Stephen Warnock Email & Phone Number

Cumbernauld, GB

Glasgow, United Kingdom

• Supporting Global Enterprise customers, my role is to act as a critical point of escalation for Customers, Service Desks and Service Management teams.Responsible for managing high impacting Incidents and driving.
• Validation, categorization and management of critical Customer Incidents.
• Interfacing with ITIL functions and Technical resources, both interna and external, with the ability to negotiate in difficult situations to reach a successful conclusion.
• Chairing and driving Technical and Customer Bridge Calls.
• Ability to control progression within a pressurized and complex Technical environment.
• Excellent Communication skills, both written and verbal.

Continued responsibilities as detailed below following TUPE to Communisis adopting and adapting to Company processes and requirements in line with a Transition Plan and eventual integration of workload into the business structure of Communisis.Co-ordinated within Communisis the successful delivery of the new Axios Assyst system implemented by HMRC for the.

Managed a virtual team responsible for Compliance to processes and standards, the Quality Management System and Document toolset, Incident/Problem Management, Occupational Health and Safety Management, Information Security Management and Risk Management for all Output Services sites within the UK delivering Continuous Service Improvement and Cost.

Implemented and established a mature Incident Management Process and Document toolset withinOutput Services and managed a team of Incident Managers responsible for ensuring all Live Incidents logged on the ITSM tool are resolved within agreed timescales, and with minimum disruption to Operational and Customer Service Level Agreements, and pro-active Trend.

Developed, introduced and established a mature Problem Management Process and Document toolset within Output Services. Responsible for the validation, creation and management of all Problem and Known Error Records ensuring that they have been assessed at the correct level of impact & prioritisation, are allocated to the appropriate Resolver Team and are.

Lead on the successful Implementation of a Service Centre function in consultation with Fujitsu and HMRC Key Stakeholders providing a controlled and measured interface for communications from and to our Partner and Customer organisations, and within Output Services.Implemented and documented a collaborative ‘Composite Schedule’ Process in agreement with.

Developed, established and managed a Quality Management System and Document toolset for all Output Services sites within the UK to ensure compliance with Fujitsu Business Management System and certified International and Her Majesty's Government Standards.Established a virtual Team of QMS representatives and Internal Auditors ensuring required high and low.

Continued responsibilities as detailed below following TUPE to Fujitsu.

Established and managed a small Team on-site responsible for site Quality Management System,Incident Management, 3rd Party Supplier engagement, Print Software Releases/Upgrades, Form Testing and Customer Feedback in line with Service Delivery functions.Developed and appraised Performance of Team via regular 121s and Team meetings in line with Company HR.

Developed, implemented and managed a site Quality Management System and performed Internal Audits (certification achieved) ensuring compliance with ISO:9001 Standard.

Responsible for the operation of ICL 3980 Mainframe Systems, the Printing of Government Forms on Laser and Impact Printers and completing associated Quality Checks and Paperwork.