Hazel Morrison Email & Phone Number

Glasgow, United Kingdom

I am currently responsible for managing the Service Management Team alongside the Local IT Support Team. We are responsible for the provision of both corporate and public services including Glow Online Portal for education and SWAN Public Education Services Network. These are both national services involving a number of key suppliers and contracts.The Glow service is provided through a number of contracts with providers such as Microsoft, Google, RM Education, NSS and Affinity Digital. The Glow portal provides online services to support on average 7 million logons per month and supports around 500,000 users each month. In addition to the typical supplier management piece I am also responsible for risk management, business continuity checks, financial scrutiny and online moderation of a social media tool. The role can involve answering queries from government ministers and the public. The SWAN (Scottish Wide Area Network) service provides links across education on behalf of local authorities for education purposes. There are a number of partners involved with the service from Capita who provide the service to the NSS who manage the SWAN service desk on our behalf. Again my team are responsible for the management of all Education Scotland circuits.My team are not only responsible for supplier management, we have responsibilities within the programme to ensure the overarching procedures are in place, such as:Incident Management Change Management Contract GovernanceSupplier Management - 3rd partiesBusiness Continuity PlanningFinancial ManagementService Improvement PlanningLive Service SupportService Reporting

Glasgow, United Kingdom

I originally joined esure as Telecommunications Analyst and I was continually evolving over the years expanding my role into to IT Support Services Manager incorporating both the Service desk and IT Support functions. The IT Infrastructure was eventually outsourced with the majority of 2nd/3rd line support responsibilities moving to a 3rd party. A number of onsite support staff remained I was responsible for the daily management of up to 9 direct reports across 3 UK sites at any one time with a team of 14 overall. My key responsibility was to manage all customer facing support functions including the local IT support analysts, the service desk function and to ensure the best possible service was delivered to the business both internally and from our 3rd parties. We had a number of supplier partners and my role included daily involvement with our largest IT support contractor – ensuring they were meeting obligations as set in the contract. On a daily basis I would be involved in tasks ranging from incident escalations, support contract renewals, contract discussions, Service Improvement Plans, major incident management, co-ordination of 3rd party activities, policy and procedure reviews as well as any daily management reporting and ad-hoc requirements. The esure local teams support a number of technologies onsite such as the Voice ACD, Printing, Audio Visual and Desktop estate. Within this we encompassed technologies such as fax servers, call recording platforms (Verint), Avaya ACD management and video conferencing suite. My role was all encompassing and included:• Incident Management • Change Management • Problem Management• Supplier Management - 3rd parties• Service Management• Emergency Management Team Member• Disaster Recovery Management• Asset Procurement & Disposal• Break-Fix Approvals and charges• Escalation Management• HR Management Support• BAU Project Management • Insurance and Audit Support• Service Governance Policy Review