Service Delivery & Capacity Manager
Leeds
Part of a national service management directorate which provided the service management governance for this programme from the various suppliers’ contract awards through to the live operation of the above systems. These included- NHSmail - which was the world's largest deployment of Microsoft Exchange (750,000 users)- Responsible for ensuring that ITIL capacity management processes were designed, documented and maintained with Suppliers - Acted as the senior interface to the… Show more Part of a national service management directorate which provided the service management governance for this programme from the various suppliers’ contract awards through to the live operation of the above systems. These included- NHSmail - which was the world's largest deployment of Microsoft Exchange (750,000 users)- Responsible for ensuring that ITIL capacity management processes were designed, documented and maintained with Suppliers - Acted as the senior interface to the Suppliers regarding all issues relating to Capacity Management Management of suppliers and specialist guidance to the National Service Management Directorate for all aspects of Capacity Management:- Accountable for the capacity management process and ensure accurate integration of other ITILprocesses, in line with BS15000 and ISO20000 standards.- Managed the planning and implementation of Dashboard Performance monitoring systems that provided the visibility of end-to- end measurement of the Suppliers performance- Maintained the monitoring and reporting of all suppliers for the critical capacity components, thatunderpinned the services delivered.- Facilitated management meetings with all of the CFH suppliers regarding performance management, ensuring that all capacity requirements were delivered, and where required manage all risks and mitigation plans.- Played a central role in the promotion, understanding, and benefits of the capacity management process to all internal and external stakeholders.- Established, developed and maintained peer-to- peer relationships with all CFH suppliers and stakeholders. This included the set up of Special Interest Group, to define, share and promote Capacity Management best practice.- Provided specialist guidance, support and re-negotiation discussion of CFH supplier contracts –particularly the Service Level Agreements and Key Performance Indicators for all services delivered. Show less