Ravinder Sidhu Email and Phone Number

• Responsible for managing the Global Deployment teams covering all UBS locations - directly manage 8 PMs and approx.. 150 engineers rolling out thin client bundles• Built and maintained key relationships with vendors and stakeholders holding regular service reviews• Key involvement in RFP/RFQ for HW and Services as part of the firms strategic view• Overall responsibility and management of the distribution of Surface Pro devices to UBS employees• Manage the relationships between… Show more • Responsible for managing the Global Deployment teams covering all UBS locations - directly manage 8 PMs and approx.. 150 engineers rolling out thin client bundles• Built and maintained key relationships with vendors and stakeholders holding regular service reviews• Key involvement in RFP/RFQ for HW and Services as part of the firms strategic view• Overall responsibility and management of the distribution of Surface Pro devices to UBS employees• Manage the relationships between UBS and the vendor partners – ensuring contractual agreements are met and service is maintained• Responsible for managing the CAPEX for the Deployment Stream – USD $20m for Services and USD $110m for Hardware• Cost savings of USD $2m on effective use of resources across multiple transformation initiatives • Cost savings on HW spend by approx. USD $3.5m by reusing and distributing devices globally• Process Governance – responsible to oversee any new processes put in place fully engage the deployment teams and vendors globally• Always looking at initiatives to improve the needs of the customer and improve EUX• Engaged a HW reseller to manage the disposal of legacy assets, gaining residual value in excess of $1m as a benefit Show less

• Responsible for managing the UK, US and APAC Deployment support teams• Vendor Management - running regular reviews and ensuring KPI's are met• Process Governance – responsible to oversee any new processes put in place fully engage the deployment teams and vendors globally• Managed an offshore team in the planning and scheduling of deployments• Chair daily/weekly service management meetings• Oversee service operational activities of the Projecto Incident & Problem… Show more • Responsible for managing the UK, US and APAC Deployment support teams• Vendor Management - running regular reviews and ensuring KPI's are met• Process Governance – responsible to oversee any new processes put in place fully engage the deployment teams and vendors globally• Managed an offshore team in the planning and scheduling of deployments• Chair daily/weekly service management meetings• Oversee service operational activities of the Projecto Incident & Problem Managemento Governance of change control related to the A3 Programo Reporting daily/weekly/monthly reports and statistics to senior management and stake holderso Maintaining RAID for full visibility of identified risks and remediation plans• Liaising with senior management and stakeholders across the business to maintain agreed levels of service and implement improvements where necessary• Facing off with senior management – Providing updates up to Group Managing Director/CIO level Show less

• Oversee service operational activities of the Project• Incident & Problem Management• Governance of change control related to Exchange project• Reporting daily/weekly/monthly reports and statistics to senior management and stake holders• Maintaining RAID for full visibility of identified risks and remediation plans• Liaising with senior management and stakeholders across the business to maintain agreed levels of service and implement improvements where necessary• Chair… Show more • Oversee service operational activities of the Project• Incident & Problem Management• Governance of change control related to Exchange project• Reporting daily/weekly/monthly reports and statistics to senior management and stake holders• Maintaining RAID for full visibility of identified risks and remediation plans• Liaising with senior management and stakeholders across the business to maintain agreed levels of service and implement improvements where necessary• Chair daily/weekly service management meetings• Review post migration incidents, ensuring improvements are driven to reduce impact on BAU support teams• Manage vendor relationship and oversee their activities/progress – Perform regular service reviews• Review post migration incidents and SLA's to ensure optimum service• Manage the service transition with the BAU support teams, ensuring full visibility and knowledge is transferred Show less

Key Achievements:- Returning an under-performing service desk into a successful department through reviewing and identifying areas for improvement as well as having it expanded globally across the UK, EMEA, APAC and Americas- Involved in building a new team from ground level to over 70 people within a 1st/2nd/3rd line capacity globally, overseeing the migration process and ensuring we meet tight deliverables- Implementing a run book to ensure all processes are followed as… Show more Key Achievements:- Returning an under-performing service desk into a successful department through reviewing and identifying areas for improvement as well as having it expanded globally across the UK, EMEA, APAC and Americas- Involved in building a new team from ground level to over 70 people within a 1st/2nd/3rd line capacity globally, overseeing the migration process and ensuring we meet tight deliverables- Implementing a run book to ensure all processes are followed as well as preparing a range of documents such as learning guides, SharePoints and knowledge bases- Part of a management team responsible for overseeing the Windows 7 migration project which includes approximately 105,000 assets globally, delivering it with minimal risk and in accordance to operational principles and objectives- Appointed to review, recommend and implement improvements within the BAU Service Desk Responsibilities:- Playing a lead role in the management of service improvement initiatives to facilitate the achievement of KPIs, and SLAs including implementing ITIL best practice standards - Facilitating the successful delivery of key IT services through the management of third party suppliers, including HP and working with them to drive down costs and improve service - Managing the complete lifecycle of major IT infrastructure projects and providing support while ensuring all processes are following and documented - Conducting regular internal reviews to monitor progress of ongoing projects, dealing with any risks or issues that arise and reporting both results and level metrics in both internal and external meetings- Establishing and maintaining effective channels of communication with business partners and IT supply organisations, internally and externally while representing the IT organisation on service management boards Show less

