Sam Brimble Email & Phone Number

Bristol, England, GB

UK, Australia, Spain, Chile, Poland, New Zealand, Hong Kong SAR, Türkiye, Brazil, Mexico, The US, Middle East, Ireland, Saudi Arabia And India., GB

Leading transformation of service delivery within the dental division of Bupa UK. Overseeing innovative new ideas to help improve the end user experience and satisfaction. Increasing engagement across a diverse business of 500 dental practices and 8000 users. Implementing enhanced ITIL aligned processes to help improve operational structure and governance.

London, England, GB

• Client facing role working across a number of key accounts (BBC, Tesco Bank, The Pensions Regulator). Working directly with clients to review and improve services provided by Capita’s internal and external suppliers.
• Wholly responsible for end-to-end service management as well as being the single point of contact, for all operational and commercial service management related matters.
• Representing the end client in appropriate operational and commercial meetings with internal and external suppliers.
• Overseeing change, business continuity, disaster recovery, incident and risk management as well as escalation management in event of major incident. Key achievements:
• Leading client-based projects such as Office 365 roll outs, infrastructure upgrades and core system updates.
• Deploying a new governance reporting framework which directly attributed to an increase in client satisfaction.

Billericay, GB

• Head of Service Desk for a range of hosted customers using the PTLGateway application and services cloud platform (Hosted Citrix, Hosted Exchange, Website and Database Hosting).
• Project Management – Responsible for all integration, consultancy and migration projects.
• Customer Management – Service Level Agreement (SLA) and escalation management.
• Service Improvement Management - Working with all stakeholders to review service improvement plans and future pipeline work to the hosted platform.
• Third Party Management - Building and nurturing relationships with company partners and vendors to facilitate review and expansion of the hosted services.
• Risk Management - Management of risk across the environment, migration projects and datacentres. Key achievements:

JP

• Apart of the Home Office technical refresh project to roll-out RES Workspace Manager and Citrix XenApp for 32,000 users.
• Leading and representing an internal defect management department of 12 Solution Architects to consult and resolve technical issues throughout the project delivery lifecycle.
• Liaising with all software providers to manage feature and escalations resulting in close working relationships with third party management teams and senior support engineers.
• Full accountability for release management and collating all fixes created by the team, including technical documentation (high and low-level designs) and walkthrough guides.
• Maintaining strong relationships with service desks across the UK in preparation for changes made by the defect management department. Key achievements:
• Continuously increasing the quality of the solution with the resolution of 300 defects and increased confidence in end users.

Bath, England, GB

• Leading the services and support department in the day to day maintenance of 20 servers.
• Managing teams to deliver support for Active Directory, Exchange and SQL for numerous customers and for internal systems.
• Key account manager for larger customers, including DTZ, Nisa Today and the Dublin Dental School.
• Acting as an escalation point for customer issues across all departments and providing consultancy for SMEs on individual IT environments.Key achievements:
• Taking on added responsibility to oversee the hosted services department following market development and launch of the Cranberry SC20 thin client computer.
• Successful in integrating the service desk and hardware management system alongside the delivery of hardware support and consultancy.

Bristol, Avon, GB

• Delivering passenger services with emphasis on managing passenger issue escalations through to satisfactory conclusion.
• Managing relations at the flight departure stage, overseeing check-in desk operations and managing aircraft delays efficiently.
• Providing a comprehensive service to a diverse range of passengers, including greeting and escorting VIP passengers within the airport.Key achievement:
• Achieving recognition from customers, management and team colleagues for a continued high standard of service delivery.

Bsc, Information Technology

Hnd, Business Infomation Systems

National Diploma, Software Development

Secondary Education, Gcse