Derren Hams Email & Phone Number

London, England, United Kingdom

United Kingdom

• Under challenging, fast paced circumstances I work within a small service design team to deliver new applications or services safely into the live environment using agile methodology• Required to understand the service target operating model and project deliverables within its lifecycle. I liaise with project managers, suppliers, live operations and the business to create service design documentation• Present the service design to the live service operations teams to ensure a full understanding of the end to end service management “in scope” process flows and service level agreements in readiness for acceptance into live• Work closely with Project Managers and Operations, act as a single point of contact to the Business throughout the project lifecycle to identify service risk and subsequently manage risk and impact and mitigate where appropriate• Manage early life support (hyper care) and report on Incidents and defects to the live service team on a daily basis. Support the mitigation of these issues in readiness for exit criteria to be met and ultimately acceptance into service

London, United Kingdom

Jan 2019 - June 2021: Contractor – Operational Change Manager (Client is HMCTS) Reform Digital Services, the Crime Programme/Common Platform Programme (CPP) and other Core Services and Applications.• Quickly and effectively assumed the role of the senior operational change manager. • Experienced combining ITIL based processes into multiple Agile driven projects.• Proven ability to provide controlled governance of change in a high volume environment. • Provide regular improvements to the change process as part of a continual service improvement regime.• Promote standardisation in the change/release process whenever possible.• Responsible to undertake service readiness reviews and subsequent acceptance into service from a change management perspective.• Experienced in documenting change and release policy and process and creating knowledge based articles.• Able to effectively communicate with technical, security, operations and business stakeholders. • Attend technical readiness reviews to understand and question potential change requests impact and risk profiles prior to submission.• Comfortable justifying rejection of change including to senior management when appropriate.• Chair Post Implementation Reviews and present output to all interested parties when warranted.• Create management information reporting and conduct trend analysis to highlight and then undertake mitigation to minimise risk and impact to the live services or project deliverables.• Collaborate with other change managers to improve pan MoJ change/release governance.• Work closely with interdependent functions including Incident and Problem management.• Provide regular stakeholder training on Change Management and Service Now• Improved and consolidated a programme wide forward schedule of change (FSC) to minimise contention/conflict.

Corsham, England, United Kingdom

Contracting to i3 Works on behalf of the MOD. ITIL & Agile set up

London, United Kingdom

• Embed into the 3 separate live service operations teams to provide a service transition single point of contact representation. • Qualify all changes raised at partner’s operational and contract change boards. Confident to approve or reject as appropriate to minimise risk against the FCO programme deliverables. • Analysed and consolidated 3 disaggregated organisations ITIL processes flows into a single approach to be used to expedite new supplier on boarding timelines.• Discover and analyse previous public/private sector organisations that undertook similar implementations to compare against FCO programme transition timeline assumptions, analysis used to present at senior board level.• Custodian of Master Site list – Key document used to record technical and business related site data for over 500 posts/sites worldwide. Liaised daily with 3rd party project and change managers across the 3 organisations to ensure all their deliverables were accurately recorded within this data base.• Provide assurance in validating service management Schedule of Requirements for potential suppliers.• Reviewer and down selector for 5 potential supplier’s bid responses for service.• One of 4 team members to manage the controlled exit of the incumbent supplier. • Created a Programme Induction Pack for new starters.• Adopted an Agile approach to deliver products against the plan.• Facilitated an agreed consolidated Acceptance into Service approach with 3 disaggregated live service organisations

London, United Kingdom

Single point of contact for outgoing and incoming suppliers and the MoJ pertinent to ExitEnsure suppliers exit managers comply with contractual obligations Monitor and manage budget for client. Responsible for approving supplier t&m against deliverablesChair weekly internal and supplier meetings to ensure exit deliverables are being met Ensure customer data is not compromised during exit and transition phasesCreate and/or Review CCNs associated with ExitManage exit related Risk and Issues registerReview suppliers proposed exit project plans and its associated methodology, processes and strategy to ensure an orderly transitionArbitrate or escalate any potential disputes in association with ExitAssist HR/TUPE specialists

London, United Kingdom

•SPOC and govern Managed Service consisting of two primary tech suppliers to deliver their contractual sla obligations with an annual run service budget of £20M.• Proven excellent comms skills by representing MoJ at all seniority levels of engagement with suppliers and customers. Present live service or project lifecycle updates at both tech or business level• Successfully governed a £7m programme of tech refresh work to an essential MoJ system on time and within budget, receiving commendation from the SRO in recognition • Integral member of a bid team to represent live service to articulate the functional and non functional reqs for a recent Cloud based supplier procurement exercise. • Meticulously review all ops change and release, ensure the supplier led CAB & RAB are operationally efficient using ITIL framework guidelines. When necessary and called upon I have the confidence to arbitrate and make decisive decisions to protect the service.• Review all business CRs and following qualification and acceptance provide the project lifecycle assurance role from design, build, test into a successful live service implementation • Review suppliers run service and project reports to ensure SLAs and KPIs are being met or exceeded, culminating in approving budget sign off • Attend the MoJ budget reviews and have helped discover saving opportunities • Responsible to assess risks and issues perceived impact and probability and qualify supplier’s recommendations to either mitigate or tolerate the risk• Perform CMDB assurance in collaboration with the supplier’s config mgr that the integrity of the estates hw, sw and licenses are compliant and in full support • Manage high severity Incidents by liaising and qualifying remediation with the Suppliers IM• Comfortable to analyse multiple service data streams and provide corrective action where appropriate, be it problem, capacity, unplanned outages, change success rates or various trends from the customers

London, United Kingdom

•Using ITIL framework established and documented an efficient change & release process within an IT programme consisting of multiple suppliers, platforms and projects.•Responsible for the governance of the operational change & release process, adhered to by all Criminal Justice Organisations and their affiliated hosting and application suppliers•Quality check all RFCs from a business and technical perspective and disseminate for sme qualification •Organise and chair the weekly CAB. •Ensure all change/release communications are clear, concise and sent out in a timely fashion•Proactive approach to CSI has led to an increase in quality changes being successfully implemented thus ensuring stable environments and project milestones being met •Designed, built and maintain a bespoke change tracking tool and RFC template including functionality to enable automated reporting of kpi's•Highly motivated as volume of RFCs averages 120 •Manage a FSC to mitigate against environment contention and customer constraints•Provide monthly and ad hoc change reports including trend analysis to senior management•Actively trained and managed three change administrator functions •Co-ordinate the deployment of all releases into pre productions and production and ensure environments are aligned in accordance with client policies. •Organise and chair the weekly release advisory board (RAB). Providing governance around the usage of environments in respect of project, maintenance and partner release requirements. •Integral member of numerous pan government CABs and RABs to provide impact analysis on operational change affecting shared MoJ infrastructure•Developed and manage a pre production environment booking process used by projects and customers •Provide support to other ITIL functions incl Service, Configuration, Problem and Incident mgnt.•Provided process and procedure guidance to other Change & Release Managers within the MoJ

During my Cabinet Office contract I specialised in change and release management and data analysis for both the Government Gateway (the world’s first joined up government system delivering authentication services across all of UK government) and DotP (a pan-government content hosting service used by several large departments, including Direct.gov.uk) within a small service support team. Both products are part of the government’s Critical National Infrastructure.