Andy H. Email & Phone Number

United Kingdom

• Completed Graduate Scheme in August 2013.
• Telephony Service Line Owner: managed daily service operations for 32,000 users; managed third-party supplier contract (Level 3); incident & order management; senior customer engagement; profit & loss management (£6m.
• Whitelisting Service Owner: resolve high priority website access issues; process mapped the service; and negotiated to make it chargeable (£500 per request).
• Project Management: recently led projects include;o Lean Management: identified 150+ redundant servers; obtained funding; arranged safe removal and destruction (£6,000 monthly saving); and identified repurposing.
• Change Management: control & monitor SNOW Change approval process; liaise with change owners & customer; manage Change Analyst relationship; and contribute to SCRB/CAB reviews.
• Stakeholder Management: engage with customers & suppliers (Level 3) on areas such as process reviews, financial reviews, cost negotiations, and ad hoc issues.

• Started on a two-year Graduate Scheme based on a major account.
• Incident reporting & analysis with the intention of identifying key areas for service improvement across the estate, including writing a macro report that automatically categorised incidents by a list of criteria.
• Ownership of internal Risk Register, engaging with all Service teams to identify & prioritise risks, devise methods of managing them, and developing contingency plans.
• Ownership of external Risk Register, including chairing monthly risk reviews with the customer, advising them of risk containment plans, and liaising with them to identify and manage shared risks.
• Reporting & analysis of service complaints, including proactively encouraging complaint owners to resolve them with users, and categorising complaints to identify service improvement opportunities.

• Monitoring & progressing all changes raised internally, and keeping an up-to-date record of their progress.
• Chairing Change Advisory Boards (CAB)
• Participating in Change Review Boards (CRB)
• Working with change owners to prepare them for CAB & CRB, to ensure their changes were ready for review.