Michael Lamb Email & Phone Number

Manchester, United Kingdom

• Escalation point for ownership, coordination and resolution of all ITIL disciplines but essentially incident, problem & change and Service Level Management• Manage serious issues, ongoing problems on behalf of the business with internal and external I.T. suppliers and close relationship with Supplier relationship Management and other I.T. teams• Design and implement SLAs, KPIS and reporting and facilitate business analytics to generate continuous improvement• Bring ITIL, service excellence and best practise Service Management to existing function and team • Review and improve IT Service Management processes• Own, manage and deliver regular service reviews with senior business stakeholders• Ensure SLAs, KPIs, reporting are robust and deliver best practice service excellence and focus on continuous improvement• Supplier management of all internal and external suppliers, resolver groups and component services to ensure that all parties are working to the benefit of the service delivered to the client in a robust and seamless end-to-end service

Manchester

manage and transition the IT SM function to an effective and effecient ITIL aligned function from a very low maturity base.

• Design and implement SLAs, KPIS and reporting and facilitate business analytics to generate continuous improvement• Bring ITIL, service excellence and best practise SLM to existing function and team • Manage a team of SLMs, developers and analysts and ‘call centre’ operations centre resource management• Ensure SLAs, KPIs, reporting are robust and deliver best practice service excellence• Challenge and review existing business model, ways of working, organisation structure and ROI of the team and its activities• Facilitate continually improving ITIL awareness and training for the team and other key stakeholders – formal and on the job• Work closely with Supplier Managers for major key supplier

• Manage and measure the delivery of various IT Services and suppliers and the performance and governance of the services (including onwards delivery to the end client and business on a global basis) focussing on full life-cycle ITIL disciplines and process for incident/problem/change• Design, implement and manage ITIL aligned IT service and supplier governance models and manage service transition to that model with particular focus on charging, operational processes and service reviews with suppliers and the business, early life and enduring service performance and incident/problem management, using structured techniques to classify, prioritise, investigate and resolve incidents and root cause analysis problem resolution as most appropriate to the business, cost effectiveness and ROI • Engage with and work closely with internal and external Service Delivery Managers, support teams, suppliers, business partners and other key stakeholders (to Director and VP level) to manage the services to SLA and investigate and resolve incidents and problems and robust e2e support model and incident and problem processes • Design and implement, challenge and improve end-to-end ITIL process and initiate Service Improvement Projects as appropriate • Input to IT, RFI & RFP contractual service design including detailed definition of deliverables, SLAs, cost/consumption/tariff mechanisms and operational processes and Governance • Large scale desktop support outsource transition and refresh – initiate project and set up and manage PMO directly supporting the Programme Manager

Design, implement, manage & deliver, continually improve Service Introduction methodology and process.Project ManagerLead on ITIL introduction and integration

Bachelor Of Science (Bsc) Combined Sciences

Activities and Societies: cycling, photography,

Education record