Chris Tilly Email & Phone Number

Cardiff

Service Owner for all BAU/Run activities across all platforms utilised by Barclays Partner Finance, including system support, incident management, Business escalation, vulnerabilities and risks, disaster recovery/business continuity, managing a team of 26 colleagues, working to deliver against a set of both company and personal objectives.Key interface.

Cardiff, Wales

• Overall responsibility for all 1st Line Support, Access Control, Major Incident, Problem, Change and Release Management, managing a team of 11 colleagues.Key achievements:
• Delivered ITIL working practises for the IT Service Desk – 39000 tickets logged during 2013.
• Created SLA’s and OLA’s for the IT Service Desk and the Barclays Partner Finance business.
• Created full reporting suite for Service Desk, Major Incident and Problem Management.
• Led the team to achieve a 153% positive increase in Incidents resolved within 60 minutes.
• Introduced dedicated Major Incident Management, utilising the ITIL framework.

Managing the delivery of a specific set of Business Critical IT systems, specifically for the Credit Cards and Personal Loans businesses whilst adhering to ITIL based processes. Providing support to Incident and Problem Management teams acting as Subject Matter Expert for owned systems, ensuring recovery of service is timely and that root causes are.

Cardiff

Overall responsibility for developing and co-ordinating Incident and Problem Management processes whilst managing a team of five staff. Responsible for integrating the Cards & Loans Incident & Problem Management process into Group Technology (responsible for 72,000 employees), aligning SLAs, OLA's, KPI's. Key participant in the holistic development.

Cardiff

Accountable for managing Major Incidents, ensuring that all involved with the Major Incident process are familiar with and adhere to the process, including external suppliers (contractors and vendors); To ensure all processes related to Incident & Major Incident Management are continuously reviewed, audited, and are subject to continuous improvement.

Working as part of a team of seven, within a high call volume environment, providing 1st line technical support to over 1500 internal users. Whilst in role gained an understanding of Business applications, user base, and the ITIL Support framework in place to direct issue appropriately for resolution. Frequently provided cover for the Service Desk Team.

Working as part of a team responsible for support of 8 million customer accounts. Managed a £3million budget to assist with the resolution of customer complaints. Required to collaborate with all other financial institutions to resolve these issues.

Working for a large supermarket chain, with overall responsibility for the Non Food department running a team of 12.

Higher National Diploma (Hnd), Business And Finance

Gcse Passes, Mathematics, Economics; Mathematics, German, French, Economics, Law, English