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A highly-experienced & business-led Senior IT Leader with a very successful background in B2B, B2C, financial, banking, technology, SME & international corporate market sectors. Commercially-aware, with a broad range of IT operations, network & service desk experience, with strong exigency for customer satisfaction.Collaborative approach to successful IT transformation, engaging with key business stakeholders at up to CxO level, clients, vendors & 3rd parties, delivering ‘fit for purpose’ solutions and operational processes.ITIL expert, with strong experience of applying best practice frameworks, tools and methods.Experience of managing onshore and offshore teams, in India, USA, Philippines, Cuba, Hungary, Singapore, Thailand, Hong Kong, France and Morocco.Experience of applications design and governance, by participating on business analysis, project management, ensuring that the delivered products are fit for use and fit for purpose for operations, in line with business needs in term of capacity, availability, service continuity, security, SLA, vendor management, in national and international environments.Experience of supporting applications and service desk, in high pace international environments.Experience of driving change management, business transformation, IT service transition, IT strategies, technology roadmaps, ISO 9001, PCI DSS, service desk management and highly-available IT environments.
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Director Information Technology OperationsGlow Financial Services Limited Jan 2023 - PresentMiami, Fl, Us
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Head Of Global Live ServicesSportradar Nov 2020 - Jan 2023St. Gallen, Ch -
Head Of TechnologyWhich? Jan 2020 - Nov 2020London, Greater London, GbAccountable for the delivery and improvement of all services provided by the technology team, using ITIL framework in a DevOps environment- Platform (Windows server, AWS, AD, google suit)- Business systems support- Datacentre operation- Database operation- Service desk- ITSM (Implementation of new CMDB, Service desk tool and ITIL processes)- Identity- Unified Communication (Network, meeting rooms, call centre, instant messaging)- Supplier and contract management- Budget holder -
Head Of Global Infrastructure ServicesJohnson Matthey Nov 2018 - Jan 2020London, Greater London, GbLeading teams in a global 24/7 environment, accountable for the operational services below:- Platform (Windows server, Azure, AWS, midd range, AD)- Datacentre operation- Database - IdentityBeing ITIL expert and certified trainer, I support the overall ITSM efforts for improving processes, designing ways of working that are DevOps/Agile ready, lean, and integrated with service management (ITIL / SIAM). -
Itil InstructorLearning Tree International Apr 2015 - Jan 2020Herndon, Virginia, UsTeaching ITIL trainings as a contractor -
It DirectorArm Sep 2017 - Jun 2018Cambridge, Cambs, Gb• Director of Service Delivery Management - Customer satisfaction - Crisis management - Service levels definition - Service definition - Continual service improvement - Vendor relationship management - Reporting - ISO audits (9001, 27001, 22301)•Director of IT Service Management - Definition and design of all ITIL v2011 processes (LEAN and adapted to DevOps) - Processes implementation - Processes quality measurement -
It Director Enterprise Platform ServicesArm Nov 2015 - Sep 2017Cambridge, Cambs, Gb• Global infrastructure (servers and storage) operational management• Identity services operational management• Cloud services operational management• ISO27001 compliancy• Supplier management• Hyperconvergence transition• Data center consolidation
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Emea It Operations ManagerArm May 2015 - Nov 2015Cambridge, Cambs, Gb• Global design and implementation of follow the sun IT support• Accountable for IT systems availability in Europe• L3 team management (6 teams - 50 persons)• CAB member• Business transformation following ITIL framework
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Head Of Business Systems & It SupportCardtronics Jan 2015 - Apr 2015Houston, Texas, Us -
Senior It Operations ManagerAsurion Jul 2012 - Jan 2015Nashville, Tennessee, UsResponsible for all aspects of IT operational leadership, delivering a high-availability environment• Focused on re-engineering of incident, problem, and change management processes for Asurion• Reported directly to the Head of IT, Europe, including advising on DR and Business Continuity• Leadership of the IT operations team, including staff recruitment, development, training & coaching• Technical ownership of the SharePoint 2013 infrastructure, promoting collaborative working tools• Conducts regular and in-depth analysis of operational trends, ensuring IT and business alignment• Vendor and supplier management, validating 3rd parties to assess current levels of PCI compliance• Successfully re-designed incident management processes, delivering enhanced support services• Championed development and roll-out of SharePoint applications, improving collaborative working• Off shore team management (India, Philippines, USA) -
