Following the success of previous role as Incident Management Consultant, I have been appointed as the UK Head of Service Delivery role for a large, global telecoms company.This role oversees the Service Management functions based offshore, I am also the key, 24x7, customer point of contact for operational or contractual issues through an escalation process.I provide daily, weekly and monthly Service Reporting focusing on key service improvements, operational delivery and performance. Liaising with internal and customer Senior Management to understand key pain points with service delivery and work with key team leaders to develop and implement service improvements.Responsible for; Incident, Problem, Change, Reporting, CSI, Release, Transition and Transformation.My key objectives are to improve overall service delivery and provide a mechanism for future growth of associated projects through stable performance and process maturity.

Working within the Incident Management team to drive improvements through process development and delivery. Responsible for creating and running training sessions. 24x7 escalation point for major incidents. Involved in Customer Management.Moved to Service Delivery Management Role

24x7 - Contracting role. Working as a multi customer ITIL certified Incident Manager for a Manage Services provider out of Milton Keynes. Supporting the business for all major and critical incidents, driving resolution through conferences bridges and technical escalations. Responsible for strict SLA adherence, business communications, post incident activity and service improvement. Strong focus on customer delivery and excellence.

24x7 Permanent role working as an Incident Manager. Responsible for writing new processes and creating a new department to suit the needs of the business. Service transition experience. Responsible for writing and delivering training to new starters, including theory work (war games and white board discussions) and on the job training. Traveled to India to increase Incident Management awareness and drive service improvements in offshore support and ITIL teams. Strong focus on service improvement to align all ITIL functions. Major Incident management functions, including VIP escalations, customer liaison and providing an escalation route for offshore Incident Manager and Service Desk agents.

Contract role working as an Incident Manager for TNT. Working in a team of 7 helping to raise the Incident Management profile and set a base of process to bring the Incident, Problem and Change teams together to form a full ITIL process. We are responsible for managing high priority incidents for the worldwide IT suite. Liaising with both internal customer, technical and business departments. Ensuring fault updates are provide to close senior management team.

- Working with senior management pre TUPE transfer to prove service readiness- Writing comprehensive ‘current operation’ documentation- Creating new process documents to meet the needs of the customer’s contract- Delivering, self developed training material- Shift and resource management, up to 5 people- Ensuring teams adhere to strict SLA guidelines- Post Incident reporting to understand contract mitigations

- Incident analysis and prioritisation through impact assessment- Co-ordinating investigations through to resolution with support teams- Compiling technical and business reports to highlight service outage times, ongoing incident updates and project deployments- Process reviewing for incident management and as part of continuous improvement- Involvement in project deployment, presenting project information to colleagues and providing regular updates- Providing coaching and on the job training for Incident Analysts- Conference call management during incidents and post incident work- Regular SLA and support model reviews with service management, support teams and the business- Attending post incident reviews, approving and managing changes- Translating technical updates into non technical SMS bulletins and emails for the wider audience- Required to work to strict SLA agreements, and ensuring internal and external support teams comply to set OLA contracts

- End to end service monitoring for revenue generating services- Using monitoring alarms to identify faults- Analysis of trace data for network faults- Out of hours IT Support cover for the Orange service desk- Performing post implementation testing as part of overnight changes- Support team organisation for service impacting faults- Liaising with 3rd Party and Vendor support to provide technical information and fault finding- Responsible for training colleagues to complete the service monitoring role- Delivering internal and external job role overviews