Jay Patel Email & Phone Number

• Implementation of the IT Service Delivery Model across all IT systems and services onshore and offshore.• Continually review and strive to improve the delivery of IT services into the operational business under existing contracted service levels and new initiatives.• Managing first, second and third line support teams of over 50 people.• Assess service delivery against all relevant governance requirements, ensuring satisfactory audit outcomes.• Develop, refine and deliver regular progress and status reports to senior management and other key stakeholders.• Ensure that service interfaces are clearly defined, with all stakeholders understanding their role in end-to-end delivery. Manage ownership of issues to permanent conclusion.• Manage major escalations with service providers and ensure root cause analysis (via problem management) is provided and followed up accordingly. Monitor all open issues to ensure appropriate actions are in place.• Monitor the performance of resolver groups and report weekly on statistical data relating to incidents and service requests. Focusing on the objective to reduce calls and disruptive events to the business• Maintain a constant view of people, processes and technology to instigate and drive key service improvement initiatives, providing better service to the business inline with an acceptable cost profile.• Work closely with IT delivery streams and third parties (onshore & offshore) to ensure that all delivered change integrates successfully in to BAU activities.• Engage and consult with key stakeholders to ensure escalations are handled correctly and continuous service improvement is communicated.• Ensure that processes deployed in areas of responsibility incorporate control points and mitigations that are sufficient to address risks to the degree commensurate with the company's risk appetite.• Manage the desktop infrastructure for 2500 plus workstations across 4 sites, along with telephony services

·Responsible for writing processes and procedures for compliance to IT Group Policy Standards·Managing all internal and external audits within the division ensuring compliance to legal and company standards·Implementing ITIL disciplines to enhance the department in service support and service delivery to the business customers·Ensuring that projects follow and comply to Prince2 project management methodology by conducting quality reviews·To manage pre-implementation audits of projects, taking appropriate action to plan the implementation in the most efficient manner·Manage £15 million budget within the divisional dealing with overseas businesses·Create monthly reports for presentation at Director level for key decision making·Create an internal audit schedule and conduct internal and external audits for compliance to company policies and procedures·Compliance to Sarbanes Oxley key controls to continue best practice techniques and continue risk reduction practices for the IT department·A member of the IT Divisional Management team to help decide strategy, handling and resolving conflict, pressure and ambiguity ·Assessing risk and issues of change management to reduce risk when implementing change into the live environment to improve service delivery·Ensuring any release into the live environment has been reviewed to ensure support, user communication, training and system performance have all been complied too within the required standards and improve service to customers·Develop systems to ensure Corus Distribution Division and its suppliers maintain the highest standards in terms of delivery and support for IT. Project Manage projects using the Prince 2 methodology . Using ITIL framework to enhance service spport and service delivery activities

·Responsible for all Quality, Health & Safety and Environmental matters on site. ·Evaluating root cause analysis to prevent re-occurrence of any issues, resulting in enhanced production.·Managing and motivating a team of people; arranging appraisals, setting and monitoring key performance indicators to achieve the business objectives.·Ensuring conformance to internal processes and procedures·Drive improvements in Quality Systems, processes and techniques·Ensuring the successful introduction of new Quality tools and techniques through training, development and support·Providing support and expert input to each ‘technical area’ within the Quality function e.g. Receiving, Inspection, Document Control etc·Developing and writing procedures in accordance with the required standards·Experienced in project management to ensure target is achieved with regular reviews