Michael Sherratt Email & Phone Number

England, United Kingdom

Manchester, England, United Kingdom

- Responsible for the development, implementation, operation and governance of the IT Service Management practices which support the service.- Collaborating across various Technical Support teams, Business Stakeholders and Senior Management, to ensure that the IT Service Management practices are followed and relevant OLAs, SLAs or KPIs are met.- An escalation point for High Priority Incidents, and the end to end facilitation of Major IT Incidents.- Responsible for the collation, management, and presentation of information on the status and performance of the service to the divisional senior leadership team and its key stakeholders across the business in an upwards cascade.- Developing and maintaining relationships with Delivery Teams and playing a proactive role as a key stakeholder, ensuring minimal impact to live service its practices.- Management responsibility of the operational ITSM practices and its supporting processes:Service Level, Request, Incident, Change, Problem, Supplier Management.- Leading Continuous Improvement activities across all practices.- Play an active role in wider communities of practice, identifying and sharing best practice.- Providing direction on which tool sets or methods to use and ensure the requirements are met for users across a variety of channels.- Management of the Corporate processes.- Improving and building Agile and flexible platforms, services and products to add overall value.

Liverpool, England, United Kingdom

- Accountable for service management across platforms and multiple channels to ensure availability, performance and process maturity across the team.- Responsible for Internal Business Relationship management within the organisation to enable the delivery of ICT services, collaborating with Other Government Departments (OGDs) and external customers to ensure operational excellence.- Represented the Technology team to the partners across the various platforms through regular communication and training sessions- Provided cover and assistance for the other senior leaders when cover was required.- Owned and maintained the Service Catalogue.- Provided leadership and development of teams to make sure that SLAs and OLAs were in place with both external and internal teams.- Ensured all service providers carried out processes to ITIL framework standards.- Led the operational delivery of the service, providing management of Request, Incident, Problem, Change and Improvement practices.- Planned and scheduled the testing and deployment of service releases.- Delivered new functionality required by the business while protecting the integrity of existing services- Ensured service asset and configuration items were controlled, available and that the information was accurate.

Liverpool, England, United Kingdom

- Management of the governance and assurance between service suppliers as the service integrator in a Service Integration and Management (SIAM) model.- Implemented ITIL principles to deliver a quality service and continuously improve it.- Worked collaboratively with internal and external stakeholders across multiple disciplines and built relationships to ensure a smooth running of operational processes.- Strategic planning of service delivery, identifying opportunities for change, and defining and implementing future service development.- Attendance of Major Incident calls as the Service Integrator representative.- Accountable for all Configuration Management Database (CMDB) content and data quality.- Contributed to the management of Change into the service production environment.- Attendance at Change Advisory Board (CAB) and co-ordinated approval for IT Change.- Management of Problem records and led Problem Review Boards with the suppliers and business representatives.- Supported the production of Monthly Service Reporting and the analysis of data.- Delivered communication of all IT outages and Major Incident updates to the business.- Ensured the accuracy of the Knowledge Management Database.- Undertook SLA Analysis following SLM practices.

Liverpool, England, United Kingdom

- A respected, experienced technical manager and key team member.- Managing, motivating and mentoring technical support staff.- Employing ITIL frameworks and configuration management for incident, problem and change management using ITSM Service Now.- Management of the institutes hardware and software assets and their configuration items within ITSM.- Support development to document, record, monitor, and review ICT procedures towards obtaining ISO 9001: Quality Management.- Authoring ICT policies, security statements, liaising with other customer organisations and partners.- Management, support, maintenance and development of ICT infrastructure to internal and external clients.- Technical lead on infrastructure to ensure a seamless service across multiple sites.- Provision and ability to ensure controlled documentation and the development and adherence to good practice policies.- Effective and regular communication with third-party ICT vendors.- Delivering regular presentations and reporting to stakeholders, technical and non-technical teams within the institute providing communication with accurate IT metrics and data.

Liverpool, England, United Kingdom

- Providing operational management, support, maintenance and development of ICT and digital technology-based facilities to internal and external clients. - Providing technical support for the department, troubleshooting issues with ICT and digital equipment to ensure a seamless service across multiple sites.- Managed controlled documentation and the development and adherence to good practice policies.- Developed strong relationships with University central ICT department to maximise support for the departments team and future proof ICT infrastructure.- Provision resourcing related to cloud computing i.e. HPC, MS Azure & IoT platforms.

Wigan, England, United Kingdom

- Managing, motivating and mentoring a team of technical ICT support staff.- Supporting 5,000+ users at 5+ sites in Wigan and the Greater Manchester area.- Third tier support for users at multiple sites and remote working locations.- Integrated ITIL processes: Driving organisational change by setting strategies, leading activities, and discussing impact analysis of goal-ordinated / process-orientated methods of implementation.- ICT lead on confidential staff issues, disciplinary investigations, misuse of systems.- Acting consultant at client sites regarding IT infrastructure implementation- Servers / storage / virtualisation - lead, implement and support virtualisation projects (Microsoft).- Implemented and managed Microsoft System Centre Configuration Manager: O/S & software deployment, patch management and network security.- Lead on Bring Your Own Device (BYOD) policy adoption.- Implemented Apple iOS device management.- Monitor and maintain all VMWare clusters and Windows servers, physical and virtual.- Implementing, managing and maintaining effective backup and recovery strategies.

Wigan, England, United Kingdom

- Delivering efficient customer focused first and second level support to users.- Supporting 3,000+ users at 3 sites in Wigan- Server support: Hardware, operating systems, email and database systems, backup & disaster recovery- Deployed new software packages and peripherals- Performed network fault-finding and diagnosis- Produced and delivered user training guides and courses.- Maintained accurate asset records- Liaising with third-party support providers.- Provided support to the trusts multiple sites to meet agreed Service Level Agreements.