Currently delivering a cyber security project for L&GImplementing IT Change to enable businesses to transform. As expert, trusted advisors, our aim is always to work in full partnership with our customers and to leave a legacy. Whether our clients are optimising business processes or operating models, driving a digitisation or digital operations agenda to improve competitiveness or grow, Wavestone can help design, deliver, operate and scale IT Change. Our IT Change practitioners… Show more Currently delivering a cyber security project for L&GImplementing IT Change to enable businesses to transform. As expert, trusted advisors, our aim is always to work in full partnership with our customers and to leave a legacy. Whether our clients are optimising business processes or operating models, driving a digitisation or digital operations agenda to improve competitiveness or grow, Wavestone can help design, deliver, operate and scale IT Change. Our IT Change practitioners take pride in making IT change happen and believe that whatever our clients core purpose, we will work with them to deliver success. We are experts in helping financial service companies modernise and transform and have helped implement some of the largest bank IT modernisation programmes. Show less

Senior Consultant

Service Delivery Manager SaaS

• Manage and lead process development initiatives• Manage process improvements and procedure development within ISM. • Monitor process performance and ensure governance• Manage the overall Technical Services resource management process including changes to the process, resource pool, vacation and tasks.• Work with FMC IT teams to determine root cause for infrastructure outages e.g. Network. Also support application teams with root cause analysis for FMC related technical… Show more • Manage and lead process development initiatives• Manage process improvements and procedure development within ISM. • Monitor process performance and ensure governance• Manage the overall Technical Services resource management process including changes to the process, resource pool, vacation and tasks.• Work with FMC IT teams to determine root cause for infrastructure outages e.g. Network. Also support application teams with root cause analysis for FMC related technical issues.• Manage ISM related open crises. Follow up on IT Advisories that affect FCE that have their root cause within ITI Show less

Consultancy Contract to supply the following services:Management of the IT Service Delivery Team including responsibility for service desk, desktop support, application support, career development and staff appraisals. Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded.Managing the delivery and associated commercial relationship with the Client and… Show more Consultancy Contract to supply the following services:Management of the IT Service Delivery Team including responsibility for service desk, desktop support, application support, career development and staff appraisals. Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded.Managing the delivery and associated commercial relationship with the Client and assisting with farming the account;Ensuring that expectations are managed proactively and any issues arising are dealt with promptly and appropriately. Actively seeking to further develop commercial opportunities whilst defending in-play opportunities. Achieving targeted programmer and project profitability and providing accurate, timely reporting of all project variables. Ensuring that all programme and project management and quality standards are adhered to throughout the project lifecycle. Maintaining a clear understanding of the contract and commercial terms applying to the project and managing compliance. Providing effective pre-sales support and solution envisioning / development as required. Devising and costing viable, winning solutions, working closely with the delivery and sales teams. Show less

I was a contributing author on the publication of "Service Level Management A Practitioner's Guide". I am currently work with the group on the advanced version of the book.

I have implemented the following strategic initiatives from assessing the business requirements to building the business cases and obtaining business approval to proceed.• Corporate print solution: moving the company from a personal printer model to Canon multifunction devices; now working on phase two of this initiative to introduce a managed secure print solution. • Introduction of Cisco voice over IP telephone solution; moving the company from a heterogeneous legacy… Show more I have implemented the following strategic initiatives from assessing the business requirements to building the business cases and obtaining business approval to proceed.• Corporate print solution: moving the company from a personal printer model to Canon multifunction devices; now working on phase two of this initiative to introduce a managed secure print solution. • Introduction of Cisco voice over IP telephone solution; moving the company from a heterogeneous legacy estate towards a single solution with a lower total cost of ownership.• Corporate sustainability: working on a strategy to align IT with business aims, while reducing the total cost of ownership. I manage and coach the Regional Support Managers located across the UK. I assign objectives and delegate assignments as required to meet those set for me in my Personal Performance Appraisal. I am responsible for 5 direct reports and 34 indirect reports. I ensure that IT policies and procedures are adhered to. I am proactive in the improvement of IT Services and assist with the development of strategies, new policies and procedures. Show less

I manage and coach the Regional Support Managers located across the UK. I assign objectives and delegate assignments as required to meet those set for me in my Personal Performance Appraisal. I am responsible for 5 direct reports and 34 indirect reports. I ensure that IT policies and procedures are adhered to.I am proactive in the improvement of IT Services and assist with the development of strategies, new policies and procedures.

Responsible for London based team of third line support engineers for a large NT 4 WAN with a user base of 5000 and over 100 servers.