Paul Wright Email & Phone Number

Rochester, GB

I originally joined on a FTC to support the Service Management functions (Service Desk, Problem Management, MI incident etc.) and was offered a role after 6 weeks of joining, taking on more responsibilites. I eventually led the SM Team, EUC Team and part of the Application Support Management Team, but now focus mostly on assurance activities, (threat.

London, United Kingdom

• Managed multi-disciplinary teams and provided leadership to a team of 12 on operational issues, within a Microsoft environment.
• Collaborated with Service Desk Coordinators ensuring sufficient resources available to meet demands, SLAs, operational trends and business continuity.
• Ensured quality standards were met and exceeded whilst adhering to agreed ITIL processes.
• Monitored all processes and documentation as part of an ITIL best practice continual service improvement review.
• Provided senior management reports, identifying risks, changes, problems and achievements using agreed performance.
• Ensure performance was in keeping with business objectives and the underlying service strategy.

Chatham, Kent

• Managed a team of 17 over three UK sites, including First Line Application Support, 2nd Line Desktop/Application Analysts, IT Security and Infrastructure Support in a pressured banking environment, supporting Customer.
• Providing daily management reports and attending daily stakeholder meetings.
• Performed 121s, performance reviews and disciplinary meetings
• Attended the Change Approval Board and Problem Review Board

New Malden, Surrey

• Managed a small team (three people) and outsourced partner, ensuring all inbound issues were fixed or escalated during a global transition to a new system, managing resources commensurate with need.
• Maintained legacy systems during a transition to replace core applications, writing basic scripts to automate many processes resulting in headcount reduction.
• Established relationship with outsourced provider to help transition Service Desk functions, creating and delivering a training programme to external company whilst performing a Service Level Manager role for 12 months.
• Established a call reduction programme resulting in £500,000 cost saving by amending security permissions on print servers (allowing users to self-serve) and implementing a ‘How do I?’ decision tree process to further.
• Implemented an infrastructure of subject matter experts to negate calls to the outsourced Service Desk, further reducing call volume and costs.

Education record

Education record