Dan Vaughan Email & Phone Number

London, England, United Kingdom

Leading Programme Workstream to improve Service Delivery processes within a core business service that results in better outcomes for our clients.

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

I established a new function within KiwiRail ICT by acting as the key customer service role within KiwiRail, ensuring that the business is being provided with the service it expects. Overseeing ICT operations end-to-end I acted as the conduit between ICT and the business. In a dynamic and critical role it is essential that core processes such as Major Incident, Problem and Change Management are delivered to and above required service levels by all parties involved.Aiming to improve the reputation and reliability of the ICT function through effective transformation of these processes and by building strong and trust-based relationships across the business, internal teams and vendors.

Auckland, New Zealand

Responsible for the quality of IT services for a high profile organisation that benefits NZ communities driving improvements across Incident, Problem and Change Management in addition to Service Transition processes.Managed a small team to oversee critical Service Management functions and deliver key service and process improvements to reduce cost and improve the player experience.

Auckland, New Zealand

Promoted from my previous role in order to develop an effective Service Delivery function that would ensure that the IT function would meet the needs of the business through reducing expenditure, mitigating risks and improving the quality of operational services.Recognised by senior management for my pragmatic yet cooperative approach, I have effectively managed escalated incidents, ensuring the best outcome for all parties. Responsible for a small team focussed on delivering results.Through a thorough review process I have improved the Incident and Change Management processes and have implemented a Risk Management process thereby creating a mechanism for mitigating threats to the business. A review of Service Desk processes, Problem and Knowledge Management in the forthcoming year will yield further users benefits and reduce direct and indirect costs to the business.

Auckland, New Zealand

Responsible for the quality of IT services provided to Australian and New Zealand based manufacturing sites and users.Escalation point for Incident and Request Management and ensuring that IT projects are delivered effectively, on time and to budget. Responsible for the development and implementation of an effective Change Management process in line with business and operational requirements.With strong written and verbal communication skills I am able to act as the effective conduit between business and IT in a demanding operational environment.

Auckland, New Zealand

Operating within the centralised FB Corporate Group Technology and Operations function, I have established following new core functions and processes for IT Services:• Providing reliable 24x7 coverage of Major Incidents ensuring triage, escalation and communication processes are followed to restore service in the interest of the business and end user• Process owner for Incident and Problem as part of the implementation of ServiceNow ITSM tool across the global business establishing required SLAs and targets• A documented Incident Management process that aligns with both ITIL recommended practices and the global nature of the business• An established Incident Report and Review process with Permanent Corrective Actions tracked under Problem Management ensuring that Service Improvement opportunities in Availability and Capacity Management are progressed• An effective reporting process allowing senior management visibility of the level of service impact to the business, month on month, alongside vendor performance• Implementation of a dedicated incident communications platform allowing for stakeholders to be kept informed of unplanned outages via email, SMS and via the portal• Ensuring that new services and systems adhere to agreed Incident and Problem Management principles as they progress through the Service Introduction processKey achievement: established new effective processes from the ground up that have been recognised by senior management and business stakeholders as being business focused and customer leading.Recognised by the CIO of Fletcher Building and by my peers for the following:“....through Dan’s communication, responsiveness and non-judgmental approach all IT groups have seen the advantages of centralised Incident Management..... The result is a huge increase in the quality of IT."

Auckland, New Zealand

Transitioned into new role to provide service management oversight and engagement across the variety of Fixed Voice (Legacy and IP) products within the Spark portfolio including:• Service Level Management to establish SLAs, OLAs and Underpinning Contracts across current projects and delivered services• Undertook Incident Reviews and compiled Incident Reports for service outages that had a serious impact on customers and implemented corrective actions to prevent or mitigate impact • Developing ‘end to end’ service reporting for products within the Fixed Voice portfolio• Responsible for managing the Risk Management process for Fixed Voice products, operational and in project, that enabled stakeholders to make informed decisions on mitigation options in terms of business impact and cost• Ensure that standard ITSM processes are established and correctly followed in delivering Fixed Voice services

