John Coyle Email and Phone Number
John Coyle work email
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John Coyle personal email
My name is John Coyle and I help people and organisations to meet and exceed their goals. I have a “lead from the front” management style always looking to improve operational efficiency and service levels using best practices as well as being a convincing communicator and relationship builder.I am an innovative visionary with exceptional management skills. A change agent with the ability to analyse issues, devise and integrate continuous process improvements with minimal resources and impact. With global expertise in several senior leadership roles, I have a consistent track record of accomplishment and delivery at operational and executive levels.Some of my key milestones include:Played an integral role in optimising the 24/7 group level situational awareness for technology at Standard Charted Bank helping to reduce risk and impact from technology issues through the Service Operations and Major Incident Management functions. Held accountability for all IT Service Delivery and End User activities at Macmillan Cancer Support including the service desk (London and Regions) and IT training functions covering BAU support, client escalations, reporting, incident and problem management. Recognised for provisioning service desk support and leading the Service Introduction of Office 365 across the organisation. Served as the global production support and application service delivery lead for various business areas at Deutsche Bank (Credit Risk, Compliance, Legal, Operational Risk). Built a solid reputation with clients and stakeholders as a change agent, specialised at transforming support functions, managing and mitigating risks, reducing costs and optimising processes and people. If you’d like to get in touch, please feel free to connect me at John@Coyles.org or send me a private message.
Zodia Custody
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EmployeeZodia Custody Oct 2020 - PresentLondon, England, United Kingdom
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Global Service Operations And Major Incident ManagementStandard Chartered Bank Oct 2017 - Mar 2020London, United KingdomI performed a variety of tasks, including improving individual and overall team performance through coaching and mentoring and delivering continual improvement activities. I also performed an integral role in optimising the 24/7 group level situational awareness and readiness for technology and operated as the senior escalation for the major incident management function during EMEA and US hours. I ensured compliance with highest quality standards. I held accountability for providing active functional support and advice to other processes and services. I enhanced the maturity and capability of the function along with improved initial Incident triage and subsequent recovery through multiple major incident management transformation and improvement activities. Additionally, I detached redundant process activities and fast-tracked improvements. -
Interim It Service ManagerMacmillan Cancer Support Nov 2016 - Jul 2017London, United KingdomI managed significant challenges associated with service introduction and go-live/migration support of 1800+ users to Office 365. I also influenced the service desk and overall technology service functions in the cost-effective delivery of exceptional customer service to end-users through a service improvement plan. I coordinated a wide range of duties, including conducting site visits, engaging with all areas of the charity to understand service requirements, and strengthening good working relations with users and stakeholders. I controlled efforts towards examining the service desk function, upskilling and hiring better-equipped staff and streamlining the service delivery processes used across technology as well as introducing a service culture based on ITIL best practice. Besides this, I oversaw all activities of IT service delivery and end-user activities including the service desk (London and Regions) and IT training functions covering BAU support, client escalations, reporting, incident and problem management. -
Head Of Credit Risk Production SupportDeutsche Bank Jan 2015 - Jul 2016London, United KingdomI managed the application support function and client service team globally for 20-30 applications and approx. 5k end-users across the Credit Risk, Credit Engines and Midcaps business areas. I was also the project lead and sponsor for internal improvement and transformation activities. My responsibilities included ownership of L1/L2 support, maintenance and fix on fail, client escalations, prioritisation of work and the defect backlog, incident/major incident management, problem and change management activities. Key achievements include: Streamlined and optimised key operating procedures and process documentation minimising day-to-day client escalations by 25% and optimising the overall support provision.Consulting on vendor contract pricing and service catalogue renegotiations resulting in an overall cost saving of 45% year on year.Building strong links with development and infrastructure teams which that led to several service improvement programmes resolving long-standing application performance and availability issues as well as reducing the number of reputational and regulatory impacting issues by 30-40%.Oversaw an intellectual property repatriation (IPR) project from start to end hiring four permanent staff to realise the transition of support from vendor to internal staff. -
Interim Chief Of StaffDeutsche Bank Aug 2014 - Dec 2014London, United KingdomI took on the role of Interim Chief of Staff for the Global Banking, Asset Wealth and Risk production support group. This was a stretch role until a permanent hire could be hired and I combined it with my CSI project role. My main responsibilities were to run the day to day administrative activities of the group including budgets, hiring, group strategy and management reporting. I was also the interface between the group and the overall Chief of Staff function for the division. Key achievements include:Negotiated the annual production support budget (€56M) and completed €8m of vendor and 3rd party production support and software/maintenance contract renewals on time and within budget.
