James Shakesheff Email & Phone Number

Sheffield, Gb

Sheffield, United Kingdom

Sheffield, United Kingdom

Head hunted to restructure and develop a service offering from an IT managed service provider for a top 20 UK law firm: 3500 users, 250 partners in 25 locations. Providing structure for current operations and preparation for rapid growthContract finalisation, creation of budget, forecasting and service design from scratch.Managing a team of 52 staff across 13 sites, including Service Desk, Field Support, Infrastructure Support, Application Support, Project Services and various third parties on behalf of the customerService take on and transformation, TUPE, restructuring, hiring and ongoing continual service‘All new’ approach including new toolset, processes and 24x7 monitoring service involving a third party NOC subcontractorConsulted on IT improvement projects and referring opportunities for the Esteem commercial team to bid on and collectively collaborate with the customer

Global (Emea, Amer, Apac)

Providing a 24x7 business critical service, providing user support for over 16000 employees, following company acquisitionManaging the IT ServiceDesk worldwide (APAC,EMEA,AMER), working with a budget of 3M EUR, monitoring appropriatelyGlobal roll-out of IT Service Management processes and tool set internationally to harmonise the IT operationsConsulting on global IT Infrastructure harmonisation, covering technical and service design

Global (Finland, Sweden, Uk, Rest Of World)

Working within a team of four responsible for delivering a 30MEUR IT service catalogueSuccessfully integrating large service providers into the Outokumpu IT ecosystemWorking with an organisation of 200+ professionals, across several countries to an excess of 7000 employeesFrequently travelling throughout Europe, steering and managing the IT organisation away from dispersed delivery of location based IT services to a cost effective global approachEvaluating and repackaging of the service catalogue; Service management best practices across the organisationDirecting a global ServiceDesk offering six languages, 24x7, with 25+ analysts located around the world, delivering service to over 30+ countries in Europe, Asia Pacific, and AmericasIntroducing four language, around-the-clock external shared ServiceDesk, for countries where previously noneDeveloping experience in contract definition, creating governance models through to practical implementation stages of data harvesting, training, marketing and deliveryContributing in excess of 1M€ savings in time and materials by streamlining processesImplementing continual improvement processes with definition of KPIs; regular reporting, and targets assigned for all IT personnel. Introduced integrated knowledge management, quality handling, and adoption of technical abstraction and automation to enable IT to provide continual service improvementsWorking in a matrix organisation at first phase, later managing a larger team whilst continuing responsibilitiesAdvanced problem solving techniques combined with business improvementsUtilising the strengths of the team, avoiding weaknesses; studying culture and business politics in order to find the optimal method to improve towards short, medium and long termcontinued...

Global (Finland, Sweden, Uk, Rest Of World)

continuation...Overseeing the outsourcing of the IT service management tool suite, from an internally managed system to a Working through a 6 month company merger, doubling the size of the IT operations, leading to restructuring and reorganising of IT; Leading the project for integrating the two companies IT service operations along with consulting on the IT infrastructure technical implementation, combining several cultures IT operation estates to facilitate an efficient ServiceDesk and support operation from contract signatory ‘Software-as-a-Service’ delivered solution, successfully meeting budget and time frameSkills developed include: Financial management, budget control, purchasing and invoice administrationService management training, automated internal recharging mechanism, supervising support contract managementInvolved in an initiative to outsource the Data Center/Storage (capacity services) worldwide, involving a full RFI and RFP process, reviewing the candidates proposals, short listing, full contractual and commercial negotiations, total value of >6MEUR annuallyGlobal standardised workstation lifecycle management provision, giving IT reliability/stability & KEURs savingsSoftware Asset Management improvements, leading to MEURs of software license savings through accurate management

Managing a team of six people, providing first line application and infrastructure support, as well as second line support and developing the infrastructure environmentDesigning and introducing a Helpdesk, supporting time critical production and office systems to 800 usersImplementing processes, tools and working methods within a newly formed IT department, practising ITIL skillsSelected to become a core team member of global 1M€ project to harmonise and execute ITIL based process across the organisation, working with representatives from worldwide IT locations, agreeing common methodsActing architect and project manager for creating a standardised workstation environment, lowering the maintenance required for support, and reduction of business impact due to incidents and lost time; successfully moving from a reactive team providing support, to a proactive team delivering added value in IT servicesExpanding line management skills; interviewing and selecting annually for new staff, personal objective setting, pay reviews, and disciplinary proceedings. Role continually expanded through proficient time/people management and eagerness to continue expanding responsibilitiesManaging business unit disaster recovery situation following Sheffield floods, data centre upgrade and consolidation project and network re-design. IT representative in business audits (KPMG, Lloyds), office management duties (car fleet, fire warden), UK IT security manager, software license manager

Offered during degree final year, following placement year; job position held open to complete degreeManaging infrastructure department, contributing to developing of internal business information systemsImplementing full IT disaster recovery solution designed as part of dissertation, requiring detailed understanding of how the IT department supported the business processes

Head-hunted, for the improving of current IT provision, tackling challenges with receiving return from recent investments, IT organisational challenges, IT strategy and generally IT not providing expected benefitsPerformed a full detailed review of their IT Infrastructure and Application estate, assessed the competency of the IT team, review the schools demand for IT from both staff and studentsRecommended next steps through technically redeploying recent investments gaining greater benefitsProvided technology strategy and road map for implementation, organisation redesign, where and when to start key investments facilitating growth and alignment to modern technology like "Bring your own device"Later invited to return based on recommendations to interview and recruit a new Director of IT Services to lead the existing IT team, who has the technical and management skills to deliver the proposed recommendations

First line support analyst for the IT systems across two stainless steel production sites, with 300 usersInitiative, problem solving and technical abilities recognised early on and the job expanded into infrastructure analyst and development; followed with financial sponsorship to complete degreePlaying a major part in the overhaul of servers, network and general infrastructure for the business unit; providing second and third line tertiary supportProposing several systems, including a fully managed, low maintenance, user and desktop environmentGaining detailed knowledge of supporting all business application systems, also providing out of hours support

As a key holder, I was responsible for managing the establishment at certain times of the week. This involved everything from taking deliveries, staffing, advertising, paperwork and serving customers. Maintained team spirit and customer relations. Involved working Sheffield United football match days, which developed my skills with working efficiently under intense pressure. This has developed my managerial skills along with providing a detailed insight into business requirements and processes. A part time role, during my studying at Sheffield Hallam University.

Identifying technical issues and potential improvements and set up a student run technical support teamOffered a part time job in the IT department to help maintain the IT environment

Bachelor Of Science (Bsc), Computing (Networks), 1St Class Honours

Education record

Itil V3 It Service Management, Itil Expert

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