Simon Catmur Email & Phone Number

Brighton, England, United Kingdom

Bexhill-On-Sea

Recruited and led a team of 22 Service Desk professionals to provide 1st and 2nd Line services to 3,400 colleagues across all business departments at 6 UK locations, South Africa and Gibraltar.Escalation point for major incidents.Project managed the Implementation of Cherwell as the Service Desk Management Tool in September 2017 with a customer portal for enhanced colleague engagement.Implemented process automation and colleague self-service to reduce the end to end time of repeatable Service Desk tasks and improve business effectiveness, efficiency and IT Value.Reduced colleague wait times by flexible shift management and self-service.Reduced the cost of request fulfilment by improving IT skillsets to support ‘shift left’ initiatives.Adopted ITIL Service Management best practice and enthusiastically identified and implemented continual improvement opportunities.Designed the Service Desk support model to implement and support new Policy, Billing and Claims platforms.Built and maintained great relationships with IT, colleagues and suppliers to improve colleague feedback.Championed a service ownership methodology to improve colleague expectation and engagement.Designed and led new extended hour shift patterns to support increased business demand.Completed business analysis activities to implement key business services and products including Webchat and Rant & Rave.

West Sussex

Led an IT Service Management team to deliver SLA targets and to ensure that project and lifecycle improvement activities were appropriately designed, delivered and supported for 150 SME’s.Led a project to continually develop the IT Service Management architecture, technical teams and project delivery framework to improve operational effectiveness and efficiency.Improved customer feedback by aligning the Pre-Sales and customer support teams.Implemented team performance metrics through 1:1’s and KPI’s linked to business objectives.

Brighton

Delivered a Capability Maturity assessment and initiated a Service Improvement Plan to improve IT maturity to support the Corporate Plan & ICT Strategy and SOCITM requirements.Implemented ITIL V3 Service Management methodology across ICT (136 colleagues).Trained 78 ICT colleagues to ITIL V3 Service Foundation level to align service support and delivery teams.Designed and managed the annual ICT Colleague Satisfaction Survey and wrote and carried out Service Improvement Plans (SIPs) to underpin and improve colleague feedback.Designed a monthly newsletter to report ICT progress against organisational objectives and business SLA.Led VIP Support, Service Desk, Change & Release Deployment, DBA & Web Support, Telephony, Messaging and Unified Communications, Batch Processing & 2nd Line Support teams.Formed and mentored a Best Practice Champions group, containing ICT & Customer Services colleagues and improved customer satisfaction scores.Implemented Proactive Problem Management to reduce the number and impact of incidents.Negotiated the ICT Service Catalogue and led the delivery of a Council wide ICT Service Level Agreement with supporting KPIs linked to Individual Performance Reviews for ICT colleagues.Wrote and implemented the Incident Management and Major Problem Review processes.Chaired the weekly Change Advisory Board (CAB) to ensure that change was managed more effectively.

Gatwick & Crawley

Led a global IT Team of 22 engineers at various European locations providing 24x7 service for 2000 worldwide colleagues.Implemented ITIL Service Desk, Incident, Problem and Change Management for the airline & tour operation businesses to enhance IT response and resolution.Trained the Service Desk to ITIL V3 Service Foundation level and led them to deliver sustainable and repeatable IT services to deliver the business strategy and vision.Responsible for the Change Management lifecycle and implemented ITIL Service Design and Continual Service Improvement.Delivered the business SLA with key stakeholders.

London

Implemented a Service Desk and managed a team of 8 technicians to support 250 local and remote colleagues.Project managed the Avaya telephone switch Y2K upgrade.Led the Supplier Relationship Management of key IT suppliers.Provided a monthly Board report to report IT progress against business strategy.

Service Management, Itil V4 Foundation Certificate

Professional Award At The Innovations Level

Itil V3 Expert

Ba Honours, Electronics And Communications

Itil V3 Expert