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As a leader in the Global Tech Service Management team, I orchestrated the seamless delivery of services, collaborating with internal and external stakeholders to ensure unparalleled support for staff and customers. Serving as a process owner for key practices including Incident Management, Service Request Management, and Automation, I fostered a culture of continual improvement, driving efficiency and excellence across service delivery.In addition to overseeing the seamless delivery of services, I also led the IT Toolset team, responsible for managing and optimizing the suite of tools utilized by the Global Service Desk and other IT teams. Spearheading initiatives to enhance efficiency and effectiveness, I played a key role in the configuration, maintenance, and continuous improvement of critical platforms such as Remedyforce, BMC Helix, Anywhere365, UCC, and various remote tool softwares. Through strategic management and collaboration with stakeholders, I ensured that our toolset remained aligned with organizational objectives, enabling streamlined operations and exceptional service delivery.Responsible for the delivery of services as agreed with all Service Providing Tech teams, ensuring the services are delivered as agreed and documented by Design and Transition department, in collaboration with both internal and external service providers, ensuring seamless support to all staff and customers, improving their experienceAct as process owner for practices of Incident Management, Service Request Management, Service Desk, Measurement & Reporting, Optimzation and Automation as well as dedicated Service Delivery Managers for all Service Providing Technology teams. Lead the team to drive continual improvement.

• Lead and drive continuous improvement opportunities in user experience• Assess upcoming technologies and recommend innovative use of new features and technologies to enhance the end-user experience• Partner with experts and stakeholders to analyze needs and drive innovative learning solutions that impact firm and organizational effectiveness.• Develop, plan, and lead collaborative cross-functional brainstorming sessions, including productivity training workshops (online + face to face), Take initiative and run with projects while being an active team player who understands that efficiency and excellence are driven by camaraderie, inclusion, and collaboration• Help drive the growth and culture of a growing user experience team• Review survey feedback to improve services, tools, and support experience.• Create and manage coordinated communication, training, and voice of the customer strategies • To drive continuous improvements and integration between the other technology towers and the business, aligning with industry standards, best practices and advancing UX maturity across the Tech organization. • Promote a culture of high-quality delivery, customer service excellence and professionalism.

Leading global service desk operations, I orchestrated a high-performing team spanning continents, ensuring round-the-clock support for Arcadians worldwide. My strategic vision and commitment to service excellence drove the successful implementation of global service desk strategies, optimizing support performance and enhancing customer satisfaction.Leading two teams providing 1st and 2nd Level Remote Support 24x7 globally. Teams consisted of ~50 Analysts and Specialists. The main objectives of the role were:• To define and deliver the global service desk strategy and act as the IT Services lead for service desk and client operations• To provide to all service lines a global service desk that provides a point of contact for all Arcadians for any issue or need they might have in the utilization of all IT Services provided to them within their job role and function, as defined and required by each service line.• To deliver a high quality global daily operation that meets the agreed and documented service outcomes using service desk analysts, an effective service desk toolset, automated event messages, high quality documentation and efficient processes.• To resolve to the satisfaction of both the Customer raising the ticket and the service line owning the service, the maximum volume of tickets possible in the shortest time achievable utilising a range of agreed procedures, diagnostic skills, tools and processes.• To calculate and optimise the total cost per ticket in a service-based costing model• To measure and optimize support performance through continuous process improvement

Managing first-line support for all Arcadis employees around the globe. Including, Asia, Australia and UK and the Americas with a team of ~30 Service Desk analysts. My responsibilities include ensuring my team delivers a consistent, efficient and positive user experience within agreed SLA timescales, with a strong focus on customer service.My other responsibilities include monitoring and reporting on Service provided Weekly/Monthly/Quarterly intervals.I line manage the team members and ensure that staff strengths are fully utilised and they are given opportunities to progress their skills.

