Phil Abraham Email & Phone Number

Bristol, United Kingdom

• Leading Resolutions is an independent consultancy designed for CIOs to accelerate key initiatives with certainty of outcome. Through our highly experienced and respected consultants, who share our ethical approach, we.
• Senior Interim Management assignments
• Leading Service Management transformation programmes across a diverse range of business sectors
• Design and implementation of SIAM (Service Integration and Management) frameworks to support outsourcing
• Implementation of customer centric Service Management strategies and solutions to enable organisations to deliver operational excellence to their business
• Focusing on the cultural and organisational requirements necessary to transition clients from a technology biased organisation to being truly service focused

• Reporting to the VP for EMEA, responsibility for designing the IT Operating Model for the EMEA operating markets and Centres of Excellence
• Creation of an IT ‘life cycle’ Operating Model with associated principles, operating standards, key processes, implementation roadmap and critical success factors
• Maturity modelling, definition of roles and responsibilities across IT and the Business and organisational design options
• Responsibility for process design and mapping for all key IT components in the new operating life cycle
• Facilitation of design workshops in order to define operational ways of working with core IT teams
• Definition and publishing of role profiles, key competences, training / development programs and associated materials

• Lead Service Management Consultant for ICI's Global IT transformation programme
• Development of an ITIL driven Service Management programme to cater for the regional to global transition of IT services
• Development and implementation of a Service Management 'life cycle' catering for service demand through to ongoing service delivery
• Introduction of an enhanced level of Supplier Management in order that they deliver services which align to the evolving ICI Service Management model
• Introduction of Service Management 'best practice' through ITIL, development and implementation of key ITIL processes and communication of downstream benefits to key stakeholders
• Introduction of Service Readiness process to manage Service Management demands from the project funnel to ensure optimum support capabilities once handed over into live.

• Provided Management Consultancy in order to assist with the expansion and maturity of Vodafone’s aggressive demand management discipline
• Introduced tailored ITIL aligned Service Management processes in order to align Service Management division to the project management life cycle and to mature the Service Readiness process.
• Provided relationship management for senior level stakeholders in order that the downstream benefits of the programme were articulated

• Providing Service Management best practice (including ITIL) consultancy
• Lead the benchmarking, service capability analysis, organisational capability and maturity analysis of the ‘as is’ operation
• Create service improvement roadmap and supporting plans
• Undertake ITIL based process development and implementation
• Deliver ITIL based training and awareness and stakeholder management.

• Global Service Delivery Manager providing key interface between Global IT function and business units across the globe
• Responsible for the quality of IT services delivered to the organisations global manufacturing / bottling plants, global wine businesses and PLC board members
• SLA management, service performance reviews and continuous service improvements
• Creation of a Global IT Operating Model in support of the global transformation programme and associated adherence to SOx
• Led the programme of work required to implement ITIL best practice (including training) across all global IT functions
• Undertake stakeholder management up to and including CEO level

• Various senior positions held over the employment period, which included Head of Service Management, Senior Business Services Manager, Senior Operations Manager and Senior Service Delivery Manager

Various positions held over employment period at AXA which includes the following, Production Services Manager, Operations Manager and Operations Analyst.