Stephen Hewitt Email & Phone Number

Qatar

Responsible for all Service Operations at MEEZA, Qatar Foundations Joint Venture. Key responsibilities include leading the Customer Service Centre, Network Operations Centre, Work Place Services function, Service Control team (covering Problem Management, Change Management, Configuration Management, CSI and Reporting) and the Client Services team who look.

Qatar

Responsible for the Service Control functions and Client Service function with MEEZA.

Qatar

Responsible for the Service Desks, Workplace Services and Network Operations Centre within MEEZA

Qatar

Responsible for the Change Management, Release Management and Configuration Management process within Qatar Foundation's IT department

Service Architect/Bid Support Contractor – assisting in the design of the new target operating model and preparing service models for new bids for IT Managed Services aligned to ITIL. Adviser to Service Desk and Service Management team to improve their policies, processes and procedures with a resultant improvement in performance.

Customer Response Centre Manager responsible for the UK response centre with 62 staff managing 1,100 incidents per day for hardware support service. Reporting to the International Services DirectorRestructuring the Customer Response Centre to remove duplication, enable achievement of SLAs and reduce costs. Review, amend and develop new policies, processes.

Adviser for Service Architecture of Service Desk including: ICT & Property Service Desk, Incident Management, Problem Management, Change Management and Configuration ManagementInvolved in Competitive Dialogue for the above as service delivery/design specialistSuccessful transition of services from Glasgow City Council's internal support team to the.

Responsible for a 24 x 7 service desk of approximately 100 analysts taking an average of 43000 voice contacts, 5000 Email contacts and 5000 Web contacts per month across 70 clientsCost Centre Management with a gross expenditure of approximately £2.2 millionResource PlanningTelecommunications 3rd party vendor service review meetings - representative for.

Point of escalation for issues, providing feedback, confirming performance adherence to contract and resolving any failures in processes.Manage the Performance of the Duty Desk Analysts encouraging good performance and managing under performance.Implementation of Duty Desk processes to improve performance of the Duty Desk team and the resolving.

Management and allocation of workload to engineers.Monitoring of progression of Incidents and Requests.Monitoring, reporting and maintaining quality of updates within the Event Management Tool and the engineers attendanceCommunication with 3rd parties to progress Incidents and Requests

Training all new starters in booking, organising and managing funeral arrangements.Ensuring the highest level of Customer Service was adhered to.Organising/scheduling workforce to ensure Funerals had sufficient Drivers, Bearers and Directors.Ensuring all paperwork completed correctly and submitted to the relevant authority within legal timescales.Liaison.

Bsc Hons, Civil Engineering

Prince2 Foundation

Itil 3 Practitioner

Itil Manager'S Certificate In It Service Management, Itil

A' Levels; Physics, Computer Studies & Physics; Computer Studies, History And Technical Drawing