Brian Ward Email & Phone Number

United Kingdom

Responsibilities:- Lead/Manage a Global team of Professionals and Managers from the Service area delivering Software Licence Management , Security and Audit , Data Science and Data Analytics areas- Identify and implement opportunities for service improvement, implementing changes driven by proven data insights -Deliver and implement new ways of working across Service Platform to bring a proactive service stance focused on experience.- Help Establish and maintain robust service delivery processes in alignment with best practices such as ITIL , ITSM - Collaborate with cross-functional, international teams delivering effective Service strategies and tooling implementation- Drive and help oversee the delivery of services, ensuring adherence to SLAs KPIs, and XLAs- Drive tooling and analytics to continuously monitor and evaluate service performance, identifying areas of improvement and implementing service improvements to enhance customer experience.- Provide leadership, coaching and guidance to an international team, driving an inclusive culture fostering excellence, collaboration, continuous improvement; fast , flat and focused teams .- Deliver , iterate and provide excellent stakeholder communication and relationship management - Identify and lead initiatives enhance Ai Ops in analytics to identify best practices and key progress/ growth areas Skills -Experienced in leading IT service delivery teams, strategy and development in complex Global organisations- Strong attention to detail and organisational skills with the ability to manage multiple tasks and projects simultaneously- Strong communication and negotiation skills- Highly competent within Windows,Mac, Program , Project tooling ( Road Maps, Strategy , Strategy Execution Plans , OKRs )- Comfortable working under pressure on many engagements- Good understanding of Windows, Mac, networking, automation, devices,CISCO conference, Service tooling ,driving data analytics.

London, England, United Kingdom

Global Workplace Services Engagement Manager Support Programs, Projects and Lead these initiatives in engagement with our delivery teams. To use what we sell in our Services environment with a goal to innovate tooling to bring best practices and tooling to greater enhance internal clinet experience and our greater client deliveries.Engage with Client Delivery teams (DWS) and other areas to enhance current Services work form a reactive to proactive model . Deliver enhanced automated client engagement systems.* Lead supplier engagements, serving as a trusted advisor and thought leader in Service desk environment and tooling implementation.* Collaborate with client delivery (DWS) and DWS suppliers to deliver essential components and tools to enhance our Service Desk engagement capabilities.* Link with stakeholders to understand their business objectives and translate them into innovative Service strategies and solutions, driving proactive service experience.* Work with internal development teams and Service teams to manage full lifecycle of engagements, leading to value realisation for our internal clients* Serve as an expert in journey design methodology and provide guidance to others

London, England, United Kingdom

Lead Programs for Service Management globally, delivering complex projects supporting Transition of Kyndryl from IBM.- Lead the planning and management of global complex change initiatives in Service Management focusing on the delivery methodology to deliver value and the best client experience . - Identify, set, and manage critical success factors for project delivery.- Identify potential risks and blockers to successful transformation and develop mitigation strategies to address them promptly.- Collaborate with senior leadership to define transformation objectives, create a clear vision, and help set strategic goals for the transformation journey.- Lead cross-functional teams involved in transformation projects, providing guidance, direction, and support to ensure successful project delivery.- Develop both agile and hybrid delivery plans in complex project setups, utilising a range of tools and skills to create, structure and manage delivery.- Cultivate strong relationships with key stakeholders across departments, fostering collaboration and understanding of transformation initiatives.- Lead the appropriate delivery teams in a matrix approach, guiding and influencing with global management teams to ensure we achieved agreed outcomes, for example Global Service desk start-up , adoption and culture drive and SN IBM Kyndryl Bridge - Ensure high quality relationships with Executive Sponsors and Business Leads (and other senior leaders across the business) to achieve effective and efficient delivery outcomes- Encourage effective working relationships with colleagues across Kyndryl, business partners and third parties to gain their commitment, support, and resource to deliver project work. - Identify opportunities for optimisation and innovation, driving continuous improvement across various support areas and processes.- Help establish key performance indicators (KPIs,) and measurement frameworks.

A highly experienced Complex Project / Program Manager with proven extensive deliveries in a challenging and fast paced IT background. Able to lead large complex teams across Global boundaries and execute projects on time within cost and to exceptional quality.Able to deliver Projects / Programmes using various PM methodologies, is flexible in approach and format of delivery. I have strong stakeholder management skills and report projects into Management and Executive lines. Able to manage dedicated, matrix managed and third party, resources.I lead a high functioning global team acting as Iteration/Scrum Master for Global IT Transformation and Operation team. Ensuring all our products are delivered with core Agile/Project disciplines and deliver a white glove support approach within the CIO Help@IBM Support area.As well as project / program delivery my previous roles encompassed the security of data within the IBM systems Infrastructure ensuring client data and integrity. I have UK Government clearance and have worked on projects in UK public sector areas.A Project Management Coach for Project management and Agile within IBM, coach to Graduates and University placement students.

