Jonathan Pickering Email & Phone Number

Oxted, Gb

London, England, United Kingdom

Senior technology and service leader; - delivering best practise ITSM standards, procedures, governance and operations- Management of 3rd party Managed Service Providers- Service Design for a number of transformation programme streams as well as Service Acceptance- Delivery of Service strategy- Lead for all Sonnedix Enterprise IT projects- Project Management

London, England, United Kingdom

Senior consultant working with Braemar IT Management to - Implement best practise ITSM standards, procedures and operations.- Lead a programme of transformation from on-premise legacy infrastructure to an Azure based online solution- Restructure of team and hiring of new staff to support the Braemar IT strategy

London Area, United Kingdom

• Transitioned IT into the Public Domain as Betway Supergroup joined the NYSE• Establishing a strategy for Operational Efficiency across the wider IT Department aligning to Business Goals including providing consistent Service Delivery (ITIL) best practise across our global sites• Working within an ISO:27001 certified organization and partaking in a year two surveillance audit• Driving a programme of audit remediation and risk management across a number of areas in a highly regulated market• Established a programme of cloud governance and optimization focussing on Azure cloud services• Talent mapping, key hires and a strategic approach to forming a new high performing team• Driving new configuration of ITSM toolset as well as key process changes in Service Delivery including reporting which enabled focus on key areas for improvement across all teams• Key weekly and monthly performance reports detailing progress to our board of directors• New country entity setup, governance frameworks, documentation, budgeting and procurement

London, United Kingdom

• Member of Senior Leadership Team responsible for Corporate IT & Information Security globally• Lead the cloud optimization programme to reduce £2M AWS investment costs by $300k• Renegotiated Microsoft agreement saving £100k• Mobile phone carrier renegotiation, saving of £100k• Lead a WAN redesign shifting away from traditional MPLS to a software defined solution saving £120k • Lead the Information Security programme and programme of change (ISMS)• Lead remediation project work for all external risk and compliance audits• Introduced a technical strategy & restructure of the Corporate IT team to eliminate, risks, skill gaps and to drive efficiency• Implemented lean ITIL processes to improve response, efficiency and management• Managed a reduction of 600 ticket backlog to 50 tickets over a 3 month period and established new processes and SLA’s to ensure the support teams could maintain a premium level of service• Mobilised the workforce through the onset of the pandemic and introduced new zero touch cloud build, deploy and maintenance for complete remote management of end-points

London, United Kingdom

• Established a strategy to regionalise core IT service operations with a new structure to EMEA, AMER and APAC resulting in accelerated service improvement and cost efficiencies• Improved return on core technology investment (ROI) through new Infrastructure projects including a move to MS Azure to support Infrastructure as a Service, an online disaster recovery solution and developer environments with a ‘Cloud-first’ approach• Strengthened governance and controls processes to better support business growth and technology security• Transformed the IT Operations function through design of a new operating model, termination of low-value contracts and implementation of Service Improvement Programmes with three regional IT Directors. This resulted in over £4M saved over 3 years.• Focussed a programme of change in four key areas to satisfy external risk audit requirements: o Networks & Securityo IT Service Managemento Infrastructureo Application Support• Led a global security review of the Le Creuset technology operations environment• Led the investment and delivery slate for key strategic technology initiatives, ranging from transition to Cloud (via MS Azure) and datacentre decommission as well as global web filtering. These led to business efficiencies in excess of £500K over 3 years whilst improving performance and reducing risk

London, England, United Kingdom

• Transformed the IT Operations function by introducing a new operating model and associated structure with a greater alignment to service and technology. • Led the IT Service Management strategy and drove improvements across Incident, Problem, Change, Knowledge, Configuration across a complete Service Portfolio & detailed Catalogue resulting driving down delay and maximising customer satisfaction in IT Service Delivery• Accountability for meeting SLA’s for company Incidents and Technology Service Requests (change and operations). Over-achieved with a 98% KPI against SLA• Accountability for implementation and management of security measures and solutions to support PCI-DSS & GDPR including P2PE• Leading audit and risk control programmes• Led a team to deliver the infrastructure, security and conducted performance testing for a major ERP deployment into the Cloud• Focussed on five key areas of change: Service Desk, Desktop & End-Point, IT Service Management, Infrastructure Services & Application Support• Improved ROI through investment in new Infrastructure projects including • Financial Management of all IT cost centres, P&L and budgets• Completed a Security review and introduced a number of key solutions reducing the impact and risk of threat and data loss