Auckland, New Zealand

Promoted from previous role into a challenging position where I was responsible for the quality of services Telecom/Spark NZ delivered to Chorus post demerger where I successfully improved supplier performance and customer satisfaction. Responsibilities included:• Enabled Commerce Commission obligations to be met by optimising service levels by undertaking a ‘hands-on’ operational approach to service delivery function through co-ordinating technical support and service desk resources• Managing the expectation of the customer in line with commercial obligations, re-directing new requirements to the Statement of Work process as required• Point of escalation should quality of services fail to meet required standard or SLA as per contractual agreements or if incidents require additional support or technical resources• Utilised change management processes whilst overseeing key service transition projects as part of operational separation of Chorus and Spark ensuring that commercial and operational relationships remained constructive• Delivering performance reporting against commercial obligations and SLAs, demonstrating improved service availability during my tenure in the role• Ensuring business improvements are reviewed and implemented should a failure in performance occur through recognised Continuous Service Improvement processes• Ensuring ITSM processes of Incident, Problem and Change management adhered to as required• Ensuring effective communication, stakeholder management and engagement between Chorus and Telecom during a challenging period of transition within a competitive telecommunications industry.

Auckland

Acting as the 2IC to the Customer Situation Manager, I was responsible for the incident management process leading the Situation Management Team during events that impacted Telecom’s services including major technical outages and environmental disasters. Responsibilities included:• Effectively interpreted technical information relating to a service incident to business representatives enabling them to manage downstream customer impacts.• Engaging technical resources to provide accurate and timely updates on the latest status of an incident• Providing incident reviews and ensuring positive corrective actions were established to improve services to customers• During extended absence of the Customer Situation Manager I effectively oversaw the merger of three incident management teams managing staff and business expectations whilst developing new roles and processes.

London, United Kingdom

Promoted to expand and redesign the ICT Department in accordance with ITIL principles to ensure that critical ICT services were available to both police officers and civilian staff.• Prevented loss of key systems at a critical site and enhanced the responsibility of the Data Centre Capacity Board• Saved the organisation over £800k by re-commissioning redundant equipment following the suspension by senior management of the procurement of new server hardware• Initiated medium and long-term solutions for to manage increased capacity requirements of the organisation including Symantec Filesystem Archiving and user engagement• Regular monitoring of Exchange service performance against SLAs, availability and capacity requirements and implemented service improvements as recommended by the service provider• Lead approver of ICT changes relating to the infrastructure of the organisation requiring the need to ensure they met the required standards of scheduled works and that all risks were sufficiently mitigated• Main point of contact from the operational side of the organisation for all issues relating to capacity and performance including IT services, Data Centres, networks and Major Incidents • Engagement with the MPS security planning project for the London Olympics

London, United Kingdom

Promoted to manage additional responsibility overseeing key services and systems.• Instituted a series of meetings with users and 3rd party suppliers to devise, successfully, ways of providing funding for additional SAN capacity resources• Produced a number of ITIL based capacity plans for existing a future ICT services that included effective forecasting models• Devised and introduced a forecasting system for the provision of storage that enabled effective demand management• Introduced a series of business continuity measures to avoid an overall service failure as an important national system was fast approaching maximum storage capacity• Initiated Continuous Service Improvement measures resulting from a monthly Application Service Review meeting and oversaw service stabilisation project

London, United Kingdom

Promoted to manage mission critical services, Data Centres and liaise between the police force and 3rd party suppliers.• As Major Incident manager co-ordinated response to a catastrophic loss of service to a critical intelligence system affecting thousands of users.• Led a post mortem with users and senior management and subsequently implemented the recommendations on major incident reporting to avoid a similar problem in the future.

Ebbw Vale, Wales

Ba Hons 2.1, History

Activities and Societies: Swimming, theatre, debate

Ba Hons 2, 1

A-Levels, History, Geography, English

Activities and Societies: Swimming