Led the technical design and build of large, complex, international implementations across a range of areas on the ServiceNow platform. Including ITSM, Discovery, Event Management, Cloud Management and integrations.Translated complex functional requirements into a sustainable technical solution, ensuring best practice and effective stakeholder engagement.Developed a Technical Design Authority to govern best practices and support the design and implementation of large complex projects. Provided technical support and guidance for junior colleagues to help develop their skill sets.

Key activities include:Introducing new services including a new ITOM advisory offering.Supporting go to market activities related to ITOM including product blog content, webinars and delivering presentations.Escalation point for issues relating to ITOM engagements where appropriate, and ensuring high levels of customer satisfaction.Develop skills and capabilities needed by the practice, both through training of existing resources and hiring new resources.Developing tools such as estimating templates, Statement of Work templates that support the sale of the ITOM practice services.Collaborating with other practices to develop complementary go-to-market strategies that effectively leverage the strengths of both practices.Developing appropriate practice offerings supported by suitable collateral to enable successful sales of the practice’s services.Managing the necessary certifications and deployments to ensure continued Product Line Achievement status with ServiceNow.

As the technical team lead, I am responsible for the management and development of a team of Implementation Consultants at various levels. This entails advising and mentoring, taking responsibility for team utilisation, understanding team members strengths, weaknesses and aspirations, and development.Using my significant experience in all areas of the ServiceNow platform, I am also responsible for leading and/or participating in the implementation and testing activities on large or complex projects, providing technical design leadership, and heading up all technical implementation elements of the project.Part of my senior implementation consultant role involved providing technical support on projects and advising solution consulting. Additional to my team lead and senior consulting responsibilities, I also delivered high quality ServiceNow code and customisation, best practice advice and process consulting.

As a trusted advisor I worked directly with clients to integrate, implement and support the clients ITSM tool. I was responsible for understanding the client and their pain points, and configuring a solution to meet their requirements. As the technical lead I ran technical workshops, managing the scope of the project and the the clients expectations.NOTABLE ENGAGEMENTS:Large Events Management EnterpriseDelivery of SaaS based ITSM tool 2 MonthsThe project required running prioritization workshops to define and identify key blockers for the client, and to ensure they were delivered on time for the development teams. Ran process modelling workshops to define ITIL based processes. Worked closely with key stakeholders to define and configure the Change, Problem and Request modules to meet the demands of the business. Advised and delivered REST API configuration using Connect-IT scripts.Medium Insurance EnterpriseDelivery of SaaS based ITSM tool, 2 MonthsTook lead on a joint go to market with a world leading enterprise services organisation. Delivered several workshops with key stakeholders to identify and prioritize key requirements, and translate that into a scope of work.

As bartender at a flag ship Mitchell & Butler pub and restaurant, I am tasked with meeting and greeting guests, and developing a rapport with the them. I have assisted developing and running a highly successful ale festival, in which I designed and created flyers to promote the festival. I also was the head barman during the festival, in which I had to learn and understand the products I was selling to help sell the products. I was also involved in the logistics or sourcing the products, and distributing them appropriately. As a senior member of the team I have managed shifts, which included managing resources such as products and staff. I have also dealt with complaints to a high standard, to ensure that the guest feels satisfied or more and the business' reputation is not hindered.I also helped raise thousands of pounds for the Birmingham Children's Hospital Charity, climbing the highest mountain in England Scafell Pike with a full barrel of beer, along with a team of my colleagues.Control and manage Twitter page.

During my four years working for the Fleet department I experienced first-hand the impact Technology has within a large organisation.Working with technology became a daily aspect of my job which has inspired me to pursue a career in Information Technology. Whilst employed by West Midlands Police I was involved in the testing and development of a new oracle based financial system.I also held training for other members of my department on how to use the system. This also entailed troubleshooting when the system was implemented.Designed and implemented training for BMW ordering system, for entire department. I also became part of a select team who were chosen to analyse and stream line our procedures and processes.Develop and maintain customer relations with both internal and external customers, to ensure maximum and efficient service.Manage relations with suppliers, which led to me re-coup potential losses from obsolete stock amounting to £1000's.Manage stock levels - Analyzing potential work and assessing stock levels, adjusting as required.Ordering stock and obtaining the best product at the lowest price.Assisting contract negotiations, and helping implement service level agreements