Managing People & Performance of 3 squads.

• Availability Management - Process Strategy, Design and Implementation for different levels of Availability(E2E/Platform/OS)• Accountability for 1 year Availability Management Plan• IT Service Continuity Management (Disaster Recovery Plan and Tests)• Emergency Management (from June 2015)• Alignment of contractual obligation with operational processes (ITSCM & Disaster Recovery, Backup &Restore, Service Level Management)• Setting up cross-process interlocks in relation to above mentioned processes – Spotting gaps, process improvements etc.• License Management Process owner• Integration of BAU activities with Project Team activities (to assure availability at contracted level)

• End-to-End responsibility for accountability of the Internal IBM Network solutions and services for UK• Managing Shared vs. Customer dedicated infrastructure• Making sure whole network infrastructure is H/W and S/W compliant (including control and management of EOS and EOL hardware, Health Checks, Vulnerability of Servers and Network devices, Licence Management etc.)• End-to-End Risk Management (spotting, submission, driving)• On-call duties and chairing Major Incidents• Managing disruptive Major Changes implementation• Drive/participate and coordinate crisis management situations• Maintaining relationship with High Management for ~70 accounts• Project managing, planning, Implementing H/W refresh programs (SOCKS infrastructure, SMTP, end Load Balancers, Access Firewalls)• Provide technical support management and participate in the Change Control Board and/or change control process• Budget saving/cost recovery management• Drive/Manage service quality and improvement of service delivery processes • Exec ready’ presentation preparation• Audit readiness preparation and leadership of audited team/area• Manage delivery of contracted performance standards and measurements• Driving Onshore and Offshore teams collaboration towards successful service delivery• Go Life preparation for Service Desk transition• Plus many more of widely understood End-to-End Service Delivery

• Performing the day-to-day overall management of the process, process execution and process administration.• Evaluating the performance of the process and defining the appropriate actions• Creation/Negotiation of PID (Process Interface Document) with Customer (for IM and MI processes)• Major Global process refresh (ITIL alignment)• Creating, analyzing and distributing process reports• Facilitating resolution of process execution issues• Deliver on service commitments and participate in account plan/strategy• Provide DPE/PE/ Customer with single point of contact to the Service Delivery organizations• Coordinates and manages the process-related activities of the regional and global level• Drive/Manage service quality, performance, and improvement of service delivery processes• Ensures minimization of SLA failures in his area of responsibility and takes all actions to deliver at the agreed performance level. • Participate actively in the resolution of out-of-line situations (e.g. Customer Complaints, Major Incidents)• Provide support and participates in the relevant governance meetings, both Internal and Customer facing.• Ensures appropriate reporting of quality and performance• Defining KPIs, creation improvement plans (SIP) and execution control• Playing big part in ServiceNow implementation as Global Ticketing tool (direct 2e2 contact)• Ensuring completeness and integrity of information collected to conduct daily operations• Establishment of measurements and targets to improve process and efficiency• Close cooperation with all process owners in order to provide operational efficiency• Collecting KPI data for both internal and customer measurement reports• Identification of process gaps and implementation of process changes• Global area of responsibility for customer present in 74 countries• Drive SOX Audit readiness and compliance• Maintaining relations with Service Delivery Managers and Contract Directors on both: company and customer's end

. Handling major outages, chairing MIRT calls for ~40 customers including internal Capgemini infrastructure. Process control, creation and knowledge transition for new customers

Managing High Priority Incidents and Major Incidents. Process improvements, KPI reporting, making sure SLAs are met.