John Ziebart Email & Phone Number

London, England, United Kingdom

• Led global Service Management for Commodities Technology (>50 applications), fostering adherence to ITIL processes and expanding responsibilities to FX and Rates technology areas.
• Pioneered the establishment of Problem Management in Commodities Technology, resulting in a reduction of Major Incidents and increased focus on root cause analysis.
• Produced high-quality supporting documentation, including quick reference guides and detailed process documents.
• Enhanced adherence to the Change Management process, conducting twice-weekly Change Advisory Boards. Achieved greater control of the production environment and improved stability amid a high volume of technology.
• Recognized Subject Matter Expert in Change Management and Servicenow.
• Accountable for producing and refining Management Information Reports with a greater business focus, fostering a service-oriented mindset among support and development colleagues.

London, England, United Kingdom

• Engaged on a large organisational change project within a newly formed team providing global reference data to the bank.
• Primarily responsible for production of improved Management Information and metrics. Responsibilities include GAP analysis of reports, tools and available data along with reviews of existing SLAs and future MI.
• Distilling large amounts of data, of varied quality, leading to standardised and streamlined reports (a combination of tactical and strategic solutions) designed to measure services provided to previously distinct.
• Liaising with the Business Process Reengineering Team to ensure new reports and future service improvements were in line with the Target Operating Model.
• Matrix management and education of small teams of offshore colleagues (primarily Bangalore).
• Requirements gathering and documentation for new releases of support tools. Coordination of associated UAT and communication of changes / benefits to wider user community.

A year out of the rat race travelling and doing voluntary work.

Initially employed to raise ITIL awareness and embed Change Management best practice within the team and establish Problem Management from scratch. The aim of this was to achieve a higher level of control and stability across critical applications (Change Management) and ensure root cause analysis was being effectively carried out. This enabled development.

Employed as an independent ITIL consultant specialising in process improvement, maturity assessment and gap analysis. Also engaged as an independent associate with TORI Global, a consultancy specialising in ITIL within the investment banking arena.Recent project completed for BNP Paribas (BP2i). This involved:Maturity Assessments of Capacity.

Key role driving Reuters' internal service management transformation on a global level, with particular focus on implementation of change management processes. This included initial consultation and business analysis, requirements definition, facilitating workshops with key user groups and business stakeholders to define and address issues and concerns and.

Responsible for the end-to-end management the EMEA instance of the global CRM Siebel service and its interfaces, used by up to 30,000 IBM employees in EMEA alone. The deployment of Siebel in IBM is the biggest in the history of the Siebel application. Directly lead a team of 4 service analysts and a virtual team of problem and change analysts based in.

Led a team of 30 change analysts supporting multiple accounts both internal to IBM, and commercial. Established as subject matter expert on the EMEA change process and local work instructions. Drove compliance to these processes in order to achieve key performance indicator (KPI) targets. Developed process improvements such as standardised change request.

Ba Hons, French And Linguistics

Gcses / A Levels