Richard Coughtrey Email and Phone Number

Managing Merger and Acquisition activities to form a new legal entity, encompassing the formation of new business support functions.M365 Service Owner, expanding usage and customer base of M365 collaboration toolset.ITSM Service/Product Owner for external customer facing service desk, repairs and logistics platform.- Manage in-house and external offshore development and operational RUN resources.- Manage Service life cycle, change/release, service budgets and monthly… Show more Managing Merger and Acquisition activities to form a new legal entity, encompassing the formation of new business support functions.M365 Service Owner, expanding usage and customer base of M365 collaboration toolset.ITSM Service/Product Owner for external customer facing service desk, repairs and logistics platform.- Manage in-house and external offshore development and operational RUN resources.- Manage Service life cycle, change/release, service budgets and monthly performance KPI reports.Partnering with the business, own the business relationship, provide advice and guidance on the strategic direction of the organisation, communicating IT initativesStrategic business advisor, capture, analyse and assess business requirements, develop, deliver and review solutions.Project management - Implementation of various IT/Cyber/UAS/M365 projects.Community of practice - Service Management, delivering service improvement initiatives. Show less

Digital Transformation Office, IT Business Partner.ITSM Service Owner / Product Owner for critical customer facing global Service Desk platform.ITSM harmonisation multi tenancy platforms.Manage Product Roadmap - strategic plan for the product and business deployment schedule.Project management - Implementation of various IT/Cyber/UAS/M365 projects.Community of practice - Service Management, delivering service improvement initiatives.Capture Non Standard… Show more Digital Transformation Office, IT Business Partner.ITSM Service Owner / Product Owner for critical customer facing global Service Desk platform.ITSM harmonisation multi tenancy platforms.Manage Product Roadmap - strategic plan for the product and business deployment schedule.Project management - Implementation of various IT/Cyber/UAS/M365 projects.Community of practice - Service Management, delivering service improvement initiatives.Capture Non Standard Requests, gathering business requirements, designing and delivering solutions.Manage the business relationship, provide advice and guidance on the strategic direction of the organisation, communicating IT initatives Partnering with the business. Show less

Responsible for 1st, 2nd and 3rd line support, Business Relationship and Field Engineering team, account administration, service transition, IT procurement, asset and configuration management processes.Developed and embedded systems, procedures, standards and controls to foster operational efficiency, monitor compliance, mitigate risks, and achieve functional area service improvements.Lead the migration of bespoke applications into the BMC Remedyforce - Salesforce platform with… Show more Responsible for 1st, 2nd and 3rd line support, Business Relationship and Field Engineering team, account administration, service transition, IT procurement, asset and configuration management processes.Developed and embedded systems, procedures, standards and controls to foster operational efficiency, monitor compliance, mitigate risks, and achieve functional area service improvements.Lead the migration of bespoke applications into the BMC Remedyforce - Salesforce platform with the introduction of a Self Service portal to deliver tangible business benefits and process efficiencies across the organisation.Work with business partners and/or leadership to understand and anticipate business and IT needs. Established and sustain a technical roadmap for the infrastructure in a cost effective, repeatable and rapid deployment framework. Develop integrated strategies, operating plans and measures for functional areas within IT and lead the day to day delivery of these services. Managing budgets, preparing cost/benefit evaluations and ensuring cost efficiencies. Show less

Responsible for Change, Service Transition and Problem Management processes.Review and relaunch the Change Management process within IT and the business, ensure all changes meet the required standards prior to Change Advisory Board (CAB) review and consideration.Responsible for ensuring business wide process adherence and streamlining (Removal of localised processes), driving efficiencies through operational management process redesign and reengineering, introduced major… Show more Responsible for Change, Service Transition and Problem Management processes.Review and relaunch the Change Management process within IT and the business, ensure all changes meet the required standards prior to Change Advisory Board (CAB) review and consideration.Responsible for ensuring business wide process adherence and streamlining (Removal of localised processes), driving efficiencies through operational management process redesign and reengineering, introduced major incident, request fulfilment, trend analysis and projects HOTS (Hand Over To Support) operational readiness processes.Act as single point of contact for all Change and Problem Management activities ensuring scope, impact, timescales, resources, conflicts, UAT approval criteria are agreed and planned appropriately to meet the objectives.Control and maintain the CMDB (Configuration Management Database) throughout the service life cycle, from initiation to retirement.Ensuring IT are compliant with all business and legislative policies - PCI DSS and PSN CoCo, carrying out audit and risk management identifying areas for service improvement and delivering solutions to achieve compliance - Provision of SCCM patch management schedule, communication, user acceptance testing and sign off. Show less

