• Cloud Operations Consultant, UNICA Project (Aug 2016 – Present):o Defined and documented the service support modelo ITIL process design (change, configuration, incident, problem)o Integration between global support organisation and local countrieso Undertook operational gap analysis and presented to customer o Handover of project deliverables into operationso Operational Risk and Issue Managemento Identification of service management tooling requirements

• Service Integration and Transition Manager, aviation & distribution company, large service take-on and cloud transformation project (Oct 2015 – Aug 2016):o Conducted process and operational maturity assessments on behalf of customero Responsible for the design of ITIL policies & processes on behalf of the customero Responsible for the integration of processes between ourselves and the customero Assisted with service management tooling and integration o Defined the overall test strategy and managed test execution and sign-offo Handover of project deliverables into operationso Supplier on-boarding• Lead Service Integration Consultant, large government agency, cloud migration project (Oct 2014 – Oct 2015):o Responsible for the integration of processes between ourselves and the customer.o Working with a SIAM model to provide integration within a disaggregated Service model.o Successfully led the transition and migration of 4 critical services.o Defined and agreed operational acceptance criteria.o Test management activities and quality assurance.• Service Architect, secure government cloud offering (Oct 2013 – Oct 2014):o Successfully designed and implemented the service management framework and processes needed to comply with the PSN and gain IL3 security accreditation.o Led the implementation of new Service management toolset (Cherwell).o Identified new resource requirements, interviewed & selected appropriate staff.o Supported pre-sales activities.• ITIL v3 Process Designer, internal ISO20000 initiative (Aug 2013 – Oct 2013):o Hosted workshops to identify and define new processes to align with ITIL v3.o Assisting with ISO20000 accreditation.• Service Management Consultant, managed services customer (Jun 2013 – Aug 2013):o Conducting process maturity assessments.o Providing recommendations for process improvements.o Creation of a management reports and presenting to senior management.

Providing consultancy to wide of range of clients and market sectors on behalf of HP Software Professional Services:• Implementation Manager, large Bank, global service manager 9 programme (Aug 2012 – Jun 2013):o Responsible for the implementation and adoption of a service manager 9 toolset rollout to 5000 users globally.o Provided direction and guidance to 13 implementation leads across the business.o Utilised project management capabilities to support the programme.o Devised the implementation and communication strategies to support the transition.o Managed a team of 5 consultants.• Continual Service Improvement Manager, multinational bank, desktop CIP programme (Apr 2012 – Aug 2012):o Successfully designed and implemented a continual service improvement process.o Identified new improvement initiatives to help reduce operational costs.o Presented at monthly service reviews to senior customer stakeholders.o Supported pre-sales activities.• Lead Service Management Consultant, large government department, cloud and automation programme (Nov 2011 – Apr 2012):o Design and documentation of the service architecture and processes in line with ITIL v3 to support a cloud solution.o Leading a team of process analysts.o Conducting workshops and awareness sessions with key stakeholders and obtaining senior stakeholder buy-in.o Identifying service management resource requirements.o Conducting gap analysis and providing recommendations for process improvements.o Creation of management reports and project planning.o Working with agile project management methodologies.• ITIL V3 Process consultant, oil provider, global hosting programme (Aug 2011 – Nov 2011):o Designing and documenting support processes in line with ITIL v3.o Stakeholder workshops lead and co-lead.o Conducting training and awareness sessions to internal stakeholders on a number of processes.o Providing recommendations for process improvements.o Documenting operational procedures.

Responsible for SciSys’ delivery of application support services to a key customer within the public sector. I was also responsible for the delivery of a number of internal services. My duties included the following:• Managing a team of support analysts. • Providing consultations, workshop facilitation and assisting customers with developing business requirements.• Re-defining and documenting support processes in line with ITIL v3.• Delivering training to internal users and external customers.• Conducting regular Service review meetings with customers and presenting performance reports, to both customers and internal management.• Supporting project managers in developing scope of work, estimates, schedules and resourcing.• Assisting with application take-on, service transitions and assessing service readiness.• Carrying out financial management activities including budget planning and revenue forecasting.• Developing and presenting business cases to senior management on improvement initiatives.• Assisting with quality audits.• Keeping up-to-date with Service Management developments and attendance at itSMF events.

Customer facing, People management, Project Management & Test Management.

MS SQL Server, VB 6.0, VB.NET, HTML, Javascript, XSLT, ASP, ASP.NET, Linux, Apache, MySQL, PHP

ProspectSoft is a Customer Relationship Management (CRM) software provider. My primary role was to provide support on every aspect of the software such as installation, implementation, reports and querying. I was required to meet agreed service levels which were regularly monitored. Other tasks involved maintenance of database and replication. I also experienced customer services, product testing and product development. Technologies used: PROSPECTSOFT CRM, VB 6.0, EXCEL, SQL, SYBASE, XML.