Ken Mcbride Email & Phone Number

London

NCC Group is a specialist information security organization focusing on software escrow, web performance, penetration testing and software testing. My role was the Service Delivery Manager for the southern region within the software testing division. • Holding service reviews with customers (retail, charity, banking)• Worked closely with the Sales and Account Managers to ensure customer satisfaction. • Senior customer relationship management• Line manager for eight permanent testers• Set up a remote retail software testing environment in the NCC Manchester office• Managing software testing contract staff including renewals, timesheets, invoicing and customer concerns. • Liaising with the recruitment department to source suitable candidates for new contracts.• Interviewing and placing software testers in new and existing clients.

Caterham

C&C Group develop bespoke software for the Utilities and Pharmaceutical sectors. They provide central data services for the UK electricity market and have developed and support life critical systems for a major International pharmaceutical company. I am the Head of Service Delivery and the Service Desk Manager, providing direct support to a large number of customers while also providing guidance to the C&C Service Delivery Management community. Key responsibilities include:• Creating a framework for Service Governance.• Auditing the current support environment.• Implementing service improvement (including defining and documenting change and release management). • Improving the incident management application.• Liaising with key customers.• Providing service performance data to key customers. • Acting as the Quality Manager on a new project for a validated system.

London, United Kingdom

Nscglobal are a provider of network equipment break/fix services, project management and professional services for a select number of large corporate clients. The service was centred around Cisco equipment but also encompassed F5, Checkpoint, Ciena. I was a Service Delivery Manager who had ownership of several accounts including Level 3 and Atos UK. I owned the service relationship for my clients and provided management and regular service reporting of incidents, risks and issues while being the primary point of escalation for both the customers and internal business departments. Key responsibilities included:• Provided regular reports and escalation of incidents• Ensured that the 3rd party suppliers were providing the required level of service• Performed service reviews, wrote minutes and updated actions in line with agreed SLAs• Maintained the agreed SLAs and investigated exceptions• Major incident management• Championed customer’s issues within nscglobal.• Supported the contract renewal process via the Account Managers. • Provided service improvement plans e.g. arranged for one customer’s engineers to attend a workshop with the nscglobal service desk to discuss mutual issues and improve the working relationship• Assisted the Head of Service Delivery in improving existing processes e.g. we both felt that there was a large gap between projects and delivery and lobbied for a transition manager who was duly appointed• Worked closely with incident/project management and the transition manager to ensure smooth service transitions and provide a point of escalation for them.• Wrote and delivered new customer welcome packs (handbook template) to ensure they understood the service and were able to get the best service from nscglobal

Chertsey

Service Delivery Manager of a service desk within an ITIL conformant environment owning both incident and problem management. Responsible for day to day delivery of pharmaceutical software services to a large (45% of UK market) customer base of pharmacies. Ensuring adherence of the service desk to agreed service levels and managing 3rd parties in delivery of hardware and network services. I had been leading process and service improvement initiatives across the desk.

I was the Service Delivery Manager of a service desk within an ITIL conformant environment owning both incident and problem management. Responsible for day to day delivery of pharmaceutical software services to a large (45% of UK market) customer base of pharmacies. Ensuring adherence of the service desk to agreed service levels and managing 3rd parties in delivery of hardware and network services. I had been leading process and service improvement initiatives across the desk.• Leader of a team of 16 technical analysts covering incident and problem management, managing performance and development of staff.• Negotiated and selected a vendor to provide a replacement CRM system for the two existing applications. Implemented the project to replace the service desk applications. • Attended monthly major customer service reviews and chairing reviews with 3rd party service providers (including the production of monthly performance stats).• Managed a service improvement programme across the Service Department.• Delivered Service Desk contribution to ISO 20000 accreditation.• Negotiated the contract for a new 3rd party hardware contract.• Escalation point for 3500 customers, two suppliers and all internal resolving agencies.

Head of Problem Management and Voice of the Customer (VoC) for European Pharmaceuticals End User Support. Acted as focal point and expert in Problem Management.• Managed VoC to ensure that the views of European end users were listened to and acted on. Worked with the in country IT Managers to introduce and educate them on VoC. • Key to this role was the understanding and improving upon of key performance metrics e.g. end to end cycle times, support team resolution etc. • Manager of Compliance and Governance UK Pharmaceuticals End User Support. Managed a team of nine people with responsibility for service management, software management, capacity management, access management, strategy and prior to migration to a central function, the Help Desk. • Project manager. Managed various projects including the procurement and migration of the UK Pharmaceuticals UNIX environment to a new server and storage platform.Glaxo Wellcome Plc Jan 1997 - 2001• Y2K Transition Manager with responsibility for planning and ensuring that the people, processes and schedule were in place to ensure a successful transition through the year end 1999.• Technical Support Manager in charge of a team of four technical specialists responsible for delivering the infrastructure components required for the implementation of a PeopleSoft Financials rollout. Managed the selection and procurement of £1.5 million of hardware.• Infrastructure Development Manager responsible for infrastructure related issues across the Research & Development business with a team of around 20 Project Managers and Technical Specialists reporting to me.