Global service delivery team management.Responsible for managing outsourced Service desk relationship and localised onsite desktop teams.Vendor / Supplier management (SeviceNow).Part of the Senior Leadership Team for IT.Escalation management .Service improvement planning (CSI).

- Managing a team of Windows/Mac IT Support specialist, comprising of a team of 36, 2 mangers (including myself), 2 Team leads, 4 SME’s and 32 Helpdesk Advisors.- Providing support globally to IBM staff using follow the sun model and liaising with teams (SME’s, Managers, Tech leads) globally for cross collaboration of Windows and Mac OS support.- Responsible for ensuring support call and web chat queues are within key SLA’s- Using ServiceNow to record Interactions and Incidents- Technical point of escalation, engaging relevant technical teams (L2/L3) to address issues and driving consistent process for support.- Responsible for Joiners and leavers EMEA, special point of escalation for On/off-boarding team.- Building relationships within the wider organisation and advising on IT best practices- Maintaining agreed OKR’s for CSAT, FCR and per day effectiveness of advisors.- Providing mentoring, coaching, promoting growth behaviours and instilling IBM values to the team- Successfully implementing CIO initiatives to the team- Collaborating with other team managers globally (US, China, Europe)- Involved in recruitment (interviewing) and selection of new team members- Responsible for conducting team reflections.- Adopting and promoting Agile work processes (Daily Scums, Backlog review, sprint planning, retrospectives, Social Contracts)

- Managing a team of engineers comprising of 1st Line Helpdesk and 2nd Line Desktop support teams.- Duties including – Managing all tickets incoming to the Helpdesk and ensuring they are delivered within agreed SLA’s , handling technical escalations and managing through to effective resolution. - Major Incident management maintaining communication to the business, working with Various IT teams to coordinate resolution and reporting in service delivery meetings with completed Major Incident Report (MIR) for root cause and remedial analyses. - Maintaining all business communications for high impacting issues, including emergency, planned and unplanned outages, utilising Everbridge for comms, key personal for reporting outages to the business.- Defining Work and training packages for staff to ensure clear business directions are followed to meet goals in line with IT strategy.- Define and set KPI’s to measure the team against set metric benchmarking, daily, weekly and monthly reports produced and published to the management team.- Coaching / Mentoring the team, carrying out regular 1-2-1’s and performance appraisals. Setting objectives and measuring staff performance against KPI’s- Working with Project managers in delivering new software and hardware to staff, including hardware refresh, software upgrades including Windows/office deployment. - Engaging with business stakeholders to promote the helpdesk services and new services being introduced. - Working on hardware procurement and replenishment, managing the lifecycle of all desktop hardware including, PC’s Laptops, Mobiles and tablets. Working with suppliers in stock holding, imaging and decommission of hardware.- Responsible for asset management of all desktop hardware, from asset tagging to managing CMDB inventory.- Responsible for recruiting and training staff, creating a recruitment evaluation process with a technical and aptitude assessment.

Windows 7 Migration specialist.WDS Server Imaging and Builds.SCCM AdministratorProcess improvement and implementation.Desktop specialist.Engaging with Business and stakeholders.

My current role as Interim Service Delivery Manager with a leading member of the G15 Housing Association, managing the in-house Service Desk Team of 10 engineers providing support at and up to 1st, 2nd and 3rd line. Supporting over 1600 staff over 4 main London offices and remote schemes based around the East region, UK. Carrying out staff 1-2-1 and appraisals, managing the team rota and ensuring there is always sufficient Service Desk availability. Managing projects within the service desk and office moves between sites working closely with the FM teams.Other duties include providing Service Delivery to the organisation ensuring agreed SLA’s are met by the Service Desk team and KPI’s are set so that performance is continually monitored to provide a great service to the organisation. Working with key business areas to identify opportunities from an IT perspective and assisting the business in improving performance with the aid of technology or improving systems.Major incident Management dealing with high impact incidents P1 and P2, engaging support teams and keeping key business stakeholders informed of any major outage and managing through to successful resolution. Presenting Major Outage reports to ICT management team and reviewing outages to learn from them to ensure future risks are minimised and any remedial work is undertaken to improve availability of systems.Working on ICT strategy with other ICT managers and IT director in fulfilling the corporate strategy and ICT service plan for the future. Ensuring key deadlines are met and take to lead on ICT projects.

Contract

Managing the 2nd Line Desktop and Application support teams consisting of 20 engineers across the LOCOG estate, including 3 buildings in Canary Wharf and 1 in Stratford with over 1500 users. • Manage a large team of support engineers in ‘Business As Usual’ (BAU) operation.• Major Incident Manager coordinating support personal and keeping Heads of departments informed all SEV1 and SEV2 calls. On call rotation, support provided 24/7 for SEV 1 and 2 calls.• Provide leadership, coaching and management for the pooled implementation resources comprising LOCOG, Acer and other partner staff.• Incident Manager, overseeing L2 Support, App support and Infrastructure queues. Service-Now incident management tool used.• Main point of escalation for users on desktop related issues throughout the estate, responsible for engaging with heads of key functional areas and maintaining relationship.

