Team lead managing a team of engineers operating nationally in the UK

Single Point of Contact between Field and Lifecycle Services ISP's for certain national accounts and the Account Teams.Management of escalations and issues raised against responsible accounts.Analysis and review of current process requirements in order to deliver the service and provide potential improvements where required.Involved in Moder Workplace adoption through analysis of engineer skills, account specific constraints and creation of generic and account specific roles.Creation of skill and role templates for use on global accounts to aid standardisation, where possible, of engineer skills and roles required to be delivered by engineers within the Global Field and Lifecycle Services business units.

• Management of a team of Engineers, both scheduled and unscheduled, to support and maintain a number of devices and services for various customers located across the London Region o Unscheduled works plan creation and engineer assignmento Analysis of daily activities including failed, cancelled, and successful tasks from previous day’s activitieso Daily calls with both Engineering and scheduling reviewing both yesterday and today in order to identify and record issues affecting service delivery• Review of previous days Productivity, Utilisation and Effectiveness• Review of Engineers daily schedules and task assignedo Analysis of activities and suggested times• Identification of trends based on actual tasks rather than planned tasks• Liaising with Service and Event Services Management around impact of service issues• Service Improvement Identification and suggestions• Resource Scheduling• Training needs identification and implementationo Weekly Operational reviews: • Review SLA failures and what could be done to prevent them moving forward• Review of open Issues raised on Daily callso Bi-weekly Maintainers Meeting with Customer and their 3rd Parties to review any maintenance issues around the CIS element of our contractual supporto Monthly Service Review Meetings with Internal Service ProvidersOther responsibilities and involvements when required include:• Service Management• Incident Management• Problem Management• Service Transition

Customer Information Services Technical Manager and Subject Matter Expert for Computacenter on the TFL Account.Management of Team of Engineers to Support and Maintain a number of Devices and services located across the TfL Stations Estate covering:- Service Management- Incident Management- Problem Management- Project Management- Service Transition- Database Management and Creation for service records- Management Reporting- Resource Scheduling- Health and Safety - Method Statements, Risk Assessments, Safe Systems of Works documentation creation and updates-Training of engineers against HSE requirements, such as Manual Handling, Steps and Ladders, use of Handtools etc.- Liaising with Customer on a regular basis with regards to SLA levels and attainment as well as any changes to previous agreed SLA's and timescales associated.- Document and Submit any Continuous Service Improvements at both customer and company level.

I started as a Project Manager and over the years moved up into service management as a Team Leader by end of the contract prior to TUPE into Computacenter.Responsibilities and Improvements included:• Design and implementation of the Stations Team to support the TfL CIS (Customer Information Service) portfolio of devices and services• Fault and support analysis and provision.Creation, Management and Administration of Database of Incidents, Health Checks and Preventative maintenance on all Electronic Service Update Boards (ESUBS).• Management of Service Team associated to Support and Maintenance of ESUBSWeekly Management Reports on Service Levels, Health Checks and Preventative Maintenance • Scheduling of Preventative Maintenance and Health Checks of ESUBS on the TfL Estate• Management of Service Resources• Site Health and Safety covering: o Method Statements o Risk Assessmentso Safe Systems of Works documentation creation and updateso Training of engineers against HSE requirements, such as Manual Handling, Steps and Ladders, use of Hand Tools etc.• Large Screen Support Service Management• Planned Preventative Maintenance Scheduling• Replacements, Stock Management, Reporting• Incident Management• Problem Management

Delivery of Station Based Works to a number of the LU Stations across the networks. Works include Delivery of Electronic Service Update Board's, Electronic Signal Past At Danger's, Train Service Displays and other real time information systems.

Delivery of multiple projects, including station network upgrades and real time information, to the Station environment

Assisted with: • Delivering improved networking to the TfL Station Environment (ESI 5 Project) • Wireless Networking testing and configuration.• Works data updates into the PMO