James Richard Cameron Email & Phone Number

Poole, England, United Kingdom

Poole, Poole, United Kingdom

As a Service Operations Manager, I work in Technology and run the end-to-end management of a portfolio of high criticality services and have overall responsibility for ensuring the optimum performance from the in-scope services within the Run the Bank unit. I am responsible for the management of high severity incidents that impact (or have the potential to impact) services managed by, or consumed by, the RtB unit. I also ensure that SLA's are met and lead on service management and service improvement/cost reduction activities.

Bournemouth, United Kingdom

I took the position of Service Manager following changes in the Organisation and the relocation of certain roles to other areas in the UK. The Service Manager role gives me a great opportunity to draw on my experiences and utilise them to help drive Service Improvements for the group.I have recently been focusing on the management of Change, Problems and Major Incidents as well as analysing data to better understand trends and areas where problems exist for IT Operations. This has involved working very closely with all teams and building good reliable relationships with key clients and staff.I am currently working on aligning our Change Management function with ITIL framework to ensure that we are able to monitor and improve the Change experience and reduce outages caused by Change.Other aspects of my current role include:Service Review Board Meetings / PresentationsImproving Service effectiveness and efficiencyKeeping our customers informed through clear communicationsEscalation point for operational and Service Management issuesManage customer satisfactionDevelop and implement operational standardsTroubleshoot poor performances Initiate continuous improvement initiativesAchievements:Creation of central Service Desk functions following the acquisition of several companies with Service Desks around the UK. I created workflows, a self-service portal, standard operating procedures, SLA’s and developed the Service Management tool all with a view to centralising the function and making it work for our customers.Improved the Change Management function by tightening the approval process, introducing reporting and conducting reviews following changes to ensure we understand any improvements we need to make.Created suites of reports for use within the IT operations area for KPI reporting, metrics and trend analysis.Worked with development teams to enhanceService Management functions on Remedy

Bournemouth, United Kingdom

The team was responsible for all aspects of IT Support including daily support, development, testing, change, incident and problem management as well as release and deployment of new software and/or fixes.I was responsible for ensuring SLA's were met, the service improved and that ticketing of incidents occurred so we could understand the problem areas in the business and address them.A key achievement for me was the implementation of a SharePoint WIKI for storing and sharing knowledge on the Service Desk. This proved to be a step forward in our ability to share knowledge around the teams and with our customers. This has grown and is now in place with AJG for sharing knowledge around all IT Support teams in IT Operations for the UK and for the EMEA Service Desk.After the merger with Arthur J. Gallagher and Co. I managed the aspects of a building move for the Insure 4 Retirement staff. This included planning the move from an IT point of view, ensuring all of our equipment was moved over safely and brought back up as well as working with third parties to bring the site up to AJG specification.As we were now working with a Global Insurance Broker with several acquisitions around the UK there was a need for a much larger Service Desk incorporating all the acquired Service Desks into one. I worked with our IT Operations Manager on this project advising and using my experience of larger Service Desks to ensure that our Service Desk was set up to cope with the 4500 users that would be calling it.During the project I worked on:Implementation of SLA's Process creation and Knowledge TransferCreation of Standard Operating ProceduresDisaster RecoveryTraining of all staff around the UKWorkflow CreationTelephony SystemsDevelopment of the Service Management tool (Remedy)Recruitment Reporting and AnalysisAchievements:Creation of Knowledge documentation to ensure easier training and sharing of knowledge around the team.

Southampton, United Kingdom

I moved to Amicus (an IT Services supplier) to continue my career in Service Desk management and worked as a Team Leader for a 24x7 Service Desk supporting customers across the UK.I conducted 1-1's, recruitment and ensured continual development of the Service Desk staff occurred. I would also regularly attended Service Reviews to assist in ensuring their customer's (for example the Food Standards Agency and Harmoni Healthcare) needs were met and that we were meeting our targets. While working at Amicus I again implemented statistical analysis for the Service teams which included trending, feedback for the staff and also a competition to push the team to keep achieving.One of my big achievements here was in Service Improvement as they had their own Service Management tool. I worked with the development teams in India to continue developing this. We made it simpler to use and more intuitive. We also allowed it to capture more information specific to each customer and also prompt for it when it's required. This made a big difference to the Service Desk staff and was received very well.

Bournemouth, United Kingdom

After working on the Service Desk for 8 months I was promoted to Service Desk Team Leader. This brought with it the responsibility of 12 Service Desk staff to manage across 2 sites (Bournemouth and Croydon).During my time in the role, I implemented statistical analysis for the Service Desk to help understand where issues lie and performed trend analysis to identify problem areas.I dealt with the escalations from the team and customers as well as the resourcing and coaching of staff on a regular basis. I also conducted monthly 1-1's and formal reviews with the team at both sites.Service Improvement was a large part of my role and I had regular meetings with other support areas to understand issues and provide reports to show where improvements could be made. I was also regularly enhancing the Service Desk tool to make it work better for the group by building workflows and customisations.Some of the other achievements I had in this role were:The Creation of Knowledge documentation to ensure easier training and sharing of knowledge around the teamThe implementation of the Bradford Factor across the team to help with absence managementI introduced a communication process to ensure consistent and accurate Service Desk communications to our customersI also stepped up to manage the Service Desk during a period that my Service Desk Manager left and recruitment was taking place for a replacement.I left this role due to the Service Desk Team Lead role being made redundant.Achievements:Developed a non-Technical employee on the Service Desk to become one of the top performers in the team.Implementation of the Bradford Factor across the team to help with absence management.Introduced a communication process to ensure consistent and accurate communications.

Bournemouth, United Kingdom

Upon my return to LV=, I worked on the Service Desk as a Senior Analyst providing 1st line support to LV= sites around the UK supporting over 4000 employees. The work consisted of resolving issues on the Service Desk as well as managing tickets to other teams for resolution.I worked closely with Incident Management to progress high priority issues on a daily basis with the Service Desk and other teams ensuring that the customers were kept fully informed by way of phone calls or group-wide communications.At this time I also started to work on projects to improve the functionality of Service Desk software (CA Service Desk).

Poole, United Kingdom

During my employment at Cynergy 3 components as a Systems Support Analyst, I undertook many roles. There was only two of us in IT so I gained a very wide understanding of the infrastructure there. The support covered all aspects of IT support for three sites across the UK and one in Mexico. This ranged from Hardware and Software support to investigating new software to benefit the company.I was also heavily involved in creating new applications and developing existing ones using Lotus Notes.

Bournemouth, United Kingdom

I Started at Liverpool Victoria as a Temporary member of staff in 1999. The company was undergoing IT Outsourcing at the time. In 2001 I was taken on as a full-time EDS employee once the outsourcing had been completed.I had the opportunity to work in many areas across the IT Group finally settling as a Technical Lead for the Live Operations Support Team. I managed the team and carried out regular support tasks as well as running daily feeds and tasks for Liverpool Victoria. This also included the BACSIP system for which I was the Subject Matter Expert and I had worked on the implementation of the system with the Vendor (Microgen).

Itil, V2 Foundation

Advanced Gnvq, Business Studies And Computing, Merit

Advanced GNVQ in Business Studies and Computing

Education record

GCSE's