Peter Ratcliffe Email & Phone Number

Manchester, United Kingdom

Wakefield, United Kingdom

Peter is responsible for defining and fulfilling Sharp’s IT systems and service requirements across the UK, leading a number of onshore and offshore teams. An experienced, commercially astute IT Service professional with strong leadership skills, his knowledge encompasses the entire spectrum of technical disciplines related to enterprise infrastructure and application support. His areas of special expertise include service design and transition, security, compliance, managed services, and multi-discipline team leadership.Since joining Sharp Peter has managed the implementation of a national CRM system, managed the integration project with the European SAP platform, managed the integration of the UK infrastructure into the European Domain structure and managed the project to acquire and refurbish the new Warrington offices and showroom.Key SkillsStrong Service Delivery Management Skills and experience working in managed servicesService design and transition, including service level and contractual agreementsStrong People Management skills, management of teams across all technical disciplines infrastructure and application supportManagement of cost control, profit and lossStrategic client relationship management – From IT manager to CEO Negotiation and influencing skills Ability to operate at all levels in an organisationITIL V3 Expert CertifiedISO27001 Practitioner Sharp Business Systems UK Plc offers a comprehensive portfolio of award-winning document management and display solutions to help organisations transform the way they engage with information. Sharp’s industry-leading MFPs and large production systems sit at the heart of integrated applications for digital transformation, while display solutions include video walls for immersive entertainment, digital signage and innovative interactive touchscreens for engaging presentations. Sharp helps its customers create, manage, visualise and share information, inspiring ideas from technology.

Bury, Lancashire

Equanet is a subsidiary of the Dixons Stores Group, one of Europe’s leading specialist electrical retailers and includes the PCWorld Business brand. The Equanet IT team provide IT support for the ERP system and Ecommerce platform that underpin the Dixons Group business to business channel. • Managed support for the Maginus ERP system, Oracle Data bases, Ecommerce platform and Business objects systems • Managed Incident, Problem and Change procedures ensuring robust processes are in place to reduce business risk and downtime.• Implemented IT services to the ITIL framework, incident, problem, change and SLM• Negotiated contracts and service agreements to reduce IT costs • Avoided Capex investment by technological innovation and contract negotiation• Reduced costs by more effective utilisation of resources• Restructured IT department to improve service satisfaction and reduce headcount• Ensured compliance with regulatory requirements for personal data and PCI• Maintanied ISO 27001 and 14001 accreditations • Aligned IT strategy to business growth requirements• Management of the IT budget of £1.8 Million• Developed highly effective relationships with key business stakeholders through regular meetings and strategic reviews of business IT needs• Improved the delivery of the IT services

TDG is a third party logistics and warehousing business with over 120 sites in the UK and sites across Europe. TDG has a mixed source model for IT services including in house specialist teams and outsourcing agreements with Computacenter, Serco and Cable & wireless.Matrix managed internal and external support teams to deliver desktop, telephony, application support and development services for 2000+ users in the UK and mainland Europe.• Developed highly effective relationships with key business stakeholders• Developed Incident, Problem, Change, Release, Capacity, Availability, major Incident management and IT Service continuity procedures.• Introduced Service Level agreements, Operational Level Agreements and Service Charters• Reduced incident volumes using problem management principles• Managed relationships with key third party suppliers, ensuring service levels were achieved, delivering year on year service improvement and contract price reduction. • Matrix management of supplier teams onshore and offshore• Changed perception of IT through improved engagement with the business• Ensured IT systems met regulatory requirements, including health and safety regulations• Ensured Continual Service Improvement through regular dialogue with business leaders • End user experience of the service was improved by listening to their complaints and introducing service improvements such as improved service levels from suppliers, user forums, self help guides and a password capture application

IKON is a leading reprographics and IT services and solutions provider with over 30,000 employees worldwide. The managed service division provides IT outsourcing solutions for customers across multiple business sectors.• Managed geographically disparate teams of up to 84 people• Implemented processes and procedures to improve customer experience• Achieved year on year service satisfaction, contract renewals and cost reduction• Managed P&L of £6 Million • Involved in successful tender responses for complex managed service contracts• Transitioned services for large managed service contracts across multiple industry sectors• Ensured compliance with customer and industry regulatory requirements• Maintained supplier accreditations and ISO9001 • Developed and implemented SLA’s, OLA’s and process manuals, ensuring that services were delivered following the ITIL best practice framework• Managed projects on behalf of clients including national rollouts

I Joined Rockliff in July 1994 as a Field Service Engineer for the Liverpool area and became Senior Engineer in late 1995. In August 1996 I was promoted to Site Supervisor for the Co-operative Bank contract, largely responsible for the success of this contract I was soon promoted to Service Delivery Manager. My responsibilities included day to day running of the contract, maintaining SLA’s, project management, resource management, staff development and contract development. During 1999 I was given responsibility for running other contracts. In 2002 I assumed full responsibility for heading up the service delivery team, using my ITIL knowledge to ensure my team compliment our clients best practice policies.

Manchester, United Kingdom

Field Engineer for area from Ormskirk to Dumfries Scotland.Became grade “A” engineer.Well respected by colleagues, customers and employer alike.Recognised as one of the best and held in high esteem.Head hunted to Rockliff in 1994.

Manchester, United Kingdom

Field Engineer for Preston, Fylde coast and Cumbria, carried out hardware maintenance for the Dixons Stores Group customers. Set company record for number of calls in a day 23.Left due to Redundancy.

Kendal

Moved from Sales assistant at Preston to Assistant Manager at Kendal BranchRecognised at an early stage as showing flair and promiseFast tracked through non-graduate management schemeTransferred to Mastercare in 1989, intercompany transfer