IT Service Delivery Manager (Transition) - Assuring projects into live operations.

Role resulting from Spin Merge of Hewlett Packard Enterprise and CSC

Role resulting from Spin Merge of Hewlett Packard Enterprise and CSC

- Accountable for the Incident Process for DWP's Desktop and Hosting Contracts- Took over Incident Management Process in Red rated state and returned Account rating to Green in 10 weeks, successfully meeting all exit criteria of the Go2Green Plan. - Governing circa 14000+ Incidents per Month, including quality reviews, trending of incidents to create Problem Records and overall reducing Incident Volumes- Reduced total volume of escalations to lowest in previous 13 months- Drove collaboration sessions with technical support groups resulting in a continual rise in the Incident to Problem linkage over previous 4 Months with the trend predicted to continue due to Incident Handling processes implemented and governance being applied.

- Leading and Owning the Capacity & Availability Process for UK Public Sector, standardising where the account contract schedules allow and understanding the complexity of accounts which cannot.- Onboarding of Capacity Management process onto new accounts- Lead Capacity/Availability Management Maturity Assessment work streams for ‘Intensive Care Programs’- Chaired regular review meetings for UKPS accounts.

- Lead the Knowledge Transfer Plan for the relocation of the DWP Capacity and Availability Management Process from Lytham to Newcastle- Lead the Capacity & Availability Management teams supporting the DWP contract managing over 16000 Server CI’s across multiple technologies including Linux, Windows, Mainframe, SAN & Backup- Realigned processes to HPE standard and achieved 5/5 rating during Internal Audit consisting of ISO9001, ISO20000, ISO27001, ISO14001, ESIS, CMMI, eSCM-SP.- Developed automation (VBA/SQL) from concept to implementation to produce Monthly MI with a single button press (Reduction from 40 entirely manual man hours)- Created and Implemented Storage Area Network Growth models

Being the Operations Shift Manager I had the responsibility to ensure the 24x7 operations team complete the millions of pounds of benefits payments per day and provide a single point of contact for any issues or escalations.Duties included a varied range of activities, some of which were:Impacting release improvements, shift resourcing, mentor to an apprentice/less experienced staff. Being involved with and contributing to Incident, Problem & Change management activities, Operations maintenance, Complaint Handling, Customer Relationship and teamwork, All of which were and are key to maintaining a world class level of Service Delivery.- Attended planning and implementation meetings to provide input of high complexity from an Operations perspective. This included working with the Project Implementation Manager and individual project teams to ensure delivery goals were attainable.- Coordinated the completion of daily batches and allocation of work across the team. When service issues were present I had the ability to provide leadership to the team and communicate complex IT issues to multiple areas of varied technical understanding. - Personally Inputted & raised CSI initiatives as well as inspiring and motivating the team to do so. - Planned training activities and motivated staff to do this so to achieve better results for the individuals, team and account.All of the above were carried out on multiple high profile accounts.

Provide System Management Support to the 24x7 Operations teams VME applications for multiple high profile accounts. Completed Mainframe migration activities, routine maintenance, monitoring and operation activities to enable the clients services to be available.

Nominated to be the Problem Lead for 24x7 Operations for VME. I was involved early in the deployment stages and at a Global coaching event. Although it was early in the program deployment, I:• Contributed to the development of the user functionality of a CSI Planner tool, which is a globally delivered tool• Liaised with the UK&I Problem Coach and Deployment Manager to discuss technical issues I identified• Involved with report creation that will be used throughout the DWP account• Used Qlikview and Control Charts to learn the application with a view to identifying problems in the near future• Created a stability plan to improve service levels/efficiency.

Completing Shift Manager duties when absent, Impacting release improvements, Shift Resourcing, Mentor to an apprentice, Problem management, Change management, Operations maintenance, Complaint Handling, Customer Relationship and teamwork. The above are carried out on multiple high profile accounts such as DWP, MOJ and Rolls Royce.

Involved in all aspects of VME and general work carried out by the 24x7 Operations Team. Solving complex problems, pro-actively avoiding them wherever possible and providing guidance to less experienced staff.

EDS Apprentice / VMe Mainframe First Line Support