Nathan Wright's Location
Long Eaton, England, United Kingdom, United Kingdom
Nathan Wright's Contact Details
Nathan Wright work email
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Nathan Wright personal email
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About Nathan Wright
I am a seasoned IT professional with over 18 years of experience in Service Operations, Project Management, and Service Delivery roles. I have held various senior positions across both public and private sectors. In my current role as Head of Support Services at Sodexo, I manage multiple teams to provide BAU (Business As Usual) support while also leading numerous projects across different domains and regions.My extensive industry knowledge, gained from working in diverse organisations, has helped me build strong relationships and develop key skills. This enables me to effectively connect and communicate with clients and third-party vendors to deliver high-quality services and project outcomes. My resilient attitude allows me to seamlessly integrate into complex environments, eliminate ambiguity, and foster collaboration and coordination.
Nathan Wright's Current Company Details
Nathan Wright Work Experience Details
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Head Of Support ServicesSodexo Oct 2022 - PresentManchester Area, United Kingdom
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Senior Digital Service Delivery ManagerSodexo Jun 2022 - Oct 2022London, England, United Kingdom
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Service Delivery ManagerC. Hoare & Co. Aug 2021 - May 2022London, England, United Kingdom -
Resilience SpecialistExperian Apr 2020 - Aug 2021Nottinghamshire, England, United Kingdom -
It Service And Programme Delivery ManagerExperian Dec 2019 - Apr 2020
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Service Delivery ManagerSmart Dcc Jun 2019 - Dec 2019 -
Head Of Incident ManagementSmart Dcc Jul 2018 - May 2019Nottingham, United Kingdom• Responsible for the government regulatory reporting on major incidents.• Accountable for planning and coordinating all the activities required to perform, monitor, and report on the Incident management processes.• Remediate deviations from the process across the supply chain.• Act as the operational escalation for incidents within operations.• Accountable for the timely status updates and communications to stakeholders. • Accountable for the development of post incident reviews and evidence mitigation to prevent repeat failure.• Attends Change Advisory Board (CAB) or Emergency CAB board meetings.• Establishes continuous process improvement cycles where processes are found to be lacking or inefficient.• Accountable to ensure the Incident management processes are being performed to a high level of quality and it meets associated Service Level or Operational Level Agreements (SLAs/OLAs)• Defines suitable OLAs as and when required.• Identify potential problems and/or increasing trend of repetitive Incidents.• Responsible for Incident Management resource planning, forecast, management.
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Siam Service ManagerNhs Business Services Authority (Nhsbsa) Apr 2017 - Jun 2018Newcastle Upon Tyne, United KingdomActing as a consultant to support business transition to a new operating model. • Creating processes and policies based upon ITIL best practice whilst supporting the business needs for agile methodologies. These formed contractual requirements that were used to outsource IT services and in source functional areas. • Implementation of a new service management tool set, to be used as the single point of contact for IT Services.• Undertaking data analysis, creating recommendation reports to support current BAU as well as the future operating model.• Design a Service Desk to utilise core SIAM processes.• Develop and maintain relationships both internally and externally.• Acted as transition manager in the migration of key functional areas. -
Service ManagerEnsek Nov 2016 - Feb 2017Nottingham, United KingdomService Manager -
It Services ManagerNhs Supply Chain Jul 2014 - Nov 2016Management of the Service Management function, incorporating: build, run and strategic responsibilities in line with ITIL best practice methodologies.Responsibilities include:-• Working closely with Resolver Groups to ensure BAU service requirements are managed and delivered.• Ensure consistent and comprehensive service take-on for new IT Services.• Act as an escalation point for Business and IT representatives.• Produce accurate and timely Service Management reporting in time for consolidation into an Executive report.• Conduct and participate in regular service reviews with internal and external service providers.• Communication to the business on unplanned outages, policies, service arrangements, changes and projects from the regional and global teams. -
Senior Major Incident ManagerCapita Feb 2013 - Sep 2014Derby, United KingdomResponsible for the verification and resolution of major incidents adhering to the Major Incident Management process. Key responsibilities include:-• Resolution of major service outage as timely and effectively as possible.• Ownership and co-ordination during the major incident life cycle between all lines of service.• Delivery of internal and external communications during major incident life cycle ensuring regular, consistent and accurate updates provided to all parties.• Escalation to both business and technical management where appropriate to exact the required response.• Create post Major Incident Reports which begin the Problem Management process and subsequent Problem Management Review between internal, 3rd party vendors and client support areas to establish incident root cause and preventative actions.• Co-Management of the team 24x7x365 rota.• Monthly management reports for distribution amongst Service Managers.• Monthly Team Quality Scoring.Key achievements to date: High level Dashboard:SLA/KPI objective indicators used to drive Service Improvement. Performance indication per analyst to drive personal development plans for future objectives. -
Problem ManagerCapita It Services Sep 2013 - Jul 2014Derby, United KingdomResponsible management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures. Key responsibilities include:-• Analysis and reporting of incident trend data to identify and eliminate root causes.• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the infrastructure.• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organisation and manage issues through to resolution.• Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.• Facilitating and coordinating technical meetings.• Leading and facilitating investigations into high impact faults.• Managing root cause analysis between technical teams.• Initiating actions to fix interruptions to service.• Production of statistics and reports to demonstrate performance of the Problem Management process.• Responsible for the transition of proactive problem management to offshore services developing process and procedure.
