Darren E. Email & Phone Number

Brentford, England, United Kingdom

Basingstoke, Hampshire, United Kingdom

Guildford, United Kingdom

Heading up the Change (Config) and Problem management teams working within an ITIL-based framework. Responsible for the processes that support these areas and accountable for the outcome of these processes. Working internally with UK technicians, project managers and support staff, and externally with partners in multiple locations. Operational stability is a key target for the Service Management role in any organisation and maintaining operation is the number one priority. My responsibility to the customer is to ensure that change and release activity to the production environment is handled with minimum impact to daily business processing and that incidents causing disruption have their root cause identified to reduce the likelihood of recurrence.

Bracknell

Responsible for the change management process, operational service transition requirements during project delivery and managing a team of 2 responsible for process and control activities.My role is focused on supporting the change and release activity but also contributes to general service management topics . Service Management supports the day-to-day running of services that are used by internal and external customers. Operational continuity is paramount and my main role is to ensure the changing business requirements minimize the impact to the IT services using controlled processes. Business related planned release activities need to be aligned to the operational readiness requirements to support seamless transition into ‘live’ operation. In addition to this, operational maintenance needs to be continually delivered to ensure continuous operation, support and maintainability. Agreements between the customer and supplier have to be clearly understood and all risks and impacts need to be understood when the service becomes an operational responsibility. My role provides this focus and manages the content requirements to support project delivery in preparation for handover into operational support. Touch points into the incident and problem management processes are also key to this role along with understanding the service level agreements that are in place to support decision making. Service readiness is an area that needs to be managed to ensure all key operational processes can operate effectively from monitoring to service desk and the operational support teams.

Guildford, United Kingdom

Responsible for providing guidance and governance around IT infrastructure/application change management with ITIL at the core. I was heavily involved in reviewing and changing the way release management is handled into the production environment for business related IT projects. I am an ITIL v2 Release, Change and Configuration Practitioner and realise that this provides me with the skills to guide the organisation effectively towards seemless transition.

Protect the 'live' environment, maintain customer experience and protect the company brandResponsible for guiding and educating project management teams to be proactive with their technology changes in all aspects of the process prior to implementationUnderstand the customer requirements and the associated impact to serviceInterface with Problem and Incident for awareness of outstanding technology issues to support the project during deliveryInvolvement in business improvement activitiesThis role is predominantly a stakeholder management role. It provides education and guidance to project managers who need to make changes to 'live' technology and ensuring their understanding around what change is trying to protect; our live services and the impact on our customers. There is also a wider stakeholder management requirement to fulfill - who is the recipient of the change, who is impacted by the change if it fails, what communication is required to who and when. It's about building relationships and understanding the requirements of all concerned. This role also needs an understanding of all the associated ITIL support processes and their interface with change.

To maintain the continuity between conception of new services and the existing support infrastructureLiaise with the projects that create these new services to foresee any short fall in current support and support resource with Service OperationsGain an understanding of the cross-technology requirementsProduce documentation to provide a summary of those findings to the project for their forward planningSecondment into TS Change Lead; managing a team of change analysts in SO and maintaining the standard and quality expected. Escalation point for change-related issues.This role provides an interface between Service Operations and the Domains for project related delivery and is responsible for understanding the operational requirements of the support teams to maintain a required level of service. Liaising with the project team to understand the delivery in order to translate the relevant detail to the support teams. To gain a level of involvement and requirement to feedback into the project. Discussion with Change Management to allow a certain amount of forward planning of forthcoming change. Gaining knowledge of all Service Operations teams to understand their role in the department.

Support the project managers by reporting project status and managing data.Developed a template to capture quote information for national events attended by the education department for FY 06/07Identified an opportunity to develop a database to manage these events to provide more accurate data flows and reporting mechanisms.Liaised with the DfES to understand their requirements for delivering the information necessary for managing the projects delivering the eventsThis role formed part of a project office and was responsible for supporting the project management community.

To maintain the continuity between conception of new services and the existing support infrastructureLiaise with the projects that create these new services to foresee any short fall in current support and support resource Liaise with internal teams to help identify any current support failings and identify solutions to resolveProduce documentation to provide a summary of those findings to the project for their forward planningThis role provided an interface between the operational and development departments with the Technology area. Primarily our role was to provide information about the requirements of the Operations department once a new product or service was released to the paying customer. Liaison with the Project was paramount to ensure the requirements were met and liaison with the internal teams within the Operations department was also paramount to ensure the correct requirements were gathered. This role provided Vodafone with the necessary understanding of what was required to fully support and maintain the use of any of it's released services/products.

Mechanical And Production Engineering Awarded

4 year Mechanical and Production Engineering Apprenticeship ONC and HNC

Education record