Phillip Yeadon Email & Phone Number

North Tyneside

Live Services. Children and Families Product Development Unit. Children, Retirement and Counter Fraud. Digital Group. DWP.

North Yorkshire

In depth service management and projects expertise. Strong people management, coaching and communication skills. CSI for Digital services and operational effectiveness. Digit Solutions Ltd is focussed on delivering world class leadership and consulting services designed to unlock and release value for Digital organisations.

A member of the Delivered Business Services management team with significant budgetary responsibility and accountability for the delivery of IT services into a major utility company.Operating within a multi-national, outsourced IT environment including offshore IT service provision.Managing a number of major outsourced ICT contracts for the delivery of IT application services.Driving continual service improvement utilising a SIAM model for delivery and working in conjunction with a multidisciplinary and highly specialised service team.

Service operations, ITSM consulting and project management services.

Managing project work streams as part of the SAP sustainability programme team.

Manchester, United Kingdom

Interim management of functions within the Client Services department.- Shared Service Desk- Operations- Problem and Knowledge Management- Service Asset & Configuration Management- Service Reporting11 direct reports and matrix management responsibilities for an additional 30 FTEs from the Service Desk 'skills base'.Input in to ongoing strategic initiatives;- Transformation Programme;- Customer Services Excellence- Service Management tool replacement

Scarborough, England

Contract to project manage the delivery of a global production platform (GPP) from design to pilot. The scope and purpose of GPP being to fulfil sales orders for hibu's media products and services, including websites, photo videos, magazines and advertising etc.Project deliverables included workflow processes and application software (using scrum methods), Infrastructure for pre-production and production environments, global file transfer solutions, business intelligence reporting, as well as GPP interfaces with order capture and billing systems. Additional work streams involved project integration with hibu's existing service management and business continuity approaches.

Leeds Area, United Kingdom

Managed day to day service operations through the service function, service desk, infrastructure and applications support personnel. Responsibility for the CAB and change management. Project managed the service improvement programme to develop and document best practice processes and procedures.Replaced the internally hosted legacy service desk tool (BMC Track-It) with new SaaS solution (Hornbill myservicedesk.com).

Wilmslow, East Cheshire

Service Management assignments and provision of formal ITIL V3 Foundation training courses for Pink Elephant's clients in the UK.

Providing interim management and coaching for a small team of Service Desk and Technical Support staff. Initiating and scoping a service improvement project encompassing process design, supporting documentation and detailed procedures.

Cheshire, United Kingdom

As a trusted associate of Pink Elephant, worked with Barclays Bank to improve request fulfilment processes and tools. Following the initial on-site assignment continued to work with Pink Elephant to develop the business relationship, produce related service proposals and attend client meetings.

Reporting in to the ITS Directorate, this role involved managing the Service and Support department of 47 people, covering all aspects of the service lifecycle. The Service and Support department provided services throughout the entire organisation for the benefit of over 20,000 end users.

Manchester Area, United Kingdom

Reporting to the Programme Director and managing the service-stream of a comprehensive ICT Transformation Programme. This involved managing projects to improve and design new service management processes and deploying a full LANDesk Service Desk solution.

Scarborough, England

Reporting to the Head of Service Management this role involved managing the Services function (15 people) and service improvement projects. Produced business cases and plans, managed supplier selection and software procurement processes and managed internal staff and external consultants to design, configure and deploy a global Service Management solution (assyst) across the entire organisation.

Scarborough, England

This role involved managing service improvement projects to implement best practice and improve service management capabilities in the UK, US and India.

Reading Area, United Kingdom

This role involved managing multiple teams within the Support Services function. Managing staff responsible for access control, problem, change, release and configuration management and ensuring operational processes were integrated and aligned to ITIL good practice and underpinned by the department's ITSM solution (Remedy). Additional responsibilities for SLM and Information Security.

Reading Area, United Kingdom

Reporting in to the Senior Management team. Responsible for hands-on management of all major incidents impacting Yell IT services. Co-ordination of technical, operations and applications personnel and customer comms. Also managed problem management process and small team of problem analysts conducting reactive and proactive problem management.

Reading, England

Fully adopted and adapted ITIL (v1) and established a single point of contact for all Yellow Pages computer users as mainframes were replaced by client-server technologies and the Yellow Pages field-sales force became increasingly reliant on IT services. Managed a small team of Helpdesk professionals.

Reading, England

In Yellow Pages, assisted the Service Support manager implement and integrate ITIL (v1) Helpdesk and Problem management processes and replaced the Service Management tool with assyst (classic) from Axios. Subsequently responsible for assyst administration activities.

Reading Area, United Kingdom

In Yellow Pages, responsible for answering the Helpline and producing weekly and monthly service performance reports and statistics. Automated paper-based procedures by implementing an early Helpdesk software solution (Fernhart).

Reading Area, United Kingdom

Within the Yellow Pages Network Services department, provided first-line network and desktop support.

Reading, United Kingdom

Initially worked in a customer contact centre before transferring to the Electronic Yellow Pages (EYP) project team (EYP was a fore-runner to Yell.com).

Wargrave, England

A range of customer service and retail oriented tasks as well as undertaking general horticultural activities.

Wallingford, England

Student psychiatric nurse. Geriatric ward.

Post Graduate Certificate, It Service Management

PG Cert in IT Service Management

Certificate In Management, Business Administration And Management, General

Certificate in General Management

Gce A-Levels, English, History And Sociology

Activities and Societies: Vice President of the Students AssociationGCE A Levels