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A senior ITIL Service Delivery professional with 30 years IT experience gained working for a blue chip organisation in a variety of key managerial roles in Service Operations and Service Transition. An ambassador for the provision of quality Services underpinned by rigorous process governance and controls. Proven track record of delivering service improvements and projects across a wide range of areas. Focussed upon delivering work to the highest standard in line with tight deadlines. Leads by example with a very much hands-on approach. An inspirational team player and equally capable of working without supervision.Specialties: • Leading change in challenging environments through collaborative partnerships• Excellent communication skills and can influence at all levels• Strong decision making, problem solving and planning skills• Ability to think strategically whilst maintaining a strong focus on detail• Developing, coaching and motivating teams and individuals to achieve goals and objectives• Proven track record of delivering projects and indentifying and delivering performance improvements
Icon Plc
View- Website:
- iconplc.com
- Employees:
- 10597
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Senior Information Technology Project ManagerIcon Plc Sep 2023 - Present
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Portfolio ManagerIneos Grangemouth Jul 2020 - Aug 2023 -
OwnerMrc Services & Solutions Ltd Apr 2011 - Sep 2020Newly formed company providing a suite of IT services to businesses big & small. Included are Service Management, Service Introduction, Service Improvement and Technical Authoring.
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It Change ManagerRoyal Bank Of Scotland Feb 2013 - May 2020Edinburgh, United Kingdom -
It Service Delivery Manager, Wealth & International BankingLloyds Banking Group Sep 2011 - Feb 2013Edinburgh, United Kingdom -
Uk It Change & Release ManagerHeineken Aug 2008 - Apr 2011As well as still being responsible for the Change Management Team during a period of significant organisational change and outsourcing, I was also asked to fulfill a Project Manager/Service Delivery role managing and delivering projects and new initiatives across a variety of areas into BAU operational support. During this time I :-• Delivered the transition of a multi million pound project (implementation of SAP CRM) into BAU support enabling 94% of all Incidents reported to be resolved within SLA• Delivered the outsourcing of Heineken’s EDI service offering to a 3rd Party Supplier into BAU support.• Delivered the outsourcing of Heineken’s bulk printing solution to a 3rd Party Supplier into BAU support.• Implemented Password Reset Manager software across the UK reducing the number of password reset calls by 15%• Developed user self-help support documentation anticipated to reduce calls to the IT Service Desk by 20%All of the above involved the following tasks and skills :-• Support processes to be defined• Support strategy to be documented – both for early life support and BAU support• Operational and Technical impact to be assessed• Creation of Transition Project Plan and tracking/monitoring thereafter• Engaging with project teams to enable full collaboration to meet operational readiness requirements• Creation of required Knowledge Documents and subsequent updating of Knowledge Base• Ensure Knowledge Transfer to support teams takes place and is understood via scenario testing• Involvement of support teams in all phases of testing• Stakeholder management• 3rd Party Supplier management• Clear and concise comms to all affected parties• Excellent relationship building• Incident Management post go-live -
Uk It Service Desk ManagerScottish And Newcastle Jun 2007 - Aug 2008Seconded to the role of Service Desk Manager for 12 months to review and improve the service offering.• 60% reduction in Call Abandon rate• 50% reduction in SLAs breach• 50% reduction in number of open Incidents• Reduced the number of open Incidents by 50%• Improved Customer Satisfaction Survey results• Established an Incident Management Team enabling proactive monitoring and trending of Incidents, driving down the number of open Incidents and increasing the SLA fix rate• Established a Build Team ensuring that SLA targets were met• Delivered efficiencies through the introduction of a number of process improvements underpinning all of the above -
Uk It Change & Release ManagerScottish And Newcastle Jun 2005 - May 2007Responsible for managing the IT Change Management Team to ensure that the necessary controls were in place to maintain and protect the integrity of all UK IT services.• Managed the introduction of Change Management into the organisation significantly reducing the impact of Change on day to day operations• Enforced necessary governance to maintain required levels of service• Developed effective communication channels ensuring the smooth transition of Changes at all times• Implemented a number of process improvements making the whole end to end Change cycle more efficient• Established Change Management as a key process across the department resulting in it being very much a part of the culture
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Business Systems ManagerScottish And Newcastle Jun 2003 - Sep 2004To manage and provide direction to the Business Systems Team providing all aspects of IT services to £100M profit making part of the business.• Established stakeholder management at Exec level with introduction of Systems Steering Group• Responsible for multi million pound budget• Defined IT strategy to help drive the business forward
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Systems Support & Training ManagerScottish And Newcastle 1998 - 2003Responsible for managing the Support, Development and Training Teams to deliver a quality service to the business.• Transformed the service offering from telephone based to face to face vastly improving the Customer Satisfaction Survey scores• Implemented a standard laptop/desktop build across the business reducing support costs significantly
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Regional Systems ManagerScottish And Newcastle 1996 - 1998
Paul Charlton Skills
Paul Charlton Education Details
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Walbottle
Frequently Asked Questions about Paul Charlton
What company does Paul Charlton work for?
Paul Charlton works for Icon Plc
What is Paul Charlton's role at the current company?
Paul Charlton's current role is Looking forward to starting a new challenge as a Senior IT PM at ICON....
What is Paul Charlton's email address?
Paul Charlton's email address is pa****@****ail.com
What is Paul Charlton's direct phone number?
Paul Charlton's direct phone number is +4413152*****
What schools did Paul Charlton attend?
Paul Charlton attended Walbottle.
What are some of Paul Charlton's interests?
Paul Charlton has interest in Great Fan Of The Outdoors, Whether That Be Running, Hiking Or Camping.
What skills is Paul Charlton known for?
Paul Charlton has skills like Stakeholder Management, Itil, It Service Management, Project Delivery, Incident Management, Management, Change Management, Service Management, Information Technology, Governance, Crm, Strategy.
Who are Paul Charlton's colleagues?
Paul Charlton's colleagues are Tatyana Marchuk-Zhurkova, Dominika D., Naveen P, Jurgita Kunsmanaitė, 刘吉伟, Nichel Zhang, Rinil R.
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