James Malone Email & Phone Number

Maidenhead, England, United Kingdom

• Working within the Industrial Infrastructure department, responsible for the design of service models for new and updated services.
• Particular focus on designing models that centralise support activities and that work with dev-ops / CI/CD methodology.
• Transitioned new services into “live” support ensuring that all relevant service acceptance criteria were met and that the requisite governance was applied.
• Managed hyper care/early life support for new services. Using exit criteria to manage the transition so that risk was reduced, system stability was gained and incidents were well managed.Key Achievements:
• Successful transition into live support of a key terminal automation service.
• Developed service model for MDM solution.

London

• Initially engaged on DHSC’s “Test and Trace” programme that was setup in response to the Covid pandemic.
• Primarily focused on the “Testing” side of the programme, transitioning new services from Agile delivery teams into live support at great pace.
• Designed and implemented ITIL aligned target operating models, deploying to internal teams and outsourced partners within a SIAM framework.
• Managed hypercare/early life support for new services, reducing risk during transition whilst also ensuring that the pace of deployment required for the pandemic response was not impacted.
• Supported a number of commercial transitions between outsourced partners ensuring that there was minimal disruption to both service and support.
• As the pandemic response was scaled back, continued to work with suppliers to transition retained services to the new UKHSA organisation and to mothball those services that were no longer required. Key Achievements:

London, England Metropolitan Area

• Initially employed as Service Transition Manager on Travelex’s ‘Payments’ programme.
• Ensured that as new services went live that they were successfully transitioned to live operational support.
• Particular focus was on building a support model that both the dev-ops and traditional IT teams could adhere to.
• Following a major cyber-security incident was reassigned to project manage a remediation programme.
• Worked with Cyber Security and key stakeholders in IT and the business to restore service and ensure security holes were closed.Key Achievements:
• Successful transition into live support of a high profile international money transfer service.

Travelling around South America and Africa

• Responsible for all service transition activities on a major Omni channel implementation and high profile B2B2C integration
• Management of the Service Transition Acceptance Criteria, including the following areas – Contracts, SLAs, DR & BCP, Support Model and Escalations, System Monitoring
• Participated in contract negotiations in relation to ongoing support
• Worked with both internal and third party suppliers to define and deliver the support model
• Collaborated with support teams to effectively organise training and knowledge handover
• Management of the transition budget and effort forecast

London, United Kingdom

• Manage a team of up to 10 Transition Project Leads, including recruitment of additional staff as required and helping to develop talent
• Assess transition resource demand across the portfolio of over 100 in-flight projects and allocate team members according to the required skills set
• Own the Service Transition process; defining process and seeking to continuously improve services
• Shape projects during the initiation phase to ensure they meet business needs
• Engage with stakeholders across the business to understand their requirements
• Review projects as they move through delivery phases to ensure that they meet the needs of the business

London, United Kingdom

• Principally responsible for representing ITS Service Operations on Programme Office portfolio projects ensuring that new and updated services or applications were introduced into the live environment as smoothly as.
• Defined and delivered the end to end support model to meet business and operational needs
• Co-ordinated ITS Service Operations functions on behalf of project managers to scope and deliver operational changes
• Produced launch communications and assisted in the definition of the projects overall communications strategy
• Performed and documented impact analysis on any changes introduced by projects to clearly define the tasks and actions to be completed during the project lifecycle by the operations teams
• End user liaison to confirm that service or process changes and improvements met customer expectations and requirements

London, United Kingdom

• Primarily responsible for the ongoing administration, maintenance and development of our Service Management tool, HP Openview Service Desk, used by over 200 analysts and serving over 10,000 users.
• Administration tasks included the setup and management of accounts, amendment of roles and rights, creation of templates and checklists etc.
• Maintenance included monitoring the system performance, error logs, exception reports and general data cleansing as well as periodic patching of the software.
• Management of development requests raised by the user community or from a project requirement, ranging from simple field additions to the planning, development, implementation and population of complete database modules.
• Creation of reports using Crystal Reports Enterprise XI. Responsible for associated testing, communication, implementation and documentation.
• Responsible for the development, management and maintenance of a variety of other small applications, developed to support individual customer service processes, written in Visual Basic, Java script or SQL.

London, United Kingdom

• Worked as part of a 5 man team responsible for the installation and configuration of all desktop and laptop workstations in Deloitte’s London offices
• Supported Win98, 2000 and XP desktop builds
• Diagnosed and repaired faults on Compaq, IBM and Toshiba hardware
• Migrated 1000 users from Windows 98 and 2000 to XP
• Provided 3rd line support to 20+ national offices; including hardware and software troubleshooting assistance and problem resolution
• Supported and installed peripherals including printers, scanners, Palm pilots and CD-burners

London, United Kingdom

• Working as part of a 5 man team responsible for the installation and configuration of all desktop and laptop workstations in London.
• Support of Win98, 2000 and XP desktop builds.
• Diagnosis and repair of faults on Compaq, IBM and Toshiba hardware.
• Migration of 1000 users from Windows 98 and 2000 to XP.
• Providing 3rd line support to 20+ national offices including hardware and software troubleshooting assistance and problem resolution.
• Support and installation of peripherals, including printers, scanners, Palm pilots and CD-burners.

London

• Worked as part of a 10 man team on a roll-out for over 6000 users at Deloitte’s London offices
• Primarily involved in migrating from Windows 95 to 98 using Norton Ghost 6 and Novadigm’s EDM software.
• Applications installed and supported included Microsoft Office 97 and 2000, Outlook 2000, IE5, Lotus Organizer, Lotus Notes and various bespoke applications.