Glenn C. Email & Phone Number

United Kingdom

Leading the new SIAM practice for Caldic

United Kingdom

Heading up all things IT Service Management, end user support and central escalation point for IT service within Maximus UK.Leading Service Management transformation program as part of wider technology simplification program

• Defining Service Management strategy aligned to ITIL v.4 to transform federated services within a global LLP
• Leading on procurement of Security Operations/ Network operation services via RFP with MSPs
• Consulting and defining ITIL processes with ServiceNow for incident, request, problem change, SACM (primarily CMDB and asset discovery)
• Trusted advisor on all things service management and ServiceNow integration

London, England, United Kingdom

Recruited as short term lead to energise front line teams in period of transition with introduction of ITIL service management processes and transition from ZenDesk to ServiceNow

United Kingdom

• Interim Senior Service Manager managing Mail and Parcels IT Operations portfolio
• Leading team of service managers accountable for all technology underpinning national postal end to end operations and leading major incident response for portfolio
• Managing a SIAM framework of suppliers such as Azure, TCS, HCL, Cap Gemini, Atos
• Key receiving manager for RMG flagship digital projects as RMG moves IT services to the cloud, ensuring services are fit for purpose and cloud service providers are aligned
• Successfully defining Service Support models and leading service transition for key new strategic digital initiatives – Digital Stamps and Bring my Label

London, England, United Kingdom

• Designing target operating model for interim Live Service Operations taking in new ways of working through devops
• Ensuring digital service designs from service architect were fit for purpose
• Lead and motivating the newly created internal operations teams as services insourced from suppliers, across devops teams on AWS/Azure cloud platforms, as the MOJ moved to implementing infrastructure code using tools.

Royston, Hertfordshire, United Kingdom

• Senior interim assignment managing and leading IT transformation for a £15 billion FTSE100 science & technology business, delivering a consolidated global IT system
• Successfully led global modern desktop transformation providing a long-term scalable service for the entire business
• Restructured the global frontline support operation, delivering an efficient, unified, and customer focussed system from what was a disparate and inconsistent federated structure using ServiceNow toolset
• Lead and motivate the cross-cultural support team of c. 120 people in 34 locations, creating tailored communications, providing an outstanding user experience using ITIL framework
• Orchestrated COVID-19 crisis management, enabling remote working for 14,000 users within two weeks
• Planned and implemented a best-in-class budget management process (£20M), allowing visibility of spend that was previously unmonitored, becoming a trusted member of the senior management team

Cambridge, United Kingdom

Delivery of complex transformation project during a time of great change and rapid corporate expansion- IT strategy creation and delivery- Established global supplier partnerships- Financial & team management- Embedded a customer service culture

- Change management projects – strategy, planning, and delivery- IT service leadership for critical HMRC tax infrastructure

- Transformed failing global service desk (35K users)- Crisis management ensuring business continuityFull CV available on request