Jo Alistoun Email & Phone Number

United Kingdom

25 November 2019 - What a fantastic day today will be - starting my new adventure.

o Accountable for establishing effective stakeholder relationships across Technologieso Single point of escalation for resolution of ongoing incidents and problems. Supporting & providing resolution for all escalated matters, ensuring root cause analysiso Continuously meeting expectations and excelling at service delivery through reporting and continuous service improvementso Ensuring effective reporting on all services - daily, weekly and monthly basis, driving consistent quality, value and purposeo Conducting regular Operational Service Reviews to assess the quality of Service and compliance to SLAs and KPI’s. o Addressing issues and opportunities for improvements. o SLA management of all IT services – Helpdesk, Desktop Support, Application Support, Backoffice Support, Security Services, Data Centre Infrastructure Support, Backups, Exchange, Cloud and WAN/LAN o Working closely with Support Teams/Management to resolve common issueso Strong leadership skills to enable professional decision making and effective team workingo Actively encourage, motivate and support individual members of the team to promote effective team worko Continuously look for development / training areas and improvements for the team members to promote growth and further opportunitieso Coaching and development o Support the team with call escalations and complaintso Perform monthly team meetings, One to One's and performance reviewso Continuously keeping up to date on industry trendso Experience and working knowledge of ITIL principlesAccount Management o Developed effective client strategies, formally reviewing & building open lines of communication with all stakeholders & monitoring post strategy achievemento Aligning client IT objects with the client business strategy, providing guidance, advice, support with IT roadmaps budgets etc as well bringing contracts back into alignment when required or take action to terminateMore detailed information available on my CV

• Technical Services Manager - Symetrixo Managing a team of 5 FTE within a call centre environmento Setting KPI’s, monitoring achievement across – escalations, response times, repair times, call closure rates etco Training, supporting & upskilling staff within the teamo Implemented HEAT system calls (call centre application)o Managed escalated problem & fault management across all technical teamso Accountable for overall security, conflict, asset, financial managemento Supporting clients with data centre management, IT alignment strategies etco Exceeded all SLA contractual requirements with clients

o Promoted numerous times from systems engineer to operations manager & service delivery managero Extensive helpdesk management, continually exceeding SLA expectations with clientso Managed & accountable for operations, changes, resource scheduling, implementations, 3rd parties, financeso Generated & embedded a very focussed team culture

Mdp, Business Administration And Management, General

Itil V 3

Microsoft Certified Systems Engineer

Itil V4 Foundation, Information Technology, Certified