As the Head of the ITIL Process Management teams I am responsible for the people, processes and performance of all ITIL Service Management functions: Change Management, Incident (including Major Incident) Management, Problem Management, Availability Management, Capacity Management, Service Asset and Configuration Management (including CMDB), Continual Service Improvement for a UK client in the energy sector with a user base of 12,000 and varied technical estate. Managing a remote team of 25 people across geographies, including all HR and people development responsibilities.

The primary focus of my role is leading on Service Management improvement projects across the traditional ITIL Service Management disciplines engaging with teams from across the wider business and clients. This includes leading on improvements to self-service content to improve experience for users and increase efficiency for IT staff through automation and templating and revision of customer satisfaction surveys and the process using the feedback these contain. I have worked to bring the three constituent parts of the business to single ways of working, and improve the quality, reliability and presentation of service management data to senior stakeholders. I have led teams on a number of escalations and service stability workstreams to improve failing KPIs and bring services to meet client expectations.

As Service Management Lead for Capita Local Goverment Services I managed the IT Service Management team as part of a large Local Government Contract. My responsibilities include the management of the Service Management Team working to ITIL service management disciplines including Change, Major Incident and Problem Management.

I worked as Service Transition Manager for the Department for Education's internal Digital, Data and Technology team in an Agile environment. I was responsible for the creation of and agreeing service acceptance criteria with project and BAU support teams, including ensuring SLA and OLA requirements from suppliers are fit for purpose. I put in place early life support procedures for projects including clear entry and exit criteria. I liaised with key business stakeholders and senior management throughout IT projectsEnsuring engagement with service transition and service management processes including CAB, change and release board and IT information security accreditation and ensuring adherence to the IT governance stage gate process. I worked alongside operations teams to ensure they are ready to support services entering business as usual support. I worked on the programme migrating services into the Azure cloud, leading on a number of high profile applications including the Database of Qualified Teachers. I acted as the point of contact for service management for project activity for suppliers, users, senior management within DfE and IT delivery teams. I created of key reference guides and other knowledge articles for the service desk as well as service documentation including service operating models, service definition documents and supplier documentation.

I currently work as Junior Service Delivery Manager as part of Capita's IT partnership with a local government client. I am responsible for the management and operational service of IT support delivered to a large local government client with a diverse support environment. I am responsible for understanding and improving customer satisfaction and the perception of the IT service delivered to the client. I act as the point of contact for service management for the client.I have regular communications with the client and with senior management within Capita and the client team. I work with third party support teams to help progress service issues. To maintain this engagement I build successful relationships through effective communication.I provide cover for all other service management functions including Change, Major Incident and Problem Management.I own policies processes and procedures to support best practise service in line with ISO 20000 compliance. I ensure the BAU IT delivery to ensure it complies with defined contractual service levels. I work closely with project teams to ensure operational readiness before new services are acceptable into BAU.I own service reviews for several council portfolios. I run service improvement programmes and am responsible for continual service improvement. I work alongside technical and operational team to support a collaborative approach to service delivery.

As Change Manager for Capita as part of the IT partnership with Local Government client. My role is to own, maintain and improve the IT change process, policy and procedure for the partnership. I oversee all IT changes for the client which come from the client themselves, Capita and many third parties. I approve or reject all changes ensuring they are all fully assessed and reach the change minimum acceptance criteria: for example ensuring there are full implementation, roll back and test plans as well as liaising with technical teams for technical, impact and risk assessments. I maintain the forward schedule of change and ensure the configuration databases are updated post change. I communicate with local, national and international teams on a daily basis and maintain good relationships with all of these people. I chair the weekly change advisory board and internal change review meetings. In the event of a failed change I conduct a failed change review meeting to ensure that a similar change will not fail in future. I liaise with all necessary stakeholders within Capita and client for changes and communicate out the expected impacts of changes out to over 7000 client and Capita employees. Since taking on this role I have made significant improvements to processes and procedures to reduce failed changes and reduce incidents related to change.

Working in Capita's IT team for Local Government Client I was responsible for allocating engineers to required jobs and managing their diaries. I ensured that engineers are prioritised so incidents that occur are resolved within the service level agreements. I had to determine which jobs can be resolved remotely and liaise with the relevant teams (deskside, applications, networks etc). I managed the end users expectations and arranged visits with them. As well as incidents I dealt arranging moves, changes and installations for users to specification, including scheduling some project work which includes the upgrade of all the accounts PCs to windows 7.

I worked as a Customer Advisor answering phone and dealing with customers experiencing technical problems with their Sky boxes and also assess billing enquiries. I took ownership of customer problems. Iwas fully compliant with DATA protection and OFCOM regulations. My team leader also gave me extra duties in delivering team briefings and taking escalated calls from unhappy customers.I had a place on the CEL Development Panel taking a team manager, Customer Experience Leader, role covering for team managers when they are away. This involved me monitoring advisors to KPIs, coaching and briefing advisors enabling teams and leading them to success.