Creating more structured documentation on the Service Management process. On-Boarding of new clients, providing details of the service, gathering information and planning handover sessions. Participating in the sales process, providing potential clients with details of the service. Regular client meetings and presentations.

Being the single resource on a large-scale Service Integration project, moving 9 services from Standard Life into SLA, creating all relevant documentation and ensuring operational acceptance by Service teams for ongoing BAU support. Ensuring consideration of all aspects including DR and BC elements.

Working to test evidence against a new control framework and providing guidance in gaps and changes required to improve in certain areas, access management, password policies, incident handling and change control. I also created a BAU process to allow the self-assessment process to be taken on by the internal teams.

During my time I assisted in the creating of the transition process and standard documents to aid in the handover process. Working on a major project to define the support flows covering 3 external support providers. Ensuring Service Integration meets operational acceptance criteria.EuropolDesigned, implemented and managed the ITIL Problem Management process a new addition to the Service Management portfolio.

· Providing guidance, support and direction to the Service Management team on a number of areas.· The implementation of Problem Management, both the process and management of the activities. This involved working with other technical team leaders to ensure progression of problems.· Development of a Service Improvement Plan covering all Service Management areas.· Regular reporting on findings.

• Initiated and managed the ISO 22301 and ISO 27001 standards project, gaining certification in 6 months for both standards. Ensured continued certification through 2 surveillance audits by addressing both audit findings and implementing improvements.• Defined and implemented a new Major Incident Management process, gaining board level buy in. Saw an improved business/It relationship through the use of the new process within its first few uses.• I successfully coordinated the… Show more • Initiated and managed the ISO 22301 and ISO 27001 standards project, gaining certification in 6 months for both standards. Ensured continued certification through 2 surveillance audits by addressing both audit findings and implementing improvements.• Defined and implemented a new Major Incident Management process, gaining board level buy in. Saw an improved business/It relationship through the use of the new process within its first few uses.• I successfully coordinated the restoration of IT systems following a building wide power outage. I coordinated activities of IT staff onsite and remotely to ensure systems were online for the following working day.• Reduced support costs by £500,000, by reviews and investigation along with better management of the existing infrastructure estate.• Created a new reporting template for system disruption for distribution to board members. Improvements allowed the customer to see comparisons and determine the true impact based on time and length of disruptions. Show less

• Defined and built 3 new test environments across multiple platforms in advance of a major project. Coordinating activities of a cross functional team I managed to ensure systems were in place for testing and development in the correct timescales.• Guided support staff in the rectification and implementation of BUG fixing across multiple releases. Defining the team’s activities and managing the schedule to ensure all activities could be completed during the proposed timeframe. This… Show more • Defined and built 3 new test environments across multiple platforms in advance of a major project. Coordinating activities of a cross functional team I managed to ensure systems were in place for testing and development in the correct timescales.• Guided support staff in the rectification and implementation of BUG fixing across multiple releases. Defining the team’s activities and managing the schedule to ensure all activities could be completed during the proposed timeframe. This limited the business impact and provided greater customer satisfaction• Represented the Service department in meetings at various levels, ensuring clear feedback to IT staff and regular updates on IT activities and projects were accurate. Show less

• Reduced incident volumes by 20% 3 months in a row, by investigation and implementation of fixes.• Conducted regular 3rd Party contract reviews to ensure continued support and better deals by early engagement.• Delivered new Incident, Problem and Change Service Management software on time. New processes assisted in better call management and improved customer satisfaction and Service Desk overhead.• Coordinated staff across multiple teams for Go-Live activities for multiple new… Show more • Reduced incident volumes by 20% 3 months in a row, by investigation and implementation of fixes.• Conducted regular 3rd Party contract reviews to ensure continued support and better deals by early engagement.• Delivered new Incident, Problem and Change Service Management software on time. New processes assisted in better call management and improved customer satisfaction and Service Desk overhead.• Coordinated staff across multiple teams for Go-Live activities for multiple new applications. These included in-house and externally facing offerings.• Standardised incident reporting ensuring easier reviews with IT and customer management. Show less

• Reduced incidents and customer satisfaction within 6 months.• Minimised system failures by implementing better monitoring and control.• Updated 3rd Party release schedule to ensure fixes were implemented quicker and with minimal disruption.• Provided point of contact and represented process requirements for new ‘BT’ Service Management tool (Incident, Problem, Change), to be used across both RoS and other government contracts. Ensured RoS customer requirements were implemented and… Show more • Reduced incidents and customer satisfaction within 6 months.• Minimised system failures by implementing better monitoring and control.• Updated 3rd Party release schedule to ensure fixes were implemented quicker and with minimal disruption.• Provided point of contact and represented process requirements for new ‘BT’ Service Management tool (Incident, Problem, Change), to be used across both RoS and other government contracts. Ensured RoS customer requirements were implemented and IT staff were trained and aware of the new system.• Successfully managed the transfer of support ownership from 3rd Line support in Newcastle to 2nd Line support in Edinburgh, by regular knowledge transfer sessions and improved documentation. Both teams and DBA resource to ensure a complete view was represented and documented. Show less

Preparing and setting up of production schedules, writting unix scripts for file transfers and regular tasks. Mainly involved in signing of on new processes going into the scheduling tool (Control-M), along with being a sign off for changes to the existing LIVE estate.I also rewrote the credit card processing system based on changes to the feed systems (CRM) and finance.