Mike Thomas Email & Phone Number

Coventry, United Kingdom

I was accountable for the smooth delivery and transition of new, changed or retired IT applications and services by ensuring an appropriate level of business engagement, planning, communications and due diligence has been undertaken prior to deployment. Working within a Scaled Agile Framework, I was involved early in the project life-cycle and engaged with the relevant teams to plan, and align with Agile ways of working as well as instilling ITIL best practice. In addition, I negotiated suitable handover and Early Life Support processes including training and documentation which ensured a continuity of service as new applications and services were introduced.

Developed, implemented & maintained the Technical Service Catalogue within ServiceNow, delivering accurate service support data on over 1200 services & systems.Authoring & upkeep of over 900 knowledge articles to provide Service Desk with effective incident handling instruction.Managed the transition of project delivery into business as usual support using defined processes and best practice standards, to mitigate incidents, errors and reduce hypercare duration.Proactive liaison with Project Managers and technical teams during Project Delivery lifecycle.Subject matter expert for service transition to project teams and support teams ensuring a single source of the truth, consistency and repeatability.Continuously improved the knowledge management process, making best use of the ServiceNow toolset.Adherence to strict timescales to meet project delivery deadlines.Fundamental understanding of and adherence to the incident, change and problem management processes.

IT Project Support covering Business Change, Business Liaison Communications and post project support frameworks for 'business as usual'

Business Implementation Team Responsibility for the production of the Business Implementation Plan document for the 'Asset Performance and Efficiency' Project.Documented the project success criteria.

Business Change and Communications Liaison with Seniors Business Managers to affect and influence business process change during the replacement of the Finance and Purchasing systems.

Full responsibility for all administrative aspects of the office including the management of two staff.Financial budget maintenance Company business insurance contract renegotiation.Implementation of new system of record keeping for the company's commercial vehicles.Responsible for new user I.T. account configuration.Produced and implemented the company's I.T. policy.

Controlling and being responsible for event and conference production, design, venue sourcing, staffing and client liaison.