David Bowditch Email & Phone Number

Sheffield, United Kingdom

Birmingham, United Kingdom

Service Birmingham is a partnership out source contract between Birmingham City Council and Capita. Birmingham City Council is the largest Council in Europe and its IT Infrastructure matches that scale. I am responsible for the delivery of service across an estate of over 20,000 users, comprising of 2000 servers and 20,000 desktop devices including applications and peripherals, networks, telephony, contact centre platforms, firewalls and Internet Services. This is all delivered within an SLA framework adhering to ITIL and ISO 20000 standards. This includes a team of 120 FTE’s delivering both Incident resolution and revenue driven project work. Responsible for a £9m per year cost centre, including all PnL responsibilities, Multi million pound contract negotiations and projects.My key achievements have been to deliver a more efficient service while driving down costs and increasing margin. This has been achieved by designing, negotiating and implementing a new core server infrastructure. Developing a new charging mechanism based on the new operationally and cost efficient infrastructure, 30%+ head count reduction in front line services, implementation of a new design, build and Operate model with more efficient work flow and focused resolution teams.

Responsible for the overall Operational delivery of IT Support to The IT Services Division of Capita; which was predominately based around the UK Service Support Centre in Derby. From the Centre I managed over 250 support staff delivering IT provision to 20+ clients across the UK. I was responsible for the strategy, development and budgetary control of the region and fundamental in the creation of the remote centre and the transition of field based support into it.The centre comprised of Service Desk, 1st, 2nd line support and 3rd line development. The Service Desk operation included Incident, Problem and change Management, the integration into the lines of service and the transition of the service where possible to the Off -Shore centre in Mumbai across all lines of service with a “shift Left Approach” I was also responsible for the Operational delivery of the Support and the contractual delivery to the clients through a structured support model utilising remote and field based staff. This included Desktop, Server and networks. As part of that delivery I was accountable for delivering the Business Plan and the revenue generation of project work within the region; this equated to a personal target of £2.2 million margin in 2008 which was achieved.