Lee H. Email and Phone Number

• Leadership and line management responsibility for 4x cross functional Service Delivery Executives • Facilitated 1-2-1’s, performance reviews, team meetings and improvements plans• Encouraging and motivated management of employees to ensure key KPI’s were not just met but exceeded• Operational responsibility for a team of 4 engineers• Creation and implementation of automated tools to aid stock tracking activities which saved 50% of engineers time • Led key process… Show more • Leadership and line management responsibility for 4x cross functional Service Delivery Executives • Facilitated 1-2-1’s, performance reviews, team meetings and improvements plans• Encouraging and motivated management of employees to ensure key KPI’s were not just met but exceeded• Operational responsibility for a team of 4 engineers• Creation and implementation of automated tools to aid stock tracking activities which saved 50% of engineers time • Led key process improvement activities which resulted in tickets volumes decreasing by 70% within 3 months• Upskilling and mentoring of multiple teams on key analytic skills• Led deep dive analysis of the CMDB, resulting in significant accuracy and reliability improvements• Effective and efficient escalation management ensuring the customer is at the heart of what we do• Production and delivery of key reporting to senior management Show less

• Lead and considerably improve 20 enterprise customers operations across their fixed, mobile and complex ICT services • Identifying and implementing strategic service and process improvements that achieved cost savings of £50k + per annum and dramatically reduced effort and time wastage• Tight control of contractual SLAs and KPI’s enabling a consistent high level of service for customers• Building and maintaining open honest relationships with third party suppliers, customers and… Show more • Lead and considerably improve 20 enterprise customers operations across their fixed, mobile and complex ICT services • Identifying and implementing strategic service and process improvements that achieved cost savings of £50k + per annum and dramatically reduced effort and time wastage• Tight control of contractual SLAs and KPI’s enabling a consistent high level of service for customers• Building and maintaining open honest relationships with third party suppliers, customers and senior leaders • Leading and producing top quality monthly service reviews, covering the finer details, and going that extra mile• Built a proven track record for stepping up to complex escalations and situations and transforming these into positive outcomes• Adapting to and delivering high level of communication styles to many different levels of stakeholders• Detailed proactive analysis of customer usage and trend stats which drive performance and improvement programmes (SIPs)• Creation and maintenance of standardised tooling, processes, and documentation for my customers to drive consistency and improve service• Management of the Service Desk, Incident, Problem and Change management implementation activities and providing proactive guidance and analysis at governance forums• Instrumental lead in transforming a large complex ageing ICT estate from the ground up with underpinning deep dive analysis to deliver a successful future strategy Show less

• SACM and SAM Configuration manager for Post Office, Metropolitan Police and Natural England accounts• Key driver of exceeding SACM KPIs through process improvement and efficiency• Sole contributor to significant improvement in Post Office Software operational delivery • Process lead for Natural England Software and Configuration BAU activities• Delivering governance of processes through third party suppliers, ensuring SLA’s are exceeded• Lead on multiple formulation of… Show more • SACM and SAM Configuration manager for Post Office, Metropolitan Police and Natural England accounts• Key driver of exceeding SACM KPIs through process improvement and efficiency• Sole contributor to significant improvement in Post Office Software operational delivery • Process lead for Natural England Software and Configuration BAU activities• Delivering governance of processes through third party suppliers, ensuring SLA’s are exceeded• Lead on multiple formulation of process documentation, including LWIs, process flows and operations manuals• Driving key process improvements using Lean Six Sigma techniques • Proactively manage license allocation and drive cost savings where possible• Lead supplier and third-party governance meetings ensuring consistent collaboration• CMDB utilisation and completeness checks with detailed results shared with key stakeholders Show less

Initially working with the Metropolitan Police Service managing the IT services and ensuring efficient implementation and running of the services. Along with being in the SIaM team i actively perused further training in Lean/Six Sigma and Agile techniques. After 18 months i was responsible for Natural England's 12 ITIL Service Lines. This role consisted of:• Efficient and successful transformation of 41 Metropolitan Police IT Services • Applying Agile working to reduce problem and… Show more Initially working with the Metropolitan Police Service managing the IT services and ensuring efficient implementation and running of the services. Along with being in the SIaM team i actively perused further training in Lean/Six Sigma and Agile techniques. After 18 months i was responsible for Natural England's 12 ITIL Service Lines. This role consisted of:• Efficient and successful transformation of 41 Metropolitan Police IT Services • Applying Agile working to reduce problem and incident backlogs by 83%• Manager of 12 ITIL processes for Natural England (Inc; Change, Software, Configuration, Release, Service Level, Incident and Problem Management)• Delivering day to day change management activities and driving continuous improvement • Onboarding transitional activities for the Metropolitan Police and Natural England• E2e process and tooling testing, onboarding 53,000 users and experienced user of ServiceNOW• A key contributor and leader to overachieving on the B3M audit score of 3.5 (Target 3.3)• Developing and maintaining strong professional relationships with 3rd party suppliers• Leading various customer and supplier meetings, including CAB’s• Managing SLA/KPI requirements ensuring all towers and 3rd party suppliers are meeting targets • Formulation and design of key process documentation • Managing key stakeholders/towers and ensuring targets and requirements are metNot only did i manage all BAU activities within the account i was also been heavily involved in the transitional stages and implementation of new tools such as ServiceNOW. As part of my role i dealt with not only the customer but also the suppliers on a daily basis and ensure the delivery of the IT services are kept to a high standard and drive improvement activities where possible. Show less

Working within a highly experienced team i was undergoing an internship within the Business Architecture team at Telefonica UK, located in Leeds. Day to day work consisted of developing existing and new strategies for o2 and analysing the current capabilities and gaps within the company. Insight into 3 year and strategic planning were common tasks within my role and the exposure to high level strategic thinking and working was also a key part at my time here. While at Telefonica i worked on… Show more Working within a highly experienced team i was undergoing an internship within the Business Architecture team at Telefonica UK, located in Leeds. Day to day work consisted of developing existing and new strategies for o2 and analysing the current capabilities and gaps within the company. Insight into 3 year and strategic planning were common tasks within my role and the exposure to high level strategic thinking and working was also a key part at my time here. While at Telefonica i worked on many projects, which included developing and implementing a system called Troux Analytic Systems. Towards the end of my time at Telefonica i was involved in the process improvement projects and undertook a Lean Six Sigma course and learned how to deal with process improvement and development of change management. Show less

Providing a professional service to customers and assisting with any betting queries. Cash handling day-to day and floor managing from time to time. 8 months of my time at William Hill was spent working as relief staff which consisted of working in all of Leeds City centre shops adapting to each environment and managing competently.