Alan Brough Email & Phone Number

United Kingdom

Southport, Merseyside, United Kingdom

Home Based

Part of a small project team to design and deliver a consistent Tiered Support Service Model (TSSM) that can be wrapped around products and solutions sold at Vodafone The model incorporated the 6 most demanded ITIL Support Services, Incident, Change, Problem, Service Level, Financial (Billing) and Request Fulfilment. A Foundation service wrap was defined.

Home Based

Responsible for the service relationships with Shop Direct Group (worth approx. £10 million pa) & Yodel Contracts (worth approx. £2 million pa). Responsible for proactively driving improvement and development of the service. Influenced the Service Level Achievements, and drove service performance on behalf of the customer through relevant Vodafone teams.

United Kingdom

• Responsible for commercial relationships with all IT suppliers / partners within a company that outsource’s the majority of its IT
• Renewed / replaced telecom (Fixed line, Mobile, and Telephony Switch) contracts with a view to removing poor performing suppliers, and rewarding high performing suppliers with more services, and ensure best value for.
• Implemented and run a CAB to Morrison to monitor change within our environment that our Partners participate in.
• Implemented and run a RCA process to evaluate our commonly failing technology to feedback to suppliers and our internal architects
• Championed a ‘Shift Left’ methodology to ensure that IT Tasks are performed at their lowest cost, and as close to the customer as possible
• Managed 7 people in the Service Delivery team (4 x internal Helpdesk, 2 x Operational Assurance / Training, 1 x Manager)

Liverpool, United Kingdom

• Formalised Incident Management Process with industry standard documentation techniques
• Introduced ITIL Methodologies to streamline tools and processes
• Simplified the Escalation Process and Integrated it back to the Service Desk
• Participated in a ‘Fault Rate Reduction’ project that reduced fault rate within the 2nd line of IT by more than 25% in 3 months
• Participated in a ‘Shift Left’ Programme that aimed to move work to its must appropriate support level to encourage cost savings
• Seconded into Major Incident Management team to actively manage live P2 incidents

Blackpool, United Kingdom

• (DWP Account) / Service Level Management Process Lead (DWP account)
• Ensured the timely creation of information that formed the basis for the production of all contractual EDS Tower Service Level and KPI Reports including SI&M (Service Desk), Desktop, Application Maintenance.
• Defined the method of reporting for each new service level as they went live for the SI&M Organisation (Operational Implementation Plan’s & Work Instructions)
• Got agreement from the customer that the method was accurate and repeatable
• Reported each service level within timescales given in the SI&M contract
• Presented supporting MI to customer to back up reported service levels

London, United Kingdom

• Management of all PC Support Issues in various sites including:-
• Remote network access support
• MS office & Bespoke application support
• All hardware failures (via 3rd Party Contract)
• Anti-virus protection
• Patch management