The new name for the IT Lab group, including Content and Code: Content+Cloud is one of the UK’s leading technology services, solutions and support providers, with a passion for helping ambitious organisations and their people to succeed. For more information visit our new site: www.contentandcloud.com

Key Accountabilities:• Working with our clients to review current state and to create a future target operating model that is scalable and sustainable to support future growth demands, across systems, tools, processes, and support models.• Thoroughly understand the client’s business, both strategic and tactical, including themes and underlying issues, and design the target operating model to deliver against current and future requirements to ensure continual delivery of value to their end users while minimising risk.• The design of Microsoft 365 services covering architecture, processes and policies to build an agile IT cloud operating model that meets the need of the client organization.• Define, document, and communicate clear/unambiguous roles and responsibilities for the services involving internal and external parties.• Creating and transitioning a clients’ operations function to a new target operating modelActivities include:• Service Design Framework - Implementation of the Service Design Framework designing services that deliver value to an organisation within the Microsoft 365 cloud environment.• Service Introduction - Embedding Service Introduction activities into the project delivery lifecycle and service design for the management of activities either project related or from the Microsoft 365 roadmap to ensure services and products meet operational requirements before they go live.• Knowledge Management – Creating and maintaining a comprehensive service design document library including Microsoft 365 and Azure service blueprints, high level service designs, technology run-books (governance, security, administration and support), process flows and IT & User guides. • IT Balanced scorecard – working with clients to build an IT strategy map and balanced scorecard to clarify strategy and translate strategy into action and execute it.

Created a Service Management Office (SMO) function to coordinate all processes and functions for Content and Code services throughout their lifecycle, but where not all process owners are direct supports of the Managed Services Director. The Service Management Office is a function that was responsible for the strategy, design and permanence of the frameworks and practices of service management of Content and Code and is oriented towards ensuring value delivery through services.• Responsible for Managed Services contracts generating approx. £2 million of recurring revenue.• Provided strategic leadership, oversight and management of the Managed Services function.• Set strategic and tactical priorities aligned to business objectives.• Developed plans and strategies to improve performance and operational cost-effectiveness.• Developed new service propositions that deliver value to our clients and increased recurring revenue.

Administered the delivery of services to clients as well as providing support to the business, client management, and service delivery teams.• Created policies and procedures for support staff.• Established strong relationships with Sales, development and Operations teams.• Managed and developed the customer and technical support teams.

A proven, highly motivated, adaptable and assured IT professional experienced in the areas of Incident and Problem Management, Service Delivery and Service Desk, supported by an in- depth knowledge of ITIL best practice. Deep impact skills in managing and developing multi disciplined teams. Experienced in the setup / review of processes, procedures and documentation. Skills underpinned by excellent interpersonal skills and a hard working professional approach.Introduced:Service Level Management framework for major accounts.Service Support & Service Delivery process review to improve the effectiveness and efficiency of the Support Team.Worked with Account Managers in both Pre-Sales & Post Sales environments to maximise potential client revenue.Supported Prince2 qualified Project Managers on several large multi-million pound projects to ensure client expectations are matched or exceeded.

Managed and developed Application Support Consultants Team. Introduced:Personal Development PlansCustomer Training CoursesWorkload & Trend Analysis Restructured Team into an Incident & Problem Management frameworkDeveloped and controlled a variety of cross departmental initiatives that improved the quality and reduced the cost of the service we provided to our client base.Monthly management reports for both internal use and client facing meetings.Provided on site go-live support for clients to facilitate a smooth transition from project to go-live status.

Electrical Wholesaler with 70 branches around the UKAssisted in the roll out of the new software including the development and delivery of end user training.Implemented a Help Desk function to support 300 business end users.System Adminstrator for the Unix SystemNetwork Manager for local and remote sites

Responsible for the maintenance and operation of the Sea Dart Missile System on Type 42 Destroyers