Adrian Hubbard Email and Phone Number

After a very rewarding 40+ years career working at companies including IBM, TD Bank, MDSL, Linklaters, Stephenson Harwood, KPMG, I’ve decided it’s my time to retire from full-time work.I want to thank the many great people, companies and customers I have been fortunate to work with over the years which all helped me enjoy each role and support me in reaching my career ambitions.I have lots planned for my new life ‘post-work’ which of course includes lots more golf! Plus more travel, beach / water sports, family/friends time and some new hobbies.I take away lots of fond memories and know I’m gonna miss the enjoyment of working with many close friends / colleagues built up over the years but do plan to keep in touch…

I’m delighted to share that I’m starting a new position as Director – ServiceNow GBS at KPMG UK!

Accountable for all aspects of the IT Service Management framework including service targets, SLAs, reporting, process maturity assessment, service governance, continual service and process improvement, IT strategy, IT risk, major incidents, change, problem, configuration, knowledge, service transition, capacity and release management. Key Achievements:• Transformational leadership in defining and delivering a 5 year IT Operational Excellence Programme achieving year on year: reduction of incident volumes, faster resolution of incidents, increased successful change volumes, improved data quality and conformance to new industry best practice processes• Led transitioning of all IT Service Management processes into ServiceNow in 14 weeks, including change communications, training delivery and a user centric ServiceNow Portal with chat, increasing user interaction, case deflection and reducing phone calls by 10% in the first year. Unpinned by centralised, innovative and collaborative knowledge, providing accurate and timely updates for users regarding unplanned outages, planned maintenance, user known errors, training guides, projects • Implemented strong Change governance, policy, process resulting in year on year reduction of failed changes of greater than 20%, including 80% reduction of major incidents in the first year• Established mature Major Incident Management, integrated with our service partners, coordinated technical recovery and senior management bridges, status / actions captured into timely separate technical and user communications reduced time to resolve year on year by 10%• Established proactive Problem Management, actively driving root cause analysis for all problems, influencing Technology staff proactively around issue avoidance, published regular user update communications, reducing incident volumes year on year by 10%

Appointed to lead transformation of IT service delivery, IT security, development and project teams into an effective client focused and delivery oriented operationReporting directly to the CTO, I was responsible for leading all aspects of IT support, IT security and service management including change, major incidents, problem management, continual service and process improvement, IT strategy, governance, business continuity and disaster recovery planning. Key Achievements:• Implemented efficiencies to client billing process to ensure prompt payment of invoices in accordance with agreed client engagement terms • Designed and implemented Telecoms automated procurement management portals integrated into large global clients’ business processes greatly reducing resourcing and operational costs• Implemented and chaired weekly Incident, Problem and Change Management meetings with all global department heads discussing major client issues and root causes, eradicated through preventive actions• Developed and implemented SLAs with all clients, underpinned by service partners and internal services• Implemented and conducted monthly Service Review meetings with key clients, produced performance reporting against agreed service level metrics and continuous improvement planning• Achieved ISO27001 accreditation by implementing and managing Information Security Management System ISMS policies, controls, on-going auditing and awareness • Implemented and chaired regular internal project management review meetings with global business heads focussed on resolving issues and delays with action planning to rectify• Implemented software management system for effective tracking of all QA and client raised defects and enhancements through all disciplines of the Software Development Lifecycle SDLC• Implemented and managed Business Continuity Management including regular testing of IT and business recovery procedures in-conjunction with clients

BDO is an international Top 5 accountancy services firm also providing many other professional services including investment management, auditing, business recovery and forensics. 3500 staff across 13 UK sites.Responsible for 55 staff including 4 line managers, accountable for the strategy, design, planning, project delivery and IT service management of enterprise systems, IT Service Support and Delivery teams encompassing all Head Office and UK regional centres.

Responsible for leading the provision of business-critical IT services to 450+ users in London & Dublin.Appointed to strategic IT management focused on control of network architecture, trading systems, support, projects & infrastructure services.Reported directly to strategic business management / business heads, advising on IT support issues. Leadership of a team of 19+ staff and 4+ line managers, delivering effective IT services & infrastructure. Ensured ongoing compliance with quality, audit, IT security, best practice, SOX & governance standards. IT Financial Management. SLAs & internal KPI metrics. Led design of UK Citrix Farms, Led implementation of email archiving and storage infrastructure, utilising MS Exchange technology. Successfully implemented ITIL IT Service Management framework, providing effective IT support tools. Deployed an offsite data centre facility, including real-time data replication, ensuring business continuity.