David Rannard Email & Phone Number

Liverpool, England, United Kingdom

Defining and implementing effective measures of service and developing positive relationships with key suppliers and stakeholder departments. Providing guidance and expertise to the business for contract awareness and Service Level Agreement and Operational Level Agreement management processes.Contributing to the positive IT journey of my Stakeholders: Matalan's 230 Stores; Retail Operations department; Matalan's VIP users; Human Resources department; Buying and Merchandising department; Customer Services department; Marketing Department. Engaging the departments through Monthly Service Reviews, and driving improvements through shared Continual Service Improvement plans.Strong Collaboration with the Matalan teams demonstrated by maintaining 6-monthly average scores of over 85% for the overall performance of IT Service Delivery and over 85% for my own personal rating as a Service Manager. This was monitored using Balanced Scorecards completed by my business stakeholders to monitor operational activities through the Service Review cycle.Working with project teams to verify the quality of deliverables prior to release. Ensuring they met the criteria to pass through Quality Gate A (Early-Life support) and Quality Gate B (entering Business-As-Usual support), and ensuring that all resources are in place to support them.Supporting IT Director to produce a narrative illustrating the multi-year strategic approach to the allocation of the value retailer's IT budget. Collation of formal-, business unit-, and shadow-IT OPEX and CAPEX budgets, then working with Gartner tools and consultants to benchmark Matalan IT spend versus Matalan's industry peer group.

Manchester, England, United Kingdom

Development of the roles and accountabilities, processes, technologies and governance directing Department for Work and Pensions' approach to building, developing and retaining know-how to improve 1st Line Support and resolution management to over 100,000 DWP staff and outsourced providers, reducing incidents experienced by colleagues across DWP.As part of the Knowledge Management specialisation within DWP, designed and implemented Service Level Agreements (SLAs), working in collaboration with resolver groups to support the delivery of quality knowledge articles, to meet the team's target customer satisfaction score (CSAT).Continual service improvement, utilising Excel and ServiceNow reporting skills, to allow the Knowledge team to remain high-performing and to target specific issues within resolver groups and create improvement plans.

Liverpool, United Kingdom

As part of the Information Technology Governance team reviewed current contracts, driving innovation and seeking out efficiencies and cost reduction opportunities throughout the contract lifecycle, implementing and monitoring improvement targets.Managed Riverside IT's register of 125 contracts, and 100 suppliers. Communicating with key stakeholders (Contract Owners, IT Service Managers, and Procurement) to onboard, renew, and decommission contracts and suppliers.Proactively created a view of the contract register, connecting Service Delivery Staff to key operational information, and interfacing directly to the Service Portfolio so that Supplier Management was controlled by alerts and up to date intelligence.Successfully delivered the IT department's mid-year budget re-forecast for 18-19, and budget forecasts for the 19-20, 20-21 & 21-22 financial years. Worked with Project Delivery to discover what the impact of in-flight and pipeline projects would be on the OpEx spend, and with Finance to determine how much of this was not in forecast.Novated 2 key contracts to new providers when one of Riverside's suppliers closed down their UK operations following Brexit. My tenacity in tracking down suitable new suppliers, and ensuring that they worked with the incumbent to provide continuity in the execution of the contract on the existing terms, secured the seamless operation of 2 Tier 1 business services.Contributed to Corporate Criminal Offence workshop led by PwC, to identify areas of risk in the business and forma an action plan to ensure compliance.Modelled the costs of the legacy and target Riverside Data Warehouse systems to allow Head of Business Information & Insight to make informed decisions on the decommissioning road map for the legacy system.

Liverpool

A secondment to Riverside's IT Training and Support team to develop test plans for the transition from the legacy housing management system Academy 18.3, to Capita's OPENHousing solution. As this business-critical piece of software is central to enabling 900 employees to support Riverside's housing stock of 53,000 properties, this is a high profile project within the organisation.

