Responsible for the management and delivery of the Vaultex IT Services ensuring they meet the agreed upon standards and are delivered efficiently. Overseeing the resolution of IT issues and minimising downtime. Monitoring and reporting on service performance and user satisfaction. Managing relationships with external providers and ensuring compliance. Implementing processes to enhance service delivery and user experience.

Responsible for the Service Delivery and Support of the End User Compute Estate as well as managing the risk and governance profile across the IT Department,

Conduct monthly service review meetings and face to face meetings with stakeholders to analyse Management Information, tailored to show how the service is performing against the services that are provided. Typically focus on identifying any trends relating to capacity, availability, incident repetition, and incident volumes to try and identify where changes could be made to the client IT infrastructure, or the way in which we support to increase the performance, availability, or end user satisfaction of the services used.Maintain the Continual Service Improvement plan and align to the customer’s business requirements. Conduct Internal Review Meetings which underpin and progress improvement initiatives identified as part of the Continuous Service Improvement process.Problem Management: Using call trending analysis proactively identify repeat issues, and review how to prevent these from re-occurring. Attend problem sessions to identify solutions to eliminate the root cause of repeat incidents. Relationship Management: Act as primary contact between stakeholder/vendor/suppliers. Asset Management: Effectively manage all assets ensure purchases and disposals are approved and carried out in accordance with the company policies.Continue to own the Service Transition Process ensuring all new developments are transitioned into live with no distruption to service.

Work across all Operational/Support and Project Teams to produce and document a robust Service Transition Process. Create fit for purpose templates to capture all new and existing Service Requirements. Roll out the Service Transition Process to all Operational/Support Teams and Project Managers. Set out and documented Service Transition roles and responsibilities. Ensuring all operational costs and resource costs are captured via the Service Transition Process.

A process focused role working closely with HomeServes Service Delivery and Technical Support Teams to develop, implement and improve the Service Management processes and support the reliable operation of the systems which underpin the Homeserve business.Implement ITIL processes for Incident Management including regular audits of processes for continual improvement. Implement the major Incident Process and Communication Plans. Develop customer focused MI packs relating to Service Availability and Service level management based on benchmarking against industry standard KPI’s. Implement the Service Transition Process ‘handover to support’ from projects into the live environment. Worked closely with all Service Delivery Managers to produce, document and regularly review the IS Service Catalogue. Co-ordinate regular Service reviews for feed into Customer Service Improvement plan.

Generally define and maintain the standards related to Project support within the organisation. Typically source the documentation, guidance and measurement on the practice and execution of projects. Continually develop structures and constantly monitor the project life cycle.Support assigned individual programmes or projects and provide a mentoring and advisory role for Project Managers. Own the Information Systems Change Plan ensuring a single version of the truth at all times. Be responsible for the delivery of Project Management Office Administration tasks. Deliver consistent and high quality Project reporting. Manage access to all project documentation repository (project templates) Control access to project data, archive project information in line with data protection policies (agree with the Information Security and Legal teams) Monitor and feedback the quality of input into the Project Management office. Publish a consolidated and updated Business Systems Risk register, co-ordinate input from IT management and Project teams. Manage external and internal relationships, where delegated by the IS management team.

Manage and centralise the Telephony and Networks billing into a central location. Analyse data, identify and make cost savings. Work as part of the project team to port the mobile estate over to a new provider.

Team Manager looking after two teams consisting of 4 agents per team. Main duties consisted of setting and monitoring individual KPI's and carrying out weekly 1-2-1's. Ensuring all the agents remained fully competent within their roles and managed any training requirements. Resourcing work loads ensuring deadlines were met. Reporting on debt analysis to Senior Management. Calling cash for the company and monitoring the refunds released.