Provide Incident, Problem, and Change Management within the ITIL framework to support the Hertfordshire shared managed service contract to ensure restoration of IT service operation as quickly as possible to minimise the adverse impact to the business, ensuring the best possible levels of service quality and availability are maintained.Develop and implement the incident and problem management procedure, ensuring that all incidents and problems are recorded and documented with… Show more Provide Incident, Problem, and Change Management within the ITIL framework to support the Hertfordshire shared managed service contract to ensure restoration of IT service operation as quickly as possible to minimise the adverse impact to the business, ensuring the best possible levels of service quality and availability are maintained.Develop and implement the incident and problem management procedure, ensuring that all incidents and problems are recorded and documented with appropriate impact and priority fully managed throughout the incident life cycle.Develop and implement the change management procedure, ensuring that all changes are properly assessed and documented with appropriate back-out and recovery plans. With the authority to reject any changes which do not comply with risk assessment standards. Accountable for the production of all Incident, Problem and Change Management SLM and KPI reports. Show less

Project Manage the migration of 12000 Lotus Notes 6.5 email accounts and shared mailboxes to Microsoft Outlook 2010, coordinate user account and shared team mailbox migrations, client software installations, BlackBerry and PDA reconfiguration. Develop and deliver targeted communications, end user training, floor walking support, captivate training modules, FAQ's support documentation and user guides.

• Manage monthly service reviews with suppliers. • Monitor the performance of the Service Desk, analyse statistics and identify trends.• Proactively manage problems initiating and driving improvements or corrective plans.• Utilise Crystal Reports to create, develop, and prepare regular and Ad-Hoc performance management reports for the Service Delivery Manager and Senior Management Team.• Lead change management, assessing risk and impact; notifying the business of planned systems… Show more • Manage monthly service reviews with suppliers. • Monitor the performance of the Service Desk, analyse statistics and identify trends.• Proactively manage problems initiating and driving improvements or corrective plans.• Utilise Crystal Reports to create, develop, and prepare regular and Ad-Hoc performance management reports for the Service Delivery Manager and Senior Management Team.• Lead change management, assessing risk and impact; notifying the business of planned systems availability.• Lead Problem management, assessing impact and extent; notifying the business of unplanned systems outages.• Manage service launch for all new systems/applications ensuring operational support requirements are agreed and implemented prior to go live. Show less

Managed the Fire & Rescue ICT Service Desk, supervising, mentoring, and appraising multi-discipline support team, organised and prioritised workloads. Leading and project manage large scale implementations, replacing all desktop machines including mission critical ‘999’ command & control operators. Lotus Notes email upgrade to all F&R staff incorporating fire fighters shift patterns and limited availability. Planned and scheduled software deployments and training requirements of staff within… Show more Managed the Fire & Rescue ICT Service Desk, supervising, mentoring, and appraising multi-discipline support team, organised and prioritised workloads. Leading and project manage large scale implementations, replacing all desktop machines including mission critical ‘999’ command & control operators. Lotus Notes email upgrade to all F&R staff incorporating fire fighters shift patterns and limited availability. Planned and scheduled software deployments and training requirements of staff within fire stations. Ensuring mission critical fire stations were fully operational with resilient BCP systems available 24/7 by 365. Manage the on call support arrangements to achieve the blue light business objectives.Project manager and technical architect providing design advice and guidance for two new fire service vehicles. Fire ground Command & Control unit and the fire service exhibition vehicle. Preparation of Service Definition documents for the tendering of the Fire service vehicles managing, interview and scoring the tender presentation, award of the contract and managed the third party suppliers to deliver the specification on time and within budget. Provide technical training and documentation to front line fire fighters utilising the satellite equipment on the fire ground.Directed all ICT projects and 3rd party contractors, ensuring SLA’s were met and adhered to.Conduct analysis and develop improvement plans, to improve service levels and efficiency of the day to day IT services, delivering both improved services and lowering of calls to the Service Desk. Show less

To lead and undertake help desk interrogation, deliver high quality data analysis and management information reports.Monitor and report on service level statistics and KPIS for internal and external service providers, assisted with the development and implementation of service improvements.Provide technical advice, guidance, and training to the business to support the effective use of IT, enforcing corporate hardware and software standards across the business - assessing, evaluating and… Show more To lead and undertake help desk interrogation, deliver high quality data analysis and management information reports.Monitor and report on service level statistics and KPIS for internal and external service providers, assisted with the development and implementation of service improvements.Provide technical advice, guidance, and training to the business to support the effective use of IT, enforcing corporate hardware and software standards across the business - assessing, evaluating and appraising non standard exception requests. Show less

Successfully project managed a wide variety of network implementation, network server replacements, software deployments, desktop and laptop installations.Managed and coordinated the 3 year rolling PC replacement program, liasing with sponsors and stakeholders directing and supervising 3rd party resources ensuring work was completed accurately throughout the entire project life cycle.