Ben Chapman Email & Phone Number

London, United Kingdom

London, United Kingdom

Senior Service Delivery lead engaged to own operational support for the Front End M&S.com web platform, the ‘Sparks’ customer loyalty programme and the PIM (Product Information Management) function reporting to the Head of IT Operations.

London, United Kingdom

Major Incident Manager engaged to lead the Major Incident Management function and the Change Management function for TheTrainline.com

Senior Incident Manager working for the GPU team on a GPP roll out.

Outsource consultant engaged to advise on all aspects of the automation outsource of the DBA function. To review all responses to the Merrill Lynch Bank of America Request for Proposal (RFP) and eliminate unsuitable responses. To co ordinate all internal stake holder requirements and ensure the responses covered these requirements. To analyse the responses.

Senior Major Incident Manager responsible for the resolution of major incidents affecting UK and European customers. Problem management of selected high profile customers. To manage major incidents on a pan-European basis adhering to ITIL best practise incident process. To manage customer and internal stakeholders at all levels and ensure they are.

Service Delivery Manager accountable for the operational delivery provided by the support environment for Global Corporate UK. Responsible for managing the operational service support and desktop support team. To manage the Business IT Support Centre team members comprising a team of 7 desktop engineers and 2 resource assistants supporting a customer base.

PriceWaterhouseCoopers 1 year/Fujitsu 2 years (On site following outsource), London. Contract.To act as Service Delivery Manager, improving the service offered to PWC following outsourcing of support to Fujitsu. To manage all major incidents to completion working closely with all involved support teams to gain resolution. To manage the OS-Security team.

To manage the Outsourced technical support and administration team for Lotus notes R5 network and Vodafone intranet. Redefined procedures and service level agreements for the support team following internal restructuring and acted as liaison to senior management.Delivered training and shadowing for new staff on Lotus Notes, Vodafone intranet and HP Ipaq..

Project managed the implementation of a dual helpdesk and desktop team supporting a Symbian test tool product, and provided 1st/2nd line support for Lotus Notes R6 from the ground up.

To provide 2nd line Support for Lotus notes/Domino and Outlook infrastructure and Administration of the Domino and Exchange networks to over 15,000 Reuters users worldwide

To work as part of the desktop support team to provide software and hardware support to an onsite user base of 400 internal staff:

Ba (Hons), Business Studies

2:1 Final assessment included 1 year Industrial Placement with IBM (see below)

A Levels; Gcse'S Including Maths, History; Geography, Sociology; Science And English