Alison Daniel Email & Phone Number

United Kingdom

High Wycombe, England, Gb

High Wycombe, England, Gb

Hannover, Lower Saxony, De

• Manage IT Service for all Retail and Websites for TUI Northern Region (UK, IRE and Nordics)• Manage third-party suppliers so they deliver to agreed SLA’s• Work with Incident manager to identify trends and deliver on strategies to reduce overall ticket volumes• Key point of contact during major events (Black Friday/Peak etc)

Milton Keynes, Buckinghamshire, Gb

• Oversee all requests, incidents and problems. Acting as a hierarchal point of escalation and co-ordinate response to critical issues raised• Monitor and manage incoming ticket volumes. Identifying trends and deliver on strategies to reduce overall ticket volumes• Own and lead the Change Management function within ITSO• Provide comprehensive ad-hoc and monthly reports on SLAs and KPIs for the entire IT department• Ownership of the ITSM ticketing system, making changes and improvements to workflows where required• Install a culture of continual service improvement• Manage third-party suppliers so they deliver to agreed SLA’s• Provide 24x7x365 “On Call” Support on a rota basis• Act as Major Incident manager for all incidents when “On Call”

Northampton, Northamptonshire, Gb

Responsible for the end to end deliver and run service for the BI Service to TP Group - improved Service by implementing ITIL processes and focused Support rotations - improved Dev by implementing planning cycles to provide audit-able work trail

Northampton, Northamptonshire, Gb

Implement Service Management Processes across IT. The interface between IT and the businessAccountable for the services and meeting the agreed service levelsEnsure that IT services are fit for purpose and helping the business achieve its goalsLead the service teams in delivering a first class service and ensure teams are delivering quality services

London, Greater London, Gb

Implement Service Management Processes across ITResponsible for day to day management of Service DeskManage team of 3 first line Service Desk Analysts and 4 second line Service Desk Analysts.

London, London, Gb

Responsible for ensuring the Supplier Governance Process is adhered to.Ensuring Service Managers maintain healthy relationships with all suppliers going forward.Ensure that IT can effectively meet its service targets in accordance with planned business objectives.Ensuring Problem Management becomes part of the overall Incident Management Process

London, London, Gb

Responsible for maintaining the availability and reliability of the Ecommerce IT services suite, ensuring that IT can effectively meet its service targets in accordance with planned business objectives.Acting as the primary point of contact for Availability management within the Marks and Spencer ecommerce and multichannel operation. Defined and delivered associated actions driving supplier teams to ensure that Peak and Business events were successful from a systems availability perspective.Developed and maintained internal and external relationships with the Business, IT and suppliers.Ensured availability management processes were aligned to ITIL best practice. Designed and produced senior level reporting to ensure agreed levels of availability, reliability and maintainability could be measured and monitored on an ongoing basis. Implemented continuous improvements (CSIs) to achieve reductions in frequency and duration of incidents Carried out proactive monitoring to recognise shortfalls in availability to ensure appropriate corrective actions were identified and progressed.Created and maintained a forward looking availability plan aimed at improving the overall availability of Ecommerce IT services and infrastructure components to ensure that existing and future availability requirements were met.Designed and implemented a regular availability review process with both key business and IT representatives allowing for appropriate actions to be taken to maintain or improve availability levels.

Houghton Regis, Dunstable, Gb

Owned and managed the end to end delivery of IS Service to a defined customer base. Ensured services were managed effectively by suppliers using defined Supplier Governance Processes and Continuous Service Improvements.

