Luke Teece Email & Phone Number

Nottingham, England, United Kingdom

Nottingham, England, United Kingdom

As an SDM at Jigsaw24, I am responsible for overseeing the delivery and management of IT services to our customer base. This role focuses on ensuring that IT services are delivered efficiently, effectively, and in line with the organisation’s goals and objectives.Key Responsibilities:- Responsible for managing the entire lifecycle of IT services, collaborating closely with various stakeholders to define service requirements, establish service level agreements, & ensure the services meet or exceed customer expectations.- Leadership - As a manager, this role involves leading and supervising a team of IT professionals, including service desk personnel, system administrators, network engineers, and other technical staff. - Relationship Management: Building and maintaining strong relationships with internal and external stakeholders is crucial has been crucial as part of this role, working in collaboration with business units, customers, vendors, and other IT teams to understand their needs, address concerns, and foster positive partnerships. - Incident and Problem Management: In the event of service disruptions or incidents, as part of this role I take a lead role in coordinating the resolution process.- Performance Monitoring and Reporting: As part of this role I have implemented and maintained appropriate monitoring mechanisms to track the performance and availability of our services. As part of this, I have been analysing service metrics, generating reports, and presenting findings to stakeholders, providing insights into service levels, trends, and improvement opportunities. This data-driven approach helps in making informed decisions to optimize service delivery.- Process Improvement: Continual service improvement is a key aspect of my role. Working both with internal teams and the client, I look to identify areas for enhancement, implement best practices, and drive process improvements to enhance service quality, efficiency, and customer satisfaction.

Nottingham, England, United Kingdom

• Managing the day to day operations of the Problem Management & Knowledge Management processes.• Process design & implementation• Continual service improvement of Problem, Knowledge Management and surrounding processes.• Recruitment and ongoing staff performance appraisals.• Adopted an AGILE methodology within Problem Management in regard to the allocation of work to technical teams and delivered training• Problem Sprint sessions introduced and weekly meeting held with technical teams• Problem Management Insights report created and distributed weekly, highlighting trends and Problem Management actions• Redesign of RCA documentation• OLA’s discussed and established with technical resource• Knowledge Centred Service methodology introduced and training delivered to Service Desks• Designed & implemented improved Service-Now categorisation based on trend analysis findings• Knowledge base growth of 300% during first 12 months• Operational cost savings of £50K during first 12 months through the elimination of root causes and process improvements• Prevention of 10,000 incidents through proactive Problem Management during first 12 months

Nottingham, England, United Kingdom

• Managing the day to day operations of the Major Incident, Problem Management & Change Management processes.• Process design & implementation due to immature internal processes.• Continual service improvement of Incident, Problem, Change Management and surrounding processes.• Delivery of internal workshops to explain the benefits of aligning to ITIL and the importance of adherence• Prioritisation and reviewing of all incoming high priority incidents, problems, changes and managing the known error database.• Establishing CAB process• Charing weekly CAB meetings with required stakeholders• Instrumental in Salesforce – Service-Now migration project, designing process flows and working with 3rd party to ensure a smooth transition• Promoting problem solving techniques and proactive incident prevention across the business.• Producing in-depth reporting illustrating the performance of the ITIL processes• Creation & distribution of in-depth trend reporting illustrating proactive trends identified & the steps Problem Management are taking to eliminate the root cause.• Creation of Cost Analysis process within Problem Management, which highlights volume of incidents prevented and the associated operational cost saved due to root cause elimination• Dealing with escalations from internal stakeholders and customers.• Recruitment and ongoing staff performance appraisals.• Processes at Jigsaw are continually audited in conjuction with ISO 27000, 20000, 9000, 22301, during the auditing process, it is my responsibility to walk the auditor through the ITIL processes giving live examples to show adherence

In September 2019 I was promoted to the position of Senior Incident & Problem Manager. I was the Head of Incident & Problem Management, owning both processes, managing a team of talented Incident & Problem Managers.Summary of my duties:• Managing the day to day operations of the Major Incident & Problem Management processes.• Continual service improvement of the Incident & Problem Management process.• Prioritisation and reviewing of all incoming high priority incidents, problems and known error database.• Chairing regular meetings with the CEO and directors to review high priority incidents/problems.• Contributing to release planning and ensuring high priority incidents/problems are resolved in new releases.• Promoting problem solving techniques and proactive incident prevention across the business.• Producing in-depth reporting illustrating the performance of the Incident & Problem Management process.• Dealing with escalations from internal stakeholders and customers.• Working with the business to ensure enough resource is aligned for the Incident & Problem Management process to be successful.• Recruitment and ongoing staff performance appraisals.• Owner of the Cost of Poor Quality (COPQ) process, which is designed to decrease business expenditure through highlighting areas of operational poor quality and eliminating the root cause• Monthly COPQ presentation to the board of directors highlighting cost saving initiatives and identified areas within the business where we can reduce expenditure.I also provide ongoing support and development of any new business requirements. Due to my extensive experience in customer support, I proactively suggest and then deploy improvements to reduce operational waste and improve the customer experience.

