Simon Bridges Email and Phone Number

Managed a portfolio of 40+ external and internal suppliers, increased average service levels by 10% by implementing service improvement plans and introducing revised processes. Owner of support processes working with support groups to improve on performance and expose any service failings using trend analysis.Headed a team of support analysts delivering a service to both internal and pharmacy network, achieved successes by using streamlined processes and driving performance using training and regular target reviews.Performed the role of escalation lead for problems and incidents, revised expectation levels through the business to reflect contractual agreements and managed by companywide communication decreasing the number of escalations.Project lead in transitioning of duties from a dedicated service delivery team to other functions within the department, automated call logging processes and evaluation of workloads to provide a seamless transition.Managed a project to transfer process monitoring form a supplier to in house resource, developed processes to capture information and define actions required, following successful roll out enhanced the service by capacity and proactive problem management achieving a reduction and impact of incidents.Conducted a disaster recover y capability review using a risk analysis process, liaised with suppliers to understand contractual obligations, identified gaps and the need for areas of improvement, documented findings and presented to directors with recommendations.

Managed multi national data centre operations in an outsourced environment for IBM, achieved year on year growth due to delivering cost savings whilst also improving service offerings to the end customer.Assisted in devising and implementing a remote “hands and eyes” solution to the client to reduce costs and also drive down timescales for incident resolution.Member of the IT strategy team, tasked in identifying new business opportunities, worked with IBM on TUPE projects usually on client sites to implement new services.Maintained cost controls aligned with budgets, producing financial reports to directors detailing spend and forecasted capacity requirements. Conducted regular reviews with client's customers to discuss services delivered, issue's and identify areas of improvements.Media library managerDaily duties were to ensure all aspects of the data centre media processes were carried out to agreed service levels, responsible for 30 employees training and progression.Problem and change management responsibilities for the group, participated in major incident reviews and delivered actions resulting from reviews.Delivery and implementation lead in a managed service solution for a disaster recovery location, also worked with the client to investigate ways in reducing the potential for any delays resulting from an invocation.Maintained audit compliance and security, worked with a third party supplier to execute an electronic media movement process resulting in increase audit success and reducing man hours with all following audits.Media Library shift leaderResponsible for shift operations in one of the biggest and busiest tape libraries in the country, duties included batch processing, delivering to tight schedules and targets, staff welfare, health and safety and ensuring security and audit compliance.

Managed multi national data centre operations in an outsourced environment for IBM

Managed operations for a parcel distribution company, also controlled multiple strorage contracts.