Peter Hodgkinson Email & Phone Number

Manchester, England, United Kingdom

• Responsible for the people and resource management of the TR team within the wider Transition Readiness and Implementation Management team (TRIM), to deliver services into the live environment whilst protecting.
• Implementation of a new training portal
• Implementing a new global governance process
• Team maturity - Implementation of CSat surveys, standardisation of procedures, training, and induction manuals
• New monthly check in form for TRIM team introduced for clear information shared with people leaders
• Introducing Power BI to support and share key team KPI’s and metrics

Manchester, United Kingdom

• Responsible for day-to-day line management of 18 staff members in regional locations to ensure local offices are provided with onsite IT support to the highest levels.Achievements:
• Mentoring/coaching team members to achieve professional development objectives
• Supporting my team through a restructure
• Task automation, enabling the team to deliver critical BAU tasks
• Defined and lead the successful project delivery of:o Manchester and Gibraltar office moveso Collaboration and KB consolidation to a centralised space
• Leading bi-annual stakeholder meetings to distribute key business impacting information

Manchester, United Kingdom

• Responsible for ensuring core underlying storage availability for the UKAchievements:
• Successfully reviewed and updated all support documentation stored on the SharePoint collaboration site
• Update and improve daily checks procedures to drive efficiency
• Successful creation of a new ServiceNow dashboard to show a clear and concise view of all Incidents, tasks, and requests
• Creation of a backup DR test plan for key services, providing proactive monthly testing per key service all year round, and feeds directly into the wider ITS DR planResponsibilities:
• Manage the running of daily service checks are carried out, alerts are reported to the wider storage services team and action is taken to remediate

Manchester, United Kingdom

• Responsible for ensuring projects have a smooth transition into the live environment with major emphasis on the impact of “Service Operation” teams.Responsibilities:
• Assess and understand the requirement of each project to then determine how this will impact Service Operations teams and whether the impacted teams can absorb this new project into their BAU support. Ensuring there is.
• Ensuring that all impacted team are well briefed on upcoming changes, all support processes are agreed with operational teams, and where required impacted areas of the business receive clear communication prior to go.
• Taking full responsibility of the tasks related to transition, and ensuring that all tasks are completed in full, ensure where new impact risks are identified they are raised to the project Manager/team.
• building up of strong relationships within ITS, project teams and within the business to ensure that the service provided meets or exceeds expectations. The building of strong working relationships is key to providing.

• Responsibilities:
• Full responsibility for the Manchester office, which has over 650 staff. Monitoring Incidents ensuring they are answered and actioned within guidelines set in the service level agreement; Setting an example for the.
• Provide 2nd line support for the Manchester office, ensuring that all incidents are investigated and resolved within the SLA set, tasks include support of all applications, Microsoft as well as bespoke tax/Audit and.
• Working with the team to make sure that all troubleshooting documentation is up to date and uploaded to the team’s knowledge base, Regular review of documentation as software and hardware change.
• Ensuring all IT assets are up to date within the asset management and end of life equipment is disposed of correctly.
• Full responsibility for the team and the successful support of the office. Other responsibilities include support for Partner Conferences, SharePoint Champion Role - responsible for the upkeep on the team’s SharePoint.

IT operational support manager for the field support services team.

Leadership/Supervision: Full responsibility for the Manchester office, which has over 600 staff, supervising a team of 3 Technical Analysts, delegating the jobs to ensure all tickets are completed within deadlines as set in the service level agreement. Monitoring calls to make sure they are answered and actioned within guidelines set in the service level.

Responsibility: 1st line (IT Helpdesk) and 2nd line (Regional Onsite) support in both the Manchester and other offices around the UK as required. Also responsible for installation of numerous software applications (bespoke and standard), maintaining servers, backup/restore of data, hardware support, network support and telephone support. (VOIP)