Paul Crow Email & Phone Number

London South East Colleges

Initially conducted a full review of the IT department including processes, technologies, skills and experience, department structure, security and leadership following the merger of Bromley College, Greenwich College and Bexley College. Created and implemented recovery plan, provided ongoing leadership and people management. Successfully managed and delivered a full programme of IT projects. • Baselined the effectiveness of the IT department by reviewing existing IT processes, skills and experience, technologies adopted, current ways of working and conducting interviews with users, senior stakeholders and every member of the IT department. • Created and executed a recovery plan to address immediate areas of concern.• Produced and published a comprehensive report which included over 70 recommendations.• Led the activities for successfully merging disparate IT teams through the introduction and management of a merger plan. • Introduced a disaster recovery solution to ensure all business-critical infrastructure and data could be recovered in the event of a disaster.• Restructured the IT department in order to enhance the collective support capability. • Introduced a new single integrated telephony solution which resulted in over £500,000 in savings.• Created and published College-wide Business Continuity Plan and worked with all support teams to create local Business Continuity Plans.• GDPR lead for IT Services and assisted Executive Director of College Services to ensure all departments become GDPR compliant. • Implemented several initiatives to improve the IT support capability including major incident management, performance management, documentation creation, incident management, change management, security management, risk management.

Accountable for the quality of services delivered by the CSO support teams including service desk, end user support, learning and teaching room support and software licensing. Budgetary responsibility (£4 million). Supporting a student user base of over 20000 (including international students) and over 3500 staff.

Milton Keynes, United Kingdom

Responsible for the development and execution of the IT strategy and the creation of a structured IT department. Implementation of ITIL processes, PMO, leadership and management, supplier and financial management. • Formulating, shaping and delivering company objectives in conjunction with the SMT. • Development and implementation of IT core standards and the formation of an IT department structure including ITIL, reward and recognition scheme, structured 121’s, improved employee and customer satisfaction, automation, knowledge transfer etc.• Definition and execution of IT operational strategy and roadmaps, aligning IT with core business objectives• Continuous improvement of IT systems, processes, security and services by identifying new opportunities and managing change effectively.• Recruitment, appraisal, training, development (coaching and mentoring) of direct reports and team members.• Project sponsor for infrastructure migration programme of works. • Implementation of numerous ITIL processes including Change, Major Incident, Problem and Asset Management • Provide leadership and direction for staff across the department, working to ensure the achievement of the plans set out in the IS strategy• Oversee the implementation of new Service Management Tool

Milton Keynes

• Provided visionary and steady leadership for the IT function during challenging times.• Led the IT function to ensure we delivered optimum services to the business on a day to day basis.• Accountable for the efficient and effective operating of Service Management, Service Operations and the Commercial departments within Information Services (IS). • Created and delivered the IT strategy, including engagement with directors, senior stakeholders and key suppliers.• Defined, co-ordinated and drove best-practice IT services. Drove development, technical systems support / infrastructure & managing services delivered to the organisation.• Ensured teams were effectively led, had clear objectives and hence team morale was positively nurtured.

Leicester

As Head of IS, l led the activities of the combined Central and EB IS teams to maintain a high performing team, with a strong emphasis on customer and employee satisfaction. I ensured the continued delivery of live service and service development. Maintaining strong relationships between the business & IT (with IS seen as a valued contributor) and assuring effective management of all outsourced activities.

Leicester, United Kingdom

Direct and lead the delivery and support of fit for purpose services to over 2500 users. Management of a £6 million IT budget with accountability for a workforce of 28 employees and 4 direct reports.

Leeds

Responsible for the successful delivery of end-to-end services on the NHS Spine account, which was a high availability, business critical environment. The NHS (NPFIT) account was the largest Civil IT project in the world.

Sheffield

Ensured operational delivery of all Critical Services for the NHS account. • Key contributor to the achievement of SLA targets via timely restoration of service following major incidents.• Initiated and delivered improvements to the Major Incident Management process and procedures through continuous Service Improvements Plans.• Collaborated with the Problem Management team to ensure prevention of repeat Major Incidents.• Matrix managed support teams (in excess of 200). • Managed strategic partners including off-shore based suppliers.

Chesterfield

Ensured successful delivery of all Products and Services for CSC key accounts.• Responsible for Service Level Management of multiple Services with a value of in excess £200m per annum.• Development, implementation and management of Service Improvement Plans to ensure continuation and future growth of existing business. • Restored customer confidence by consistently achieving 100% service availability. • Significantly improved the service delivered by first and second line support teams through proactive knowledge transfer.• Identified, implemented and managed Service Improvement Plans. • Created and maintained Service Level Agreements and Service Definition Documents.

Chesterfield

Responsible for delivering IT Disaster Recovery solutions for Business Critical Systems.• Developed plans which ensured successful recovery of critical finance, HR and payroll (SAP) systems.• Achieved service performance improvements and cost savings by management of 3rd party suppliers. • Introduced a new Office Recovery product resulting in a significant increase in revenue.• Ensured customer satisfaction and proactive problem management via regular service and technical review meetings. Quote from customer IT manager: “Paul did a 1st class job in restoring our confidence and retaining our business”.• Planned and co-ordinated successful disaster recovery tests.• Management of 3rd Party Suppliers.• Overall management responsibility for Disaster Recovery teams which comprised of over 30 personnel.

Education record

Education record

Life is good if you make the right decisions and treat people fairly and with integrity.