Chair Change Advisory Boards (CABs), ensuring meetings are held on a regular basis as required by the customer account, ensuring the meetings are managed effectively and all change records and documentation are fully maintained.Ensure all relevant Changes go through the Operational Acceptance process, liaising with the Operational Acceptance Manager and Project Managers to ensure successful handover of project deliverables into the live environment.Chair of Problem Control Board and associated processes for new customer account, establishing the PCB based on ‘best practice’ delivered to existing customers. Matrix management of staff involved in the delivery of technical solutions identified by Problem Management, to ensure resources are prioritized and managed effectively.Work very closely with technical teams to ensure problem resolution actions are carried out effectively, providing ‘hands-on’ support where necessary. In conjunction with the Service Desk Manager, design and implement Major Incident Management processes, and lead Major Incident Reviews where appropriate. To develop and enhance relationships with business customers to ensure the services are provided in line with their expectations.Contribute to the ISO20000 certification programme currently being implemented within the Thales UK Service Centre, ensuring processes are defined and maintained in line with ISO20000 requirements.

Incident management adhering to set SLA’s spanning numerous accounts and customers.Providing a high level of first time fix (over 75%) for all incidentsEnsuring regular communications updates are provided to the customer until incidents are resolved.Day to day Management of Service Desk Team. 8 Team Members.Approve Kbase articles created by the Service Desk and load to Knowledge base tool.Main point of communication for escalation and complaints.Monthly reporting to be delivered to appropriate Service Delivery Managers.Major Incident Reports and KPI metrics.Active Member of CAB and PCB.Out of hour’s key system administration.