Matthew Morris Email & Phone Number

London, United Kingdom

Accountable for the Service Introduction, Change Management and Release Management for the Foreign Office including ownership, governance and strategic direction of the processes and management and leadership of the teams that manage the processes day to day.

London, United Kingdom

Led a team of Service Introduction Managers whose jobs were to ensure the smooth transition of all IT services and systems from Service Design phase to transition against the delivery lifecycle. Introduced reporting against process KPIs, including delivering against service acceptance criteria and transfer of acceptable levels of risk from project to BaU.

London, United Kingdom

As Service Transition Manager managed the analysis and transition of all new systems, products and processes into Live Service teams against service acceptance criteria. Performed gap analysis on existing systems and processes and utilised ITIL’s Continual Service Improvement methodology to gain maximum operational productivity and maintain high levels of customer service.

London, United Kingdom

Setting team objectives, managing customer and Service Desk Engineer escalations, reporting against team KPI’s including incident resolution time and inbound customer call queueing times and completion of staff appraisals. Managed service improvement plan by analysing existing practices to pinpoint areas in process and procedure where improvements could be made. Monitored supplier performance against SLA’s to ensure service credits were delivered where required.

London, United Kingdom

Responsibilities included management and timely resolution of faults for corporate customers and acting as transition gatekeeper for any new systems and processes into Service Assurance. Participated in the development of a high number of fault management processes written to fit within the ITIL framework.

London, United Kingdom

As Network Squad Team Leader, led a team of four technical support staff carrying out 1st line support to corporate customers, organising work rotas, carrying out staff appraisals, monitoring call quality, SLA management, technical and procedural training, onsite customer installations.

Sunbury On Thames

Responsible for the identification, management and timely resolution of a wide range of service affecting and non service affecting faults. Worked to a 24 hour rotating shift pattern providing first line maintenance for all T-Mobile systems & services.Key Achievements:Selected to participate in a team set up to monitor and manage instant text, photo and video messaging services to UK and European customers during the Euro 2004 football tournament.Developed a centralised departmental e-library containing training manuals on many T-Mobile systems.