Tom Boothroyd Email & Phone Number

Manchester, England, Gb

Manchester, England, Gb

London, England, Gb

Temporary Assignment - on behalf of TEKsystems. ENDS 29 November 24, due to funding / budgetary challenges.Responsible for providing IT Service, IT Operations and Supplier Management expertise to the Royal London Group; managing and collaborating with suppliers associated with the Aegon, CIS and Scottish Provident closed books of business, working with Royal London Group colleagues and suppliers Capita, Aegon and Atos.* Providing leadership expertise and modernisation of key strategic accounts.* Providing IT Service Management oversight and relationships management for Aegon Protection and CIS books of business - working closely with Aegon, Atos and Capita colleagues.* Leads the IT Service Management and Supplier Management functions with the above suppliers, in a SIAM model, including ensuring operations are managed effectively and supporting business processes, technology products, services and solutions are fit for purpose.* Defined and set the standard for supplier performance reporting, including the modernisation of processes and reporting standards.* Re-defined Royal London Groups’ approach to working with external third-party IT providers, incl. at a contractual level* Is front and centre and sets the standard (defined), for all Major Incidents – in a SIAM environment.* Effectively manages the day-to-day ITIL practices.

London, England, Gb

Role Summary - To ensure ITIL service management operations are managed effectively, working with multi-disciplined delivery teams, who support a variety of business processes, technology products, services, and solutions.* Effective day-to-day management of ITIL service management operations in a SIAM environment, enabling stability and continuous transformation, whilst ensuring contractual responsibilities are delivered to an exceptional standard.* Leading and working with offshore teams.* Front and centre of security, cloud, infrastructure, application, and digital workplace activities.* Strong senior stakeholder management and thought-leadership skills.* Contacting the customer to resolve disputes or escalations.* Operational oversight and day-to-day management of ITIL practices (Service Desk, Request, Incident, Major Incident, Problem & Change), working with the respective tower support functions.* Proactively working with tower support functions to improve ways of working and drive customer outcomes.* Continually driving the implementation of automation and knowledge initiatives to off-load mundane tasks ensure a consistent service approach is delivered across all functions.* Leading the development of new and existing ITIL practices within your assigned customer engagement, by implementing structured service improvements to improve overall maturity.* Producing service-level reporting data.* Working with Service Delivery to design and execute service delivery strategy across work streams.* Business relationships: customer relationship management, client perception management, escalation point, resource management and scheduling, service level a, service reports, service Improvement, service rectification planning, vendor liaison, external & internal liaison, take part in external and Internal reviews

London , Gb

 Successfully led the migration of SOP to OCI (Oracle Cloud Infrastructure – Single Operating Platform used by 300K users in UK Government), in a SIAM environment.  Continually hits and surpasses internal and external SLAs and KPIs - ensuring infrastructure, network service and system availability and performance to 3K internal customers and 300K users in UK Government. Reinvigorated supplier (multi) management in a SIAM operating model, leading to consistent over achievement by suppliers – benefits included system stability and improved NPS scoring. Significantly reduced the number of P1 Major Incidents - sets the standard for the effective management of Major Incidents (P1 and P2), including communications. Spearheaded and led the move to M365 incl. O365, MS Teams, OneDrive, SharePoint, and Azure platform storage. Spearheaded and played a leading role in the introduction of self-service technologies, a new Service Desk / Service Management tool, key network infrastructure modernisation / improvements including sizable Wi-Fi installations. Raised poor Software and Hardware Asset Management compliancy levels. Re-defined SSCL’s operational change process and acceptance of risk. Revitalized and revolutionized SSCL’s approach to vulnerability management and remediation - responsible for ensuring new and ongoing ISO certification, Cyber Essentials Plus and external penetration testing and IT Health checks. Relocated over 3K office-based staff, at speed, to their homes – on locked-down Desktop PCs that were not designed for home use (in approx. 10 days). Led and drove the introduction of technologies such as O365, AWS, Amazon Connect and MS Teams to the estate (including user Comms and training documentation), at speed, ahead of schedule, to 3K internal customers.  Led the team (permanent and contract staff) responsible for building and configuring 1,200 laptops in under a month.

