Alan Whiting Email & Phone Number

• Responsibility for management of the day to day service on the account• Responsibility for 3 Service Delivery contracts across the account and ensuring KPIs and SLs met• Line management responsibility for service delivery and support teams of 20 staff across 3 teams• Financial responsibility for the day to day service• Responsible for introducing a continual service improvement programme and integrating best practice from other areas of the business to the… Show more • Responsibility for management of the day to day service on the account• Responsibility for 3 Service Delivery contracts across the account and ensuring KPIs and SLs met• Line management responsibility for service delivery and support teams of 20 staff across 3 teams• Financial responsibility for the day to day service• Responsible for introducing a continual service improvement programme and integrating best practice from other areas of the business to the client• Responsibility for staff satisfaction and engagement across the Central Government Business Unit• Regular presenter at all staff calls Show less

• Responsible for introducing an acceptance in to service process to minimise the impact of change on service• Responsibility for staff satisfaction and engagement across the programme, delivering a number of initiatives that have seen an increase in staff satisfaction on the programme• Responsibility for review and approval of all change requests with a service affecting impact• Responsibility for managing software renewals • Responsibility for internal communications team

• Responsibility for a programme of up to 100 projects across a number of work streams being delivered by a team of 13 Project Managers• Responsible for a reduction of response times to change requests by nearly 30%• Responsible for a reduction in time of delivery of work by over 30%• Ownership of project area finances and financial reporting for all three work streams• Active participation in programme wide improvement initiatives delivering over a dozen service improvements… Show more • Responsibility for a programme of up to 100 projects across a number of work streams being delivered by a team of 13 Project Managers• Responsible for a reduction of response times to change requests by nearly 30%• Responsible for a reduction in time of delivery of work by over 30%• Ownership of project area finances and financial reporting for all three work streams• Active participation in programme wide improvement initiatives delivering over a dozen service improvements across a number of work streams• Improved user perception reflected in Customer Satisfaction Surveys following improvements initiatives Show less

• Responsible for reducing number of outstanding changes to an all-time low• Introduction of process improvements and efficiencies• Focused attention on reducing the time taken to respond to client change requests• Focused attention on reducing the time taken to deliver work through the change request process• Ensuring that the team deliver change work within SLA’s

• Taking ownership of a large number of sites and project management of a number of estate wide refresh deployments including End User Devices, Servers, Switches, UPS’s and VoIP upgrade and handset replacement• Creation of a supplier escalation tool for supplier manager and creation of a supporting process for escalating supplier issues• Taking ownership of procurement process and stock control for estate wide deployment of servers, switches and UPS’s across the estate• Identifying… Show more • Taking ownership of a large number of sites and project management of a number of estate wide refresh deployments including End User Devices, Servers, Switches, UPS’s and VoIP upgrade and handset replacement• Creation of a supplier escalation tool for supplier manager and creation of a supporting process for escalating supplier issues• Taking ownership of procurement process and stock control for estate wide deployment of servers, switches and UPS’s across the estate• Identifying a DOA process and taking ownership in the light of a high volume of DOA devices Show less

• Review of client produced Change Requests• Production of Commercial responses within SLAs• Managing the bid process from end to end

• Management of the live support and delivery of the XHIBIT Court Room application within SLAs• Took ownership of the MoJ estates rationalisation program and put appropriate process in place to improve quality and efficiency of commercial response• Created a catalogue process for creation of new Court Rooms in MOJ buildings• On boarding TUPE'd staff and managing culture change

• Reduction of Service Credit payments incurred by support teams to record lows often hitting zero• Reduction of outstanding desktop support calls reduced to an all-time low often hitting zero outstanding• Creation of new Windows Desktop Environment for estate wide rollout to 4000 devices• Man-management three support teams of over 20 staff• Pro-active and Re-active problem and incident management• Project management for many key projects to the service… Show more • Reduction of Service Credit payments incurred by support teams to record lows often hitting zero• Reduction of outstanding desktop support calls reduced to an all-time low often hitting zero outstanding• Creation of new Windows Desktop Environment for estate wide rollout to 4000 devices• Man-management three support teams of over 20 staff• Pro-active and Re-active problem and incident management• Project management for many key projects to the service including:o Implementation of a Microsoft SMS systemo The rollout of a new Electronic Patient Record system across the estateo The rollout of a new Theatres systemo The integration of support teams to improve response time and reduce service creditso The introduction of an automated account set up and management systemo The introduction of a knowledge base for on-site engineers Show less

Several roles held on site including, helpdesk operative, desktop support engineer, desktop support team lead and service support lead before taking on role of Deputy SDM in October 2003.