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Infastructure Support EngineerCapita It Services Aug 2012 - Jul 2014Ruddington, Nottingham• Monitoring and resolution of support call queues, ensuring SLAs are adhered to. Ensuring implementation, adherence to and maintenance of defined policies and procedures. Ensuring compliance with IT Security Policies. Providing fault resolution and escalation where necessary.Maintaining and producing documentation for support proceduresSupport of Backup and Recovery procedures.• Liaise with third party software/hardware suppliers or maintenance suppliers where necessary• Ensure accurate and detailed event recording in call handling system including peer reviewing and quality checking of tickets and entries• Provide technical input into internal project teams, both within and outside own functional area where necessary• Maintain up to date awareness of developments in IT industry and identify how appropriate ones can be applied to customer organisations
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Remote Support SpecialistCapita It Services Jan 2011 - Aug 2012Nottingham, United Kingdom Promoted to Remote desktop support specialists team Team responsible for Incident reduction & trend analysis Trend analysis for all Capita Accounts Presentations Processes creation Site visits Scripting and automation Technical escalation for large ITIL managed service department for 1st & 2nd line support staff
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Team LeaderCapita It Services 2010 - 2011Promoted to team leader for team of 12 technical support staffExtreme Strict SLA's/KPI's with associated service chargesSla's for telephone/Incident/Service Request/FTFMeeting with 3rd party's to ensure level of service is kept to a high standardService reviews with gold class clients, implementing service improvements for gold class clients Improved SLA achievement due to dedication to staff and improved MI121's pdp's staff motivationImproved MI to gain an understanding of failing SLA's, daily MI to whole team on achieved SLA's
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Remote SupportCapita Apr 2008 - 2011 Responsible for the 2 head offices in the east midlands for Capita IT Services. Dealing with the senior management team on a daily basis. Responsible for managing the distribution of procured equipment. Worked within a team resolving incidents supporting multiple platforms.
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Service DeskCapital One 2006 - 2007Nottingham, United Kingdom1st line support
Nathan Wright Skills
Service Delivery
Itil
It Service Management
Incident Management
Technical Support
Sla
Problem Management
Project Delivery
It Operations
Managed Services
Outsourcing
Citrix
Service Management
Transition Management
Software Documentation
Group Policy
Call Centers
Customer Satisfaction
Contact Centers
Offshoring
Bpo
Call Center
Workforce Management
Itil Process
Kpi Dashboards
Performance Dashboards
Dashboard
Six Sigma
Act
Dmaic
Pdca
Coaching
Service Level Agreements
Management
Service Desk
Change Management
Kpi Reports
Continuous Improvement
Nathan Wright Education Details
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Broxtowe CollegeElectrical Engineering & Communications -
Fernwood Comp
Frequently Asked Questions about Nathan Wright
What company does Nathan Wright work for?
Nathan Wright works for Sodexo
What is Nathan Wright's role at the current company?
Nathan Wright's current role is Head of Support Services.
What is Nathan Wright's email address?
Nathan Wright's email address is na****@****.nhs.uk
What schools did Nathan Wright attend?
Nathan Wright attended Broxtowe College, Fernwood Comp.
What skills is Nathan Wright known for?
Nathan Wright has skills like Service Delivery, Itil, It Service Management, Incident Management, Technical Support, Sla, Problem Management, Project Delivery, It Operations, Managed Services, Outsourcing, Citrix.
Who are Nathan Wright's colleagues?
Nathan Wright's colleagues are Micha Ravel, Deepak Gautam, Jack Jones, Constanza Franulic Ampuero, Vera Lucia, Emilie Cassar, Patti Kocis.
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