Paul Charlton Email & Phone Number

Newly formed company providing a suite of IT services to businesses big & small. Included are Service Management, Service Introduction, Service Improvement and Technical Authoring.

Edinburgh, United Kingdom

Edinburgh, United Kingdom

• As 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.
• 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:-

• Seconded 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

• Responsible 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

• To 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

• Responsible 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