Nottinghamshire, United Kingdom

In May 2019, the Incident Management & Problem Management teams were merged into a single team. This provided me with the opportunity to gain more experience in the Major Incident Management process, where I quickly became a successful Incident Manager, who would coordinate the majority of all high profile investigations, the merger of the team also provided a unique opportunity to own the incident all the way through to root cause.Summary of my duties: • Lead Major Incident Manager• Lead Problem Manager• Distribution of Major Incident updates to key internal stakeholders and customers within the agreed SLA.• Distribution of RCA documentation to key internal stakeholders and customers within the agreed SLA.• Detailed and thorough Incident Trend Analysis, with the aim of root cause elimination and incident prevention.• Root cause Identification and implementatation of preventative measures.• Continual service improvement suggestions• Close working relationships with the Change Management function (Covered as Change Manager temporarily)• Chaired regular meetings with key stakeholders around the business including the CEO and board of directors to highlight problems,• Management of the known error database• Coordination of technical bridges as part of investigations both customer facing and internal• Weekly meetings with customers to provide updates on on-going issues or to provide trend data to proactively reduce incidents• Attendance and presentation at customer's Service Review meetings.

Nottingham, Nottinghamshire, United Kingdom

In February 2018, I joined Microlise as a Problem Manager. The role at Microlise was attractive to me because the Problem Management process was in its infancy at the time. Working alongside a talented team, we established a highly efficient and business-critical team, with the primary focus being root cause elimination, risk mitigation, incident prevention, and continual service improvement.This role also included high level stakeholder management (up to managing director level), chairing priority meetings with internal and external stakeholders to manage the problem record through to its conclusion by determining root cause and mitigating any further impact to service. Liaising with internal and external technical teams, we would create and distribute high level root cause documentation to our customers within agreed SLAs. The role required strong working relationships with Incident Management & Change Management teams to ensure the process flowed and adhered to ITIL framework.We also conduct proactive work through reporting tools available to us, producing incident trend analysis using Microsoft Excel to identify reoccurring call drivers to our IT service desks.

Nottingham, United Kingdom

My last role at Boots U.K was a problem manager role which involves the management of problem records that are raised as a result of reoccurring or high profile incidents logged by the IT service desks that may be affecting Boots stores or head office colleagues, this role also included chairing priority meetings with stakeholders to help manage the problem record through to its conclusion by determining root cause and liaising with our 3rd party resolver teams to put preventative measures in place. We also conduct proactive work through reporting tools available to us, producing incident trend analysis using Microsoft Excel to identify reoccurring call drivers to our IT service desks.

Nottingham, United Kingdom

As a 2nd line technical support analyst at Boots U.K, I worked in a supervisory capacity to our 1st line analysts offering my experience to help them in resolving incidents that were being raised by phone, incidents being raised could be anything from a severity 3 to a potential severity 0. During this time I also gained an NCE qualification in the principles of team leading.

Nottingham, United Kingdom

Duties as a 1st line support analyst included fixing faults with Boots equipment over the phone, this included dealing with colleagues from both Boots stores and our support offices around the country. Predominantly our colleagues use laptop or desktop machines with the Windows 7 operating system, however some colleagues did use Windows XP, we would fix the issue if possible by remotely connecting to their machine via SCCM, if this was not possible, we were also able to log the incident to the appropriate 3rd party resolver team ensuring all the colleagues details were accurately recorded as well as a description of any diagnostics already performed. We would also attempt to diagnose telephony faults for our stores and then report these incidents to BT open reach for an engineers appointment. I also spent a large amount of time in 'my service point' which is a drop off centre for Boots colleagues to bring their laptops if they are experiencing any technical issues, there I would interact with the customer and repair the fault in a face to face capacity.

Sheffield, United Kingdom

Working at Sky's offices in Sheffield city centre, I was a technical advisor in Sky's TV and billing team, in this role I would provide troubleshooting for customers over the phone, arranging engineer visits if the fault was unable to be fixed remotely, I was also trained in customer accounts, this would involve breaking down the bill for the customer and providing advice where necessary regarding the cost and possible alternate packages that were available.

Nottingham, United Kingdom

Working for Virgin Media based in Nottingham, I was responsible for the service and installation of all Virgin Media products:- Broadband, Telephony and TV. This would involve visiting customers properties within a given time slot and either installing the requested equipment or rectifying a fault with their existing Virgin Media products, I completed an apprenticeship programme with Virgin Media and I have a nationally recognised qualification in telecommunications.

Chesterfield, Derbyshire, United Kingdom

Eastwood