Managing the 1st line IT Support team across the UK region of EC Harris/ARCADIS, creating a high performing team that delivers a high level of service focused on the needs of the internal customers.My responsibilities include:• Line Management of a team Service Desk Analysts, with responsibility to develop this team into a High Performing Team able to provide the initial contact point with IT for the Business, and where possible providing First Time Resolutions/Fixes to internal customers.• To conduct performance reviews for the team in line with business process, identifying weaknesses and offering coaching and mentoring as required.• Monitoring of the incident logs within the Service Management tool Remedyforce, to ensure that SLT’s are met and that quality targets are met and maintained.• Resource management of the team to ensure that the required support is given whilst at the same time able to release resources for projects and business change initiatives. • Act as a point of escalation for the business on incidents and issues.• Preparing and issuing communications with the IT team and the wider business on planned and unplanned outages, their impact and resolutions.• Working alongside other Enabling Functions and business contacts to develop and refine business processes and policies to continually improve and adapt the support service offering.• Involvement in risk reduction and business continuity activities to identify weak areas and ensure mitigating actions are taken to address / eliminate these.• Active role in monitoring and enforcing IT policy compliance across the IT team and user-base.• Involvement in change projects such as office moves, software / hardware refreshes.Technical input and advice for the support team to ensure that best value is obtained from the money spent on IT.

Working as part of a team, supporting the Service Desk daily protocol, logging contacts in Remedyforce (call logging system), fixing a high percentage of calls (65% +). Additionally I am the technical lead within the team supporting all other members of the team technically as well as dealing with more technically challenging work. I also stand in for the Service Desk Manager when required.As a Remedyforce administrator is it one of my responsibilities to configure the system to meet the company’s requirements such as workflows and dashboards.A large part of my role includes data reporting and analysis for all teams in IT.Dimensions of my role:Incident Management – the logging, resolution and escalation of user based technical issues relating to all hardware, software, systems and services deployed across the group.Request Fulfilment - the logging, resolution and escalation of user based Service Requests relating to all hardware, software, systems and services deployed across the group.Major Incident Management – Ensuring Major Incidents are flagged up accordingly and related incidents assigned to them where required. Responsibilities:-Stand in for the Service Desk Manager when needed -Produce the daily reporting for the IT Service Desk-Provide a technical escalation point for other team members -Monitor the quality of SDA work and produce reports accordingly for use by management -Hold technical 121 meetings with team members where needed -Ensure Knowledgebase systems are updated and accurate -Queue management to ensure volumes remain within agreed limits. -Carry out all of the duties of a Service Desk Analyst.Key Achievements:-Created a user feedback survey within SharePoint-Created a Knowledge base for use by UK and ME IT Teams-Actively involved in replacing Sostenuto with BMC Remedyforce for use as the ITSM tool for Europe, Middle East, Asia, UK and the Americas

The business systems support analysts are responsible for application support services across the group. Application Testing – writing and execution of test scripts, management of test user groups and collection and analysis of results (Unit, functional and UAT)Project Support – participation and support to the PMO and project manager for various systems based projects e.g. training documentation production, systems functionality and suitability assessment.Service Desk – the maintenance and development of support interfaces and helpdesk tools across the group.Provide specialist application support Improve the capability and knowledge of the technical support team Build excellent working relationships with key systems users across the group Ensure application enhancements and new systems are successfully rolled out and embedded Contribute to the improvement of user experience of the applications by providing feedback to the application owners Advise on systems improvements by reviewing the incident logs Enhance service quality levels by generating call statistics to measure performance Problem resolution Keeping users notified and informed on calls and progress Ensuring user customer satisfaction in every step of problem resolution Ensuring that calls logged and escalated by 1st Line are responded to within set SLA Ensuring that calls that cannot be immediately resolved are dealt with by the appropriate resolution group Providing guidance and advice to users on the use of business systems applications Accurate escalation of incidents to the appropriate resolution groups Supporting the business processes and project stages executed to test and roll out applications

Responsible for taking phone calls, emails and walk up’s from users and logging incidents into available call logging systems. Endeavoured to attempt first-time fixes over the phone using remote tools where required, keeping the end-user informed at all times.Typical activities:• Answering phone calls from users.• Logging calls and details into call logging system.• Basic Active Directory account administration e.g. password resets.• Basic troubleshooting of common IT software products.• Ability to fix 70%+ of all calls first time.• Escalate calls that cannot be resolved to relevant team.• Ensure the client is kept fully up to date on outstanding issues.• Prioritise nature of calls according to local Service Level Agreements (SLAs).• Complete all client documentation as per client requirements. • Complete all administration and documentation as required.• Communicate with all internal and external customers as required.