Richard Burt Email & Phone Number

Ringwood, England, United Kingdom

Tiger is a provider of Workplace Data Analytics. Experienced in helping companies from a range of sectors – including FS, legal, manufacturing, public sector, and NHS to understand their workplace data and equip organisational leaders with actionable insights.Get in touch on hello@tiger.iohttps://tiger.io/As the Head of Service Management I am responsible for 17 staff over 4 teams, accountable for delivering the Support Service to both customers and internal staff.

Poole, Poole, United Kingdom

Virgin Media has around 16,000 UK employees and owned by the Global Liberty Group. http://www.virginmedia.com/Responsible for managing the Service Providers that deliver the UK Virgin Media Mobile Service to circa 3 million customers. Service owner for circa 90 managed service providers and suppliers delivering the UK mobile service. Lead for security workstream, making sure all infrastructure is patched and vulnerabilities removed.Key Achievements:- Improved primary service provider performance using a combination of CSIP and structured reporting/management meetings.- Weekly and Monthly reporting awarded ‘Best in class’ by external BABT auditor. - Rewrote the primary providers contract to align to service delivered. - Implemented and managed a Post Incident Review (PIR) process for all P1 incidents.

Hook

Virgin Media has around 16,000 UK employees and owned by the Global Liberty Group. http://www.virginmedia.com/Responsible for managing Huawei (Front Office teams) and EE as the primary Service Providers delivering the UK Virgin Media Mobile Service to circa 3 million customers. Working within the larger Operations team, responsible for all front line and monitoring teams.Key Achievements:- Managed the relocation of Huawei support teams from the UK to Romania. - Wrote a managed service agreement to outsource three core functions (Service Desk and monitoring teams). Negotiated content and price of the contract.

Guildford, United Kingdom

BOC has 3,500 employees and is part of the Linde Group which has around 50,000 global employees. http://www.linkedin.com/company/1131432.Responsible for the UK and Ireland covering 140 locations and 3,500 end users with 16 staff based in 6 locations. Service owner for all end to end services. An outsourced environment with accountability for all supplier contracts including Service Desk, Server Infrastructure, LAN, WAN, Mobile and fixed telephony. Liaison between IS and the business. Key Achievements:- Improved end user satisfaction from 31% to 71%. Verified in 6 monthly user survey.- BOC Project sponsor and accountable service owner for move to new outsourced provider, introducing a fit for purpose contract and service levels that meet the business needs.- Client and Server refresh programme completed as sponsor and service owner delivering a new Windows 7 device to all users and a new virtualised server infrastructure.

Whiteley

NATS is a large organisation providing services to control airspace and airports. IS Manager for Head Office location near Fareham managing a team of 4 IS Analysts and responsible for the delivery of all services to 1,600 staff. Management of contracts with all suppliers to include cost savings and ensuring delivery. Escalation point and contact between the business and service providers. Budget responsibility for outsourced contracts. Key Achievements:- Managed Outsourced provider to meet Service Levels.- Accountable for the IS roadmap to ensure that customer requirements continued to be met.- Implemented new reporting processes in line with ITIL. - Created a presentation on the future services and delivered to multiple levels of NATS staff.

Worthing, West Sussex

The Valuations Office Agency has around 4,000 employees and is a sub department of HMRC which has around 80,000 employees in total.Responsible for the delivery of services to 4,000 staff and many external customers. Support is delivered through a mix of outsourced contracts and internal support teams. 4 direct reportees, a total of 31 staff comprising of a Service Desk, 2nd Line support, 3rd line support, Desk side support and an Operations Support team.Key Achievements:- Created and implement processes in-line with ITIL best working practices.- Coaching of management team to better motivate and manage their reportees.- Created 6 new job specifications and amended existing job specifications to make sure that each team member’s role was aligned to the business requirements.- Major contributor to VOA 2015 ICT Strategy transition programme to meet government targets.

Worthing, East Sussex

The Valuations Office Agency has around 4,000 employees and is a sub department of HMRC which has around 80,000 employees in total.Created a catalogue that exposed and made transparent all services that IT provides to the VOA. The primary items included are the high level description, agreed performance measures, the customers, business criticality, responsibilities, reporting and BC and DR provisions. Working with senior IT management and the business to identify content of the catalogue. Key Achievements:- Defined short falls in Disaster Recovery provision and created implementation plan to provide the required level of cover in the event of a disaster to meet the business needs.- Produced a Business Service Catalogue identifying core services consumed in the VOA.- Created the template and process for the Catalogue to the ITIL model. The Service Catalogue was agreed with the VOA Operations and Performance Board.

The British Foreign and Commonwealth Office provides services for UK nationals abroad and visitors hoping to come to Britain in 175 countries around the globe.Requirement capture from stakeholders and existing contract for a major re-procurement programme. Re-procuring company Desktop/Server support supplier and the ERP tool (PRISM). Responsible for defining the key requirements of the business based on criticality and cost. Define what are core, optional or possible requirements through stakeholder engagement.Key Achievements:- Produced a High Level Business Requirements document.- Produced detailed requirements specification outlining the future services needed by the FCO.- Requirements defined to meet the ITIL v3 Framework and the Government ICT strategy.- Exit management strategy for the incumbent supplier.

The British Foreign and Commonwealth Office provides services for UK nationals abroad and visitors hoping to come to Britain in 175 countries around the globe.Managing a major supplier providing all the FCO’s IT requirements for over 18,000 users in 251 locations spread across 175 countries. Contact point for all escalations and issues/problems with third party suppliers for service issues and will take ownership of such issues through to resolution. Budget responsibility of £24.6M. Service Improvement owner.Key Achievements:- Worked with supplier to drive the customer satisfaction rating from 61% to 94% over 6 months.- Negotiated contract updates and changes with suppliers to benefit the FCO with sustainable cost savings of around £1.8M per annum.- Detailed proposals produced for IT department senior management outlining further cost savings and areas of the contract that could be improved or altered to benefit the FCO.- Amended and approved ITIL processes produced by the supplier to improve service, these included a formal ‘complaints, comments and compliments’ process as well as major incident management and escalations processes.

Bournemouth, United Kingdom

Cobham is an aerospace company dealing in the repair and maintenance of aircraft as well as some defence contracts with approximately 750 employees. Responsible for the running of the IT department, supporting 6 UK and 1 European site. Annual Budget responsibility for entire company IT spends. 14 staff all as direct reportees split into 5 teams – Service Desk, 2nd/3rd line support, network support, database support and developmentKey Achievements:- Reduced annual IT department spend by over 10% at with no affect to service.- Implemented ITIL processes into existing and new support areas.- Implemented ITIL standards in line with new support tools – LANDesk and Touchpaper.

Worked in various roles at Barclays. Service Desk Manager, Service Tansformation Manager and a Service Performance Manager.

Started as a Helpdesk Technician and worked my way up to running the Helpdesk, which moved to another company location and resulted in redundancy.