Iain Black Email & Phone Number

Staines-Upon-Thames, England, United Kingdom

Championing the design and execution of comprehensive service capability frameworks, focusing on full lifecycle management and delivering innovative, cross-functional services based on diverse data insights.● Spearhead the adoption of ServiceNow, championing best practice adherence and maximising out-of-the-box capabilities, while ensuring alignment with ITIL standards.● Delivering ServiceNow CSM and ITSM MVP to the business, unveiling functionalities like Case, Incident, Request, and Problem management. Effectively coordinating 800 user stories, ensuring all critical items were addressed, and a clear roadmap for subsequent tasks was in place.● Managed the migration of 5,000 customers and associated cases from a legacy in-house ticketing system.● Shaping and prioritising the solution backlog for ServiceNow, amalgamating demands from departments including R&D, Operations, Service Portfolio, and Technology.● Instituted a centralised demand funnel for ServiceNow, streamlining all change requests through a unified gateway. This initiative enabled the business to assess, discern dependencies, and hone in on essential priorities more efficiently and provide a single central view of all change.● Pioneered the introduction of the WSJF (Weighted Shortest Job First) methodology, recalibrating work prioritisation to align with both business value and effort.● Building and running a ServiceNow Centre of Excellence team, their mandate is to grasp business requirements, refine these into actionable backlog items, and conduct quality assurance prior to their release, ensuring alignment with business objectives.● Incorporated rigorous Quality Assurance processes within the development lifecycle, elevating the standard of change deliverables.● Nurture and manage the relationship with the IT department, ensuring that all changes are not only timely but also meet the desired quality standards.

Led the overhaul of service capability frameworks, emphasising design integrity and fostering innovative, cross-functional services informed by internal and market insights.● Collaborated with stakeholders and senior leaders within the Supplier and Risk Management Organisation to document the as-is operating model, capturing the distinct value of each segment.● Defined the to-be operating model, integrating ITIL best practices with Aviva's strategic aims. Used componentisation to detail day-to-day operational aspects for seamless integration.● Crafted business value propositions for each area, enabling them to clearly convey their unique value to the broader business environment.● Provided in-depth strategic recommendations to optimise and enhance the overall efficiency and value delivery of each segment within Supplier and Risk Management.● Engaged with cross-functional teams, ensuring alignment and streamlining operations to successfully implement the envisioned operating model.

Newbury

Owner of service capability framework, managing lifecycle of services & leading development of new cross-portfolio services based on internal & external insights data to enhance customer experience. ● Subject matter expert on IT Service Management ● Provide guidance on designing, building, transitioning, consolidating & streamlining of services across service lifecycle● Design, create & implement ITIL (Incident, Problem, Change, Request) & ITSM policy, procedure & processes● Work with stakeholders to understand requirements & deliver solutions based on their needs● Measure & monitor capability performance & maturity against KPIs, identifying gaps for onward development & optimisation● Manage lifecycle of service capabilities in line with service strategy ● Deep understanding of industry, trends, competitor landscape & business insight to create differentiation through service-led approach● Collaborate with stakeholders to create detailed understanding of customers' business needs ● Continually seek customer feedback on services, assess opportunities to develop new or enhance existing services to improve customer experience● Prepare & deliver process walkthroughs to ensure full business understanding ● Established Capability Management function within Vodafone Business to deliver consistent approach across capabilities to align with business strategy & support Customer outcomes● Standardised Services Catalogue documentation using ServiceBox framework ● Created capability ownership model for each capability within service portfolio, separating day to day decision making around from capability strategy● Defined catalogue of service propositions offered to local markets & end customers ● Chaired capability forum to bring together stakeholders to discuss common business requirements, facilitating faster service improvements & new service developments● Created capability feedback mechanism to allow development based on data-driven decisions

