Theo Thompson Email & Phone Number

London, England, United Kingdom

London, Greater London, United Kingdom

Support the transition team in the design and development of service management policy, process, procedure and service model design for the delivery of service management as per the OLEU2 contract requirements. Utilise industry knowledge and experience to deliver a service design to meet the requirements of service assurance.Manage the relationship and delivery of milestones to the Metropolitan Police service assurance programme team.Provide operational leadership and support for the Metropolitan Police and other blue/orange light services service management functions. Own and drive the continuous service improvement process, ensuring services provided meet the current and future needs of the clients business.Manage the engagement with the company operational acceptance of services into service (OASIS) function; ensuring Service Management requirements are met for the introduction of new services into operational support teams.

Responsible for the technical account leadership and relationship management for a major client, predominantly focusing on the delivery of the Siebel CRM project, providing business analysis and the management of service for Royal Mail group and partners; identifying areas for sales penetration and business growth.Proactively managing client capacity management, servicing the clients’ future requirements in the technical infrastructure and service demand.

Develop, manage and operate a Problem Management Process within Service Operations allowing for Problem Management to become a key business deliverable. Facilitating Root Cause Analysis Workshops and Post-Problem Reviews; ensuring standardised methods and procedures are used for efficient and prompt handling of all problems.Manage Major Incidents to restore service to client infrastructure and service as efficiently as possible. Provide support and advice to Incident Managers during a Major Incident.

Responsible for SLA management, commercial management and customer satisfaction. Providing stakeholder management; working with IBM delivery competencies to resolve service delivery issues. Ensure Service Delivery adherence to process and procedures whilst providing leadership and direction to the Service Delivery teams.

Provide leadership and support to the Incident and Problem Management teams. Manage and deliver continual service improvement plans to improve service availability and continuity and reduce operational costs. Prioritise the resolution of Problems and Incidents to maintain service availability and continuity.