Key Achievements:- Responsible for the management of 3rd Party Service providers including participated in service quality meetings and discussed any incidents while ensuring quality service delivery and value for money- Demonstrated expertise in using Avaya ACD Call Management System (CMS) for extensive monitoring and reporting. Working closely and managing the vendor to ensure the successful installation of the Avaya IP system globally on behalf of the project-… Show more Key Achievements:- Responsible for the management of 3rd Party Service providers including participated in service quality meetings and discussed any incidents while ensuring quality service delivery and value for money- Demonstrated expertise in using Avaya ACD Call Management System (CMS) for extensive monitoring and reporting. Working closely and managing the vendor to ensure the successful installation of the Avaya IP system globally on behalf of the project- Improving the efficiency and reputation of the service desk, making it an integral part of the service support platform- Improving the first call resolution rate from 40% to approx. 75% through constant process review, re-education and cross training of service desk analystsResponsibilities:- Fully accountable for incident and problem management with the aim of achieving optimum capacity and availability of business critical systems- Motivated team members across APAC, US and UK regions, to enhanced levels of performance, ensuring the stringent specifications and deadlines of work tasks are achieved as well as adherence to best practices - Provided a professional first point of contact for the resolution of any IT related problems that arose involving extensive interaction with various business sections on a daily basis - Pro-actively reviewed change requests as well as ran regular KPI reports in order to analyse and identify areas of failure and where improvements were required Show less

Key Achievements:- Defined KPIs for Incident, problem, change and configuration management and reporting criteria to ensure proactive work flow for the service deskResponsibilities:- Provided day to day management oversight for the service desk operation to ensure incidents, service requests and escalations to IT management were dealt with in a timely fashion- Maintained the knowledge base, regularly added and updated the required information in addition to cleaning… Show more Key Achievements:- Defined KPIs for Incident, problem, change and configuration management and reporting criteria to ensure proactive work flow for the service deskResponsibilities:- Provided day to day management oversight for the service desk operation to ensure incidents, service requests and escalations to IT management were dealt with in a timely fashion- Maintained the knowledge base, regularly added and updated the required information in addition to cleaning old material - Mentored, motivated and supervised team members and influenced them to take positive action and accountability for their assigned work in addition to conducted performance reviews - Identified and met the individual training needs of the team and coached them to facilitate the achievement of objectives and KPIs - Analysed data from the Service Desk system and utilised this to prepare analytical reports and KPI monitoring reports as well as implemented improvements to prevent reoccurring incidents Show less

Key Achievements:- Contributed to the business effectively through updating Service Desk scripts in order to capture the correct information which aided in an increased first time resolution- Exposure to SAP and SAP Portal, ensured the business had minimum downtime to Accounting, HR and Procurement systems and dealt with AXON (3rd Party) in times of service disruption- Identified and maximised opportunities to improve the overall performance of company operational… Show more Key Achievements:- Contributed to the business effectively through updating Service Desk scripts in order to capture the correct information which aided in an increased first time resolution- Exposure to SAP and SAP Portal, ensured the business had minimum downtime to Accounting, HR and Procurement systems and dealt with AXON (3rd Party) in times of service disruption- Identified and maximised opportunities to improve the overall performance of company operational processesResponsibilities:- Oversaw the daily operational activities within the department as well as all high level incidents across the TfL estate which included Surface, Corporate and London Underground transport- Collaborated across departments and functions to ensure a prompt response to any issues that arose and to facilitate the achievement of customer requirements and SLA’s - Worked collaboratively with all team members to ensure they understood documenting procedures as well as the goals and business targets whilst worked together to achieve this - Conducted extensive reviews on incident trends as well as to evaluate effectiveness and identify issues for resolutions in addition to periodically having reviewed processes and procedures to ensure the correct level of service was provided and identified reoccurring incidents Show less