James Doherty Email and Phone Number
I am currently an IT Service Manager at IRIS Software Group, specialising in Critical Incident Management and Problem Management. With over 20 years of experience in the IT sector, I have supported clients across the Defence, Education, Government, Health, and Retail industries. My career includes roles in Service Delivery, Management, and Operations with esteemed organisations such as CDW, Boeing Defence UK, and the Ministry of Defence.I hold ITIL v3 and v4 certifications and have extensive experience in Major Incident, Problem, and Change Management. I excel in stakeholder management, ensuring clear and concise communication tailored to my audience. My primary objective is to restore services promptly for customers. I am known for being reliable, flexible, and approachable, and I build strong, positive, and lasting relationships with clients and colleagues.I have successfully implemented an ITIL-aligned Major Incident process for a large organisation and currently manage critical and major incidents through Problem and Change Management processes, resulting in enhanced value and service for the business and clients.Specialties: Information Technology Infrastructure Library (ITIL), Stakeholder Management, Major Incident Management, Problem Management, Change Management, Knowledge Management, Service Management, Service Delivery, Service Operations, Communication, Service Improvement.
Iris Software Group
View- Website:
- iris.co.uk
- Employees:
- 1571
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It Service ManagerIris Software Group Nov 2021 - PresentCambridgeshire, England, United KingdomAs an IT Service Manager, I oversee the resolution of critical and major incidents, ensuring the swift restoration of normal operations with minimal impact on the business and its users.I ensure the organisation responds swiftly, coordinately, and effectively to major incidents, mitigating their impact on the organisation and its customers. I conduct Post Incident Reviews and Problem Management to identify root causes, prevent recurrence, and identify opportunities for improvement to benefit both the business and its customers.
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Major Incident ManagerCdw Sep 2020 - Nov 2021Peterborough, England, United KingdomResponsible for overseeing all aspects of the Major Incident Management process, I ensure operations are restored swiftly with minimal impact on the business, customers, and end-users. I created incident logs to track issues and ensure resolution, coordinate the response to incident reports with relevant prioritisation and detail for effective investigation, and lead, facilitate, and chair all investigation activities, meetings, and conference calls. Additionally, I manage technical resources through to resolution, perform post-incident reviews to fully understand the scale of issues and monitor associated trends, and ensure all administration and reports are maintained, including post-major incident reviews. I also provided support and guidance for conducting Root Cause Analysis (RCA) with the Problem and Escalation Manager, and assist in maintaining and developing tools and resources to manage major incidents effectively. -
Service Management Specialist - Major Incident, Problem & Change ManagementBoeing Nov 2018 - Sep 2020Milton Keynes, United KingdomAs a Service Management Specialist, I was responsible for ensuring the efficient and effective delivery of the organisation’s services, in alignment with its objectives. My role encompassed designing, implementing, and managing the organization’s service management processes, including incident, problem, change, and request management. The primary goal was to deliver customer-centric services according to agreed standards, thereby achieving high levels of customer satisfaction. I frequently collaborated with various teams and departments to continuously enhance the organisation’s service delivery. -
Major Incident And Problem ManagementBoeing Mar 2016 - Nov 2018Milton Keynes, United KingdomAs an Incident and Problem Manager aligned with the ITIL framework, I am responsible for identifying, analysing, and resolving incidents and problems within the organisation. My role involves swiftly pinpointing issues, determining their root causes, and developing effective action plans to resolve them efficiently.I possess a strong understanding of various IT systems and tools, coupled with excellent analytical skills. I play a critical role in minimising system downtime and preventing future incidents by implementing best practices and procedures. Additionally, I am responsible for creating detailed reports to track incidents and problems, and for making recommendations to senior management for process improvements to optimise IT services
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Information Technology Operations Centre Analyst - (Deputy Shift Lead)Boeing Mar 2014 - Mar 2016Milton Keynes, United KingdomOperations center analyst responsible for monitoring and analysing activities in BDUK's operations center to ensure efficient operations. Worked with various technology systems to monitor data, detect problems or issues and analyse trends in order to make recommendations for improving operations. Responsible for managing communication between departments and resolving any issues that arise. Duties include incidents, coordinating emergency response and ensuring that all teams are working together to meet objectives. Critical role in ensuring smooth and uninterrupted operations of the organisation.
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Application Support Versatile TechnologistBoeing Mar 2011 - Mar 2014Milton Keynes, United Kingdom
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Application Support AnalystUk Ministry Of Defence Mar 2001 - Mar 2011Cambridge, United KingdomResponsible for the management of the Aircraft Maintenance Data System faults system. I was part of a 7 person, mixed Royal Air Force and civil service team responsible for data input and audit of aircraft and ground equipment maintenance documentation. This process provided safety critical fatigue and mean time between failure data to the RAF Integrated Project Teams (IPT’s). Duties included faults and fatigue data input.
James Doherty Skills
Frequently Asked Questions about James Doherty
What company does James Doherty work for?
James Doherty works for Iris Software Group
What is James Doherty's role at the current company?
James Doherty's current role is IRIS Software Group - IT Service Manager - ITIL 4 Certified.
What skills is James Doherty known for?
James Doherty has skills like Leadership, Service Delivery Management, Information Technology, Aviation, Itil Certified, Information Security, Stakeholder Management, Defense, Hp Service Manager, V3 Foundation, Service Desk, Itil.
Who are James Doherty's colleagues?
James Doherty's colleagues are Laura Cooke, Bobby Bates, Jenna West, Erinna Coxon, Kieran Wilkinson, Jegadeesh Subramanian T, Lisa Davies.
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