Derek Mccourt Email & Phone Number

London (Hybrid)

Exeter, England, United Kingdom

Responsible for the operational business relationship and the day-to-day point of contact for two key clients. Managing the agreed contractual service deliverables, assessing, analyzing, developing, documenting and implementing service resources. Collaborating directly with, internal technical delivery teams, stakeholders, customers and external technical delivery teams.

Exeter, England, United Kingdom

On behalf of BT accountable for the provision of Technical Management and Delivery Resources to the Devon and Cornwall Police Managed Service Contract, ensuring the service is delivered within the agreed SLA and KPI metrics. This involves the planning and delivery of technical implementations that range from small scale enhancements to existing ICT solutions to new IT Solutions in a 24/7 business critical environment.

Plymouth, United Kingdom

Responsible for the IT Service Delivery for Devon Primary Care GP surgeries in Exeter City and East Devon. Working closely with the Devon CCG to bring IT support to Primary Care and CCG sites in the wider Devon CCG area.

Winchester

Responsible for the IT Service Delivery activities of Box-it Document Services Ltd and UK Wide customer base.

Bournemouth Dorset

Responsible for the UK Wide IT Service Delivery activities of the Advanced Computer Software Groups three divisions 30 sites and over 2000 users.Advanced Business SolutionsAdvanced 365 Managed ServicesAdvanced Health Care

Southampton, United Kingdom

Responsible for the service delivery activities of the Information Management Services team, ensuring that the service delivery is of an excellent standard and is relevant to the needs of its customers and stakeholders. Managing the delivery of the Service Desk to ensure a customer centric approach to service delivery with appropriate liaison with the business systems, infrastructure and training teams, in order to deliver a high quality, effective and good value IMS service, that meets performance targets. Developing all aspects of IMS Service Delivery throughout the team and association to maximise stakeholder engagement. Working with teams to continuously improve the empowerment of staff, enabling them to maximise the investment, value and efficiency of the service and systems of the association.

Managed the IT Helpdesk & Desktop Support Services department Managed maintenance support & site infrastructure support of the five buildings occupied by Bewiser InsuranceProvided 2nd/3rd level support. Resolving requests to provide effective maintenance, support administration of the Bewiser site infrastructure and network support to the Bewiser Insurance domainManaged and allocated the workload of the IT Desktop Support Team, provided line management responsibilities and developed the teamProvided monthly statistical reports to the management board on call statistics, fix rates, up & down time of servers and associated equipmentProvided monthly statistical reports to the management board on the IT budget with a breakdown of costs and recommendations on how to reduce expenditureProvided team leadership support to the IT desktop support teamConducted quarterly reviews of the IT team, monitoring training development setting targets and objectivesResponsible for all recruitment of the IT team, training coaching new and existing members of the IT teamSupported the drive to promote the IT department’s image values and behaviour within Bewiser Insurance. Represented and supported the IT Director in his absence

Managed the IT support/engineering teamConducted quarterly reviews of the IT support/engineering team, monitoring training development, setting targets and objectivesResponsible for all recruitment of the IT support/engineering teamTraining coaching new and existing members of the IT support/engineering teamResponsible for all contractors, sub-contractors employed to facilitate workload and projects on the portfolio (cabling contractors, IT Consultants)Managed and allocated support calls to the IT support/engineering teamAllocated workload, resources and project managed all projects on the portfolioProvided monthly statistical reports to the management board on call statistics, fix rates and engineer onsite time Provided monthly statistical report’s to the management board on the IT budget with a breakdown of costs and recommendations on how to reduce expenditureSupported, promoted the customer portfolio, monitored, controlled customer’s maintenance contracts and SLAsCustomer facing, conducted site surveys, post install visits, resolved complaints, provided more resources or services if needed, became the focal point between the customer and the company

Managed a support service for all ICT assets within my assigned area of responsibility whilst providing the best service to customers with the tools and resources available, also provided 2nd and 3rd Line support for receiving and resolving support requests. Maintained and supported the site infrastructure, providing timely resolution of incidents, within SLA targets. Configured hardware and software whilst incorporating systems administration, provided customer guidance for future IT requirements, developed awareness of compatible products and suggested appropriate training needs. Confidently used service management support tools, databases, knowledge bases and remote control software to provide an efficient, timely resolve to incidents.