Andy Watson Email & Phone Number

Sunderland, United Kingdom

Various roles (but not limited to)Customers: Working LinksSunderland Education AuthorityService Management, Vendor Management, Contract rationalisation, Service Improvement initiatives, 3rd party engagement and negotiation, Service transition, Service introduction, Service acceptance, SLA design

Durham, United Kingdom

Leading the Vendor Management, Service Transition and Release Management Teams

Durham, United Kingdom

Prudhoe

• Key Leader within the Daisy Service Delivery Management Team, inclusive of executive sponsorship.• Accountable for X10 Service Delivery Managers, Syndicated, Desk Based and Dedicated SDM model.(Multi million pound corporate and Public Sector accounts).• Responsible for Service Delivery Management P&L.• Staff performance management across multiple geographical locations via objectives, KPI’s, Action Logs and one to ones.• Installing Customer Service excellence ethos across all service functions.• New bid awareness for corporate sales opportunities. (inclusive of Bid governance, service transition, service acceptance within a multiple client support function)

Prudhoe, Northumberland

• To Provide a 24/7 365 Major Incident and Problem Management function and act as the Senior Service Management Representative out of hours. • Ensuring a consistent approach to the management of Major, Critical and Crisis situations across the full range of Daisy supported services. • Leading Post Incident reviews, writing Major Incident reports, supporting Incident Managers in identifying real causes and accurate descriptions of incidents and impacts, recommending remedial actions and preventative measures. • Ensuring that Problem Management activities are completed post incident and utilise problem/ known error processes to ensure root causes of major/ high priority incidents are clearly identified, leading to the eradication of all-underlying faults. Identifying and taking action to improve the service assurance process and thus increase customer satisfaction. • Creating a high performing and collaborative culture by demonstrating a drive for continuous improvement, showing commitment and drive to achieve results and improve departmental effectiveness. Provide regular client and internal senior management communication, giving clear direction and guidance. • Acting as an escalation point and provide support to department team managers by defining best practice and quality standards and ensuring they are understood and followed.• Own and manage Service Improvement activities• Undertake effective Risk Management strategies

Newcastle/Sheffield/Lytham St Annes

• As well as leading the Problem Management team members, the main responsibility of my role was to make an already existing process conform to ITIL standards therefore ensuring a much more proactive robust Problem Management process was put in place. The changes I made showed massive improvements, such as a reduction in the number of open problems and also the end to end problem timeframe was significantly reduced. The changes resulted in very positive feedback from the Client.• As an aside to the Problem management role I worked with the HP Continual Service Improvement team. As part of this role I was involved in developing a trending tool that allowed us to highlight the main issues and the impact they were having on the DWP business. This activity enabled HP to proactively support/resolve any issues before they have a major impact for the client.• This position allowed me to develop more analytical skills, whilst still utilizing my communication skills to form excellent working relationships with all of the other ITIL disciplines within both the HP and DWP Business. These working relationships were further developed as I was Chair of the departmental and senior client meetings. These meetings enabled me to show leadership qualities whilst ensuring that I am diplomatic and professional with both HP colleagues and Clients.