David Jon Email & Phone Number

Southend-On-Sea, England, Gb

Wales, United Kingdom

• Spearhead service improvements to streamline financial recharging processes and recover licences through effective Joiners, Movers and Leavers management.• Manage software licensing governance to comply with vendor and industry standards while improving operational efficiency by minimising non-compliance risks.• Serve as a change agent to review service delivery, analyse gaps and introduce/implement service enhancements to boost client satisfaction and service delivery across software touchpoints.Service Management | IT Service Delivery | ITIL Frameworks | IT Service Governance | IT Security | Project Management | Incident Management | Release Management | Supplier Relationship | Change Management | Process Design | Management Reporting | Software Development | Hardware Configuration | Stakeholder Engagement

Working From Home

• Steered the transition of 42 employees into Capgemini under the TUPE regulations to ensure seamless integration and business continuity.• Defined and delivered the service design documentation to secure client approval and facilitate future service delivery improvements.• Conducted assessment and knowledge transfer sessions to align the new team’s operational activities with the organisation’s goals while driving cost savings and optimising performance.Service Management | IT Service Delivery | ITIL Frameworks | IT Service Governance | IT Security | Project Management | Incident Management | Release Management | Supplier Relationship | Change Management | Process Design | Management Reporting | Software Development | Hardware Configuration | Stakeholder Engagement

Vauxhall, England, United Kingdom

• Managed critical Tier 2 data networks and service governance initiatives, complying with SLA and service continuity protocols within high-security environments to drive cost savings.• Collaborated with the Commercial function to execute Supplier Relationship Management initiatives and hold the vendors accountable to realise service delivery improvements.• Established and grew the Software Asset and Configuration team to track software licences and obsolescence across the agency’s IT infrastructure.Service Management | IT Service Delivery | ITIL Frameworks | IT Service Governance | IT Security | Project Management | Incident Management | Release Management | Supplier Relationship | Change Management | Process Design | Management Reporting | Software Development | Hardware Configuration | Stakeholder Engagement

Hockley, England, United Kingdom

• Applied ITIL’s Continuous Service Improvement model to establish new IT structures, overhaul incident management processes, decrease service disruption and boost service quality across 70 UK offices.• Developed and implemented a new talent acquisition strategy for 22 UK and Ireland-based offices to reduce recruitment costs and increase team efficiency.• Led security audits to achieve ISO 27001 accreditation, enhanced risk management and improved operational stability by addressing IT Health Check findings.Service Management | IT Service Delivery | ITIL Frameworks | IT Service Governance | IT Security | Project Management | Incident Management | Release Management | Supplier Relationship | Change Management | Process Design | Management Reporting | Software Development | Hardware Configuration | Stakeholder Engagement

Southend-On-Sea, England, United Kingdom

• Implemented RFID tracking systems and replaced legacy systems with modern web applications to save costs, reduce equipment loss, and improve asset management and operational efficiency.• Streamlined reporting processes to uplift data reporting accuracy and facilitate informed decision-making while optimising workflows and improving patient care delivery through better IT support systems.Service Management | IT Service Delivery | ITIL Frameworks | IT Service Governance | IT Security | Project Management | Incident Management | Release Management | Supplier Relationship | Change Management | Process Design | Management Reporting | Software Development | Hardware Configuration | Stakeholder Engagement

London, England, United Kingdom

• Administered Bupa's web application portfolio to pilot performance and service delivery improvements for over 30 internal applications across diverse business units.• Led ITIL-based problem management processes to facilitate a reduction in support issues and recurring incidents by implementing rationalised support processes and SLAs.• Achieved ISO 9001 certification and service excellence by overhauling and standardising web-based support procedures.Service Management | IT Service Delivery | ITIL Frameworks | IT Service Governance | IT Security | Project Management | Incident Management | Release Management | Supplier Relationship | Change Management | Process Design | Management Reporting | Software Development | Hardware Configuration | Stakeholder Engagement

United Kingdom

• Southend Borough Council; Southend, Essex (IT Service Delivery consultant) contract role for 6 months• Allen & Overy LLP; London (Senior Web Support Analyst) contract role for 18 months• Blue Edged Solutions Ltd; Westcliff, Essex (IT Manager) for 2 years• Tangent International; Billericay, Essex (Network Manager) for 2 years• Demon Internet; Southend, Essex (1st, 2nd and 3rd Line Support) for 2 years• C.E. Heath Insurance; Southend and Lloyds of London (IT Support Technician) for 4 years• Ministry of Defence; Shoeburyness, Essex (Range Officer) for 3 years• Osiris Web Solutions; Hadleigh, Essex (self-employed, MD) for 3 years. This was my own business offering small businesses web solutions, hosting, professional email services and IT support.• I held various contract roles as a web developer/programmer in PERL, ASP, T-SQL, HTML, DHTML, and JavaScript for media companies such as FHM, Disney, and the Discovery Channel when WebTV was launched for the first time.