Pursuing opportunities to enable me to utilise my experience within Service Delivery and Project Management to add benefit to an organisation.IT Service Delivery Management, Resource Leadership & Management, Project Management, Project Delivery,Prince2 Foundation & Practitioner, Stakeholder Management, Process and Service Improvement, Service Transition, Customer Focused, Commercial Awareness, SLA and ITIL 2011

• Head of 38 resources in South Africa, UK and US providing 24x7 networking, desktop/server, and virtualisation support to clients : Project Management (5); Professional Services (6); Service Desk (27)• Providing Support and Services to a multi-tenanted client base across a variety of industries, including Health Care, Legal, Education and Charities• Responsible for overseeing the management and delivery of business BAU, Pre-Sales and Project services within Networking, Cloud (DRaaS, IaaS, BaaS, Server & Desktop Virtualisation (VMWare & Citrix), Service Desk, Project Management and Professional Services• Direct Line Manager to 12 resources: objective setting, pastoral care and personal development• Internal service operations: forecasting and budgeting for all spend; budget responsibility of £2 million; contract re-alignment to make business more commercially viable; strategic planning for business objectives; hiring & firing, composing business cases and leading internal improvements such data centre infrastructure changes, ITSM tool replacement and security compliance • Incident Management: Providing a central escalation point in the coordination, management and resolution of major incidents within agreed SLA. Engaging and mobilising technical support, establishing communication channels, monitoring & tracking status, restoration of service to minimise downtime and subsequent root cause analysis• Processes: Defining, developing & documenting Support, Project Management & PreSales processes, including incident and major incident management• Client management: contract negotiation to implement changes identified in contract re-alignment process; rectifying issues with the technical implementation; establishing new supplier relationships and managing existing ones • Communication: Excellent written and verbal skills. Regular presentations at management and staff level briefings

Pursuing opportunities to enable me to utilise my experience within Service Delivery and Project Management to add benefit to an organisation.IT Service Delivery Management, Resource Leadership & Management, Project Management, Project Delivery,Prince2 Foundation & Practitioner, Stakeholder Management, Process and Service Improvement, Service Transition, Customer Focused, Commercial Awareness, SLA and ITIL 2011

Phoenix IT (TUPE Transfer) - Operational Service Delivery Manager Legal & General Account• Managing, owning and coordinating the delivery of the managed IT Desktop Service across multiple national UK sites to meet customers SLA• Managing partner relationship with IBM for delivering the IT Desktop Service to the Legal & General account, including chairing monthly service review meetings with the IBM Service lead• Line Management and pastoral care of 30 engineer across 5 UK national sites, including setting objectives, performance management and personal development• Acting as centralized escalation focal point for external & internal senior stakeholders and major incidents• Identifying and capturing service issues or risks and working with stakeholders and internal operational teams to address these• Monitoring service status by creating reports to proactively track SLA, engineer productivity and project demand • Reporting daily/weekly/monthly on key service elements such as SLA, service failures, achievements, major incidents, issues and risks• Actively seeking out and implementing service improvements following relevant policies and change controls• Identifying commercial and revenue generating opportunities and assisting in pricing, quoting, SLA, service schedule construction and commercial discussions• Project Managing the OS software & hardware build, deployment, defect management and transition into BAU element for the Windows 7 refresh programme, which included line managing 75 contract engineers• Developing and co-ordinating maintenance of processes, procedures and policies for the delivery of the service• Ensure adherence to contractual commitments and where necessary provide guidance around contract queries• Managing conflicts and difficult situations• Working with Project and Programme Managers to deliver business change, ensuring compliance with ITIL methodology• Preparing partner monthly billing summary for services received

Manpower (TUPE Transfer) - Desktop Manager Legal & General account• TUPE transfer into Manpower from Legal & General due to L&G outsourcing IT Support to IBM• Contracted from Manpower into IBM to oversee the delivery of IT Desktop Service service provided by IBM to the Legal & General account• Managing multiple teams, consisting of 30+ engineers, across different competencies and UK locations. Teams managed – Desktop Support, End User Procurement and Asset Management• Managing and delivering multiple end to end BAU services within agreed SLA• Acting as centralized escalation focal point for external & internal senior stakeholders and major incidents• Desktop Support Project lead for the transition and transformation of the Legal & General support model into the IBM outsourced service model• May - Dec 2012 – in parallel to L&G account, managed the London based Desktop team for the DEFRA account

· Responsible for managing 3 teams - 8 Desktop Support Engineers, providing support across 2 locations. IT Purchasing - consisting of 2 consultants and Asset Management - consisting of one consultant.· Completing staff performance reviews, formal and informal one to ones and annual pay reviews. · Communicating with HR over staff issues, ensuring adherence to company policies · Performed day to day technical desktop support role for customers· Reviewing, planning and implementation of a Virtualised Desktop Support environment to centralise Desktop Support and improve customer experience· Communicating with Project Managers and specific internal customers to agree provision of technical support and knowledge during project planning elements in the delivery and support of large scale projects· Highlighting and agreeing process improvements and managing the rollout of these initiativeso Implementation and maintenance of the service improvements relating to the Desktop Support Disaster Recovery process o Review, development and improvement of the Desktop Support processes – for example end-to-end BlackBerry deployment and training process· Ensuring that internal practices and processes are adhered to and any relevant documentation produced· Facilitating the purchase of IT equipment and softwareo implementing processes for management of the assets estateo reviewing processes, implementing changes and managing the onsite relationship with IMAC sub contractor (SCC)· Identifying and managing customer relationships internally and externally· Managing workflow to ensure adequate cover, planning, monitoring and control as well as providing resources to perform project work· Providing an environment to enable knowledge transfer within the team and with other teams to develop support skill.· Service and relationship management – monitoring the service provided by 3rd party suppliers to ensure the service levels are being met

• Project managing and supervising of staff in the upgrade of various software products throughout all Mainframe Lpars• Arranging training for Operations and Support staff for new software releases• Assigning work to staff and managing the progress and completion to meet project deadlines on time and to a high standard• Networking with Development, Release, and Change Management in managing software upgrades• Resource management of development and support staff to identify and deliver coding changes required for the Language Environment project• Conforming to internal practices and standards to raise and maintain documentation relating to software installs, upgrades, changes and decommissioning• Management of successful delivery of the Z9 processor hardware upgrade• Working with other teams to review and implement new software• Knowledge of SMP/E, ISPF, Assembler (Basic), HCD. USS

• Maintenance, configuration, daily support and Disaster Recovery of MQ Series on the Mainframe, HP Unix and Windows environments• Maintenance, configuration, daily support and Disaster Recovery of Connect:Direct on the Mainframe, HP Unix and Windows environments• Implementing OPC Tracker across Mainframe, HP Unix and Windows environments• Supporting various software products and L&G processes – e.g. IMS, CICS

ACF2 Security System Administrator