Global Head of Department, working in the managed services provider / business process outsourcing industry, responsible for the global service desk and the global Infrastructure team.• Looking after our multiple offices, across North America, Europe and Asia, supplying support to over 1800+ end-users.• Reporting directly into our Board of Directors.• I.T Leadership, Mentoring and Development• Providing a single interface point for the whole business for both IT, client/customer services and internal IT projects.• Ensuring that IT, Client/Customer services and project deliverables are achieved.• Delivering proactive system’s infrastructure management.• Striving to delivery and improve global IT systems through SLAs and KPI.• Manage the operational environment and technical support groups both internal and external.• Delivering IT system reliability and security, with in-place monthly reporting• Supplier Management• Setting I.T strategy• Ownership of I.T budget• Working in partnership with our global compliance team, to ensure I.T compliance is delivered and adherence to global processes, policies such as ISO27K, JSOX, ITIL, PCI 4.0, SOC I & II are met

• ‘Key Account’ Business Relationship Manager for Service desk, Help desk, Infrastructure and End User Support Solutions and work on a frequent basis at many key client offices/sites across Europe• Reporting directly into our board of directors and with dotted line reporting into Head of Sales and Marketing and Head of Service DeliveryKey duty is to ensure we are delivering the services as per the agreed statement of works and to consistently remain engaged with client and our services delivery manager or team leaders to understand service performance and challengesMeet frequently with the customers C-Level and Key Decision Makers and working with them to understand their short, medium and long term IT and business strategiesForever seeking to offer service improvements, reduction to year-on-year cost and working on alternative approaches with solutions and services• Account growth forms part of my function, by ensuring our portfolio services are always being presented, discussed and offered• Forecasting for invoicing, new business and fiscal year budgeting/planning• MSA/PSA generation, Solution Designing, Statement of Work management and commercial modelling• Arranging and hosting monthly business service reviews and strategic quarterly business reviews• Key Member of our businesses Maturity Model Strategy• Forming part of the Global Management Team• Practitioner of ITIL3 BRM framework and other ITIL3 process, ISO27001 trained

Managing Onsite support for all UK regional RB Offices

Manage the day-to-day requirements of 40+ L3 and L2 WINTEL and UNIX I.T staff and customers I.T requirements for Infrastructure support solutions - covering but not limited to the following technologiesSun Solaris, Linux, Windows Server 2000,3,8, VMWARE ESX, Citrix, Symantec NetBackup and Storage Arrays - EMC and NetAppsWintel L2 and L3 Support (EU and Asia)Storage L2 and L3 Support (Europe)UNIX L2 and L3 Support and Professional Services (EU and Asia)Backup L2 and L3 Support and Professional Services (Asia)Project Leadership when requested.

15'000 Workstation/Laptop European rollout.Overall control of managing project, deskside solution, asset tracking and staff resourcing across 10 European regions.

Part of a two manned team looking after the internal support of the company I.T Infrastructure. Windows NT, 2000 ServersLinux ServersDNS ManagementTCP/IP ManagementCisco router, swtiches, firewallsProxy ServersSoftware ManagementMonitoring Tools24x7 On-Call service

I.T Manager responsible for all I.T services offered to Merlin's customers. Team of 35 person based around the UK

Onsite I.T consultant working assisted in Infrastructure support and I.T Project leadership

Assisting in onsite day to day support of Merlin's customers. Small to medium sized companies.