Den Leach Email & Phone Number

Maidstone, GB

London, GB

London, GB

London, GB

• Providing service and project management consultancy services I was responsible for the implementation and delivery of various projects, for example:
• Tender, procurement and implementation of the IT departments ITSM toolset supporting IT service management processes (incident, problem, change, release, configuration management and request fulfilment processes)
• Definition and implementation of Incident, Knowledge and Service Catalogue Management processes
• Implementation of self-help capabilities (support.harrods.com) and the IT Service Catalogue
• Definition, adoption and integration of service management roles E.g. Service Owners, Operational Service Leads, Service Portfolio Managers, Virtual Service Teams
• Worked closely the IT Service Desk and functional support teams to improve operation performance and service efficiency in line with organisational processes and policies

• Oz Connections Limited provides programme, project and administrative services helping organisation’s to implement best practice, new ways of working and cultural change initiatives, aligned to standard methodologies.
• Harrods Limited
• Royal Holloway, University of London
• University of Westminster
• University College London

Englefield Green, England, GB

• Working within a strategic program, I provided consultancy services enabling the organisation to develop, further align and implement ITIL v3 processes across x14 Professional Services departments and upgrade /.
• Review, design and implementation of ITIL processes and capabilities with a focus on Incident, Problem, Change, Service Catalogue, Knowledge Management and Request Fulfilment processes
• Implementation of other ITIL related components to support the ‘core’ as defined above. For example: Service Level Management and Reporting
• Designed and integrated service management orientated roles: Service Owners, Technical Service Owners, Service Portfolio Managers, Service teams
• Identified and documented all underpinning ITSM requirements for the service management tool upgrade (BMC Footprints), includes functional, non-function and technical specification requirements
• Conducted stakeholder facilitation workshops and engagements (across the organisation) to support process and tool definition and adoption

London, GB

• Within an IT transformational program, responsible for implementing IT service management processes and supporting toolset.
• Implementing ITIL v3 processes and capabilities with a focus on incident, problem, change, service catalogue management, request fulfilment and other supporting processes such as Knowledge and Service Level Management
• Implementing key supporting service management roles E.g. Service Owners, Service Operation Managers, Service Portfolio Managers, ITIL Process Owners and associated RACI models
• Implemented Service Introduction templates e.g. S/Introduction Checklist, Early Life Support, Ops Handover. Integrated into the project delivery framework
• Managed the tender, procurement and implementation of on-premise Service Desk tool (Marval MSM) providing the capabilities to support core ITIL processes and improve customer experience through self-service
• Delivered the capability for a shared service desk function across several Corporate Services departments to be supported through Marval, creating the capability for a corporate services wide approach to Incident.

London, Greater London, GB

• Working within multiple programmes, I was largely responsible for the implementation of ITIL v3 processes and capabilities, underpinning ITSM technologies (BMC Remedyforce) and service improvement initiatives. Includes:
• Implementing ITIL v3 processes. Particularly Incident, Problem, Knowledge Management and Request Fulfilment.
• Implementing ITSM technology supporting ITIL process implementation. Including incident, request, problem, change, release, self-service and survey management
• Consolidating multiple helpdesks to a single unified IT Service Desk
• Implementing Service Desk improvement initiatives and new ways of working
• Implementing a new Service Desk telephony system (Netcall) and the migration of users from analogue to voip

Sydney, NSW, AU

• Managed NEHTA's national Service Desk supporting which included the implementation/adoption of ITIL processes and service desk improvement initiatives.Key Deliverables:
• Managed NEHTA’s national service desk supporting clinical terminology for health organisations across Australia
• Managed the implementation of ITIL v3 Service Operation, Design & Transition processes with inclusion of implementing Continuous Service Improvement initiatives
• Managed the development and implementation of processes and standards in line with the organisational service strategy to promote service improvement and efficiency. Including the following ITIL processes: Incident.
• Managed a team of Service Desk professionals, ensuring the team met all organisational performance objectives. Conducted HR performance assessments/appraisals and development activities as required
• Delivered reporting, SLA/KPIs, implementing improvements

Sunshine Coast Mail Centre, Qld, AU

• Managed the design, delivery and provision of operational service support capabilities to support project system implementations, software releases and integrated products.
• Managed the resolution and/or escalation of Incidents.
• Assisted with the design and implementation of change management initiatives.
• Assisted with the design and implementation of service transition capabilities to support the release of project products and services.
• Acted as the primary contact for Business areas post implementation for management of incident / problem management.
• Conducted process analysis, gathered requirements and developed business processes. This included the creation and delivery of system requirements to improve and deliver additional software functionality and integrated.

Maidstone, Kent, GB

• Managed the development, design and implementation of ISG Vega Helpdesk System and modules – Query Tool, Service Portal, Survey Centre. Solely responsible for the project management and co-ordinating effort of internal.
• Project Lead in scoping analysis, design, implementation and support of Vega Helpdesk Suite ensuring that proposed solutions were aligned with business requirements and strategy.
• Designed, developed and implemented the provision of support services to support the adoption and implementation of Vega Suite applications in accordance with ITIL standards and practices.
• Key stakeholder, vendor liaison and negotiation.

• Supported, trained and coached Zurich Financial Services systems post implementation – ET, ETr, ETi & Mortgage Solutions.
• Conducted process analysis, gathered requirements and developed/re-engineered business processes.
• Developed, documented and implemented system and business processes and procedures.
• Conducted IT consultations to examine hardware & software requirements, advising and recommending upgrades where appropriate in preparation for management of the transition of the software product.
• Managed, delivered and conducted service support in accordance with ITIL standards and best practice initiatives.
• Provided a blended approach to training, combining instructor-led sessions with simulations and post-implementation Coaching & Support.

Canberra, ACT, AU

• I was employed with the Royal Australian Navy for seven years where my role as a Radio Operator/Communicator enabled me to develop into the field of Information Technology. I was in charge of a shift in a Communication.
• Instrumental in Designing, Testing and Implementation of an in-house communications messaging system – Compucat
• 1st & 2nd Line Helpdesk Support
• Network and Circuit Maintenance
• Personnel Training, Support & Development
• Conduct Administrative and Logistic Support

Itil Expert Certification, Itil V3 Expert In It Service Management

Itil V3 Intermediate Capabilities, Managing Across The Lifecycle

Itil V3 Intermediate Capabilities, Operational Support & Analysis

Itil V3 Intermediate Capabilities, Planning, Protection & Optimisation

Itil V3 Intermediate Capabilities, Service Offerings & Agreements

Itil V3 Intermediate Capabilities, Release, Control & Validation

Nationally Accredited Short Course, Workplace Health & Safety Representative

Prince2 Foundation Certificate, Prince2 - Project Management

Prince2 Practitioner Certifcation, Prince2 - Project Management

Itil V3 Foundation Certification, Itil

Certifcate Of Attendence, Training & Consultancy

Partial Completion Of Certificate Iv In Microcomputer Technology, Microcomputer Technology

Radio Operator Certification, Communication & Information Systems

Basic Operations Certification

Victorian Certificate Of Education, Mathematics, English, Information Technology, Legal Studies, Human Development In Society