Matt C. Email & Phone Number

Responsible for managing a directing the IT Service Desk, Infrastructure and Networking, Application Support and Security teams to deliver on both BAU activities and project deliverables.

• My purpose at ATG was to bring an underinvested and immature IT Operations Department in line with modern standards to improve the level of service delivered and therefore the perception of IT from the business teams..
• Renegotiated contracts with multiple suppliers, obtaining much improved pricing and more favourable terms. Total cost savings came in at just under £500k.
• Developed a service management strategy with the purpose of improving business confidence in IT. Within 3 months of the first phase being completed, escalations decreased and feedback to IT was significantly more.
• 80% reduction Major incidents. Achieved through ensuring the cause of all major incidents were identified and resolved.

• As the Service Delivery Manager for the WiggleCRC group, a globally trading UK based company with offices in England, Northern Ireland, Germany and Australia, I am accountable for the IT service being provided for 16.
• Negotiated terms with both external parties and third-party service providers to write 6 Service level agreements covering the 16 services across the Wiggle CRC group.o Includes KPI’s for availability management.
• In 2018 contributed to a £40k savings target with £80k in savings across the group through removing redundancy, renegotiating contract terms and challenging historic spend.
• Significantly improved perception of the IT department through transparent reporting, candid conversations and continuous engagement. I made sure to highlight the positives as well as where we need to improve.
• Improved the maturity of the IT offering, taking a greenfield blank canvas, creating the service desk function from the ground up before moving to improve the service offering with service level agreements, commitments.
• Played a key role in reducing Major Incident occurrences by 75% over the course of 3 years.

• My achievements in this role:
• Implementing an end to end incident and request management process, improving the SLA rate from 60% to now consistently achieving over 90%
• Introduced ITIL methodology and practices to members of my team
• Working with the Change Manager to implement a robust change management process
• Introduced controls and managed a large proportion of IT procurement and renewals.
• Reconfiguring the ITSM tool to be more user friendly, and record a better level of information.

• I started this role as a request coordinator back in 2008. I worked hard completing requests and improving existing processes in this growing team until I got given the opportunity to take the team on as manager in.
• Ensuring the team are providing excellent customer service to our internal customers
• Driving the team to deal with high volumes of calls and service requests without compromising on quality.
• Ensuring that commitments are met and where needed chasing other teams who have responsibility to complete work.
• Coach and mentor new team members to perform the role effectively and work to the company values.
• Dealing with personnel issues that arise from the team