London, United Kingdom

Jonathan was responsible for all IT systems, infrastructure, support and IT service management. Managing a team of systems administrators and desktop support technicians based in London but supporting offices in the USA, Japan, Italy and our largest warehouse in Middleton. Jonathan's primary duties include the management of local and wide area network and server infrastructure support resources as well as all end-user services, conducting service reviews and implementing changes in line with service improvement plans, delivery and review of company IT Service Management and IT Governance standards, delivering service level agreements, setting KPI’s and targets as well as measuring metrics in adherence with business & IT objectives, managing external supplier relationships, contracts and SLA’s, setting and maintaining SLA’s across internal IT services as well as underpinning external suppliers, developing department processes and workflows based on ITIL best practise, delivery of 1st, 2nd and 3rd line support services, responsibility for all incident and fulfilment requests and new appointments as well as training and Jonathan has delivered a number of projects in his time with Liberty including re-structuring, hiring new staff and motivating a team who are now delivering services with a greater commitment to service delivery, the specification and provision of new HP c7000 blade chassis and BL servers to provide heavy reduction in resource consumption on premise, the provision of HP 3PAR hybrid storage solution to provide high IOPS performance for SQL and VDI environments, implementation of incident and change management processes as well as procedure documentation, reviewed all licensing including baseline audit to bring business up to date, the specification of new Microsoft Dynamics AX infrastructure options including on premise, hosted and cloud solutions.

London, United Kingdom

Jonathan was responsible for introducing many of this rapidly growing global company’s standards, support resources and processes which he developed through the use of ITIL best practise and ISO 20,000 frameworks. He also has extensive hands on experience having been technical manager for a number of years in his roles with the company as technical lead and service support manager.Jonathan's primary duties included conducting service reviews and implementing changes in line with service improvement plans, delivery and review of company IT service management and IT governance standards, the delivery of documentation for infrastructure, access management and standardisation, the delivering service level agreements, setting KPI’s and targets as well as measuring metrics in adherence with business & IT objectives, managing external supplier relationships, contracts and SLA’s, capital and operational expenditure budgeting, setting and maintaining SLA’s across internal IT services as well as underpinning external suppliers, developing department operational processes and workflows based on ITIL best practise, the delivery of 1st and 2nd line support services for all environments, managing 2,500 service requests per Week achieving 98% resolved inside service level target by allocating resource and providing toolsets to enable the workforce to deliver optimal service quality.Jonathan also delivered a number of projects in his time with Net-a-Porter including hiring 11 service desk agents to man a 24 hours service desk function as well as implementation of a new toolset, Implementation of incident, problem and change management processes and procedures, introduction of service level targets and service level agreements for critical systems, a global print solution, a new company mobile office solution, introduction of a service catalogue, implementation of a new CMDB, management of migration project from Windows XP to Windows 7 Professional across 1000 PC’s globally

London, England, United Kingdom

Overall accountability for technical service and support for internal systems at Net-a-Porter

Auckland, New Zealand

Jonathan was responsible for the New Zealand wide server infrastructure, operations, projects and a team of engineers as well as the outsourced service desk. Acting as the global change manager also exposed Jonathan to a strict ITIL process driven environment where he began his learning of ITIL best practises.Jonathan primary duties include, the management of the global change control process, the delivery of service reports and conducting service reviews, the management of an outsourced service desk & desktop support contracts, management of 2nd line desktop and server environments as well as mentoring and leading the support team, technical project management, ands on technical 3rd line server supportJonathan delivered a number of major projects including the reduction of outstanding service calls down to nil and pulling service level target KPI’s from well below 60% to over 90% in 12 Months, a data centre migration project, a head office site relocation project, consolidation of 3 domains including decommissioning 20 servers, merging of 2 Citrix farms to a single highly redundant farm spanned across multiple load balancers and the implementation of Blackberry Enterprise Server