IT Infrastructure, process, service management, procurement, business development and relationship management - For clients including Erin Associates.

Business Continuity and Risk Management cloud based software SME. Incident Reporting App designer for Wincanton, M&S, TUI and other corporate clients. Award winning cloud based compliance software specialist.Leading, refining and re-designing operations. Brought in to re-structure operations, improve service and solution delivery and turn around underperforming teams; * Led the delivery of IT services to 550+ UK wide clients (Software, Professional Services and ICT Services). * Minimised potential increases in operating expense, improved client retention and satisfaction.* Led and mentored service desk, account management and customer service teams, incl. recruitment / retention. * Introduced KPIs, improved productivity and reduced outstanding projects and customer issue backlogs (achieved a consistent 75% reduction in levels) – also introduced best practice, IT governance, Quality Assurance and process. * Set the standard for customer service (focus and retention); reinforced by “IT Provider of the Year” awards.* Led Project Management teams in the delivery of numerous IT projects. * Face to face client service management and client retention responsibilities.* Contributed to the launch of new technologies and solutions.

Leader in Sexual Healthcare systems; to NHS Trusts (Hospitals) and Private Healthcare clients - Sold to 6PM. Reported directly to the owner.Working directly with the owner (a former customer); advised on business and customer focus, internal IT systems and product platform, in addition to conformance and ITIL compliancy – in the run up to a business sale. Provided expertise regarding the migration of solutions to a cloud Managed Service wrap and contributed to the launch of new technologies.

Portsmouth, Hampshire, Gb

Comms (3G and LTE), Managed Services, analytics) to shopping centres worldwide. No longer trading.A hands-on leadership role, responsible for the build, installation and aftercare of all equipment installed worldwide.  Set the standard for infrastructure, installation, support services and customer service - delivered to a world-wide customer base (24x7x365), including component level manufacturing, logistics and supply chain management. Line management responsibilities for a Global Service Desk team, Account Management, DevOps, Infrastructure, a small, outsourced development team, Logistics, build and maintenance teams and managed outsourced Global partners and their technical teams (IT Engineers, Cabling and Electrical engineering). Improved customer satisfaction levels (by 62%) and incident management performance by 65% by introducing new ways of working.  Professionalised build, stock management and Asset & Configuration business practices.

Leading ICT and outsourced IT services provider; Healthcare, Councils, MOD, Blue Light, Retail and Private sector clients. A strategic and hands-on multi-faceted operational role with budgetary responsibilities. Headed up the delivery of a wide range of IT services and technology solutions to 5,000 clients - incl. Servers, Desktops, Networks, Cabling, Multi-Site Comms, Telephony, CTI, Digital signage, cloud-based systems, hosting, Managed Services, Self-Service technology, EPoS, IT Security, Remote Monitoring, Software and Data Validation.  Led multi-functional teams; including Service Desk, Contact Centre, Customer Service, Infrastructure, IT Engineering, Telephony / Cabling teams, Training, Logistics, Development, Project and Resource Planning teams.  Set the direction for products, services, systems and operations - grew operations from 25 staff to 200 staff.  Turned an under-achieving division into an £11M market leading ICT specialist. Increased revenue, profitability, and market share.  Diversified operations into Education, Blue Light, Retail and Local and Regional Government (Councils) sectors. Changed customer perceptions – achieved unprecedented levels of customer satisfaction and retention (95%). Decreased operating expense (£250K+), improved employee performance and increased revenue. Seamless introduced ISO9001, ISO20000 and ISO27001 into operations, including certification. Spearheaded Egton’s move to 24/7 operations and status as a “Certified and Approved” ISO20000 Helpdesk. Migrated approx. 4,000 Emis customers from LAN to a cloud-based solution under a Managed Service wrap. Provided Data Hosting facilities for 1,500 clients and a disaster failover location for the EMIS Health group. Ensured the effective delivery of network /software refresh projects to 3,000 clients approximately every 3 years. Managed the on-time delivery of hardware upgrade programmes to 500 customers, in England, every 3 years.