Christopher Heard Email and Phone Number

I am responsible for managing the Change process for a number of clients. This includes ensuring all Changes from both internal and external teams meet the minimum acceptance criteria, are approved by all relevant teams and are implemented successfully. I also own, manage and chair a weekly Change Advisory Board to ensure all changes are understood and approved by the relevant teams. I am also responsible for ensuring standard changes are approved and raised where possible as well as get approval and chair emergency changes through emergency CAB's when needed.Also as part of my role I manage and assist with KPI's for each client and work with the other areas of SMO to ensure we meet these targets and to ensure processes are constantly being followed and improved upon.

I manage and control the incident lifecycle from creation to closure for multiple clients (including government agencies). I am responsible for reporting to client shareholders and keeping them updated with constant trend analysis on the incoming incidents. I also own and manage any major incidents that may occur and am responsible for managing the communication and exceptions with the shareholders throughout.I will work with both internal teams and 3rd parties on my clients to ensure incidents of all priorities are resolved with SLA’s.My role also requires me to trend on numerous SLA’s and KPI’s to find and raise proactive problems to reduce incident volumes as well as mean time to resolve or to increase first time fix rate.I have also took on a more senior role within the incident management team which has seen me take on larger clients with more demanding SLA’s and KPI’s as well as assisting with monthly service delivery and reporting. I have also assisted with the onboarding and training of new IM’s into the team.

It is my responsibility to ensure that the Retail side of the Help Desk is running as smoothly as possible by keeping the knowledge base up to date, working with project teams to ensure training and documents are given to the desk as well as acting as an escalation point for the desk for any high and escalated tickets. I will accept for responsibility for any escalated tickets and master references and see them out to resolution. I regularly work in and with multiple teams, including third parties when we need to chase them for resolutions of issues.