Liverpool

One year of operational experience on Riverside Charitable Housing Group's IT Helpdesk - the user-facing single point of contact for all of the Group's IT issues.Pragmatic operational exposure to all of Riverside's production IT systems, and as a result a thorough understanding of IT Service Delivery to the diverse user-base.Diagnosis and escalation of calls to the appropriate Resolver Group, demonstrating an understanding of how the IT Service is delivered. Utilising my communication skills to update issues as they progressed.Operated support tools to provide assistance to remote users across multiple business units wherever possible. When the use of software support tools was not possible, it is necessary to leverage my verbal and written communication skills to investigate and resolve the issue.Support of Riverside's geographically dispersed user base, across a wide suite of applications and devices, including a fat-client architecture and mobile devices.Administration of user and computer accounts residing on the Windows Domain Network using Active Directory.Support of Citrix Applications via Citrix Services Delivery Console – a precursor to the Organisation's strategical commitment to deliver a thin-client VDI solution.Trouble shooting and resolution of client/server TCP/IP issues through a working knowledge of DNS and DHCP.

Liverpool, United Kingdom

Liverpool based brand ambassador for the roll out of BHS's food court offering. Key member of staff in the set up of the department, and the supply of groceries and convenience goods to BHS's customer base.

Liverpool, United Kingdom

Running Human Resources reports for Riverside Charitable Housing Group's senior management in accordance with the monthly reporting schedule. Using strong Excel skills to create reports to respond to service requests for ad hoc establishment reporting to support the wider business.

West Yorkshire, United Kingdom

Service Manager within the consulting arm of IBM (Global Business Services) working as part of a small IBM management team, in a strategic partnership with our sub-contractor Serco, to deliver outsourced IT function to my client, Bradford City Council, on a 10-year outsource contract, initially worth $160 million.Represented and reported to IBM GBS's public-sector senior management within the context of the Bradford-i contract. Managed stakeholders from several organisations, many of whom where nationally and internationally located. Indirectly managed a wider team, including a department staffed by 80+ sub-contractors, to dispatch IT functionality to the user base.Delivered IT support for the day-to-day activities of a multi-site user base of 6,800 individuals to a standard deemed 10/10 in a 2014 client satisfaction survey, completed by Bradford City Council.Ensured that Customer Service Levels met contractually defined Service Level Agreements, operating to ITIL best practices.Worked with suppliers and the sub-contractor to ensure that service incidents were responded to and fixed within their SLAs. Communicated with the IBM Project Executive to ensure he was kept informed.Reviewed statistics gathered by the IT Service Desk each month to provide measurable evidence to the client, to demonstrate IBM's progress against contractually defined KPI's. This formed part of the report discussed at the monthly Programme Governance Board.Business development of proposals worth $15.1 million for IBM during my tenure with my client, City of Bradford Metropolitan District Council. Engaged IBM's specialist delivery partners/3rd party suppliers at a senior level, to build effective relationships to enable a fast response to these customer requirements. These proposals described complex solutions to non-technical customers.Explicated a 2009 Client Audit on IBM's management of the telephony aspects of the Braford-i contract.

Hampshire, United Kingdom

Produced technical documentation and conducted Oracle Financials Administration for a portfolio of public and private sector clients.

Hampshire, United Kingdom

A Senior Developer with a 100% project delivery record on the Virgin Media online registration and content delivery team, which had a strong commitment to reliable, time-to-market solutions.Experienced Support Engineer working on a rota to provide 24/7 3rd line support. As the last line of support, worked independently to ensure timely restoration in the event of an outage of the live Virgin Media Internet systems, while providing frequent updates to 1st and 2nd line support.Delivered a brand new UI to the Virgin Media Set-top TV boxes, which is still in use today on Virgin Media's HD TV box some 19 years later, this testament to the attention to detail given to the original code.UNIX administration of the core TV-Internet and online registration systems.Installation and administration of the Windows NT 4.0 Server which hosted the back end for the Set Top Box Electronic Programme Guide.

Hampshire, United Kingdom

Contracted to work for the Defence Evaluation Research Agency as Project Leader and Programmer, on a team writing image processing software in C.Successful delivery within budget, on this long running, capped-time & materials contract.

Bachelor Of Science (B.Sc.), Mathematics, 1St Class

Further Education

2 A Levels

High School

4 A Levels 7 GCSE's (C+)