Alex Darling Email & Phone Number

Manchester, Gb

• Service Portfolio Management: Managed the delivery of 30+ business-critical IT services across multi-cloud and on-prem environments, ensuring alignment with global business objectives and IT strategy.• Led SLA Improvements: Directed improvement plans across multiple teams, achieving a sustained 95% SLA adherence for 6+ consecutive months.• Service Cost Optimization: Developed and implemented a cross-charging methodology for IT service costs, driving transparency and accountability across business units.• Cost Savings Initiatives: Realized over £500k in annual cost savings via contract rightsizing, vendor consolidation, and service optimization.• Automated ITSM Processes: Introduced scheduled ITSM tasks, including automated audits and service health checks, reducing manual workload and improving service consistency.• Continuous Improvement: Spearheaded service improvement initiatives, achieving a 40% reduction in monthly infrastructure alerts.• Escalation Management: Acted as the primary escalation point for high-priority incidents, leading incident response teams and ensuring clear communication with stakeholders, including C-suite executives.• Vendor Relationship Management: Led strategic vendor reviews and drove contract adjustments to improve SLA adherence and ensure continuous service improvement.Key Achievements:• Introduced the Power BI service into the business, driving enhanced reporting and visual insights.• Built and evolved an Azure cost management dashboard, leading to £300k in operational savings.• Upskilled internal teams to reduce reliance on third-party managed service providers, enabling greater in-house control of IT services.

Surrey, England, United Kingdom

Managing & Owning the lifecycle of over 30 Crown Jewel services. Data centre Cloud migration.ITSM Standards owner.License Management.Knowledge Management. Service Catalogue Creator.Disaster Recovery Governance.Vendor Management.Capacity Management.Availability Management.Proactive incident and problem management.Power Bi & Big Data

London, United Kingdom

Vendor Success/ManagementProcess ownershipKnowledge ManagementDigital Channel Delivery, Click & Collect (Mobile Order & Pay) Operations ManagementDrive Through SMEService Operations and Continual Service ImprovementRetail OperationsClient/Licensee Success

Port Sunlight

Following Responsibilities for Skype, Video Presence, WAN, LAN, WI-FI and Fixed Voice.Management of two global help desks - responsible for KB articles, Assignment rules, incident processes and SLA/DR targeting.Incident ManagementProblem ManagementChange ManagementUse of:RemedyExcelITILv3BERSRsPriority Management

Port Sunlight, Merseyside, United Kingdom

Level 4 Apprentice at Unilever - Port Sunlight, Managing communications on a Global scale.Working with a range of suppliers.Contract management, End of life management, IPT and PBX Management.Decommissioning Mgmt.Network ServicesShared ServicesCommunication Management

Foundation Degree, Computing & It

High School, Information Technology, Ddm

Programming in C++ Digital Graphics Animation Networking Cyber Security Web Development