Responsible for the delivery of a multi-million pound ITIL based Asset Management service to a major UK Government Account on behalf of Capgemini.Owning the client relationship, managing specialist resources to ensure contractual commitments are effectively delivered, whilst developing and building the Asset Management Service to meet the demand of future requirements.• Managed in excess of 12,500 hardware assets and a multi million pound software portfolio.• Ensured day-to-day operations were delivered and managed to contractual standards.• Provided effective proactive management of the Global Asset teams.• Deliver quality results though ITIL methods and best practice to client and internal organisation.• Managed service metrics for both client and internal organisation.• Developed and implemented service improvements to promote financial savings.Achievements:• Successfully managed the migration services from the UK to right shore centre of excellence.• Established annual software compliance savings in excess of £1.2 million per annum.

Accountable for the delivery of all IT Managed Services within a ITIL framework to a Major High Street retail client on behalf of Capgemini.Managing multiple worldwide technical teams to monitor and maintain the clients IT infrastructure 24x7, providing full revenue management against agreed financial targets whilst ensuring the development of the account and client relationship. • Accountable for the delivery key IT service functions.• Manage and maintain dual Data Centre locations and delivered services. • Delivering Problem Management, Change and Major Incident management.• Manage and exceeded SLA and OLA performance to agreed targets.• Develop offshore staff resource model to meet the changing demands of the client.• Managed contract exit resulting in client references.Achievements:• Successfully established an offshore delivery model to compliment the client engagement.• Managed the complex transition of all IT services provided by Capgemini to the new supplier.

Managed the delivery of core IT services to a Retail High Street client on behalf of Capgemini.Responsible for the day to day support of Wintel, AIX, Service Desk and Desktop teams supporting the clients technical solution, acting as the onsite as a single point of contact at customer location for co-ordination and escalation.• Delivered compliance to contractual deliverable and metrics,• Providing technical management of projects.• successful projects into service transitions• Provided 24x7x365 cover for Service management escalation.Achievements:• Managed a desktop refresh program to 1300 users based in multiple UK locations. • Dedicated management of critical hardware failure recovering services at a key trading time.

Delivering a fully managed service within the ITIL framework to the client ensuring all IT service levels are delivered successfully. Developed high performing teams to maintain Service excellence and drive impeccable service levels. • Achieve and maintain cost inefficiencies across the service model.• Established technical resource model to support client infrastructure.• Implemented service desk structure to provide 24x7 support and escalation processes.

Responsible for delivering Problem Management disciplines across all service streams.Delivered major incident and root cause reports to enabling analysis of key service failures.

Responsible for managing the Desktop and Network technical support team.Provided dedicated support to over 1,500 networked PC users across multiple sites throughout the UK ensuring effective resolution of all PC related queries.

Delivered dedicated support to 1,000+ network PC users ensuring effective resolution of all PC related queries. Managed the day to day running of the call logging system monitoring performance against SLA's