London, United Kingdom

Responsible for the delivery of complex products and projects across the EMEA internal IT arena for all our internal systems. Lead a team of technical professionals within the delivery roadmap using Agile or waterfall processes, delivering best of breed products to our clients. Effectively manage our clients' expectations and deliver projects with strict governance, controls on Risk, change, issues and cost.Act for the CIO (Internal IT) as the Special Projects Lead. Report on project statuses to UKI/Europe and WW CIO managers and executives. Build good trusting relationships with our clients and help understand their requirements and changing needs to enhance our product deliveries for them. Support, educate and guide our clients on system integration, transformation and new product functions.Transform UK CIO delivery teams to Agile delivery model, coaching and acting as Champion for CIO . Showcase Agile principles and methods across CIO and lines of business. Champion Agile through delivery of products for business line and client use. Iteration planning, Backlog grooming, Showcase, Discovery Workshops , Stand ups , Retrospectives and related Agile delivery tools to lines of business . Collaborating and coaching as we deliver using Agile flexibly across the GEO IT Space.Create an agile project environment for team and client interaction across the lines of business and GEO's, ensuring excellent communication and support for our client and team needs. Technically conclude and address any data issues coming into the team and act in the interest of IBM and its clients by raising security incidents if required. Interact with Data privacy and Legal teams to ensure a safe and regulated environment exists for our clients' and IBM data end to end within our systems.PLEASE SEE ATTACHED CV FOR FURTHER INFORMATION

Delivering complex projects from concept to close out within the UKI CIO IT environment utilising my technical and project management knowledge to create and deliver products or systems upgrades to IBM business brands. Progressed my profession delivering numerous technical projects end to end bringing value to IBM and its clients. The complexity of IBM systems and the clients they supported meant that stringent test and regression were always a requirement for delivery. A close working relationship with the business was required both in the project team and for reporting up management lines. System upgrades and deliveries included working on CRM, Parts ordering , Fulfilment and other delivery systemsI worked within HR joint project managing the implementation of GOM (Global Opportunity Marketplace) with a Senior Project manager replacing our old recruitment system Best Person for the Job. I had to work closely with and manage external suppliers to ensure our development requirements where met and ensure the technical requirements for the project were understood and carried out. I led a technical workshop in Singapore to address and put together a test plan I then wrote a project plans and managed all the test and development areas. Working with HR personnel we designed and delivered and automated survey for the lessons learned used to close out the project. The system is still in use today and is IBM’s repository for advertising vacancies internally and externally.• Project Management• Application Project Management• Infrastructure Project Management• Complex multi-regional and Global implementations / deployments• Project Office • Structured PM Methods: - Prince 2, PMI, WWPMM, Waterfall and Agile• Test management• Testing Methodologies• Strong stakeholder management.

A one year assignment in a junior project manager role. Helped implement and train a team of highly skilled Area Co-coordinators to work in a multi platform environment in the ITS London North Region. Initially set up a temporary resource management centre for the purpose of training new starts, and for the start up of co-coordinating London North region customer calls and CE community. With use of my engineering background get the support and backing of the CE community to work as one team with the Area Resource Management Centre in delivering a totally customer focused SLA and Fix environment.Job ResponsibilitiesMentoringInduction TrainingEnsuring Customer satisfactionPerformance monitoringStatistical reportingProviding and maintaining effective communications with customers & engineersBeing an escalation point to resolve problemsProviding ARMC & Engineer feedback at monthly CE Territory meetingsManaging all technical and non-tech problems to resolutionEnsuring profitability and cost effectiveness in Service deliveryImplementing new ideas to increase customer SLA times and CE effectivenessIdentifying Service OpportunitiesProject Work

London, United Kingdom

During this period I led a team of thirteen engineers working in Central London and Essex. This gave me experience of people management, mentoring, motivating and nurturing a team, as well as continuing my role as a Customer Engineer. I provided Multi-Vendor maintenance to Desktop equipment and Servers on various Outsource Contracts where I worked closely with the Outsourcing Service Management and NWSM in providing Desktop Hardware maintenance, warranty and Software support. My expertise in Software and Server systems were used to technically support my territory and I was heavily involved in the support of Netfinity Systems.CoursesNT4 administrationNetfinity Service EngineerMaster Maintainer Job ResponsibilitiesAttending calls according to SLA requirementsAiming to provide a 'first time fix'Managing any queries/escalations/problemsAn escalation point to resolve problemsManaging parts usage/costs effectiveness Escalate Service OpportunitiesTechnical TrainingTechnical supportTeam performance monitoringTeam administrationMonthly Team meetingsWorking as part of a team, supporting other engineers Maintaining all other targets/personal objectives

London, United Kingdom

I was a field service engineer in the city of London supporting various clients’ multivendor Server, desktop and printer hardware. During this period I had constant customer exposure and was responsible for resolving all customer queries and escalations. I was expected to work on my own initiative and represent the company professionally in all matters.Job ResponsibilitiesAttending calls according to SLA requirementsAiming to provide a 'first time fix'Managing any queries/escalations/problemsAn escalation point to resolve problemsManaging parts usage

London, United Kingdom

I worked with a small team of field engineers covering Herts, Beds, Bucks, Essex and Norfolk. We maintained a large variety of multi-vendor equipment and would fix most PCs and Printers to component level. We supported customer local area networks which gave me a great opportunity to gain experience in Networks and software.Job ResponsibilitiesAttending calls according to SLA requirementsAiming to provide a 'first time fix'Managing any queries/escalations/problemsManaging parts usage