Robert Coules Email & Phone Number

South Woodham Ferrers, GB

London, England, United Kingdom

Excited to be working on the Lower Thames Crossing project with Jacobs and National Highways

Chelmsford, United Kingdom

Personal consultancy providing ITIL Service Management and Project Management disciplines and processes to businesses. Expertise in ITIL processes, specializing in Service Operations processes – Request Fulfilment, Access, Event, Incident, Problem Management and Operations Control. Experienced Project Manager

Maidenhead, Berkshire, United Kingdom

Senior Project ManagerAP Moller Maersk/Hamburg SUD – Maidenhead (Remote) April 2019 – Nov 2020 Senior Project Manager responsible for the Service Design work stream as part of a Global SAP/HANA implementation across Hamburg SUD/Maersk. Responsible for designing, developing and implementing the ‘RUN’ organisation supporting the application and.

London, United Kingdom

Consultant Senior Project Manager working on transition and transformation of Global Service Desks.Responsible for Service Desk stream as part of a global SIAM project encompassing the transition and transformation of multiple Service Desks across the globe. Implementation of new Service Management tool set (Service Now) including Knowledge Management.

London, United Kingdom

• Managing a global team of Business Relationship Managers and on-site infrastructure support teams across nine geographical regions covering 139 offices. Responsible for Service Delivery and all operational and on-site.
• Managing Business Relationship Managers and a team of 240 plus insource/outsourced staff.
• Ensure effective end-user support is provided for all IT issues
• Successful rollout of 14000+ new laptop/desktops to regional offices within tight deadlines.
• Disposable of ‘old’ desktops/laptops in line with environmental guidelines
• Manage the Local IT budget activity for all country clusters within the region.

London, United Kingdom

• Responsible for Service Delivery Management and processes globally across Maersk Line IT. Devised, implemented and improved ITIL processes across all the internal support teams. Managed the external service provisions.
• Act as the single point of contact for the Business Relationship Managers and business
• Ensure effective end-user support is provided for all IT issues
• Maintaining relationships with both senior and operational management across business units
• Defining and ensuring the correct priorities are understood by central support groups
• Develop and align the service management processes across the regional IT teams

Copenhagen/London

• Responsible for the development, implementation and support of the BMC Global Remedy Service Management product. Management of the off-shore support team and vendor management of 3rd party developers (IBM)
• Implemented Remedy SMF 7.0 fully across all support teams in the group globally.
• Product owner, functional Manager for off-shore application support team.
• Responsible for the implementation of processes and work flow of the tool globally.
• Project managed the upgrade/installation of version 7.5 across the group.
• Subject matter expert for BMC Remedy SMF tool across the group

Project Manager for all UK infrastructure projects, including new office setups, server upgrades, etc

London, United Kingdom

Responsible for full service delivery to the customers from both in-house and out sourced service providers

London, United Kingdom

Managing a team of 28 helpdesk staff located in two business regions – UK and Netherlands. Responsible for 1st line support for all users in Europe, call logging using Remedy software and problem solving for numerous company systems and platforms.

London, United Kingdom

Output Services Shift Manager

London, United Kingdom

Console Operator for Banking systems