Malcolm Atkinson Email & Phone Number

Norwich, England, United Kingdom

Norwich, United Kingdom

Responsible for working closely with the CIO service partners to ensure that the infrastructure services meet the customer's needs and ensuring that the infrastructure services meet the customers’ needs including:-· Ensuring infrastructure services meets operational needs.· Responsible for demand management & recharging of costs.· Creating plans for new services.· Shaping, agreeing & managing SLAs and Service Catalogue· Driving ongoing improvements to service performance· Managing service risks.· Identifying, owning and managing the specific key risks, IT controls and Business Protection standards.· Working closely with the Global Infrastructure Strategy Delivery team.· Influencing the wider Global Infrastructure and Operations senior leadership.· Working with business Service Partners.· Balancing the needs of customers through working with the Service Partners, delivering the Infrastructure services for now and the future.· Driving ongoing improvements to service performance and cost, agreeing and delivering an annual improvement plan.· Accountable for identifying, anticipating and driving change to secure performance in their area.· Working with Strategic IT Suppliers, 3rd parties and partners to deliver agreed services, service improvements or managing escalations.

Norwich, United Kingdom

Responsible for the operational and commercial performance of of Aviva's outsourced Datacentre operations, including:- • Reviewing commercial demand against budget & capacity.• Work with the Aviva business units to proactively manage demand for specific projects.• Provide insights to Commercial Demand against suppliers to help identity new demand drivers and identify cost saving opportunities.• Manage the IT Demand Management Process including the review and approval of IT Infrastructure requests/orders for project and BAU requests.• Work with the Business Relationship Management (BRM) teams to identify demand for IT Infrastructure within the project portfolio.• Identifying under performance and agreeing plans to rectify whilst acting as arbiter in resource or priority conflicts between Suppliers and Aviva.• Acting as the service integrator between the suppliers and Aviva, ensuring defined touch points and processes work effectively, as well as being the ultimate escalation point for major supplier issues from other disciplines (service, change etc) and key escalation point for commercial and relationship issues. • End-to-end commercial management of key service suppliers and associated spend, focusing on driving performance and commercial benefit from the outsourced / IT supplier services , agree monthly billings based on volume or service changes and ensure invoices are processed / settled in line with contract terms.• Incident Management• Change Management• Problem Management• Configuration Management• Demand & Capacity Management• Service Request Management• Service Risk Management• Dispute Management• Tech Refresh, Service Refresh Notifications & Roadmaps • Book of Work shaping• Extended support budgeting & negotiating• Continual service improvement & innovation

Norwich, United Kingdom

Responsible for the operational and commercial performance of of Aviva's outsourced Datacentre operations, including:- • Reviewing commercial demand against budget & capacity.• Work with the Aviva business units to proactively manage demand for specific projects.• Provide insights to Commercial Demand against suppliers to help identity new demand drivers and identify cost saving opportunities.• Manage the IT Demand Management Process including the review and approval of IT Infrastructure requests/orders for project and BAU requests.• Work with the Business Relationship Management (BRM) teams to identify demand for IT Infrastructure within the project portfolio.• Identifying under performance and agreeing plans to rectify whilst acting as arbiter in resource or priority conflicts between Suppliers and Aviva.• Acting as the service integrator between the suppliers and Aviva, ensuring defined touch points and processes work effectively, as well as being the ultimate escalation point for major supplier issues from other disciplines (service, change etc) and key escalation point for commercial and relationship issues. • End-to-end commercial management of key service suppliers and associated spend, focusing on driving performance and commercial benefit from the outsourced / IT supplier services , agree monthly billings based on volume or service changes and ensure invoices are processed / settled in line with contract terms.

Norwich, United Kingdom

Responsible for the operational performance of Aviva's outsourced Datacentre operations, including:- • Incident Management• Change Management• Problem Management• Configuration Management• Demand & Capacity Management• Service Request Management• Service Risk Management• Dispute Management• Tech Refresh, Service Refresh Notifications & Roadmaps • Book of Work shaping• Extended support budgeting & negotiating• Continual service improvement & innovation

• Optimising the capability of IT Services • Delivering cost effective and sustained levels of availability • Monitoring actual IT Service Availability performance• Producing Service Availability Capability Assessments for new and existing IT Services• Managed internal and external suppliers to support agreed targets

• Responsible for the setting up of the Norwich Problem Management Team and the implementation and embedding of ITIL aligned Problem Management process within Aviva.• Management of high severity Problem records affecting the Aviva Group.• Acting as an escalation point for day to day Problem Management activity.• Responsible for the continual focus on high quality Problem Management by coaching and mentoring.• Management of a Peer group to ensure high quality and robust management of Problems within the team.• Prepared management reporting pack.• Prepared Problem Management Monthly Metrics pack.• Driving improvements in team reporting.• Development of good working relationships with technical support teams, other ITIL disciplines and third party suppliers.• Day to day management of the Problem Management team.• Responsible for embedding the Problem Management processes in technical teams and other disciplines.

• Responsible for the setting up of the Norwich Major Incident Management Team and the implementation and embedding of ITIL aligned Incident Management process within Aviva.• Management of all major incidents affecting the Aviva Group.• Communication of regular updates for major incidents affecting the Aviva Group including SMS text messages, e-mails, intranet based Whiteboard and the desktop notification tool.• Accurate & timely completion of the Daily Service Report.• Accurate & timely completion of the Daily Service Review meeting• Running and participation in major incident End to End Resolution teams.• Running and participating in Major Incident Reviews.• Participating Change Implementation Reviews.• Updating processes and procedures

Electrical And Electronics Engineering

Education record