Andy Downing Email & Phone Number

London Area, United Kingdom

• Directed the ITIL Process Knowledge Transfer project between Managed Service Providers, establishing core ITIL processes to facilitate a seamless transition amid challenging handover conditions.• Managed the audit response for configuration management. Successfully led a six-month project to populate the ServiceNow CMDB following a failed audit.• Led the configuration of essential tools and processes to maintain operational continuity with minimal disruption for global IT teams.

Singapore

• Led IT service initiatives and technology projects, enhancing risk management frameworks.• Developed and implemented DR, BCP, and BCM strategies, significantly improving resilience and recovery capabilities.• Led the IMT, demonstrating effective crisis management during critical incidents and achieving audited improvements in system resilience.• Managed Service, Project, and Vendor Management across APAC, ensuring regulatory compliance and optimizing operational efficiency.

Singapore

• Directed IT service delivery for 50,000 users, completing a successful platform and VC migration 20% ahead of schedule.• Managed service and vendor relationships, achieving a 95% satisfaction rate.• Enhanced DR strategies for Infra and Support, ensuring global standards compliance.

Singapore

• Managed global technology service operations, leading a successful cloud migration for HR services, increasing process efficiency by 40%.• Ensured robust DR and BCP systems for HR, Legal, Finance, and shared services.

Singapore

• Led a global support team of 90, improving service desk solutions for 260,000 users, reducing response time by 25%.• Ensured comprehensive DR and BCP strategies for a global service desk.

Singapore

• Oversaw APAC service management, implementing a Service Improvement Program that elevated service quality by 20%.• Ensured alignment of DR strategies with global regulatory requirements.

Uk & Singapore

• Managed global VIP and executive support functions, enhancing service quality.• Ensured premium service continuity and robust DR strategies for white glove clients globally.• Achieved a 15% reduction in operational costs through cost-saving strategies for retail banking in MENA.

London Area, United Kingdom

• Provided front office support at AT&T, Arab Bank, Kuwait Investment Office, and Deutsche Bank, consistently recognized for outstanding service efficiency and customer satisfaction.