Infrastructure And Application ManagerCorelogic Ltd Oct 2010 - Jul 2012Responsible for all aspects of IT leadership, including service desk, infrastructure and applicationssupport. Engaged in design, ensuring SLA, availability, security, vendors, continuity services can be met• Reported directly to the Chief Executive Officer (CEO), advising on infrastructure and applications• Client-facing leadership role, by: - Providing successful client support for a portfolio of 37+ UK clients - Representing the business on technical hearings (infrastructure) - Representing the business on strategical hearings for quality insurance (ISO9001)• Leadership of two internal teams (service desk and Dba), driving ISO 9001 standards deployment - Inshore/Offshore team management of the DBas in UK and India - Service desk team: 5 persons - DBa team: 8 persons (4 in UK, 4 in India)• Collaboration with applications architects and business to: - Design the future platform - Feedback on current bugs and issues reported by end users for continual improvement - Implement disaster / workplace recovery - Implement business continuity - Ensure capacity, availability, SLA, security and service continuity are matching clients’ needs• Technical expert & subject matter expert, participating in RFPs, client engagements and proposals• Drove a strategy for implementing best practice across key projects, delivering high-availability IT• Implemented BS EN ISO 9001 in the service desk and Dba team, delivering enhanced standards
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Service Operation Team LeaderEcovert Fm Jun 2006 - Sep 2010London, GbResponsible for all aspects of IT service desk management, project delivery and team leadership• Appointed to provide national IT support for 1500+ end users across head office and core UK sites - Managing the Lvl1 team: 4 IT (London based) - Managing the Lvl2 team: 7 IT (London based)• Focused on driving the delivery of IT services, supporting 120+ servers in a Windows environment• Led the implementation and development of an IT team, supporting daily IT end user requirements• Project managed and designed: - The delivery of a global end users’ back-up IT solution, based on a private cloud - Wireless based point to point communication between remote sites - Renewal of the backbone, to a highly available environment in collaboration with architects• Championed implementation of a high-quality service level and approach for internal IT end users -
International Service Desk SupportBouygues Construction May 2001 - Jun 2006Saint-Quentin-En-Yvelines, FrResponsible for the provision of global IT service desk services and support, underpinning growth• Appointed to support the installation of networks, telecommunications, infrastructure and desktops• Provision of business-critical support for a portfolio of 70+ remote sites, with 1500+ IT end users• Key member of the global ISO 9001 quality management system team, ensuring IT compliance• Delivered training and support for local IT teams on a wide array of technologies and IT solutions• Successfully designed, connected and supported sites on a global basis with differing user needs• Off shore team management (Cuba, Greece, Hungary, Thailand, Hong Kong) -
It Lvl2 Service DeskBnp Paribas Cardif Sep 1998 - Sep 2000Nanterre, FrLevel 2 technician, in charge of the helpdesk for head office the first year.Level 2 technician, in charge of the helpdesk for regional offices the first year.
D A Skills
D A Education Details
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Iut Villetaneuse (Paris 13)Networks And Telecom
Frequently Asked Questions about D A
What company does D A work for?
D A works for Glow Financial Services Limited
What is D A's role at the current company?
D A's current role is IT Operations Director - Glow Financial Services.
What is D A's email address?
D A's email address is da****@****arm.com
What is D A's direct phone number?
D A's direct phone number is +4417844*****
What schools did D A attend?
D A attended Iut Villetaneuse (Paris 13).
What skills is D A known for?
D A has skills like Itil, It Operations, It Management, Windows Server, Management, Change Management, Telecommunications, Disaster Recovery, Troubleshooting, Voip, Sharepoint, Iso 9000.
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