ITIL and ISO 9001:2008 standard Service Delivery to various clients consisting of Media, Entertainment, Property Investment, Real Estate, Private families, Hedge funds, Recruitment and finance backgrounds. 30 Organisations with approx 50 offices including International offices in Europe and U.S, with approx 2000 end users. • Team management and leadership managing and overseeing the Service Desk, Projects Team and the Technical account managers, 25 technical Staff in total.• Handling Customer Escalations and managing quarterly Service Review meetings.• Able to work collaboratively with customers to identify appropriate and best fit solutions.• Excellent communicator at all levels from end users to Directors.• Incident management and escalating calls to appropriate resources, Identifying problem and Change management and planning through to resolution.• Technical and Business Process/Procedure assessment, development and improvement• Performance assessment to ensure deliverable SLAs and KPIs are met and/or exceeded.• Mentoring and developing team members to meet and exceed their job specifications• Carrying out annual appraisal with the Head of Services of technical staff.• Interviewing and recruiting new technical staff.• Planning and managing existing client projects to completion. • Highly developed interpersonal skills ensuring quality delivery of service.

TAM to 10 clients being the key point of communication/escalation and the face of Syntax, liaising with third party vendors on a daily basis to improve customer care and build strong relationships with the client as single point of contact for all requirements. • Becoming the primary contact for the customer for any service escalation issues.• Understanding the customer environment and their IT business needs.• Working with the customer and account manager to ensure that the SLAs are relevant and meet the business needs of the customer. • Producing quarterly reports from the Syntax Incident Manger call logging systems(SIM), based on Incident Trends, service request, user request and presenting to clients for review .• Planning and Project managing key upgrades and migrations for clients.• Liaising with third party vendors and primary interface between customer and off-shore technical teams.• Provide a periodic audit of customers systems and ensure that the service desk has documented this, ensure contract and warranty details are provided to the ServiceDesk.• Build strong relationships with the customer based on customer trust.• Regularly visit customers on-site and maintain regular contact on the telephone. • Liaise with the account manager to develop a good understanding of the business needs of existing customers in order to identify opportunities for business development. • Proactively make appropriate recommendations to the customer and the service desk to improve the quality of the service and the reliability of the IT systems. • Provide information to the account managers to assist with the writing of proposals based on recommendations and customer requirements. • Approve proposals for any project work and ensure that the projects are completed to the customer’s satisfaction

Deputising and covering duties from Service Desk Manager when required.Working on the Service Desk resolving incidents remotely and onsite when required, also providing desktop support for fixed periods (on-site rota) and providing emergency call-outs for clients out of hours and remote weekend support. I was also the Team lead for the 1st and 2nd line Service Desk team of 10 engineers and a key engineer involved in project work for existing clients. 30 clients supported with approx 1000 end user support internationally. 200-250 servers proactively monitored between all 2nd and 3rd line engineers. SCOM/SCE used for proactive monitoring.• Incident management and making sure calls are logged to appropriate resources.• Scheduling engineers for onsite visits, managing weekly shift rota.• Assigning proactive server checks to 2nd / 3rd line engineers.• New client transitions with technical documentation for Service desk staff.• First point of technical contact for potential new clients providing incident management demos.• Training new technical staff, familiarisation of Service Desk environment and client network infrastructure.• Onsite Desktop Support for a minimum of 6 weeks at a time.• Emergency on call engineer out of hours and remote weekend support cover.• Working on the Service Desk resolving user incidents and proactively monitoring client server daily checks. • Project work for existing clients specialising in office movies and new setups, documenting the environments and briefing the Service Desk team on completion.

Providing an outsourced IT support helpdesk and onsite support based at client offices on rotation of up to 6 weeks at a time. Providing support to approx 20 clients in Central London.• Working in an environment that is structured on ITIL methodology.• Providing remote support to client PC’s and servers.• Analysing technical problems and finding resolutions to 2nd line and escalating to 3rd line when required.• Logging calls within the Service Desk call logging system (Syntax Incident Manager, developed in-house).• Answering telephone calls in a polite and professional manner.• Managing calls, prioritising Incidents and resolving issues, escalating to 3rd line and seeing through to resolution..• Updating status of calls and maintaining contact with clients via phone or email.• Ensuring that SLAs are met within the relevant timeframe.• Managing calls that have been escalated to other engineers.• Working onsite at client offices for fixed term periods of up to 6 weeks.