Houghton Regis, Dunstable, Gb

Owned the management and delivery of the end-to-end, daily IS Service to the defined customer base, through working with 3rd party and internal IS suppliers teams. Management of operation and continuous improvements of IS Service Delivery through ownership of defined supplier/customer service improvement plans. Responsible for key business and IS stakeholder relationship based on brand alignment. Major Incident Management, responsible for its invocation and ownership through to successful resolution and restoration of service, agreed with relevant business and IS stakeholders. Management of relevant Suppliers, to ensure the correct focus and appropriate improvements in Problem, Capacity, Availability, Service Level Management, aligned to industry best practice. Managed a team of 3 Service Delivery Analysts, providing direction and vision of area to ensure alignment and cohesion of delivery. Ownership of several different Service Delivery streams at once, to ensure the right level of management focus was maintained on supplier delivery.

Houghton Regis, Dunstable, Gb

Managed and built challenging, but effective partnerships with service providers to ensure Service and small change was delivered as per agreed contract and actions taken to redefine as required. Reviewed operational service costs and challenged where appropriate with suppliers and business to ensure maximum value was obtained from operational spends. Proactively identified opportunities to enhance services provided by working collaboratively with all suppliers and understanding market & industry changes. Improved Service delivery processes delivered through team & cross supplier collaboration. Worked with suppliers to ensure that they were reporting at an appropriate level, SLAs were tracked and challenged where appropriate and stretch targets were in place. Providing regular reporting at required level of detail to agreed stakeholders working closely with the Service Delivery and Change teams to manage Continual Service Improvement with each supplier and drive service improvement opportunities across the service provided. Identify and flag IS Security or Risk concerns to ensure they are mitigated by suppliers or addressed by IS Security management

London, England, Gb

Manage a portfolio of applications in line with agreed SLA's, standards and budgets using ITIL processes. Work with the client facing teams to ensure applications deliver what is needed by the business on an ongoing basis. Ensure managed software releases do not inpact agreed SLA's

Round Rock, Texas, Us

Ensured that all EMEA CRM/Sales and Marketing Application issues were resolved appropriately, dependent on issue severity within appropriate SLA. Developed, remotely managed and led team of 3 first line support analysts and 1 second line support analyst. Continuously informed business partners on issue status. Engaged external IT and development teams to aid issue resolution as required. Updated IT Management team daily on status of high severity issues.Successfully transitioned new applications into CRM application portfolio/arena by guaranteeing suitable support team engagement. Ensured existence of all pre-deployment documentation. Reviewed and commented on all documentation as needed. Deployed new applications and changes into live environment and verified complete compliance with Dell Change Procedures. Liaised between Dell IT teams and Dell Business and organised and chaired weekly meetings with development teams to ensure clear communication and sign-off on upcoming changes and new applications. Provided continuous updates to development teams. Rewrote and implemented improved procedures. Highlighted Accomplishments:• Established, trained and mentored Level 1 support team in Malaysia. Team is now one of the most efficient teams in EMEA and is consistently resolving 95% of issues within SLA. • Designed and implemented Support Project engagement process documentation to eliminate question repetition, providing basis for engagement support meetings; document has been rolled out globally for use of application support teams, creating clear definition of roles for different teams, including development, support and DBAs forming the basis of deployment and handover meetings; document has significantly reduced repeated tasks and dramatically increased efficiency. • Maintained availability/reliability of application servers. Proactively replaced multiple number servers within portfolio with minimal business interruption.

Round Rock, Texas, Us

Application Support Analyst 1999-2004Promoted to take ownership of complete support of EMEA CRM applications after one year. Provided support on internally developed applications. Ensured that all issues had corresponding Trouble Ticket number (for tracking purposes); tickets were kept up to date until issue is resolved within SLA. Contacted users on receipt of issue and attempted to replicate issue. Highlighted Accomplishments:• Performed due diligence to determine cause and resolve all issues rapidly and correctly, including step through of code when required. • Liaised closely with Dell business owners and developers; worked to resolve all open issues within agreed upon SLAs. Reviewed and represented all changes/developments at daily change review board. • Dramatically grew CRM application portfolio and spearheaded development of initial first line support team. • Received 100% on Customer Satisfaction Surveys.

Reeuwijk, Nl

2:2, Business Computing

Education record