Paul Sullivan Email & Phone Number

Experienced Service Delivery Manager/ITIL Certified Change Management Practitioner who thrives on ensuring the service is delivered with the highest level of quality whilst balancing demands of customer expectations, corporate compliance, delivery speed and high throughput of work. A deep knowledge of Service Management processes and procedure, and natural collaborative style, not only contribute to a successful work environment but also combine to ensure a positive customer experience and that stakeholder needs are met.Core offerings include:* Delivery Excellence / Change Management - Delivery of service continuity and management of interruptions for 5,500 end users located in 15 countries in Asia Pacific; management and ownership of Incidents, Service Requests and Changes annually; deployment and integration into the Support Service of mini initiatives and new company implementations up to 50 days in duration.* Vendor Management – Management of 3rd party vendor (Fujitsu) where the delivery team is located offshore (Manila), engagement with SDM and offshore team to ensure service is delivered according to agreed Statement of Work; regular trips to Manila for relationship building and workshops to improve the quality of the service delivered.* Service Management – Management of quality IT services that deliver value to customers by facilitating the outcome to meet their needs and expected costs; management of the service according to internal processes and procedures ensuring fulfillment of corporate and Sarbanes-Oxley (SOX) obligations.* Disaster Recovery Testing - Planning, coordination and execution of annual production system DR tests; reporting of results and recommendations to key internal and external stakeholders; providing comfort to IS and business management that the business impact of a service interruption can be minimized by the implementation of a successfully tested continuity strategy.

Listed skills include It Service Management, Business Process, Change Management, Sap, and 15 others.