Steve Gorman Email & Phone Number

Singapore

Singapore

• Same role as before, now working in Singapore

Hong Kong Sar

• Crossroads is an NPO run by 70 full-time & 4 000 part-time staff, delivering annually, e.g., humanitarian aid worth SGD24m• Transformed the reputation of Crossroads IT Support (including by designing & implementing ITIL based Incident, Problem, Request Fulfilment, Change, Configuration, Risk, & Service Level Management practices)• Completely revised SLAs & added additional KPIs to deliver data driven decisions & optimise value from scarce IT resources• Service strategy includes on-going migration from on-prem to the cloud• Commended by senior leaders for effectiveness in building a team from scratch, 360-degree relationship building, and for passion, energy & enthusiasm• Excellent feedback received for introducing a monthly service review to the CTO• Formalised & documented processes, standardised technology used, analysed trends, & listened to customer feedback to drive & deliver numerous improvements to make Crossroads IT services more cost effective, lean, secure & valued• Trust generated reflected in monthly report comments by the Head of IT such as, ‘Steve Gorman has single-handedly changed the image of IT Support from being known as “where tickets go to die” to “the best way to get the issue addressed”’• Exceptional Contributor Awards received for 2020 & 2021 (at the time the 1st & only person to receive this award)

Hong Kong Sar

• Participated in and led initiatives for various not for profit entities with a sustainability mission

Hong Kong

• Accountable for CLSA (BT's then flagship HK based account (TCV SGD94m))• Service covered 50 sites in 21 cities in Asia, Australia, Europe & USA• Delivered data services, IPT, trading room systems and perimeter security• Inherited an amber account, turned it green 3 months after joining• Stabilised service to move quarterly cust sat from “neutral” to “quite likely” to “very likely” to recommend BT in successive quarters immediately after joining• Introduced trend analysis to the account enhancing data driven decision making• Audited contractual gaps to drive monitoring, alerting and reporting improvements• Provided SM support to deliver Service Desk insourcing without service disruption• Achieved superb CIO feedback in presenting monthly service reviews• Commended by the Account Director for coaching and developing staff• Value of contribution demonstrated by request in person by BT General Manager to withdraw resignation & 2 separate job offers from BT to return there since departing

Liverpool, United Kingdom

• Delivered international stable service on a SGD$1bn TCV IBM reference account• Fulfilled SLAs & KPIs for the customer's most lucrative line of business (LOB)• Service scope covered users across 7 European Countries• Turned all inherited amber areas green after promotion to this role• Participated in major incidents as a recognised Incident Management guru• Commended for attention to detail in service onboarding work• Continually & constructively developed Service Improvement Plans based on root cause analysis, trends & customer dialogue to improve cust sat & / or reduce cost• Designated as the LOB Service Managers team Change Champion due to passion for improving the account Change Control service• Achieved #1 Configuration Management position of all 6 LOBs on the account• Completely revolutionised the LOB legacy service documentation with the template I designed subsequently adopted account wide for all LOBs on the account• Trusted implicitly as an advisor by RSA and as their representative in IBM from working with integrity with them, consistently demonstrating complete commitment, ownership and accountability to ensure their success

Liverpool, United Kingdom

• Led the account on & off shore Incident Team tackling 400+ critical & high incidents pcm• Retained a role as a Major Incident Manager as well as owning IM team leadership• Led a team of 13 staff attracting account wide appreciation for staff development• Received appraisal feedback, “There is no one better at managing incidents”• IBM Merit Award received for Major Incident Management work in this role• Invited to join the out of hours IBM cross account Major Incident Management team (the best of the best Incident Managers in IBM)

Liverpool, United Kingdom

• Inspired virtual teams of technical resolvers including third party suppliers through the incident process• Analysed Change Management records to ascertain if the incident was change caused• Applied disciplined troubleshooting methods (e.g. impact and symptom analysis, stepping through the data journey), to isolate the issue & recover service• Dynamically juggled & oversaw multiple in-flight incidents optimising recovery time frames• Fearlessly managed any incident involving any technology• Provided lucid, precise, verbal & written communication conveying impact, steps taken, risks and action plans translated into audience appropriate language• Religiously documented progress in the relevant ticket• Doggedly ensured each ticket after service restoration contained the optimal then known info for handover to Problem Management

Liverpool

• Managed projects on multiple platforms delivering to time, budget and specification• Delivered an 'undeliverable' fixed deadline outsourcing project to generate a multi million pound service credit. Added to the IBM Top Talent List as a result• Received 2 IBM Merit Awards including 1 for a software deployment project 100/100 cust sat score

Liverpool, United Kingdom

• Defined, planned, executed and closed Wintel projects to time, budget & specification

Various

• 8+ years in Programmer and Desktop Analyst roles in RSA, Unilever and Midland Bank sandwiching a personal development working holiday in APAC

Bsc, Applied Chemistry

Activities and Societies: Football, Charity Fundraising • Minor subjects included Computer Studies

Postgraduate Diploma, Industrial Administration

Activities and Societies: Football • Majored in Marketing also studying Business Environment, Economics, ICT, Management Finance.