Lee Everett-Pride Email & Phone Number

Swansea, Wales, Gb

Swansea, Wales, Gb

Swansea, United Kingdom

Apply ITIL Service Management skills / knowledge to ensure successful transition of NHS Wales Implementation Programmes. Responsible for negotiating, developing and managing IT Service requirements for national clinical and non-clinical IT Services. Responsible for implementing processes for the end-to-end management of IT Services across multiple organisations and internal/external IT Service suppliers.Responsible for developing and implementing Continuous Service Improvement Plans for IT Services once they become operational.

Swansea, United Kingdom

Objective of role is to support the design, transition and implementation of new IT Services or major changes to existing Services requiring coordination and communication between multiple organisations.• Collating and writing service management documentation to support the implementation of projects • Attending regular meetings with Health Boards • Planning and implementing service improvements • Ownership of service risk registers and actions lists • Liaising with project managers and wider NHS staff

Management of all compliance tasks for a major blue-chip IBM client: ensuring continual compliance, audit readiness and a secure risk free environment for the client. The role requires excellent business knowledge; the ability to provide guidance and coaching on the significance of compliance; and recognition of potential areas of vulnerability or risk. Implementation, monitoring and regular reporting is required to demonstrate the effectiveness of the controls in place. Responsible for advising the account team on all compliance rules and any changes to controls by the IBM senior management team. Key Achievements- I steered a successful portable storage media destruction run which had been on hold for 2 years due to process issues. Negotiated a way forward to ensure account compliance, avoidance of service level penalties and received an IBM Manager's Choice Award. - I directed Global Delivery Centre technical teams in order to reduce overdue compliance issues from 40% to 1.7% over a 12 month period. Received a Manager’s Choice Award- Took leadership of a long standing compliance issue regrading physical security assessments of client sites across the globe. Expanded my role as EMEA coordinator to work with the project lead in Brazil to reshape the process and provide a simpler format and clear guidance to Global Delivery Project Executives. The result was the closure of the audit exposure, strengthening the account’s compliance posture.- I am the subject matter expert for the Global Risk and Compliance Offshore process for the account.

Line of Business Service Manager for the O2 account: responsible for incident / SLA management, problem and change management with monthly executive reporting on SLA and Service Review process. I owned the Service Operational Readiness process, ensuring all projects had followed due process before implementation and had received approval from the Change Approval Board.Key Achievements- I led a team to review outstanding incident records and provided recommendations for improved management and closure, in excess of 200 outstanding records were closed.- I investigated a redundant process relating to servers reporting a warning light. I carried out a complete overhaul of the process; provided a new process to the Command Centre; and the new fortnightly report resulted in an annual cost saving of circa £8k to the account.

Handled all resource queries relating to the Service Management competency and end to end management of internal Open Seats and sub Contractor extensions. Heavily involved in the initiatives around capacity planning and cost take out. Worked in partnership with all Business Leads on resource strategy. Implemented process improvements with the development of a management system to streamline resource management procedures within the competency.

Implemented and controlled cost management of Travel, Overtime, Mobile Phones and Education. I managed risks, opportunities and forecasting to ensure a reliable and effective cost roadmap process and cost savings for IBM.I produced management guides, detailed monthly cost analysis, forecasting and provided input to senior management reviews.I had full ownership of the UK education budget, circa $2 million per annum, and provided cost management support to the Future Skilling project enabling higher levels of workforce development with a limited budget.Key Achievements- Secured unprecedented levels of Project Management accreditation, Technical Leadership and management education with a very limited education budget resulting in 99% usage of the budget and higher skilled and motivated employees.- Delivered cost savings of over $250k on the Overtime and Travel cost pools over a 2 year period.- I set up a new process for Mobiles which resulted in a 33% decrease in spend in 2007.

I set up the Training & Development function within the new IBM UK Skills Centre; creating processes that supported the EMEA education strategy in line with the Strategic Learning Plan and controlling allocation of the budget circa $0.75 million.Analysed financial reports to identify opportunities for cost savings, including encouragement of non-chargeable education activities.

Client facing role at Bentley Motors Ltd, leading the end to end delivery of service and all account activities including incident, problem, change and SLA management. Chaired the monthly client Service Review and carried out relationship management with 3rd party companies to ensure high levels of service for the client.Key Achievements- Promoted from Service Coordinator to Service Manager during a critical period at the IBM Bentley Motors account and secured a contract extension.- I set up Service Management processes for the account: a particular success was the implementation of controls around change management resulting in a reduction in outages caused by system changes.

High severity Incident Management and also some Problem & Change Management for the Bank of Scotland account.

1st / 2nd line support for all Capital Bank businesses whilst also deputising for the help desk Manager in the day-to-day operational running of the help desk. Also carried out role of help desk trainer.Key Achievement- Production of an end to end training programme for the Bank of Scotland help desk which was utilised by the IBM transition team to enable successful migration into IBM in 2000.

Ba Hons, English And French

Graduated with a 2:1 degree in English (major) with French (minor). Worked as a steward at the Student Union.

A Levels, English, French, History

Activities and Societies: Alzheimer's support group Bridge club Hockey teamEnglish, French and History A Levels.

Gcses, English Lit & Lang, Maths, History, Art & Design, Biology, French And Economics

Activities and Societies: School hockey team School choir Judo Dancing - extra curricular and school team GuidesEnglish Literature (A).