Neil Reader Email & Phone Number

• Ensuring strong relationships were built and managed between the Technology and our internal customers specifically in regard to Technology operational services, issues and support.• Managed Service Partners contractual obligations with the priorities of the Business – optimising value and performance from our Service Partners• Accountable for all aspects of overall service management with the Managed Service Partners, driving stability & issues resolution to best protect the customer & business, closely managing major incidents and issues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues. • Monitored the overall level of service provided by Managed Service Partner/s – including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues or gaps, benchmarking to ensure best in class.• Ensured the agreement and operation of SLAs in respect of new services provided by suppliers, following their introduction.• Provide a focus for Contractual SLA management and customer satisfaction and productivity improvement.• Supported and drove IT operations towards improved performance and reduction in costs.• Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and Improvement Programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right method.• Management of IT budgetary Opex.• Ensured partners / vendors adhere to policies, procedures and standards.• Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

• Management of a large team including permanent employees and contractors, supporting 800+ HO staff , 200+ stores• SLA’s and OLA management & reporting.• Manage the service improvement plan to ensure that the end-to-end service delivery process delivers maximum value to the business.• Escalation point for all issues and requests, ensuring a consistently high level of customer satisfaction.• Asset management • Monthly yearly objectives/appraisals had to be done for individual members and groups.• Implementation of BI reporting & Trend Analysis on all aspects of the service desk to understand and improve service\support• Documented and implemented call monitoring procedures to ensure that standards within the desk were being maintained• Implementation and documentation of a continuous Customer Satisfaction Survey to ensure we are aware of our customers’ expectations• Recruitment and training of new analysts to the desk, also allowing them to cross train with other areas of the IT Support function to enable them to have a better understanding • Conducted Post Incident Reviews. Implemented\manage HO& Store peer groups each ¼ to maintain\improve service• ITIL and PRINCE standards were implemented where possible in day to day practice and projects.• Manage a subsidiary company of BT called Cyntergy 30+ techs, who have ownership of call management for all initial store calls• Re-designed and implemented new workflow flow process for Cyntergy & all suppliers.• Managed the relationship between Primark and the suppliers for its many solution.• Accountable for the delivery of vendor supplied services to contracted SLAs, monitoring performance metrics reported by vendor, and responsible for remedial steps.• Contract management