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Continual Service Improvement Project ManagerDeutsche Bank Feb 2014 - Dec 2014London, United KingdomI planned and implemented all aspects of the project delivery and helped to solve numerous problems and challenges as well as designing measurements to meet the CSI project goals. A key part of the role required me to influence and negotiate with multiple project teams and stakeholders across the globe as well as bringing the overall group together, helping to foster a collaborative mindset and a sense of ownership. Key achievements include: Improved pre and post-incident recovery activities, ‘fire drilling’ teams on roles and responsibilities and post-incident reviews resulting in reducing incident recovery times by an average of 45 mins.Re-classifying and removing thousands of redundant issues and establishing proactive problem management activities to tackle remaining problem tickets that slashed the problem ticket backlog by 60%.
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Head Of Legal And Compliance Production SupportDeutsche Bank Oct 2011 - Feb 2014London, United KingdomI managed the application support function and client service team globally for 40 applications and multiple end-users. I unified and motivated the support function following a vendor support transition program re-establishing credibility with IT partners and business users within 9 months. My responsibilities included ownership of L1/L2 support, maintenance and fix on fail, client escalations, prioritisation of work and the defect backlog, incident/major incident management, problem and change management activities.Key achievements include: Increased application availability by 60% through data provider partnership and devising OLA’s to ensure timely delivery of reporting and monitoring data.Optimised application stability by 30% through the realignment of funding to much-needed performance remediation activities and software enhancements.Produced and executed an application rationalisation and cost-saving initiative to realise a €350k annual save via contract ‘right tiering’ and decommissioning of duplicate and redundant systems.
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Treasury And Csbc Production Support LeadDeutsche Bank Jul 2010 - Oct 2011London, United KingdomI managed the application support function and client service team globally for 10 applications and approx. 1k end-users across the Treasury and Corporate Security and Business Continuity groups. I designed and built out a new L1/L2 production support function in the first 6 months and built a strong relationship with business stakeholders and end-users helping to improve delivery and accuracy in the Treasury reporting function.Key achievements include: Initiated and mapped the support practices to ITIL compliance process and procedure to establish and improve core team expertise, including incident, problem, change and knowledge management.Enhanced application stability by 80% year on year and improved reporting data availability by 65% through data provider partnerships.
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Infrastructure Services Team LeadLondon Stock Exchange Mar 2008 - Jun 2010LondonI had global oversight for the Core Windows Infrastructure team covering Email & Messaging, SAN Storage, Backup, Application Deployment & Build Framework and Monitoring. Accountable for escalations, management reporting, project resource allocation, 3rd party vendor relationships, business continuity and cost savings initiatives. -
Desktop Services Team LeadLondon Stock Exchange Nov 2005 - Mar 2008London, United KingdomI managed the 1st to 3rd line desktop support function across EMEA and APAC for all business functions and staff up to an including executive board level.
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Senior Technology SpecialistGwr Group/Gcap Media Mar 2004 - Nov 2005London, United KingdomAs the Senior Technology Specialist, I lead a team of engineers, provisioning 1st to 3rd line technical support for Classis FM in London up to and including executive board level. -
It Support AnalystSeagate Technology Mar 2002 - Feb 2004Derry, Northern IrelandI provided 1st to 3rd line IT support within a 24/7 IT helpdesk supporting business-critical office and manufacturing environment. Duties included coordinating support for all desktop, laptop and server hardware as well as office and factory based applications and LAN and telephony equipment. -
Technical Support Analyst (University Placement)Citibank Jun 1999 - Sep 2000London, United KingdomI spent my 3rd year of University on an industrial placement/internship with Citibank. My role was to provide 1st and 2nd line technical support within the Securities Production Support team including application, database and hardware support.
John Coyle Skills
John Coyle Education Details
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Bsc Honours 2:1
Frequently Asked Questions about John Coyle
What company does John Coyle work for?
John Coyle works for Zodia Custody
What is John Coyle's role at the current company?
John Coyle's current role is Service Management and Technology Specialist (ITSM, Service Operations, Service Delivery, Service Design).
What is John Coyle's email address?
John Coyle's email address is jo****@****les.org
What schools did John Coyle attend?
John Coyle attended Ulster University.
What skills is John Coyle known for?
John Coyle has skills like Itil, Project Management, Disaster Recovery, Active Directory, Project Delivery, It Strategy, It Service Management, Management, Business Process, Windows Server, Stakeholder Management, Business Analysis.
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