Kyle Taylor Email & Phone Number

Belfast, Northern Ireland, United Kingdom

As the Head Of Network Support Services I have responsibility for ensuring the delivery of Managed Services and Platform Services to customers across the UK and Ireland. I lead and manage highly skilled engineering teams supporting and managing customer environments, Telefónica Tech UK&I datacentres and MPLS/MWAN platforms.Key Responsibilities & Achievements:• Ensure that customer SLAs, operational KPIs and quality standards are met• Develop operational systems and processes• Lead, manage and develop engineers across multiple support teams• Consistently high NPS feedback

Belfast, United Kingdom

As the Technical Services Manager I have responsibility for ensuring the delivery of Managed Services and Platform Services to customers across the UK and Ireland. I lead and manage highly skilled engineering teams supporting and managing both customer environments and hosted IaaS, BaaS, DRaaS, MPLS/MWAN and UC platforms.Key Responsibilities & Achievements:• Ensure that customer SLAs, operational KPIs and quality standards are met• Managed numerous complex major incidents• Develop operational systems and processes• Lead, manage and develop engineers across multiple support teams• Consistently high NPS feedback• Received 2020 and 2021 Customer Services Award

Liverpool, United Kingdom

Working as part of the delivery team on a digital transformation programme for the Shop Direct Group as the Defect and Test Major Incident Management Lead and Duty Manager. My teams managed BAU testing and platform development across all test phases as well as major issues which posed significant operational and delivery timeline risk/impact to the programme. In the duty manager role, I had responsibility for delivery of build and test.Key Responsibilities & Achievements:• Responsible for on and offshore delivery• Developed Defect Management and Test Major Incident processes and procedures• Management of problematic test phases/activities at the request of programme partners to bring them back on track• Developed enhanced reporting for test execution and defects• Managed Rational Team Concert tool

Manchester, United Kingdom

Working as part of the delivery team on the Co-Op Insurance transformation programme as the Defect and Recovery Management lead. My teams managed BAU testing issues across all test phases as well as major issues which posed significant operational and delivery timeline risk/impact to the programme and ensured they are remediated in a quick and efficient manner.Key Responsibilities & Achievements:• Developed Defect Management processes and procedures• Lead technical triage team responsible for triage of critical and complex issues• Lead the recovery of high priority defects• Escalation point for internal/external business and technology management• Client facing to CTO level• Managed Rational Team Concert tool

London, United Kingdom

Working as part of the delivery team on the RBS Williams & Glyn delivery programme as the Head Of Resolution Services. I was responsible for Test Major Incident, Defect and Release Management functions.Key Responsibilities & Achievements:• Responsible for on and offshore delivery• Lead the recovery of test major incidents and high priority defects• Escalation point for internal/external business and technology management• Management responsibility for all test services functions• Client facing to CIO level

Belfast, United Kingdom

Working as part of the global change management team supporting all companies in the NYSE Euronext group, primarily the NYSE Liffe markets for EU and US trading.Key Responsibilities & Achievements:• Coordination and management of changes across all NYSE Euronext businesses• Chair change advisory boards (CAB & ECAB) for both technical and business stakeholders• Identification and ownership of change and process failures• Identification and co-ordination of service improvement opportunities• Implemented automated and enhanced ServiceNow reporting resulting in both significantly reduced effort and greater report value

Glasgow, United Kingdom

Short term contract working as part of the service management team supporting several high-profile clients. I performed Major Incident and Problem Management for all clients and was the primary service management contact for the Subsea 7 account during a key contract renewal point.Key Responsibilities & Achievements:• Led the recovery of major incidents and root cause analysis for multiple clients• Identification of repeat incidents and led root cause analysis activates for multiple clients• Client facing• Identification and co-ordination of shift left and continuous service improvement opportunities• Provide input into processes and procedures for existing and perspective clients

Belfast, United Kingdom

Working as part of the global major incident management team as the lead MIM and team leader for Europe and India on the Deutsche Bank account. I managed 10-15 MIM’s and major incident support staff based in Poland, Belfast and Bangalore in addition to managing high profile major incidents.Key Responsibilities & Achievements:• Led the recovery of major incidents• Management of the major incident team• Creation and implementation of KPI, SLA and operational documentation• Subject matter expert for new operating models• Promoted to team leader and lead incident manager with responsibility for both local and global offshore resources and delivery• Client facing to CTO level

Inverness, United Kingdom

Working as part of the onsite technology team in a varied role with responsibility for all IT purchases and general IT support. I was responsible for peripheral and services negotiation, ordering and receipting in addition to carrying out desktop and infrastructure support.Key Responsibilities & Achievements:• Driving down costs significantly through supplier negotiation• Implemented CSI register• Managed EHS, risk assessment documentation and compliance for IT contractors and suppliers• Main technical support contact for directors• Seconded to assist in the running of a major project to move 1000 users to new hardware and operating system to Windows XP from Windows 2000• Single point of contact and coordinator for all IT suppliers

Inverness, United Kingdom

Working as part of the service management team supporting Westminster City Council, London Borough of Croydon Council and Morley Fund Management in the lead incident/change manager role. I was also the deputy team leader for both the service management and service desk teams.Key Responsibilities & Achievements:• Led the recovery of all incidents• Led all change management activities• Subject matter expert for clients• Seconded to lead and successfully implemented an ITIL Change Management process for Westminster City Council

Standard Grade, English, Math, Physics, French, History, Art And Design, Graphic Communication

Education record