Enterprise ITSM Solutions

Service Management

Support & Development Manager for VMWare Service Manager (formerly Ionix Service Manager & Infra), Business Intellgience reporting through Business Objects, SSAS and SSRS.

Responsible for all aspect of the VMware Service Manager toolset (v9) used to deliver service processes to a customer base of 20000 and 500 officers.Engaging with stakeholders to develop business processes using the ITIL framework for IPK (Incident, Problem & Known Error), Service Catalogue, Change and Configuration Management, Availability and Capacity Management and translating the processes to work with the tool set.Providing Business Intelligence to customers and senior management by scoping, developing and deploying reporting to analyse business performance against KPI's and feed in to business planning.Technical architect for the design and implementation of the VMware Service Manager system as deployed throughout the companyTranslation of business processes to work within the VMware Service Manager system.Implementation of complex workflows within the tool to manage a diverse set of customer requirements for a end to end Change Management process including, but not limited to, Impact & Risk Assessments, Customer Approvals, Change Advisory Boards and notifications.Design & Implementation of Configuration Management Database using the VMWare Service Manager system containing some 200,000 configuration Items from mobile devices to servers and linking with the Change Management process.Design & Implementation of connectors to the tool to allow for automatic updating and discover of CMDB Items using network discovery tools such as Altiris and SCCMDesign & Implementation of IPK processes and workflows to allow for information sharing with customers (automated emails) and automatic routing of calls to appropriate IPK groups.Design & implementation of Service Level Agreements, Underpinning Contracts and Operational Level Agreements within the tool to allow for service provision against customer contracts.Design & Implementation of Customer Surveys delivered through the tool.ETL of historic data from legacy systems

Fully accountable for the relationship between supplier and customer for 20 high profile and business critical accounts.Service Level Management for those accounts including the production of reporting to aid delivery and aid service review meetings.Reduction in 'bad debt' across the business, reducing figure from £1 million+ to under £200K over a 6 month period by understanding customer non payment and developing payment plans against delivery of milestones.

Implementation of Customer Service Centre to provide single point of contact to a customer base of 7000+ local authorities for the provision of application support. Delivering the project from conception within budgetary and deployment targets producing cost savings to the business of approximately £50K.Development of a reporting catalogue to ensure standardisation of customer & internal reporting to reduce duplication of effort amongst multiple 2nd and 3rd line support and development teams.Developing and implementing a CMDB to enable more effective cost management.Developing & delivering training on best practice to internal and external customers.

Providing 1st and 2nd line support to 200+ internal customers across 3 locations (London, Bristol and Leeds).Regular visits to remote sites (Bristol, Leeds) to ensure hardware is performing reliably.Developing and giving training to customers on hardware and software use best practice.Developed and deployed an access database for risk management which enabled better visibility of risk within our customer base and won 'Best Business Improvement Award'.