Garry Griffin Email & Phone Number

Reading, Gb

Responsible for Service Management on customer facing applications, products and platforms, including:Responsible for architecting and designing a robust, flexible, scalable and consistent Service Management Framework and an effective platform support strategy that brings operational efficiencies, while contributing to business goals and exceptional customer experience.Providing leadership and development of talent within the team building and nurturing a culture that is focused on business agility, revenue and customer success.Developing collaborative partnerships across all Key Technology, Product & Business Stakeholders on the overall customer life cycle roadmap to delivery expected outcomes to Taylor and Francis businessIdentifying opportunities for operational efficiencies and service improvement.Providing Key Stakeholders timely communication and have regular interactions about new services/changes to drive Customer Satisfaction for all Customer facing Products. Understanding the changing needs of the business across journals and books and defining a service support strategy with the outcome to continuously improve Customer Experience.Being accountable for successful transition of products and services from Build to Run (BAU) mode including mapping to standard service processes around end-to-end support, standard tools, stakeholder management, change management and communication.Establishing strong partnership with our vendor partners, delivery and service engineering teams and ensure deploying the right resources as appropriate to meet Service Levels.Being responsible for Service Quality, Fulfilment and Assurance of all customer facing products.Risking management aspects of Taylor and Francis products, ensuring strategies are in place to mitigate risks

Windsor

Management of the outsourced application maintenance/development agreement with managed service providers, Capgemini and Cognizant, accountable for the service delivery and operations being delivered and structured by the ITIL framework. Leading service design initiatives and acceptance of change. Providing lead management for Service Operations as well as driving service improvements with regards to quality of service provision Owning service and business relationships for the Enterprise wide ERP SAP Solutions and key Retail and Business systems and associated services at local and line of business level. Accountable to the business for delivery of the service, monitoring or performance and acting as the key liaison for service performance to the group businesses and users. Work with business to understand local and global needs and priorities and facilitating the change process for systems including SAP and in house developed applications Act as an escalation route and operating in a leadership role for key SAP service issues. Own and co-ordinate SAP related priority issues, incidents and problems. Act as conduit for understanding business satisfaction and perception of the service. Responsible for holding to account outsourced delivery providers for global operations including issue resolution, process management, service improvement and environment management of system environments. Key Achievements Managed a transition of support services to an offshore vendor including contract renewal for delivery of application and infrastructure hosting and maintenance Introduced processes based on the ITIL Framework to improve productivity of a failing team. Implemented a Service Delivery culture for first, second and third line support activities, improving perception of IT. Led several cost saving initiatives including technical and process changes to drive efficiencies and effectiveness such as introduction of a Service Catalogue and Database Management.

Windsor

Accountable for the planning, implementation, control, review and audit of IS service provision, to meet business requirements and satisfy business commitments by: Ensuring the service portfolio and associated service catalogues are created, maintained and accurateActively working with the business to understand services needs and improvementsManaging internal and external resources in order to plan, estimate and carry out service delivery work to time, budget and quality targets and in accordance with appropriate standards Defining and management of the provision of reporting within the function, CEIS and the Group on services being delivered

Staines

Single point of contact for delivery of all project and programme services. Matrix manages a wide range of technical and non-technical resources from various teams that deliver to the project’s needs. With a particular regard to the support activities for the environments leading the Support Incident Managers and their activities and processes

Manage the ICT Operational and Service Management activities for The Collinson Group Network services to ensure an effective and efficient delivery of IT services for users and customers of The Collinson Group IT systems.

Responsible for the day to day operations of global business IT systems and services including, project management' service management processes, system capacity and availability Service Desk and compliance with legal and financial requirements such as FSA and PCI DSS.Activities include;Project manage system upgrades, major network implementations and changes, hardware rollouts and new software implementations.Change and release management of software and infrastructure development and changes.Advise on strategic direction and governance of IT processes and developmentManagement of Service Delivery and Support activities to ensure satisfactory response to requests for support from customers and users.Co-ordination of third party, both internal and external, support functions and services.Maintain compliance with legal and regulatory requirements for the use of IT and related security in Insurance industry

Accountable for the management and operation of the ICT Infrastructure, including hardware, software and voice and data communications, and the resources required to plan for, develop, deliver and support ICT related services and products in order to meet the required needs of the fire brigade. Activities include;Project manage system upgrades, network implementations, hardware rollouts and new software implementations.Financial management and accountability, including procurement, budgetary control and forecasting for a budget in excess of £500,000.Management of and accountability for service delivery and service desk support.Strategic direction setting and management of ICT related services.Management and accountable for the maintenance of ICT Service Continuity, with particular regard to emergency control mobilising systems with a 24/7, 100% availability requirement.Accountable for third party support contract liaison and management, including out sourced contractors and negotiation of SLA's.Liaise, influence and advise senior management and elected authority members on ICT service delivery and direction of travel.Manage all aspects of Information Security and ensure compliance with legislation and regulatory requirements.Performance manage team members and systems according to agreed standards and expectations including setting of objectives and targets with users.Represent the brigade at national forums, representative groups and societies.Partake in regular audit of ICT services and systems including setting of action plans to address weaknesses.Partook in out of hours support rota for senior management and technical escalation

Responsible for the daily management of telecommunications section, including all aspects of voice and data communications, and staff responsible for support and maintenanceActivities included;Supervision of telecommunications technicians and set workloads.Managed and partook in out of hours support rota.Managed and liaised with third party telecommunication providers to ensure best value for service.Provided 1st line support to emergency control mobilising systems with a 24/7, 100% availability requirement.Carried out testing of fallback communications systems to ensure continuity of service.Oversaw the installation of technical equipment into brigade vehicles.Maintained stock and asset inventory.Acted as technical support for mobile data solutions within brigade.

Responsible for a small elite team trained to identify and observe enemy targets and provide information for indirect fire such as artillery, aircraft and naval gunfire.Activities included;Managed small specialist team.Managed use and training in technical equipment such as thermal imagery, infra red imagery, radar, laser range finders and various forms of radio communications systems.Managed the maintenance of serviceability of £5million operational vehicle.