Michael Mudd Email & Phone Number

Manchester, GB

Manchester, United Kingdom

Worked as a Service Manager for Computacenter’s Contracted Services team. Partnering with one of the top 4 supermarkets in the UK. Managing a number of different onshore and offshore services throughout a full managed service environment.

• Operational delivery management of a customer contract supplying the following service lines; incident, request, change, problem management, data centre monitoring and support, media management, LAN, desktop and laptop.
• Integral in transition of customers wintel data centre server estate during service take on through to BAU support. Providing ongoing proactive and reactive monitoring using BMC.
• Completion of weekly operations meetings and monthly services reviews with the customer and other outsourced suppliers.
• Demonstrably use of Computacenter shared service factory tool set including, SSC, TRG, CRG, Talk Freely, MOS, Centralised Services, Know How and Off Shoring.
• Member of Computacenter’s Service Management In Life Management Team and the nationwide Service Management Learning Roadmap project roll out.
• Consistent service delivered over the last 3 years turning the customer into a case study and reference site.

• Instrumental in reducing the volume of incidents and requests following service improvement initiatives, management of ISP, customer suppliers and 3rd party organisations.
• Relationship building between key stakeholders within the customer environment.
• Management of numerous problems using RCA and an ITIL best practice approach.
• Chairing of Problem Investigation meetings to progress major impact and/or re-occurring problematic systems, infrastructure and/or processes.
• Transition from antiquated change management system to fully interactive service compliant application.
• Implementation and roll out of Problem Management system across internal support teams and the customer resolvers to support and provide service compliant application.

• Assisted Computacenter Service Delivery teams in providing customers with a complete service delivery package, working within a best practice framework.
• Responsible for the management of 35 engineers; across a wide spectrum of customer focused and technical individuals.
• Assisted in the interview process for Team Leaders and Engineers for the organisations Technical Resources Group.
• Used as a technical resource and business contact for the service management community, operational team leaders and engineers across numerous customer accounts.
• Completed PDP’s for direct reports, recruitment of FTE’s and contracted resource as well as managing disciplinarians aligned with the companies HR policy and procedures.

• Recruited and managed 1st & 2nd line desktop service desk analysts.
• Support of an infrastructure that processed sales over £2 billon per annum.
• Management of E-commerce platforms and distributed selling systems, including the supplier and support of the outsourced managed service for the front and back end infrastructure.
• Managed internal and 3rd parties OLAs, SLAs and KPIs, ensuring high service levels to provide optimum business continuity for the company’s desktop, laptop and distribution systems.
• Second line escalation point for technical and/or business issues. Full responsibility and ownership of incidents, problems or known errors to resolution.
• Improved IT customer focus, rapport and business continuity from a service delivery perspective between IT and the business.