Keith Bushell Email & Phone Number

Waterside, Heathrow

Accountable for the end to end IT service for British Airways, the scope of which includes circa 800 business applications, 3250 live supported servers and a worldwide network and support model spanning 450 locations. I am also responsible for the IT Service Centre located in Newcastle plus core ITIL process such as Incident, Problem, Change and Service Level Management. The IT Service Centre handle approx. 25000 contacts a month. The BA IT department moved to IAG Global Business Services in 2014, involving working very closely with our partners in Iberia.

Responsible for managing ongoing relationship with LHR operational departments. This includes management of the business areas IT Portfolio. The majority of this Portfolio has been related to T5, both application development and infrastructure, worth circa £70m. During the building phase I also worked in IT Delivery for 6 months, responsible for ensuring successful delivery of IT in Passenger Services and Arrival Services. Account Manager role also includes representing IT department in times of crisis as part of OCIC (Operational Crisis Incident Centre).

Management of IT Desktop service for BAs LHR and LGW Campus. Responsible for managing circa £20m budget, including third party service provider and 60 internal staff.Achievements include:· Re-wrote third party service contract leading reduction in value of contract from £11.2m to £4m in 3 years.· Managed the consolidation of the RDA (Resource Domain Administrator) service into Im Desktop. Resulted in annual savings to the business of £1.9m.· Resolution of service issues leading to increased availability of Self Service Kiosks (LHR), resulting in improved customer service.· Following extensive re-organisation and outsourcing:* defined team organisation within new structure* recruited team members* successfully counselled displaced staff to new roles

I joined British Airways IT in 1979 as an Ancillary Equipment Operator.