Responsible for the Consolidated Services level 1 support groups in the IDEAs division.

Responsible for the implementation and development of IT Service Managment systems, as well as workign with functional IT leads to enhance the effectiveness and efficiency of their teams.

Responsible for first-line IT support to 67k employees, in 5 languagesOwnership of incident management resources & processesManaging a team of 55 staff in the Philippines, the UK, Germany, Morocco, and the USFocus on incident management and service requests, inputs to Service Level, Change and Problem Management functionsMeasuring, managing and reporting team performanceEscalation for major incidentsPost incident reviewsSupport plans and SLAs for key clientsDeveloping the team, processes and toolsetsAlignment with IT and business strategyCustomer satisfaction surveysKey achievements:• Consolidating 21 teams down to 5• Defining services offered, with target service levels• Review meetings with other support functions• Documented standards for all processes• Standardisation of voice, alert and e-mail handling systems• Business case to consolidate all first-line Spanish and Portuguese language support• New French language team in Casablanca

Responsible for delivery of IT Service Desk, Active Directory and Exchange integration projects across EMEA.

Managing 3 in-house business systems:- a web-based end-to-end outsourced staffing supply system- a front-office CRM, recruitment and contract administration tool- a Flash-based MI reporting systemRoadmapping and developing each product in line with business objectivesEnsuring availability of the systems, both internally and to clientsMigration to new infrastructure to enhance availability and capacityLiaison with business representatives to ensure an appropriate standard of serviceCoordination of 4 developers & management of 2 training & support staffSystem demos at sales presentationsManagement of development requestsBusiness process analysisCreation of system specifications and development / release plans

Scoping, planning, and delivery of IT projectsBusiness process analysis and solution designSystems projects:- acquisition and rollout of a candidate assessment system- website developments, migrations and customisations to improve search-engine rankings- implementing a customised CRM and time & attendance system- implementing modules of a pay & bill systemInfrastructure projects:- office moves, mergers and refurbishments- Network, telephony and desktop hardware refreshesA key achievement was the production of a lightweight PRINCE2-inspired project methodology with document templates tailored to the company