James Park Email and Phone Number

Provide direction and leadership to 35 staff supporting frontline tech services to Norfolk and Suffolk Constabulary in an ITIL service managed environment. Manage Service delivery covering user devices and software for staff and police officers. Budget responsibility of Op Ex £2.3m and Cap Ex £3m. Manage user support for Microsoft 365 through a team of technical specialists. Provide direction for resourcing that balances operational service with corporate project requirements to deliver benefits to both Constabularies. Deliver operational services to support the IT department Strategy. Staff management through coaching and mentoring, regular 1:1’s and setting objectives to meet departmental and organisational goals. Manage a number of large 3rd party contracts covering software, mobile telephony and computer hardware.  Member of the Eastern Region IT Service Management Board for Policing IT Business Continuity Lead  IT lead for corporate change programmes, each force has their own.  Point of contact for service escalation and service outages, includes out of hours and weekends. Teams that I lead are:• IT Service Desk and we currently use 3 channels for communication, phone, chat and self service.• Remote Support for user applications and software support that includes MS 365 products and specific neurodiversity software• Desktop Support that includes build and distribution of laptops, desktops, body cameras, police radios and smart devices• Field Service Engineers that resolve and replace hardware issues in stations and offices and includes some installation of network routers and switches• IT Stores which is my goods in and goods out for all orders across Operations, Infrastructure and IT Program departments.

Responsible for IT Change, Configuration, Software Management and IT Stores for both Constabularies

Represented the mainframe capability to various accounts including Aviva, Aon, RBS, Rolls Royce and Xerox. Took full ownership for managing the software and hardware services including reviewing contracts to ensure they delivered value for money and reducing the terms for a better deal without adding risk to the infrastructure. Regularly led meetings with IBM and CA, the company’s 2 largest suppliers. Managed 5 projects simultaneously to deliver cost benefit of £2m in savings to the Aviva account. Also accountable for the Xerox account renewal bid and a feasibility study to provide Rolls Royce with a new DR solution from a different data centre. Created business cases, PIDs, risk logs and work assignments and managed the technical delivery of work undertaken. Fully responsible for financial management of mainframe costs with a combined value of £200m. Motivated and mentored 54 employees across multiple UK locations including large offshore and third party contractors. Other Mainframe Service Manager achievements and duties included:• Secured the rebid for the Xerox mainframe services contract including a technology refresh• Created a bespoke framework to train people in mainframe services which was adopted by HP global mainframe services and is in operation in Scotland, Bulgaria and Panama• Oversaw the recruitment of 10 graduate employees which included exercise observations, competency interviews and 1-2-1 presentations• Headed up a department of technical staff by defining requirements for all projects to ensure senior leadership support led to tangible benefits• Reported to account directors and internally to EMEA mainframe capability management team• Kept a check on resource cost allocations to ensure value against service was delivered• Identified and communicated all possible risks and plans that would result in acceptance or mitigation• Took financial control of project budgets totalling £250k and operational budgets worth £200m

Promoted to Service Delivery Manager responsible for mainframe services for systems, hardware and storage for Aviva and AON accounts. People management of 17 permanent onshore resources and 7 offshore support resources. Fully accountable for Aviva mainframe estate of 37 LPARS, z/OS management, ISV product / IBM product support across all LPARS, management of physical assets and fibre patching and management of virtual storage. Other Service Delivery Manager achievements and duties involved:• Set annual objectives for performance measurement with reviews and 1-2-1s to assess performance• Headed up regular team meetings and service reviews and represented the department at account service meetings with account service management• Tasked as key point of contact for major incidents conducting root cause analysis following incidents • Delivered 2 weeks ahead of schedule and £15k under budget while project support for the OS upgrade across 37 LPARS and 2 data centres by competently managing resources, time and budget• Transitioned the mainframe print service from one offshore provider to another due to the organisation changing their resource provider • Developed a comprehensive training plan adopted by each new resource and compiled a performance review document to track knowledge process• Created a training framework for new mainframe technical staff across Europe

Managed the following teams which comprised of 12 permanent onshore FTE’s, 11 Offshore support staff and 3 contractors.Mainframe CICSMainframe AutomationMainframe Batch Mainframe Source Code ManagementMiddleware systems managementAchievements• Successful transition of a vital Aviva Life service to our Offshore partner. No outages experienced during the transition phase and the impact to the customer has been nil. • Transitioned active monitoring role from the CICS Team into the Aviva Availability Centre thus reducing the response time to incidents. Additional benefit has been to free up a resource to concentrate on key RCA and permanent fixes for problems.• Led the team through the transition from Aviva to EDS as a new employer following an outsource deal. I maintained a strong focus on core service delivery as it was vital that service was not impacted during the period of change.

Mainframe Manager who carried out a smooth transition of a key bespoke middleware solution to an offshore partner. Oversaw the CICS v2.2 to v3.2 software upgrade across 37 LPARS in 2 data centres. Managed a successful outsource transition for all teams from Aviva to HP in June 2009. Created the end-to-end monitoring team as a new service to benefit Aviva with immediate alerts regarding any issues before they became problems.