Simon Smith Email & Phone Number

Whiteley, England, United Kingdom

Leading a team of service management experts, ensuring the service management processes are fit for purpose and adhere to quality standards across incident, problem and change. Overseeing the changes and configuration of Technical Services and assets. Producing high quality performance reporting and dashboards.

Leading a team of Service Management Business Process Experts, Reporting, Document Management and SACM.

• Recently promoted within the organisation.Responsibilities Service transformation from Asset-based organisation to Service-led ITIL orientated organisation as part of the Deploying SESAR programme
• Working within the Business Service Design team and also performing a work-package project role within the Platform Programme
• Acting as Service Management/ITIL SME delivering masterclasses to the organisation to support the transformation
• Providing Service management insight… Show more Recently promoted within the organisation.Responsibilities Service transformation from Asset-based organisation to Service-led ITIL orientated organisation as part of the.
• Providing Service management insight into the release point planning of the Platform programme by shifting the focus to Service readiness
• Developed Service Model for use within the service management tooling (ServiceNow)Responsible for ensuring the service catalogue is accurate and supports the Service Design

Whiteley, Hampshire, United Kingdom

• Service transformation from Asset-based organisation to Service-led ITIL orientated organisation as part of the Deploying SESAR programme
• Working within the Business Service Design team and also performing a work-package project role within the Platform Programme
• Acting as Service Management/ITIL SME delivering masterclasses to the organisation to support the transformation
• Providing Service management insight into the release point planning of the Platform programme by shifting… Show more Service transformation from Asset-based organisation to Service-led ITIL orientated organisation as.
• Providing Service management insight into the release point planning of the Platform programme by shifting the focus to Service readiness
• Developed Service Model for use within the service management tooling (ServiceNow)Responsible for ensuring the service catalogue is accurate and supports the Service Design

Whiteley

The primary objective of the Service Design and Transition Manager role is to manage and lead the team of experienced Service Design and Transition leads who oversee the service design and transition of new and revised services. We also ensure the engagement with the projects is being met.I continuously refine and improve the Design and Transition.

Whiteley

I lead a team of skilled and experienced service transition professionals. We work within project delivery to ensure supportable services are handed over to our run organisation and customers within a standardised process whilst raising operational risks and issues throughout the transition

Responsible for service transition and service introduction activities ensuring that projects are effectively and successfully delivered into live operational support with ongoing service maintainability, support and quality being key.Involved in projects from design through to handover to ensure that the right quality metrics are understood and delivered.

Managed a team of over 30 analysts1-1s with 4 team leadersIncident management

Problem ManagementRoot cause analysis

Manage team of 7 analystsmanage 1-1s and personal development of the teamIncident management and escalations

Incident managementSoftware and hardware fault diagnosis and escalationLiaising with 3rd party break fix suppliers

Basingstoke

Incident management1st line service deskUser queriesCustomer relationship management

Customer-facing store managerManaging performance and development of the team (5-10 advisors)Dealing with customer queries and complaints

Ba Hons, Film & Media Studies

Education record