Wayne Baker Email & Phone Number

Worthing, England, United Kingdom

• Southern Water is the private utility company responsible for the public wastewater collection and treatment in Hampshire, the Isle of Wight, West Sussex, East Sussex and Kent, and for the public water supply and.
• Creation of Service Transition Handover Document (STHD) including component support matrix and support model(s).
• Service Transition resource costs estimated and included at project initiation.
• Creation and ongoing… Show more Southern Water is the private utility company responsible for the public wastewater collection and treatment in Hampshire, the Isle of Wight, West Sussex, East Sussex and Kent, and for.
• Creation and ongoing management of Service Operational Acceptance Criteria (SOAC) ensuring operational requirements are captured, completed and evidenced prior to go live.
• Creation of Service Readiness and Warranty Slide packs to facilitate decisions in regard to project go lives and warranty exits.

Taunton, England, United Kingdom

• Somerset County Council are West Country Council and required and interim Infrastructure manager to help with a newly formed IT Infrastructure until they were able to get approval to employee a full-time employee. This.
• Assessment of BAU task, Incident and Requests. These… Show more Somerset County Council are West Country Council and required and interim Infrastructure manager to help with a newly formed IT Infrastructure until they.
• Assessment of BAU task, Incident and Requests. These need to reprioritize and handed to the varying Team areas to resolve
• Identifying defects or missing capability that could drive manual workarounds, SLA failure or resource impacts into the Support Services team(s).
• Ensured that all SCC Training was completed in a timely manner, as set out by Head of IT Operations.
• Reviewed and designed new processes and policies to help the team better manage incident, Request & Tasks

• Contracted as part of a large programme of work to re-implement Service Transition process back into Gatwick Airport Limited IT organization, manage and deliver the overall service delivery artifacts, produce Service.
• Designed a new Service Transition model into GAL IT based on an ITIL frame and adopting Waterfall delivery process as well as… Show more Contracted as part of a large programme of work to re-implement Service.
• Designed a new Service Transition model into GAL IT based on an ITIL frame and adopting Waterfall delivery process as well as offering process that work along side Project Agile and Lean Methodologies
• Liaised with a range of high-level internal stakeholders and external providers, including implementation partner HP and IT providers Microsoft and multiple other providers.
• Worked towards a more stable and managed Service Delivery process until full delivery of new IT Transition process are implemented later in 2017
• Transitioned multiple Projects into BAU Support, including SSR Casper, New IVR Solution, AP Refresh project, UHF and VHF Radio Solution, Cloud Based FIDS solutions.

England And Holland

• Service Transition Manager (contract)Part of a large programme implementing Salesforce across the global TNT organisation.
• Designed and managed the full end-to-end delivery of the new service (including service definition, service design, service build, service testing, transition and acceptance).
• Successfully implemented the new service to support the UK and Ireland rollout of the CRM module of Salesforce. Developed a template for the ongoing global rollout.
• Liaised with a… Show more Service Transition Manager (contract)Part of a large programme implementing Salesforce across the global TNT organisation.
• Liaised with a range of high-level internal stakeholders and external providers, including implementation partner Accenture and IT providers Verizon, Infosys and HP.
• Modified the existing delivery processes to work in an Agile environment whilst still maintaining ITIL requirements. Show less

Hanslope Park Milton Keynes

• FCO Services provide a range of secure services for UK and foreign government departments and organisations. Contracted by the Cloud solution team to support the managed services provision for internal and external.
• Defined the service transition policy and processes to support the deployment of IT service changes, including risk and responsibility matrices for the new Service provision.
• Accountable for customer satisfaction, SLAs and KPIs. Produced monthly service reports… Show more FCO Services provide a range of secure services for UK and foreign government departments and organisations. Contracted.
• Accountable for customer satisfaction, SLAs and KPIs. Produced monthly service reports and carried out service review meetings.
• Defined a policy and process for availability and capacity management.
• Provided input to the service strategy to respond to business changes.

Barnet

• Assigned to the One Barnet team, a £126m outsourcing programme to transition all services to Capita over a ten year period. Managed the transition of services from transition teams into the BAU teams for four key IT.
• Ensured that changes to services and processes were carried out in a coordinated approach, using ITIL-based processes.
• Defined the service transition policy and processes to support the deployment of IT service changes… Show more Assigned to the One Barnet team, a £126m outsourcing programme to transition all services to Capita over a.
• Defined the service transition policy and processes to support the deployment of IT service changes, including risk and responsibility matrices.
• Defined a policy and process for availability and capacity management.
• Developed a Service Failure Analysis (SFA) procedure to capture data on service outages.

• Transition Manager London Borough of Barnet Jan 2011 – May 2014Managed the service transition for four core areas (HR, CRM, service desk and the data centre) as part of the London Borough of Barnet’s “One Barnet” major.
• Designed and managed the full end-to-end delivery of the new service (including service definition, service design, service build, service testing, transition and acceptance).
• Successfully implemented the new service to support the Barnet… Show more Transition Manager London Borough of Barnet Jan 2011 – May 2014Managed the service transition for four core areas (HR, CRM, service desk and the.
• Successfully implemented the new service to support the Barnet CRM module of Lagan.
• Liaised with a range of high-level internal stakeholders and external providers, including HP and IT providers IBM and Avaya
• Modified the existing delivery processes to work in an Agile environment whilst still maintaining ITIL requirements. Show less

Chippenham

• Having been offered the opportunity to run a dedicated Team of Engineers working exclusively for the MPS (Metropolitan Police Service). A further opportunity became available to work on Service delivery tasks on.
• Direct management of 12 Desktop Engineers. Resource Management for 12 staff or various roles and experience.
• Undertake Appraisals and reviews within Incident Management,
• End to End recruitment process within service support area
• Manage service weaknesses within incident Management and supply a plan in the form of a Service Improvement Plan (SIP).
• Review and implement cost efficiencies to increase financial targets.