Nick Widdowson Email & Phone Number

Luton, Gb

Luton, England, United Kingdom

Managing the Service Desk team which provides support for over 1500 staff covering 7 sites and home/mobile workers.Managing deployment projects which have tight integration with the Systems, Networks and Desktop, CIS teams.Developing, managing, reviewing and assessing the effectiveness of the service desk systems and ensure the effective development of self-service offerings.Developing and maintaining a comprehensive training program for ICT services including documentation, classes and online training.Managing software library & licensing.Continuous Service ImprovementChange Management process owner.Asset Management process owner.Budget control.

Monitoring and controlling project expenditure, Liaising with service providers to secure resource for the project Monitoring and controlling the work of project staff performing tasks Monitor and control expenditure on each budget to ensure only valid costs are receivedDeveloping and maintain strong relationships both internally and externally in order to achieve project objectivesCollating and producing reports for review in line with project requirementsCoordinating resources in line with project plan to meet project requirementsUnderstanding and applying project methodology principles to work in order to achieve successful project outcomes.

Hatfield

Responsible for the creation and maintenance of critical people metrics that align to time on task and cost model. Keeping the team up to date with IT industry standards as appropriate to the role. I ensure that service operations run within allocated service revenue and resources work within timesheet rules and procedures. I have a good understanding of the technical support aspects of the job, especially around O365 and Windows 10, providing extensive reporting and support for Mobile Device Management and End User Computing. I am increasing efficiency via service improvement and automation, ensuring a central repository for knowledge management is in place, maintained and leveraged in line with company standards.

Hatfield

• Responsible for the allocation of BAU and project work requests across the Analyst pool.• Complete management of team including; vetting, recruitment, induction, staffing levels, training and development, full performance management and day to day administrative tasks.• Responsible for time booking and charging across the Analyst Pool.• Responsible for delivering the Analyst operation within the cost model.• Responsible for forecasting of all BAU and Project work on a monthly basis.• Responsible for creation and adherence of key metrics to identify areas of analyst improvement which includes training needs, quality issues, under or over utilisation.• Acceptance of New Business into the Analyst pool during and following AIS activity.• Act in accordance with Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.• Owner of a comprehensive cost reduction plan through shift left activities.• Champion for automation agenda to improve effectiveness and productivity and reduce cost.• Carry out regular service reviews with all customers focusing on performance levels and continuous service improvement.

Hatfield, United Kingdom

• Managing technical staff.• Mentoring & developing staff.• Managing customer relationships.• Setting and reviewing staff objectives.• Managing SLAs and KPIs.• Queue / workload management• Managing shared service delivery models• Cost reduction via PASS12T• Risk assessment & reduction

Hatfield

Hatfield

• Responsible for the allocation of BAU, TRS and work requests across the Analyst pool.• Manage a team of Analysts ensuring account allocation and coverage. • Complete management of team including; vetting, recruitment, induction, staffing levels, training and development, full performance management and day to day administrative tasks.• Responsible for time booking and charging across the Analyst Pool.• Responsible for delivering the Analyst operation within the cost model.• Responsible for creation and adherence of key metrics to identify areas of analyst improvement which includes training needs, quality issues, under or over utilisation.• Acceptance of New Business into the Analyst pool during and following AIS activity.• Delivery and scheduling of project activities from within the Analyst pool.• Responsible for the interface into the account managers for work allocation or any issues identified.• Act in accordance with Information Security Policies and report any potential or actual Security events or other Security risks to the organisation

• Managing training programmes and delivering training to Team Leaders and Customer Executives.• Identifying, owning, driving and managing the delivery of critical and complex Transformation projects.• Owning relationships with training providers and driving training needs and delivery.• Building relationships across other business areas and working with other departments and teams to deliver projects, get buy in and ensure impact is minimised.

Milton Keynes, United Kingdom

• Acting as a single point of contact for complex queries.• End to End Incident Management• Monitoring progress.• Assigning responsibility• Managing customer expectations. • Providing feedback to all stakeholders.• Performance improvement. • Providing training and mentoring to other team members.

• Providing effective leadership to a team of 12 junior managers. • Delivering excellent Customer Service. • Leading staff through change. • Performance analysis and reporting. • Maintaining access levels to IT systems. • Dealing with HR issues. • Developing and coaching staff.

• Managing relationships with key external stakeholders. • Employer engagement. • Providing marketing advice and materials. • Project management and support for national youth unemployment project. • Change management. • Acting as an information custodian.

• Strategic planning for the Integrated Offender Management programme. • Project risk analysis and assurance. • Commissioning of treatment programmes.• Project Management. • Change management. • Analysis of all project data and reporting up to a Ministerial level. • Maintaining a comprehensive support library

• Leading a team of 20 staff across 2 business functions. • Ensuring critical business areas functioned at all times. • Motivating, developing and mentoring staff. • Supporting through periods of change. • Quality assessment and maintenance. • Performance improvement. • Managing change to key areas of the business

Education record

Ba(H), Modern English Studies