Soldering surface mounted components, ball grid array (BGA) utilising lean manufacturing practices.• Request and ticket management via SAP & Sage.• Working to ISO regulations, ESD and HSE standards within a laboratory / clinical environment.

• Reporting to the Directors and responsible for managing and modernising IT operations. • Nurturing strong service relationships with customers, suppliers and vendors.• Incident and problem management, processes design and identifying service improvements.• Providing escalated support for incidents; Cisco CUCM, Mitel MXOne, CRM, Citrix, VMware, Microsoft Office, Symbian, Windows XP and Win 7.• Windows XP to Windows 7 migration. • Blackberry (BES) transformation to iPhone, Symbian migration to iPad OS.• Coordinating fulfilment, process improvement projects, asset management and the hardware life cycle.• Managing operational functions, rotas, shift planning, performance/pay reviews and disciplinaries via SAP & Sageline.• Reporting on performance, development as well objectives and staff performance reviews.

• Responding to tickets and managing the ticket flow in Service Manager.• Triage and fault-finding tickets, incident response and problem management.• Providing escalated support for; Cisco, Mitel, CRM, Exchange, Microsoft Office, Lotus Notes, Psion, iOS, ePoc, Symbian, Windows XP and Win 7.• Coordinating fulfilment requests and hardware asset management.• Replenishing hardware or peripherals, repairing and refurbishing devices.• Liaising with customers, suppliers and vendors.• Supporting site requests, resolving escalations for materials or shipping.

• Laboratory ESD environment fault-finding, troubleshooting and repairing mobile phones for network providers such as BT Cellnet & One2One.• Repairing or replacing surface mounted components as well as BGA, soldering and cosmetic repairs.• Specialist in Nokia, Sony Ericsson, Motorola, Samsung, Sagem, LG and Sharp devices.• Software programming, automated test equipment and metering.• Request and ticket management via SAP & Sageline.