Adrian Williams Email & Phone Number

Cardiff, Gb

Cardiff University

I work within the IT Service Management team within Cardiff University and am responsible for the 'Network and Telephony' portfolio within University IT. Overall responsibility for the strategic alignment, management, and continual improvement of a portfolio of IT business services and service management processes, ensuring that service delivery meets agreed service levels. Recognized as the main point of reference and expertise within the University for my services, providing guidance, support, and strategic alignment to maximize the value from my services to the University. 1. Vast experience of working in a customer-focused Service Management and Relationship Management role2. Create, develop and implement KPIs (key performance indicators) and SLAs (service level agreements)3. Excellent negotiation and communication skills4. Significant Information Technology experience gained in a complex IT environment with a clear track record of successful delivery in IT Service Management.5. Project Management – developing a requirement into a full production service or group of services whilst incorporating dedicated change management and release processes, management of budgets and resources6. Full requirements analysis and identify/document 7. Process mapping and alignment to the strategy of the organization8. Highly developed networking and negotiating skills geared towards a wide range of internal and external audiences9. Exceptional IT and analytical skills supplemented through a knowledge of various software packages, but not limited to Windows, Mac and Unix/Linux platforms10. Committed to ensuring user requirements and needs are fully adhered to via consultation, analysis, training and end-user support to surpass expectationsITIL Practitioner qualified.

Managed Technical Helpline.