Stuart Hawkins Email & Phone Number

Southampton, England, United Kingdom

• One of the main focal points for business led IT change, who facilitated coordinated and on time project delivery across multiple Infrastructure teams. • Effectively worked alongside external vendors, internal application, and security teams to successfully deliver 10 major IT projects and multiple business and IT led mini change projects.• Played an important role in forging effective internal and business relationships as the infrastructure team expanded, after we insourced hardware and application support from 3rd party vendor - HCL. This led to a smooth transition of support services and up to a 50% reduction in Major Incident downtime.• A few of my successful deliveries include Windows 11 upgrades to >4000 devices, new customer facing digital applications, finance system consolidation across Quilter group companies and Citrix upgrades.• I recently delivered a successful major Infrastructure decommissioning program following the sale of our international business which resulted in the removal of >1000 servers and multiple infra with minimal effects to live service and a reduction of circa £400K in IT operating costs. • Led initiatives to create working groups between application, security, and business change teams, which created better working relationships and quicker more effective IT change. The working group with Information Security allowed us to address and resolve over 200 security vulnerabilities, improve our security posture and reduce our cyber insurance premiums.• My role required me to work with risk, governance and legal teams when dealing with Financial Conduct Authority requirements. I supported the legal team with IT requirements for an external litigation case.

Southampton, United Kingdom

• Assisted in the transformation of the service management function, with direct responsibility for creating a new 24/7 IT Operations Support Centre to effectively support our 3000+ user base.• Pivotal in transforming the existing MIM function and adopting industry best practices, which over time resulted in a significant decrease in the number of major incidents and outage times.• Recruited a new 24/7 team of 8 major incident managers for a custom-built support centre and produced a high performing IT support team of 8 with active systems monitoring and an effective war room. • Improved working relations and practices with existing 3rd party vendors (HCL, TCS, Capita and others), which improved SLA attainment figures, change control, system stability and uptime. • Major improvements were made in vendor management, incident communications, reporting and SLA ticket management, which resulted in a better-informed business and a marked decrease in internal IT escalations.

Slough, United Kingdom

• The global IT estate was severely impacted by a virus outbreak in June 2017, which affected a significant amount of their infrastructure. • The main remit of the role was to perform Crisis Major Incident Management when required for high level internal escalations relating to critical systems that were still waiting to be restored back into live service. • The team were required to effectively manage the offshore supplier to bring about prompt recovery of service and ensure effective internal stakeholder communications throughout the process.

Hursley

• My role was to lead the new 24x7x365 Command Centre team for a new Global account for The Wood Group (Operating in 60 countries with circa 35K staff) and to provide guidance and direction for Incident, Change and Problem functions.• I set up the Command Centre team to take over existing Incident and Change functions from the customer. My directive was to consolidate and improve the functions before offshoring to IBM delivery teams in India, which would provide a fully resourced and cost effective 24/7 support solution to the customer.• Major Incident SLA classification and priority determination was problematic due to a lack of credible supporting information. I engaged with key customer stakeholders to identify the required supporting information to improve and streamline this process.• During the transition of service from UK to India we faced consistency issues in providing the required service levels. I was sent to the Bangalore offices for 2 weeks to personally oversee and make sure that we had a successful transfer of services, whilst maintaining a positive customer experience of IBM.

Hursley

• The 24x7 Global Command Centre was primarily responsible for Major Incident, Change &, Problem Management functions for the WPP Group across 110 countries and 180K users.• Responsible for managing the lifecycle of Major Incidents, providing effective communications, chairing technical and management calls, driving multiple resolver groups to restore service within contractual SLA's.• Acted as the main escalation point for internal and external stakeholders for all operational issues within Global IBM Service Delivery teams. Responsible for ensuring contractual SLA targets were consistently met and taking proactive measures to achieve this.• Led and managed the implementation of innovative, tactical decisions that were outside of established procedures to constantly improve MIM operations under the Continual Service Improvement work stream.• I developed Knowledge Transfer and training plans for the new India Teams to ensure they provided the same high level of service already being received by the customer from the UK teams.

Reading, United Kingdom

• Oversaw the quality control for MS engineering services across Western Europe for the MSD division. Furthermore, I spearheaded negotiations with integral, global stakeholders to define and deliver appropriate resources for engineering support to premier customers. • I heightened service quality across the organisation through clear, effective communication channels and creative strategies. • I advised on customer satisfaction surveys, developing key recommendations for service improvements and identifying trends in negative partner and customer experiences to find adequate solutions.• Furthermore, I monitored systemic issues and process breakdowns during the case management and escalation process implementation, initiating changes and improvements to prevent future occurrences.• I successfully addressed high priority customer escalation needs for critical and high-visibility issues, affecting Microsoft’s strategic premier customers and partners.

Bracknell, Berkshire

Theale, Reading

Colnbrook, Slough

Colnbrook, Slough

Weybridge, Surrey

Weybridge, Surrey

Weybridge, Surrey

Bracknell, Berkshire

Bracknell, Berkshire

• Formulating new hair care products.

• Daily testing of water samples to ensure the water supplied meets stringent quality standards

Maths, English, Information Technology, Chemistry, Geography, History

Itil Foundation V3