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 modelling, cyber assurance, data assurance etc.) combined with continual service improvement.Historically responsible for multiple ITSM Functions, including Service Desk, Incident/Request Management, Problem Management, Change Management, Transition Management and Major Incident functions, deputising for Head of Service Management.

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.• Acted as central point of contact for service escalations during major outages and incidents.• Attended the Change Approval Board and Problem Review Board.• Performed 121s, performance reviews and disciplinary meetings.• Collaboration with other teams to implement a self-service password reset tool reducing call volume and reducing downtime to end users.• Conducted supplier management reviews with mobile telecoms providers to ensure changing business needs were catered for and objectives achieved.I also managed the Client Infrastructure Team for one year (maternity leave cover) and was responsible for the desktop estate in the UK, UAE, IR and ZA regions, supporting over 1500 users. I project managed a PC deployment, on time and on budget with no interruption to service.I originally joined Page Group on a 3 month contract to assist on the multi region Service Desk, soon being made permanent and then promoted, leading teams within service delivery areas.

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 Service areas over a 7 days week (weekend escalation)• 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 empower users with knowledge. • 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