Nick Hynes Email & Phone Number

Winchester, Gb

Basingstoke, England, United Kingdom

I manage the IT Service Management system for The AA, ServiceNow, leading a team of off-shore development resources as well as taking on development work myself. I work closely with key stakeholders to prioritise and schedule regular enhancement and improvement requests from across the business within the key ITIL applications (Incident, Request, Change & Problem).I have also led projects to deliver a new customer portal, and a program of work centred around the CMDB and asset management, with Discovery and Service Mapping providing automated discovery of CIs.I have leveraged my background in Continuous Improvement to constantly seek out opportunities to deliver improvements and efficiencies, delivering additional benefits through the platform, including removing unwanted customisations, streamlining and standardising workflows, auditing forms and fields to improve customer experience and reduce error rates.

Southampton, United Kingdom

I ran the Continuous Improvement program within the University's IT department, identifying business issues and opportunities, working with teams to develop effective and sustainable business solutions and led improvement initiatives that delivered measurable/quantifiable benefits.I trained over 150 candidates from IT, HR, Finance and other departments in Lean Six Sigma White and Yellow Belt, followed by coaching and support for running projects and initiatives.

Southampton, United Kingdom

I led a Service Analysis and Improvement team within the Service Management team in the IT department of the University. This involved leading Service Improvement initiatives to drive efficiencies and improve customer experiences, as well as managing and maintaining the Service Management tool, ServiceNow, and expanding its usage across the Enterprise.To foster an Enterprise Service Management approach in the organisation, I led projects integrating HR, Finance, Student Services, Comms & Marketing and other business units into the Service Management tool to facilitate their enquiry management and standard requests, from requirement capture, through design and implementation to continual service improvement. I've also implemented the central Portfolio Project Management tool used by the PMO and enabled usage of Waterfall and Agile project management processes.I led Service Improvement initiatives that focus on process improvements around the core ITIL processes of Incident, Problem, Change and Config, including developing a Service Catalogue focused approach to ticket categorisation that facilities escalation paths and producing management information to key stakeholders such as Service and Business Owners to inform trend analysis and service improvement plans. Through these initiatives I helped drive down the Incident backlog, raise SLA attainment and First Time Fix rates, and improve the customer experience by utilising customer satisfaction survey responses.I also represented the University at multiple events, presenting at Higher Education and Public Sector seminars to demonstrate to peers in these sectors the initiatives and improvements I have led.

London, United Kingdom

I led an IT Service Desk, managing workload and ticket management prioritisation and leading process improvement initiatives to reduce backlogs and drive up first time fix rates by identifying high volume ticket types, upskilling and training the desk in handling these tickets through working closely with second and third line teams to provide relevant system access and documented knowledge.Working closely with second and third line teams I also identified and managed broader service improvement initiatives to reduce the overall incident volumes by improving staff account onboarding/offboarding processes, and active directory group and role structures to better manage folder access requests and reduce the instances of tickets being created for issues with access levels.

London, United Kingdom

London, United Kingdom

Bachelor'S Degree, Film And Video, 2:1

Film Production

A Levels, A-C

Igcses, A-C

Activities and Societies: All-Kingdom Band Representative (Tenor Saxophone), 1999-200110 International GCSEs