Wide range of consultancy support from Technical Contract Management, to end to end Project and Programme Delivery for a wide range of key programmes for 3UK & EE

Providing consultancy and support for the IT Sourcing Strategy through change and RFP processes.

Service Transition Management of Programme and Projects to ensure successful delivery

Provided end to end consultancy services for National Grid: Vendor Management, Process Reviews and Improvements, Transition & Transformation alongside On Shoring

IT Service Manager, ITIL V3 accredited, with extensive experience of managing 3rd party and Internal operations teams to deliver services to business customers. Key areas of expertise include service design and transition, managing supplier and customer relationships, cost effective planning and budgetary control, contract negotiation, agreeing SLA and OLA targets, service performance measurement, and continuous service improvement, developing and implementing service strategies, process re-engineering.. Ability to deliver on multiple work streams with a proven ability to react well to changing priorities.Service Design,Off-shoring,Transition and TransformationBuilding collaborative working relationships with 3rd party suppliers. Cost effective financial planning and budgetary control. Contract negotiation, service performance measurement and continuous service improvements.

Extensive Service Management and delivery of Projects into OperationsVendor and MSP ManagementImplemented and managed service improvement plans

Service Delivery Manager for Vodafone Global (Düsseldorf) and Partner networks (SFR, Mobilkom,) including all Op Co’s (Vodafone UK, Ireland, Turkey, Portugal, Spain, Denmark, Netherlands, Italy)Agreeing SLA’s, defining KPI’s, & OLA’s, Contract negotiations, agreements and management.Vendor Management (Yahoo!, MSN)Defining Operational Readiness Testing packs and Service CataloguesCollating and presenting customer reports on Operational Performance at all levels (travelling where required abroad)Compiling Continuous Improvement Plans – Generic & Specific, whilst carrying out periodic health checks.Rolling out ITIL across NGM to ensure ‘good practice’.Set up a Service Desk / NOC using ITIL tools.Creating organizational procedures and processes using 6-Sigma & ITIL (Change-management, Ticket-escalation, ticket-feedback, Request for Change, Outages, Handover, Management Escalations etc) Technical information exchange (KPI-reports, alarm-integration.) Calculating and presenting Service Availability Enhance and build customer satisfaction in general and building key relationshipsContract negotiations with Vendors.

Various roles over 10 years including: Hands on Fault fixing, running Incidents, managing a team of staff. Service Management of vendors (internal and external) customer facing where appropriate