Fulfilling a dual role responsible as Service Delivery Manager and exploitation of deployed Operational Support Systems capability. This was a new role created as the organisation changed it’s operational model to adapt in the changing market and to be in the best position to benefit from this. Initially recruited to fulfil the exploitation role I took on the support as an interim responsibility but have restructured the team to allow me to continue to have overall responsibility for both areas. The toolset provides capability to all technical parts of the business and gives visibility of service performance to the newly created Service Management function.

Working as a part of the newly formed NSN Service Management function within the managed services area of the business, I have been responsible for defining processes and interfaces for a new managed service contract that was recently transitioned into NSN. The contract was for the monitoring and management of the Orange UK Radio Access Network and a major thrust of this was that the monitoring roles would be off-shored to centralise monitoring and reduce costs. Within this role I have had responsibility for representing the company in meetings with the customer to address specific issues that have arisen as part of the transition.

Responsible for all aspects of the support and monitoring of the production environment, building a team from scratch providing 1st and 2nd line support on a 24 x 7 basis. The company is a fast growing company that has been established since 2000 with it’s own products and carries out payment processing on behalf of external partner companies. The company reached a point where it has identified a need for more control and I was brought in to utilise my experience of managing live technical platforms within an ITIL based process framework and toolsets. I have a remit to identify and implement the most effective way of providing support and have been investigating the most economical way of delivering this, the remit includes tools, processes, partners and external support agencies. I deal directly with internal and external customer regarding the solutions we can offer

I was responsible for managing the all aspects of the live delivery of all technical changes to the infrastructure, along with the management of the configuration management team. These teams operate, alongside other ITIL disciplines, using the ITIL model as a framework for the processes and operational procedures. I was also responsible for the delivery of all services into the operational management function, ensuring all service quality and support requirements were met at the point of delivery and ongoing.

Responsible for the ongoing support and upgrade of the metwork management platforms within Orange PCS