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 distribution in approximately half of this area.• 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 the public water supply and distribution in approximately half of this area.• 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 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.• Assessment of test results, identifying defects or missing capability that could drive manual workarounds, SLA failure or resource impacts into the Support Services team(s). Show less

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 role required an experienced IT professional to come in and settle a new team and help with creating BAU tasks and any new Project requirements that might come to the Team. The role required the following activity • 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 were able to get approval to employee a full-time employee. This role required an experienced IT professional to come in and settle a new team and help with creating BAU tasks and any new Project requirements that might come to the Team. The role required the following activity • 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• Build effective relationships with identified business and IT stakeholders.• Process Documentation – create/update/maintain as and when required.• Drive the improvement of processes and procedures in line with ITIL & SCC best practice. Show less

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 Models, Service Readiness, Service Transition, Warranty and deployment of quality Service Design (ITIL v3 Environment) for Services to BAU Support. I • 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 Transition process back into Gatwick Airport Limited IT organization, manage and deliver the overall service delivery artifacts, produce Service Models, Service Readiness, Service Transition, Warranty and deployment of quality Service Design (ITIL v3 Environment) for Services to BAU Support. I • 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.• Designed and delivered new Services for GAL IT • Created new Service Design for all transition Projects currently be delivered in GAL IT including Service Testing, Service Build Service Acceptance. Show less

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.• 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 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 clients.• 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 by the Cloud solution team to support the managed services provision for internal and external clients.• 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 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.• Reviewed service agreements in order to ensure both contractual and operational obligations were met and negotiated contract changes.• Embedded new processes and policies including incident management, change and release management. Show less

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 areas: CRM, HR, Service Desk and the Data Centre. • 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 ten year period. Managed the transition of services from transition teams into the BAU teams for four key IT areas: CRM, HR, Service Desk and the Data Centre. • 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, 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.• Provided input to the Service strategy to respond to business changes.• Worked with multiple 3rd-parties (Virgin, BT, Thus) to ensure services were transitioned in line with the Service Strategy. Show less

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 outsourcing programme.• 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 data centre) as part of the London Borough of Barnet’s “One Barnet” major outsourcing programme.• 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 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 multiple Managed Service Contracts. This expanded role has afforded me the opportunity to work on multiple contractual requirements for each newly acquired contact. Working closely with Contract Managers to deliver on all contractual requirements as well as dealing with all newly tuped… Show more 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 multiple Managed Service Contracts. This expanded role has afforded me the opportunity to work on multiple contractual requirements for each newly acquired contact. Working closely with Contract Managers to deliver on all contractual requirements as well as dealing with all newly tuped staff into this business. • 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.• Define Key Performance Indicators (KPIs) to measure performance against all Service Support disciplines.• Measure and improve against the Incident targets against Service Level Agreements (SLA).• Improve the quality of Incident details and the accuracy of the type and functionality codes.• Improve and maintain the Incident data quality for interaction with Problem.• Provide Incident Reporting both weekly and monthly for the Service Manager and Head of Service.• Attending Customer Service Reviews Show less