Using ITIL as a framework to leverage its best practices. Focusing on process improvements that deliver maximum value to the business and its customers.Improving the relationship between IT and the business, focussing on service management disciplines to deliver to the needs of the business stakeholders, whilst remaining compliant.Responsible for the service manager of the customers business. Implementing agile continuous service improvements.Working with procurement to manage the end to end lifecycle of license management, including obtaining the best possible commercials and contractual agreements with external suppliers.The management of suppliers and ongoing service reviews.Working alongside the service desk, application support teams and development teams to deliver against our SLAs.

Managing a team of 5, made up of authorisation specialists and service desk analysts. Responsible for a global helpdesk with 5000+ users. - Incident Management: Owning incidents and communication with end users until resolution, communicating with the correct department to ensure calls are completed in the correct SLA's. Escalation management for open calls.- Change Management : Responsible for holding weekly CAB calls and reviewing technical changes. Producing weekly statistics on system availability and the monitoring of incidents as a result of a change.- Problem Management : Implementation of this process across a global IT network. Responsible for coordinating the problem team, assigning owners and arranging communications.-Responsible for user access management across multiple systems including SAP, CRM, O365. -Involvement in regular audit proceeding with a high success rate. -Experience of SAP -Dealing with queries within Microsoft office and providing support to users. -Developer of online share point forms with experience of Kaldeera and share point designer including the production promotion and execution of global surveys in multiple languages. -Experience in managing a centralised online share point page and the development of a communications and major incident procedure including disaster recovery. -Vendor management : Contracts and license management for enterprise agreements and MPSA for Office 365 products and the management of these licenses. Responsible for contract renewals, negotiation of prices, terms and conditions.-LANDesk experience.-Responsible for sourcing and implementing a Service Management tool

Managing a team of 3, responsible for a global helpdesk with 3500+ users. Owning incidents and communication with end users until resolution, communicating with the correct department to ensure calls are completed in the correct SLA's. In the process of replacing the current Helpdesk system with a new service desk solution working with key stakeholders globally. -Responsible for user access management across multiple systems including SAP, CRM, O365. -Involvement in regular audit proceeding with a high success rate. -Experience of SAP including password resets creating and goods receipt of purchase orders. -Dealing with queries within Microsoft office and providing support to users. -Developer of online share point forms with experience of Kaldeera and share point designer including the production promotion and execution of global surveys in multiple languages. -Experience in managing a centralised online share point page and the development of a communications and major incident procedure including disaster recovery. -Administrator for RSA SecurID tokens and assignments, including ordering of merchandise and producing reports. -Involved in the arrangement of enterprise agreements for office 365 products and the management of these licenses.-Owner for centralised capex approved finance, for the purchase of office licenses and the global management of these licenses. -LANDesk experience for the management of office licenses.

Providing holistic financial advise to customers from a select choice of providers,specialising in investment planning.

Providing holistic financial advise from a range of providers including Jupiter, black rock,standard life. Meeting customer needs including covering shortfalls in protection,investment and pension planning

Day to day customer interaction providing advise on bank accounts loans and lrotection