Eric Mapp Email & Phone Number

Milton Keynes Village, Milton Keynes, United Kingdom

Glasgow, United Kingdom

Latest Position (January 2017-March 2018) Implementation Manager for DevOps Team• Implemented DevOps function for I-Assess Product Development Team which enabled ACCA to deliver Computer Based Exams on a regular delivery schedule enabling ACCA to be first to market with new innovative products• Built complete new team to support I-Assess product delivering £7m profit per annum• Project Managed rationalisation of desktop and application support for 51 International offices, spread over 37 countries and supporting c 450 people. The solution involved dealing with a 3rd party service provider to deliver a consistent product offering over different cultures and operating principles• Managed the implementation of an Enterprise Voice Solution for the organisation to rationalise the disparate telephony systems, contact centre technology and personal productivity tools. This solution was implemented alongside the migration to MS O365 to ensure productivity gains were delivered throughout the multi country site 1400+ people organisation.

Glasgow, United Kingdom

• Managing Business Interface with Service Provider• Defining and Implementing Service Level Agreements• Identifying Service Improvement Opportunities• Service Management of outsourced services in ITIL framework• Responsible for selection of IT Strategic Partners to meet the requirements of ACCA• Developed IT plan for Change of Major Service partner and implemented successfully• Transitioned 650 Users to New Outsourced supplier (1st September 2016)• Outsourced Mobile Technology to new Service Partner• Developed ServiceNow Tool to manage requirements of ACCA and 3rd party Service Providers• Developed Desktop Strategy for replacement of ageing estate• Developed Supplier Management Framework in conjunction with Supplier Tier management• Implemented ServiceNow in ACCA to manage incoming IT support calls for UK and National Offices • Developed Service Schedule requirements for Service Desk, 2nd and 3rd line resolution, Incident Management, Problem Management, Change Management, Configuration Management and Hardware Break/Fix Service

Edinburgh, United Kingdom

• Responsible for delivery of Service Assurance to Business and Infrastructure Projects using ITIL guidelines and methodology • Developed Service Continuity Compliance Framework for critical 3rd party service providers e.g. TSYS, Experian etc to meet Financial Control Authority Directive• Implemented Vendor management process for Tiered Suppliers, consisting of 10 (T1) and 90 (T2/T3) suppliers. Supplier base includes Vodaphone , Experian , Wincor , TSYS and other Vendors engaged by the Banking Industry• Designed and set SLA’s for 3rd Party Vendors and implemented Supplier Performance Reviews• Carried out Risk Control Assessments for top 100 Tesco Bank IT Suppliers, with action plans in place to improve the supplier risk profile • I have designed and implemented JIRA processes into new Service Transition model to enable Tesco Bank to manage Service Transition in a Leaner/Agile environment• Business planning for product support as well as the delivery of IT solutions in to a production environment• Supported wide variety of Business projects ranging from Finance Hedging Implementation to Perimeter Firewall replacement Program• Ability to work as part of team on larger projects and on individual basis where required.• Responsible for Liaison role between the Business and IT Service• Develop appropriate service levels • Establish and run acceptance testing to assure that the Application/Infrastructure and service model will deliver to SLA • Define and implement service management processes – incident, problem, change

Edinburgh, United Kingdom

Lloyds Banking Group (Asset Finance) 2000 – Oct 2012• Setup Service Delivery function within IT department using ITIL framework (Service Desk – Three Tier support model, Incident ,Problem and Change Management and Configuration Management)• Head of IT Service Delivery, responsible for delivery of IT Services to 5,000 business users over multiple sites and 6,000 motor dealers throughout the UK• Established a robust support model to enable the business to operate in a competitive market sector, Point of Sale Vehicle Finance and Contract Hire Vehicle Rental• Head of IT Risk including Business Continuity Management

Nottingham, United Kingdom

Lloyds Banking Group 1990-2000• IT Manager for Motorcycle Finance , responsible for System Design and Provision of IT Services • Customer Services Manager responsible for re-engineering of collection processes to ensure more efficient collection of delinquent customer accounts• Led the IT rationalisation program to migrate business to parent platform ensuring that business stakeholders were delivered a solution that met the operational requirements

Edinburgh, United Kingdom

Lloyds Banking Group 1980-1990• PC Manager for end user computing, responsible for supporting business colleagues to develop and run their own Management Information models and processes.• Supported business users in development of financial planning models

Hnd In Computer Science, Computer Studies, Pass

Computer Science Course

Scottish Highers, English Language And Literature, General, A

Activities and Societies: Active member of School football team