Mike Wells Email & Phone Number

Whiteley, Fareham, Hants

Promoted to Lead the delivery part of the Service Design Team - Establishing the Design team within the organsiation - influencing NATS strategy to be Service- led. Still heavily involved with Designing Service models for a Complex business transformation/IaaS Development program into Operational Running, with a new Service Management drive within a highly stringent safety critical environment.

Stratford Upon Avon

Providing IT Management and Sourcing Consultancy to a Prestigious French Luxury goods/ Champagne and Cognac Vendor based in Paris and Epernay.Advising on restructuring for outosuricing IT Services and re-alignment and rationlising of vendor contracts.Proposing transformation strategies and Change programmes to support new business initiatives

Reigate

I lead and managed the operation of a £25m+ ‘Tier 1’ account which delivers Public Sector Networks in SE England, ‘owning’ the contractual obligations and P&L. I adopt a customer-centric approach to Service Delivery and use effective customer Stakeholder Management to ensure close alignment to customer’s drivers and strategy; this enables opportunities for provision of further services and developing the account including up-sell. I led and co-ordinated the completion of the Network Service Transition programme into BAU and drove the internal organisation to improve stability and robustness of IT Support Services to the end customer. I also influenced internal stakeholders to improve efficiency in processing back-office processes (change and order fulfilment), driving down costs. I coordinated commercial review and negotiated effective contract terms (SLA based) with the customer.

Fareham, Hants

I led and set the strategy for the establishment of the IT Service Delivery and support teams (30+ people). I designed models using ITIL, SDLC, TOGAF, Agile etc. I incorporated stability, via high availability, optimisation, monitoring and scaling to enable changing business targets to be hit consistently (achieving SLA targets). I established effective Change Management through better QA, testing and governance across Project Delivery models as well as adding stringent acceptance criteria, Service Transition processes and Release Management. I Designed a Service framework and recruited resources accordingly to manage the successful transition of a new business insurance platform, from Programme Development into live use within an aggressive release schedule also enabling Continuous Integration. I established full P&L control for the department and negotiated effective support contracts with large Outsourced supplier organisations.

Portsmouth, Manchester, St Ives Cambs, Colchester, London

I led the transformation of a failing department into effective multiple teams who deliver IT Applications development, Web-site design and development, product configuration and IT support (L1,L2 and L3) within a General Insurance context, covering a large portfolio of internal and high-profile external clients (notable High Street names). This included 45 online e-trading websites (B2C) and major insurance broking management systems and interfaces (B2B). I built better engagement mechanisms for IT through stake-holder management techniques up to board level. I worked to ensure IT is represented and recognised as a contributor to the business, building key working relationships and becoming the natural and recognised lead point of engagement for all IT service related matters. I managed successful Project Delivery, ensuring effective project governance structures, QA, testing, resourcing, engagement and benefits realisation. I constantly sought to improve process for the IT Service area, shaping and influencing solutions and Service Design. Towards the end of this time I was promoted to GI Director where I managed the further IT teams (70+ staff total), additional duties included: IT departmental management and representation, budget ownership, resource planning, strategic direction and joining the GI area to wider Capita Insurance Services organisation.

Reading, United Kingdom

Responsible for all aspects of day-to day running of Scantrack's business; Leading delivery of mission-critical 24/7 IT systems and services to the healthcare sector. Each system supporting critical services within major hospitals in the UK, Europe and USA.Direct sales of IT systems to new clients, leading the sales team to win multiple contracts against fierce competition.Focussed on delivery of client-facing services, including complex contracts for the support and delivery of IT services against stringent SLA & delivery contracts to clients in the UK & globally using ITIL principles.Joined as Head of Service Delivery in 2008, rapidly promoted to Operations Director reporting to Chief Executive Officer, with full P&L control for Operations & IT Service delivery.Financial accountability for IT teams, supplier contracts, service management & project budget control.Leadership, management & motivation of a multi-functional team of IT, service & operational teamConducting evaluation of new technologies, maintaining competitive business edge.Ensuring ongoing compliance with strict quality, data protection, best practice & governance standards.Monitoring service delivery performance. Recruitment, appraisal, training, development and coaching of key business support staff .Established relationships with key suppliers, leveraging vendor capabilities & delivering added value. Strategic business development & Direct sale responsibilities, generating 'up-sell' business from existing customers.

Reading, United Kingdom

I ensured Scantrack delivered high quality IT services against stringent Service Level Agreements and delivery contracts. Focused on delivering improved service effectively and efficiently. Streamlined and modified SLAs to improve commercial clarity and enhance customer relationships underpinning up-sell opportunities.

London, United Kingdom

Service Transition Lead: BT/NHS NPfIT Promoted to lead successful delivery of all new services into live environment as part of the programmeLeadership, management and motivation of a team of Service Introduction Managers, including coachingSupported assembly of core programme components, including hardware, hosting and software deliveryActed as senior point-of-contact for service management consultancy by the London Health ProgrammeServiceTransition Business Manager Responsible for developing and instigating Business Operating Plan for the Service Transition directorate. Led transformation & translation of high-level strategy into working practices & processesDefined and introduced Critical Success Factors (CSFs) & KPI metrics for the service introduction areaSuccessfully negotiated & agreed OLAs with other Service Management (SI) directorates & stakeholdersServiceTransition Manager Responsible for leading projects for the successful delivery of 'Additional Services' into the live IT environment within the Healthcare system.Focused on proposition costing, SLA negotiations, supplier management & service model design.Effectively managed introduction of individual products into live IT service as part of the NPfIT programmeSuccessfully provided ongoing consultancy & coaching on all aspects of service delivery & management

Reported to the Head of Service Delivery, working in an outsourced environment for a utilities provider.Leadership & control of SM teams, performing release, change and configuration management activities.Supported a technical environment spanning diverse IT platforms, working with 3rd party sub-contractors.Utilised an ITIL-based service delivery management approach, aligning services with client requirements.Selected and procured Change mangement software, designed new Change Management process and instigated this onto the new software tool.

Various

Responsible for the provision of top-level service delivery management, working with a portfolio of clientsAppointed to effectively provide a response to customer requirements, including service design activitiesFocused on co-ordinating bid preparations, costing, service set-up, implementation and managementWorked with major clients including B&Q, London Electricity, AXA Insurance, Centrica, BT and FujitsuApplied an ITIL-based service management approach, utilising Xansa-branded processes and products

Responsible for P&L control of the provision of service delivery & support services for the B&Q accountFocused on effective delivery of a fully-outsourced service delivery environment for a leading UK retailerDirect management and control of two large support teams, utilising ITIL-based best practice frameworksMonitored service delivery performance, systems capacity, IT budgetary controls, SLAs and KPI metricsLed the development of procedures, standards and guidelines for the delivery of critical IT / IS services

Southampton, England, United Kingdom

Responsible for the provision of IT / technical support and applications development on the B&Q accountFocused on business-critical support IT services for B&Q's main replenishment, logistics and fulfillment systems.Role included leadership, management and motivation of a multifunctional IT team including: Technical Support & Development teams.Project planning, analysis, development, implementation & resource deployment management activitiesSuccessfully utilised ITIL service management frameworks, delivering enhanced IT support and services.

Uk

Requiremenrts gathering, IT solutions design and development

Portsmouth

IBM Mainframe Applications development and Support

Farnborough

IBM Mainframe Operations Analyst ,Tech Support

Mod Worthy Down

IBM Mainframe OP, Ops Support, PL/1 Programmer

Ond, Business Studies

Business Studies

Senior School 7 Gces, Senior School

recalcitrant schoolboy