Peter Cuffe Email & Phone Number

Cramlington, Gb

Stockton-On-Tees, England, United Kingdom

Reporting directly to the Customer Services Director, this is a major operational role with significant business responsibilities across all operational and service teams, with multiple direct lines covering:● Service Management for Global Operation Services● Live Service, including Service desk, and Field Resource Control● ITIL Operations (Incident & Major Incident Management, Problem Management, Change Management, Knowledge Management, Service Transition, Continual Service Improvement)● Owning the ITIL Continual Service Improvement plans, and roadmap for the function, prioritised via stakeholder engagement; driving transformation strategy● Produce SLAs and KPIs reporting against business agreed Process Success Factors, ensuring Cubic meets its contractual obligations, from a service and operational prospective.● Quality Control & Audit, ensuring process implementation, adherence and governance● Working with Senior Leadership team and customer programs, to create a highly effective, integrated Operations team by a setting a clear strategy, goals and objectives for the functions● Developing, implementing and embedding the Operating Model for the assigned functions, ensuring best fit with the wider Cubic strategies and plans, meeting business needs, and demonstrating value for money● Being a visible leader across Cubic, particularly with the Customer Services and IT Operations teams offering active support and engagement to help them deliver excellent Services for the business● Developing, implementing and embedding appropriate processes and procedures that underpin fast, effective and reliable IT service delivery, whilst maintaining the absolute minimum of bureaucracy● Effective succession and recruitment planning, active career development, and strong performance management of all Service Operations staff in line with business needs

United Kingdom

• Reporting directly to the Operations Director, a major operational role with significant business responsibilities across all operational and service teams• Lead, motivate and deliver key ITIL functions• Accountable for multiple ITIL processes, ensuring governance and adherence of the process’ within the business; inclusive of:- Service Asset & Configuration Management- Continual Service Improvement- Knowledge Management- Major Service Outage & Major Incident Management, 24x7 Operation- Problem Management- Change Management- SIAM ITIL functions- Operational Board Reporting, SLA Management• Historical transition of business process; inclusive of- Quality Management, CSAT- Service Transition- Sales Validation• Lead and deliver key transformation initiatives with relative autonomy, escalating and seeking guidance as required; inclusive of;- Relationship, Innovation and Strategic Development- Inter Business Service Supply- ITIL Process & Frameworks- DCS Inter Business On boarding Management• Drive the service & operational function to deliver against Group, Team and individual targets in line with company objectives• Establish collaborative working practices, review, implement and drive strategic roadmaps which deliver continued service improvement and increase customer satisfaction• Creating an environment that facilitates high performance and collaborative working• Establishing and defining a clear strategy, aligned to company goals and objectives• Developing, reviewing and implementing the Operating Model• Developing, implementing and embedding ITIL processes and procedures that underpin fast, effective and reliable service delivery• Establishing and maintaining highly effective and collaborative working relationships• Effective resource, development and succession management planning to maintain highly effective and operational team• SLA. OLA & Financial management of the function including cost models and cost centre budgets

Northumberland, England, United Kingdom

• Reporting directly to the Services Director, this is a major operational role with significant business impacting responsibilities across Daisy Group operational teams, accountable and responsible for:• Creating an environment that facilitates high performance and collaborative working across the whole organisation• ITIL process management, ensuring adherence and governance to ITIL process within Daisy Group; inclusive of:- Change Management- Major Incident Management, 24x7 Operation- Major Service Outage Management, 24x7 Operation- Problem Management• Departmental budget control and governance; rate cards and functional forecasting• Governance of ITIL process performed through internal teams or service partners• Liaising with key stake-holders to develop, evaluate and implement new working approaches and methodologies• Driving continuous improvement across people, process and technology whilst establishing and maintaining relationships

Northumberland, England, United Kingdom

Northumberland, England, United Kingdom

Wynyard, England, United Kingdom

Team Valley Trading Estate, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Stockton-On-Tees, England, United Kingdom

Gnvq (Intermediate & Advanced), Information Technology, Merit

6 Gcse'S, English, Mathematics, Science, C