David Smith Email & Phone Number

Birmingham, United Kingdom

Represent the Computacenter Support Organisation within the Service Management team supporting the IT infrastructure for a leading insurance provider.Responsible for continuous service improvement focusing on;o Provision of support within contracted SLAs, including the response to major incidents.o Performance of Workplace environments and initiatives to introduce proactive monitoring and maintenance.o Integration of Support teams within Projects to improve the transition into BAU service.o Over-seeing the monthly security patch cycle and improvements to the compliance of the infrastructure estate.Manage escalations in to the support organisation to minimise disruption to customer service.Build and maintain relationships through regular service reviews within the Support Organisation to provide business insights and ensure that support processes meet the operational needs.Work with the Project teams to generate awareness of supportability within their solution designs and ensure that the transition in to BAU support is appropriately considered.

First point of contact for over 30 hospitals in and around the London area. Responsible for the provision of service for all offerings and associated technologies including Patient Administration, Clinical Management, Theatre, Maternity, Radiology and Pathology Labs systems. Established relationships with key customer contacts and build trust through personal service, expertise and commitment. Understood the customers’ business drivers and clinical impact so as to determine the prioritisation, best approach and appropriate response. Represented the customer in all internal meetings and owned their issues through to successful resolution. Chaired monthly on-site service review meetings with all key clients.Supported the customer during periods of transition for application upgrades and migration to new systems. This included providing on-site representation during the implementation of a new Patient Administration System for two major hospitals and leading the Early Life Support phase transition in to live service.Supported the Commercial team with negotiations around Service Renewals, Extensions and bespoke developments.

Managed two projects to deliver upgraded infrastructure in the areas of messaging and printing services.Managed a project to decommission an out of contract X-Ray solution and deliver the large volume of images back to be managed locally by the multiple clients.

Managing the Application Support team of 7 people providing second and third line support for 68 NHS Trusts in the North West and West Midlands.Integrated new support team based in Leeds in to the existing processes and procedures.Performed an interfacing role between the Application Support team and the Service Delivery Managers to provide technical and process expertise to help in the resolution of high priority issues originating from the NHS Trusts.Managed the transition of development projects in to the production services model, liaising with the development team to ensure that what is delivered is supportable under ITIL methodology and does not introduce risk to existing Live Services. Worked with the client to establish suitable Early Life Support cover and integration into Business as Usual handling of production incidents.

Bachelor Of Engineering (Beng)

Education record