Stephen Mccrory Email & Phone Number

United Kingdom

RoleResponsible for the Change Enablement Practice for Lumen UK Government clients. Creation, documentation and governance of the Change Management process. Ensuring all proposed Requests For Change (RFC) are recorded, evaluated, authorised, prioritised, planned, communicated, tested, implemented, documented and reviewed in a consistent and controlled.

Basingstoke

• Role
• Ownership of CGI GIS UK IT Service Management Best Practice processes for Service Transition.
• Management of Change, Release and Asset personnel including recruitment, training, development, objective setting, appraisal and discipline.
• Creation, evaluation and reporting on Key Performance Indicators.
• Production of regular and ad-hoc reports/statistics and contribution to sections of client monthly reports.
• Development and continual service improvement of Change Management process including introduction and chairing of a formal Change Advisory Board (CAB) and Infrastructure Services Change Window for each customer.

Basingstoke

• Role
• Ownership of CGI GIS UK IT Service Management Best Practice processes including those for Incident Management, Problem Management, Asset Management, Change Management and Release Management.
• Management of the Service Support team including recruitment, training, development, objective setting, appraisal and discipline.
• Creation, evaluation and reporting on Key Performance Indicators.
• Production of regular and ad-hoc reports/statistics and contribution to sections of client monthly reports.
• Process representative in audits for ISO9001, ISO27001, Sarbanes-Oxley (SOX), external customer, internal CGI.

Basingstoke

• Role
• Ownership of CGI Northern Europe IT Service Management Best Practice processes including those for Asset Management, Change Management, Service Level Management, Incident Management and Problem Management.
• Development and rollout of Service Level Management Business Unit process and templates for Service Level Requirements (SLRs), Service Level Agreements (SLAs), Operating Level Agreements (OLAs)
• Management of the Service Management team including recruitment, training, development, objective setting, appraisal and discipline.
• Creation, evaluation and reporting on Key Performance Indicators (KPIs).
• Process representative in audits for ISO9001, ISO27001, Sarbanes-Oxley (SOX), external customer, internal CGI.

Basingstoke

• Role
• Responsible for the day to day management of the Service Desk and Service Support teams including recruitment, training, development, objective setting, appraisal and discipline
• Provision of 1st and 2nd line support to end users and partners to contracted Service Level Agreements (SLAs)
• Management of the Service Support team providing technical support for CGI’s IT Service Management tools
• Creation and continual improvement of Service Desk Processes and Procedures
• Creation, evaluation and reporting on Key Performance Indicators (KPIs)

London, United Kingdom

• Role
• Management of EMEA multi-office Technical Services pre-sales, post-sales, training and consultancy teams including recruitment, training, development, appraisal and discipline
• Management of the IS team supporting network and systems management across five European offices
• Client visits to discuss support needs and leverage additional support, consultancy or education business
• Internal department co-operation to resolve client issues, complete projects, leverage additional business
• Liaison with US Head Office to create and maintain global support services model

Newbury

• Role
• Delegation of consultancy and education activities within the team
• Solution demonstrations/problem investigation in house and at client sites
• Resolution of client issues – liaison with Development team until resolved
• Presentations at trade shows, customer conferences and seminars
• Consulting at major Blue Chip and government sites