Steve Ellis Email & Phone Number

Staines

Stockley Park, Uxbridge

Service Delivery management of the global BP IT Service Desk services supporting circa. 70,000 users Globally through IBM the chosen service provider. Responsible for the delivery of service to the agreed Service Level Monitoring and measuring the performance of a Service Desk of 350 dedicated resources based out of Bangalore, Bruno, Greenock, Dublin and Boulder through Key Performance Indicators reported through they Daily Dashboard.Managing the smooth transition of an upgrade from Remedy 6.3 to Remedy 7.5.Daily conference calls with the New Joiner Team split across the UK and India.Weekly meetings with various key stakeholders from business units in BP based in the UK and US.Maintenance, development and execution of a Continuous Service Improvement Plan.

Watford, United Kingdom

End-user focused Service Delivery, managing the principal IT Managed Service provider (HP).Responsible for driving the service operations, ensuring service obligations and SLAs were met.Day to day management of a service of 140 dedicated offshore resources, consisting of several technical Infrastructure and Application Support teams, including a Helpdesk taking 5000 calls per week.Management of service improvement plans, impact assessments, forecast and capacity planning, including implementation of enhancements to existing service.Customer facing, required to interface and liaise with all key EU KPMG stakeholders in the UK, France, Netherlands, Germany, Spain and the Supplier, escalating ongoing issues where needed.Liaising with Project teams on new services to ensure smooth transition into Operational Support

Vendor/3rd Party ManagementChairing Service reviewsContract renewalsContract negotiationManaging a multi-million pound budget.Driving value by governing tight SLA and OLA management.Supporting Service Management team (Incident, Problem, Change, Release and Service Desk) by ensuring that Contracts meet business and service requirements.Managing a portfolio of suppliers. Originally I had a Portfolio of 30+ suppliers and I was challenged to rationalise this together this the costs via bundling services togther that could be managed by a key supplier as a Managing Agent, establishing non-IT spend and transferring funds to other business units and removing contracts that are no longer required. Once completed my Portfolio was reduced to 12 with a considerable saving within IT's budget.

ITIL based Change Management.Developed CM processes to allow movement from Axios Assyst based tool that was managed in house to a Hosted instance of Remedy.Adapted processes allowing for the Change and Problem functions to be outsourced and where possible off-shored.

ITIL based Problem Management focusing on M&Ss General Merchandise Hardware and Software. Including WINTEL, Mainframe and UNIX based systems.Attend and provide feedback within 3rd Party Service reviews.

ITIL Change Release and Problem ManagerConducting Service Reviews with customers and 3rd party suppliersManaging 3rd party service deliveryDriving the quality of service up via SLAs, OLAs, Continuous Service Improvement Planning, etc...Dealing with customer escalations and complaints.Chairing user forums

Ba Hons, Theology

Activities and Societies: Student Union Treasurer 91-92

Education record

Education record