Pat Mccorry Email & Phone Number

London, England, United Kingdom

I was able to implement my experience of ITIL processes to formulate and document a service ‘wrap’ around a highly important new customer facing product. This was a hybrid team of FCA resources along with 3rd party development and delivery teams.Key Achievements• Develop a product service ‘wrap’ to dovetail with existing FCA processes (Incident, Change, Release, Problem)• Manage a hybrid (FCA/3rd party) development delivery team in line with business requirements.• Conform to all aspects of the Release Cadence process from development candidates to release into Production.• Service Readiness preparation for Senior ManagementMy responsibility was to document and test the processes as below:• The overall support model – Ensure end to end definition and coverage of all components requiring support, conforming to existing FCA measures• Incident Management – Define an initial triage / high level team to understand any issues that may be reported. Assemble the correct resolving parties or escalate to other resolving teams as appropriate.• Change Management – Prepare all respective changes to a level of detail acceptable within the existing change management process. Identify other dependant / 3rd party resolving groups required and monitor change through to implementation and completion. • Release Management – Develop and follow a highly detailed step-by-step guide for release cadence, ensuring all teams and individuals are aware and responsible for the tasks required prior to candidate release.

London, England, United Kingdom

London

Brentwood

During this role as Senior IT Service Relationship Manager, I exhibited decisive and proactive leadership over designing and executing continuous improvement strategy within the internal company and external client companies. I successfully built and sustained congenial relationship with all technical resolving teams to increase performance efficiency. I played a key role in developing the external 'voice' of the technical teams to client base, providing concise details related to releases, changes, and maintenance activities. I utilised strategic acumen in leading change process, measuring impact to customers and their applicable SLAs, while ensuring service hours not impacted unnecessarily. I delivered exceptional services to 40+ clients across funds, pensions and wealth, and internally within several UK locations along with Ireland, Luxemburg, India, Thailand, and Canada.• Optimised performance on quotation engine in effective co-ordination with a relevant parties to investigate and control multiple possible causes.• Delivered technical support to client in installing new version of remote access software and resolving security issues across client base.• Provided daily 'scrums' across technical teams to advertise, gain involvemen, track and resolve current high priority issues.• Managed individual risk logs per client, working through to resolution in line with organisational standards.

London / India

I worked on the separation of the DLG Mainframe business (UK and International) from the parent company's infrastructure (RBSG) to Capgemini data centres. I efficiently provided a service 'wraparound' to ensure that the migration program engages with appropriate run teams during key planning stages. I assured the engagement of third-party vendors and support agents throughout the project to provide heightened awareness of support during key elements of cutover. I contributed in regular and RUN SDMs/IDMS meetings to discuss 'worry-beads'.• Ensured excellent offshore support service delivery for the DLG operations.• Engaged and efficiently managed the third-party vendors to achieve common goals.

Farringdon / Rotherham / Aston / Mumbai / Bangalore

I effectively delivered the database services including establishing backup and recovery procedures, providing a secure database environment, and monitoring database performance to Rotherham data centre. I continuously monitored the provided environment, with service levels closely aligned to availability, page load times and incident resolution to ensure seamless execution of project operations. I built and strengthened strategic relationship with third-party vendor and stakeholder, primarily for the internet link provisions from the data centre.• Reduced the hosting costs for client by tracking and implementing a physical to virtual project.• Sole outsourced resource on site, being front and centre to client issues.

I assured strict alignment with organisational policies and procedures across all UK offices for the client for the provisioning of deskside support, service desk, and ITIL aligned functions of incident /problem management. I developed and maintained relationships with the client delivery managers, with a highly collaborative approach for service provision. I expertly performed Conducted trend analysis to resolve issues, whether application based or regional. I continuously monitoring of call progression from initial contact, through to chases, resolution and aged calls, which Increased client satisfaction.• Delivered strategic direction to a nationwide team of deskside analysts, along with an internationally based help desk, to minimise the recurring incidents through implementation and use of a knowledge base.

I successfully bridged a communication gap interface between HR, PeopleShop, and service delivery team for the client accounts. I designed the review cycles in accordance with year-end and performance rating calibration exercises. I conducted interview of the incoming candidate for the department to increase service line. I managed all aspects of several TUPE situations ranging from providing incoming staff with the experiences and progress opportunities within Capgemini to protecting the outgoing staff.• Spearheaded delivery centre operations ranging from application of internal processes to the management and progression of staff member for teams, to performance reviews and grievance/disciplinary hearings.