Leading the Office of the CTO for the Government and Transport Sector

Part of the IT Service Management team delivering ITIL and best practice consultancyCreated Storage strategy for asset management companyCreated a service improvement roadmap for European wide law firmCreated Service Definitions and delivery requirements for major Telco cloud computing platform

Overall responsibility of IMSL delivery into area internal systems team (AIS) for over 5,000 users in the UK and IndiaOwnership of industrialisation programmes for IMSL Part of the IMSL management team for the UK and GroupCreation of Steria UK IT strategy and Technical Roadmaps and ensuring delivery of integration projects value of £5k - £1mEnsuring 3rd party cost and internal delivery are correct and recovered from various internal sources value £5m+ a yearEnsuring SLA adherence from internal or 3rd party teamsImplementation of number of service improvement plans to increase SLA and CSAT Monthly presentation to CIO of Steria UK on SLA performance and progress of Technical Roadmap and Service Improvements activitiesLead for projects to increase IMSL capability and footprint within current Steria accounts and sectorsPart of team that created a Global delivery centre capability in IndiaLead representative of IMSL with other deliver agencies in the UK, Poland and IndiaPart of the proposition governance group to increase IMSL service offeringsShort term secondment (4 months) to education agency account as Programme Manager to successfully deliver a data centre relocation project, implementation of government secure blackberry environments and programme of network enhancements to increase application and end user performance

Overall responsibility of Steria's service delivery into the government department against agree SLA and service credit regime for 3500 end usersLine manger for a team of 12 engineers, consisting of three teams- Desktop, 2nd line Server support and remote engineers delivery a Windows XP and resilient Exchange environment to 3500+ UsersAllocation of resources for day-to-day service delivery, project support and ad hoc customer requests.Ownership of creation and delivery of Service Improvements plansInvolvement in the migration project from on site Novell environment to a centralised Active Directory and Exchange 2003 environment.Assistance in the introduction of the Service Management components of HP Openview/Service desk including those for the management of Requests for Service, Change Requests and Incident Reports.Liaison and reporting to customer team and Steria on site management.Member of the Operation Change Management Board.Management of internal 3rd line support teams to ensure allocated work is completed as required.Capacity management for onsite storage and data centre SAN.

Management and total ownership of Elan's Hardware, Networks and Data Centre hosted resources, ensuring high availability to Elan's 750 Users in 25 offices in the EMEA region.Successful project management (using the Prince2 methodology) of the migration of multiple NT and Exchange 5.5 environments to a single Active Directory and Exchange 2003. .

Team leader for team of 6 IT Support Analysts.Overall responsibility for St John Ambulance Network and Server InfrastructurePart of the team that successfully implemented a migration project for all core applications to a centrally managed Citrix XPe solution.Project managed the implementation of St. John's network connecting 42 separate offices across the UK for the first time.Oversaw the implementation of ITIL Service Delivery structure for the IT Helpdesk.Technical lead in the installation of an Active Directory design, and administration for the project.

2nd/3rd line support role to 500 users across the UK.

1st/2nd Line support role for 50 users within the London District office supporting Windows 95,98 and NT4 desktop operating systems

This was my first role from full time education;