Technology, Enablement and VC Manager

P1 Incident and Problem Management - Incident management and escalation processes. Relationship building with Global Service Management Team to best maintain service metrics and KPIs. Change Control - local and global change management timetabling, coordination and approval.IT Service Continuity Management (ITSCM)/Disaster Recovery Back-Up feeding into the wider Accenture Emergency Response Team (ERT)Supplier and Customer Management - Operates a structured supplier management process framework ensuring standard documentation is maintained covering OLA, SLA, contact, reporting.Established regular service review meetings involving teams from technology Local in UK and Ireland, documenting meetings and actions arising in a spirit of continuous service improvement.Service Level Reporting - production of supporting information to facilitate key customer service reviews based on agreed service metrics and KPIs.IT Service Desk (ITSD) -direct relationship with IT Service Desk, liaising / escalation with product manager(s) as appropriate.Project/Venture and Acquisition (V&A) Involvement - Involved in various local and/or global service management projects as required.

UK IT Support Manager

Responsibilities for Service Escalations across the UK SouthProactively meets with the office leadership on a monthly basis and reports to Regional UK Technology ManagerManages support for all office technologies across all tiers within agreed timeframes and SLA’sEnsured infrastructure Systems are maintained in accordance with service owners guidelines and compliance with Business Continuity agreementsConducted periodical reviews to ensure that the team are complying with regulatory guidelines and company policiesDaily and weekly reporting on incident managementDirectly participating in all UK South technology projectStaff performance and salary reviews have worked with HR managers and senior staff to document and remediate performance issuesManaged outsourced Service and staff Supporting the Team abilities through positive customer relations Providing Coaching and mentoring to team members Escalating incidents where required across all tiers and towers

Managing a cross regional team focusing on remediation practice activities across 55 countries within the EMEA region. Objective to ensure a consistent and high quality approach to Project involvement and co-ordinate a consistent and effective response to project requests

Responsibilities for Service Escalations across multiple officesProactively meets with the office leadership on a monthly basis and reports to Regional UK technology managerManages support for all office technologies across all tiers within agreed timeframes and SLA’sEnsured infrastructure Systems are maintained in accordance with service owners guidelines and compliance with Business Continuity agreementsConducted periodical reviews to ensure that the team are complying with regulatory guidelines and company policiesDaily and weekly reporting on incident managementDirectly participating in all Witham and Norwich technology projectsPerformed staff performance and salary reviews have worked with HR managers and senior staff to document and remediate performance issuesManaged outsourced Service and staff Maintained asset records to ensure the company asset and data are secure.Supporting the Team abilities through positive customer relations Providing Coaching and mentoring to team members Escalating incidents where required across all tiers and towers

Assisted with insourcing the Service desk and Desktops teamsProvided project resource on various projects, deployment, and major integration projectsService interface for business contacts and executives, weekly meetings and attendance at monthly service review meetingsAccepted responsibility for Desktops support in the Brentwood Mercer office and the Marsh Norwich officeRedefined underpinning processes, leveraging efficiency improvements.Extensive cross training exercises undertaken, efficiencies identified and implemented.This successful department gained praise from the business and IT, where work was centralised and common processes and polices were actioned Assisted with full disaster recovery planning and off site testing

Providing Call Centre support services Supported Cheshire Data System Insurance quote engine, report generation , system support1st and 2nd Line Aspect ACD supportQ –master Wallboards supportWitness Voice recording supportDelivered new business on boarding ensuring client transfers were seamlessNew desktop deployments, application rollouts, Participated in projects integrating run off business into the operation