John Marlow Email & Phone Number

Woking Surrey

Slough, United Kingdom

London, United Kingdom

Employed as a Service Delivery Manager responsible for the delivery of ICT services from both inhouse and third party suppliers to over 7,000 users.Set up and management of the supplier relationship following a major outsource of infrastructure and desktop.Monitoring performance and service of 3rd party suppliers against SLAs.Developed a service improvement plan with the infrastructure supplier following the transition then setup statistical monitoring to demonstrate improvement.

Employed as a Service Delivery Manager to implement new services, transition existing services, close down services and manage ongoing services for both commercial companies and UK Government organisations with infrastructures and applications hosted from CGI’s data centres. Directly managed teams of 3 to 15 staff as well as matrix management of CGIs outsourcing shared service.Responsibilities: • Benchmarking service delivery to drive service improvement and providing excellent customer service.• Working in partnership with all key stakeholders to ensure their expectations are managed and that all aspects of the service are clearly understood.• Profit and Loss management of services for CGI.• Producing detailed project plans to manage risks, issues and dependencies.• Adhering to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues.• Ensuring products and services delivered within the Service Transition are within time and budget constraints and meet the required level of quality.• Reviewing the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction.• Leading multi-site direct and virtual teams.• Providing appropriate governance for IT services and processes.• Responsible for all disciplines for Service Support, working in close partnership with Service Management team.• Leading Service Support team to deliver best in class IT services for internal and external customers. • Delivering performance and service to agreed SLAs and OLAs.• Service reporting to agreed standards.• Manage 3rd parties to deliver required documentation, interfaces and / or custom deliverables.• People management providing continual career development to other staff members.

Worked within the CMG outsourcing sector managing a P&L of £5M delivering 10% margin, responsible for delivering Business Processed Outsourced Services to several Customers with direct management of 100 staff.Responsibilities: • Profit and Loss management of services for CMG.• Working with customers to ensure their expectations are managed.• Delivering performance and service to agreed SLAs and OLAs.• Managing 3rd parties to deliver required documentation, interfaces and / or custom deliverables.• People management providing continual career development to other staff members.

Employed to provide Analysis & Design, Project Management and Programme Management.