Nick Hackney Email and Phone Number
Nick Hackney work email
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Nick Hackney personal email
An ITIL Expert-accredited IT professional, with proven sustained track record in Service Operations and Delivery. Many years practical experience in the fields of Problem, Change, Major Incident Management & Service Desk, as well as people management. Demonstrates well-developed problem-solving skills as well as the ability to recognise, manage and resolve challenging situations promptly and effectively, whilst always considering stakeholder needs, costs, and value.Key Skills:-Communication - To all levels, internal and external, verbal and written-Process & best practise – Certified ITIL Expert-People management – Mentoring, coaching, realising potential and aspiration-Continual Service Improvement - constantly striving for innovation & better, slicker ways of working, with focus on cost, value & quality, and always with service in mind-Dynamic quick thinker, who works at pace-Positive and confident in approach, seeking optimum outcomesRecent Career Highlights: -IT Employee of the year 2022. -Introduced successful monthly maintenance/release window, aimed at optimising core systems availability, and providing more visibility and collaboration for the businesses and stakeholders. -Implementation and embedding of effective processes and procedures across the IT function, essential in gaining and maintaining ISO 27001 and cyber essentials accreditations. -Reduced Major Incident volumes by more than 50% over the past 18 months, as well as almost eliminating repeat Major Incidents.-Met and surpassed availability targets for the past three years.
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Group It Service ManagerNationwide Platforms Sep 2019 - PresentLutterworth, Leicestershire, GbAccountable for delivery of Problem, Change and Major Incident Management across the Group, comprising three main regions – UK, Italy, and Middle East. Key responsibilities for UK Service Desk, supporting 31 depots, for managing communications and other key outputs across the businesses, hosting Change Advisory Board meetings, and ensuring systems availability. Further responsibilities for vendor management and financials.
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Second Line Support Engineer & Process AnalystMercedes Amg High Performance Powertrains May 2019 - Aug 2019Northamptonshire, Gb -
Major Incident & Problem Management - LeadTravis Perkins Plc Sep 2015 - Dec 2018Northampton, Northamptonshire, GbResponsible for leading a team of 24/7 management-level professional Major Incident and Problem Managers, supporting 80% of Travis Perkins Group, consisting of over 20 brands and almost 2,000 sites. Accountabilities around prompt management and communication of all Major Incidents for four of five group divisions, for providing executive updates, as well as reassurance and confidence to senior stakeholders, colleagues and businesses. Further management responsibilities for decision making, executive-facing reporting, vendor management, and Problem Management activities - including critical root cause investigation and attainment, and incident reduction, through multiple trend analysis methods, and identified tracked initiatives – often linked to quality, knowledge or process improvements. -
Itil Senior Problem ManagerTravis Perkins Plc Apr 2014 - Sep 2015Northampton, Northamptonshire, GbCore responsibilities for the management of the lifecycle of all identified Problems, and to minimise and mitigate any adverse impacts on the TP businesses and critical services. To proactively prevent recurrences of Major Incidents and bulk incident volumes, through thorough root cause analysis, trend analysis, and tracked improvement initiatives. Constantly seeking to ‘shift left’ and reduce incident volumes, costs, while considering value and colleague and customer experience.
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Senior Knowledge EditorComputacenter Mar 2013 - Apr 2014Hatfield, Hertfordshire, GbFirst appointment to a new Knowledge Management function, reporting into the global director. Core responsibilities for developing and defining global processes and procedures, and building a UK team, across multiple sites. Further important responsibilities around developing a global multi-lingual tool, capable of meeting process, contractual, and other key operational client and internal knowledge requirements. Key involvement in business take on activities, knowledge capture and projects, including creation of knowledge bases for multiple critical customer accounts. Primarily responsible for the publication, and ongoing review and maintenance of all knowledge content in the knowledge base, as well as establishing key links and feeds from other functions, such as Problem Management – as defined in the Knowledge Management process. -
Team Leader - Desktop SupportComputacenter Jan 2011 - Mar 2013Hatfield, Hertfordshire, GbLine management of a team of 15 second line and request analysts, covering multiple critical customer accounts. Responsibilities for staff recruitment, monitoring, appraisal, and adherence to KPIs, OLAs and SLAs. Further responsibilities for succession planning and commercial forecasting. Regular involvement in due diligence, business take on, and project work. Successful and highly-recognised management of critical project to transition internal second line services from the UK to Spain.
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Problem Management - Delivery ManagerComputacenter Feb 2010 - Jan 2011Hatfield, Hertfordshire, GbLine management of a team of 12 Problem Analysts. Full accountability and responsibility for Problem Management process implementation and delivery, for delivery of services to 30 critical customers. Responsible for regular staff appraisal, mentoring and performance monitoring. Key involvement in BTO and due diligence, and regular customer-facing meetings. Further responsibilities for staff recruitment, budget, succession planning, KPI measurement and sensitive SLA attainment.
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Problem AnalystComputacenter Feb 2008 - Feb 2010Hatfield, Hertfordshire, GbOn a proactive level, responsible for analysis of incident data, and identification of trends, recommendations and initiatives, with the aims of reducing incident volumes, identifying and addressing process flaws, improving quality, and also identifying types and volumes of incidents which could be fixed at an earlier stage of the incident lifecycle. (Shift-left/Pass12T) On a reactive level, responsible for the professional management, documentation, and prioritisation of business-impacting Problems, and for identifying, controlling and resolving Known Errors, and chairing and facilitation of regular customer and internal meetings to review and progress key issues.
Nick Hackney Skills
Nick Hackney Education Details
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University Of HullEconomics & Business
Frequently Asked Questions about Nick Hackney
What company does Nick Hackney work for?
Nick Hackney works for Nationwide Platforms
What is Nick Hackney's role at the current company?
Nick Hackney's current role is Group IT Service Manager at Loxam Powered Access Division.
What is Nick Hackney's email address?
Nick Hackney's email address is np****@****ail.com
What schools did Nick Hackney attend?
Nick Hackney attended University Of Hull.
What skills is Nick Hackney known for?
Nick Hackney has skills like Incident Management, Service Management, Itil, Problem Management, Management, Team Management, Service Desk, Itil Certified Expert, Sla, Itil V3 Foundations Certified, Leadership, It Service Management.
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