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 and review with the service providers to ensure all of BAML's requirements were met. To make presentation to BAML senior management and stakeholders as to the suitability of the offerings and to make final recommendations.

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 satisfied with Incident resolutions. To implement ITIL incident management process to all pan-European operational areas. To undertake process gap analysis to identify and implement areas of improvement and enhancement in quality and efficiency. To ensure KPI delivery as per SLA. To develop and implement process and strategies that ensures continuous improvement of the incident management processTo create incident reports to outline root cause, corrective measures and remedial actions for presentation to the customer. To matrix manage 3rd line technical teams through to incident resolution including Network, Storage, Windows and Unix 3rd line teamsTo be on call 24/7Achievements Defined incident management strategy across DCIS, Net Ops and CMS departments. Implemented and drove pan-European ITIL incident management process. Increased the visibility of the role, absorbing responsibilities from the head of service management into the role. Defined and implemented ITIL incident management process between the CMS and Telco arms of the company and ensured the adherence of all relevant technical support teams.

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 of 800 senior staff. To own SLAs across the IT Service working within ITIL frameworksTo design and implement all Incident management procedures for Global CorporateTo manage all major incidents. Working with internal and outsourced stakeholders, defining specific responsibilities and procedures for incident response. Chaired incident review meetings with internal and external stakeholders. Identify and manage service improvement initiatives and implement ITIL methodologies. Review and manage service change requests. Assess the business impact of the change and approve its implementation. To deliver IT Service Reporting to Group IT and the company Executive board. Chaired weekly service/incident reviews with the business and monthly reviews with the executive. To provide statistical analysis and reporting on all aspects of the GCUK support function. Managed the content of the IT Service intranet site for GCUK. To work as part of the UK service management team to improve overall service offered to Zurich. AchievementsManaged all major incidents to completion during a turbulent migration of support function. Used this experience to design the incident management procedure set and successfully negotiated its implementation with board level and outsourced stakeholders. Ensured the continued adherence to incident management procedure and increased customer satisfaction from 68% to 89% on an average 6000 calls per month in a 6 month period. Achieved buy in from all stakeholders to improve the effectiveness of Zurich's incident response.

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 based onsite at PwC. Deal with the day to day running of the team, SLA negotiation and compliance. Service Delivery Manager tasked with improving customer experience of the support infrastructure and the relationship between Fujitsu and Cap Gemini support teams. Managed all major incidents affecting PwC and worked with Fujitsu support teams to see the through to resolution.Hosted incident review meetings with key staff from Fujitsu and PwC to address root cause and solutions.Presented monthly incident reports to senior PwC staffDevised and negotiated the implementation of SLA's prior to and following outsourcing off support function to Fujitsu using ITIL methodologies. Devised and implemented new security controls and policies regarding use of external devices across the UK arm of operations. Identified, devised and implemented service improvement measures within an ITIL frameworkResponsible for the hiring of new staff and quarterly staff appraisals and management of 11 direct reports. AchievementsSuccessfully managed the OS-Security team with an average of 98% of issues resolved within SLA based on an average of 3000 calls per month. Successfully managed the SLA commitment to PWC following outsource to Fujitsu bringing them into line with ITIL guidelines. Managed a consistent month on month fall in both outage time and volume of major incidents. Ensured smooth transition of support to Fujitsu from a security management perspective. Deputised for the UK and ESS Operations manager on a regular basis due to his increasing international commitments.

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. Implemented and worked within defined service level agreements. Provided impact reports and progress updates to senior management. Achievements Involved in roll out of HP Ipaq hardware and training for senior Vodafone management worldwide. Successfully implemented new departmental SLA's following agreement from the customerManaged the handover of support from the Dublin offices to the Cairo offices.

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