Newbury, England, United Kingdom

Owned development and embedding of ServiceBox framework, methodology and tooling across all business functions; extended capability to be a "one stop shop" for service propositions internally & externally.● Led digital transformation by creating a digital tool and service framework to automatically create service offerings● Worked closely with key stakeholders across Vodafone Business to deliver operational, commercial and customer experience benefits and laying the foundations for digital enterprise● Drove development of ServiceBox vision, framework and tooling across all other areas of the business● Ensured continuous service product improvements were in line with needs of stakeholders and provided customer outcomes and experiences that continuously improved customer experience● Internal consultancy and thought leadership, driving adoption of ServiceBox framework across the business, expanded into Billing, Transition, Security and Delivery● Defined and optimised end-to-end customer journeys by leveraging UX/UI design, product analytics, service design, customer insights, and testing to ensure high-quality user and service experience● Led the collection and documentation of requirements and mapping of "to be" processes, using end-user insights to ensure requirements were focused on efficiencies and end user's needs● Effectively communicated project expectations to the director level, senior management, team members, and internal and external stakeholder● Led the development of a product release that decreased costs and time overheads significantly for the business across multiple functions through the automation of the creation of design collateral● Consulted into workstreams led by colleagues within my team to ensure alignment was maintained● Consulted on data simplification programme to embed Services into Enterprise Product catalogue● Built Service Blueprint for use in Service Design which simplified design process for New Products

Newbury, England, United Kingdom

Subject matter expert and internal consultant on service, instrumental in the design & development a new service model (ServiceBox) to standardise the Service Operations customer experience across Products.● Lead the development of the ServiceBox framework, creating a unified operating model for customers to enhance the customer journey and satisfaction.● Defined the business rules required to implement the ServiceBox model for 20+ products, defining Minimum Viable Service (MVS) for each product and enhanced services were applicable.● Maintained alignment of services to ITIL v3 to provide a standard description of the service experience for all enterprise customers.● Managed the creation of management reporting capability to ensure the provision of accurate and relevant KPI data for all stakeholders, greater enabling data-based decisions.● Directed a large cross-functional team of on-site, near and offshore resources for global rollouts.● Verified that service solutions met the strategic objective of the new global template. ● Led testing of all defects to resolution. ● Introduced best-practice ITIL standards across the program and high-impact operating procedures.● Developed collateral ecosystem associated with the services, including RFP responses, service design, legal and operational manuals.● Managed the alignment of Services provided to the UK market to ensure they were aligned to ServiceBox framework.● Acted as a service cataloguing subject matter expert into other strategic programmes.● Internal Consultant into the ServiceNow transformation programme to ensure that developments on the platform reflected the approved Service Blueprint signed off by the business.● Successfully delivered the ServiceBox framework and new componentised service model.● Managed the alignment of the service catalogue between local markets.● Maintained a view of business requirements to meet Group Enterprise Operations business needs.

Newbury, England, United Kingdom

Led operations of 6 global data centres providing support to the Project Management, Service Management and Major Incident Management teams throughout the end-to-end process, including sales, design, delivery and BA.● Held full operational control and oversight of the day-to-day management of 6 global 24/7 data centres for customer platforms in the UK, Asia Pacific, and the USA supporting 100's of thousands end users across 50+ customers; customers included the likes of Centrica, BP, Rolls Royce, major banks, etc.● Fully responsible for £4 Million p.a. CAPEX and OPEX budget held technical sign-off of high level and low-level designs and the End-to-end lifecycle management of data centre assets.● Planned and executed the infrastructure development strategy aligned with global and local business and management objectives and managed the Data Centre location strategy globally for Managed Mobility. ● Worked with customers in a consultative capacity during the design phase to understand requirements and thus ensure final capabilities could deliver on expectations and customer needs.Key Achievements:● Led the digitisation of the data centre CMDB into Remedy to allow us to digitally track assets and better understand the impact of incidents and changes on the business services they underpin.● Migrated hardware support from individually supported devices to the Vodafone umbrella support agreements. Global support saw a cost-benefit of up to 60% while reducing repair times by 50%.● Designed and deployed IL3 accredited infrastructure, which enabled hosting of UK Government contracts, held SC clearance for these UK government contracts.

Newbury

Held responsibility for the support and installation of customer solutions across the globe.• Led the design, documentation and implementation of shared and dedicated VMware clusters dedicated customer environments and produced support documentation for internal and external customers• Specified and led procurement of core infrastructure requirements and worked closely with the network team to implement and maintain that network infrastructure• Technical lead for internal P2V project, consolidating 9 racks into a 5 node VMware cluster• Deployed, configured and administered HP Storage technologies, including EVA, 3PAR, LeftHand, MSA, P2000, MDS and Fibre Switches• Worked with 3rd parties to deliver WAN, MPLS and VPN solutions• Led the implementation of availability management, including reporting on performance, chairing availability meetings and maintaining the risk register• Was an active member of the Technical Review Board and Change Advisory Board

Newbury, England, United Kingdom

Newbury

Newbury

Goring, England, United Kingdom

Newbury