Will Fox Email & Phone Number

London, United Kingdom

London, United Kingdom

National Broadcaster & Media Company: I managed the Service introduction of Change management application using ServiceNow integration with Google Docs. Large Regional Utilities Provider: I managed a team of onshore and offshore resources to transition a managed service from an incumbent supplier to deliver an improved service, as the lead SIAM member of.

United Kingdom

• Delivering Service Management transformation
• Driving IT process and ITSM tool assessment and requirements definition activities and developing transition approaches
• Managing Service management, IT process and ITSM tool design activities
• Implementation of new processes and service management capabilities
• Configuration and implementation of ITSM tools and policies to support the processes and organisational structures
• Identifying opportunities for service management and data centre operations improvements based on benchmark data and conducting high-level cost benefit analysis

London

• Promoted to role accountable for managing the overall delivery of outsourced IT services
• Stakeholder management of customer Head of Service, and client CTO & CTO.
• Internal reporting lines are to senior management team (account executive, CTO)
• Responsible for operating within financial and commercial governance practices.
• Introduced 50% growth in services during a period of rapid customer expansion, aligning solutions for Big Data, Social Media, Digital and Cloud including Office 365, Amazon Web Service and Azure technologies.
• Developed strategy for SIAM with public sector customer built on ServiceNow and Run my process platforms.

London

• Managing the delivery of outsourced IT services to a fast-moving, young organisation growing rapidly in user numbers and complexity.
• Ownership of Change management – Introduced alterations to change management to make the function more efficient and flexible to the business’s needs.
• Ownership of incident and problem management.
• Implemented and owned continual service improvement plan for the account, demonstrating measurable performance improvement across service elements via technological innovation -
• Up skilling resource via formal training and sharing customer’s business priorities
• Managing internal stakeholders to take ownership and drive individual service improvement plans.

Westminster, London

• Managing a team of second line support engineers to deliver IT service at the core of Central Government in Whitehall.
• Directing a team of 20 engineers supporting 4500 users in a high-demand, mission-critical VIP environment across 10 sites in the UK.
• Implemented continual service improvement environment through use of LEAN methodology demonstrated by customer satisfaction scores and increased measured team productivity.
• Administering multiple cost centres with savings for 10 consecutive quarters through efficiencies and business development. Core skill set:People management and Strong Team leadership, Performance management, Financial.
• Situational leadership
• Leading high performance teams - Harvard Business School case study

HM Treasury

• Providing third-line IT infrastructure support to circa 2000 users across 4 domains and 2 networks.
• Coordinated and provided critical cover for high-profile customer events. (Budgets, Spending reviews, Parliamentary events etc.)
• Leading a team of analysts to support a large-scale migration project and maintain a legacy server estate through a time of major transition.
• Drove the implementation of a new servicedesk model combining diverse teams across the UK.
• Experience of implementing and maintaining Dell, IBM, Fujitsu and HP infrastructure hardware.Core skill set:Microsoft Server 2003, Exchange 2003, Exchange 2007, Active Directory, Group Policy, HP EVA and MSA SAN.
• PGP Advanced administration and Deployment: Administration of email encryption servers aimed at administrators and security professionals. (July 2010)

Belgravia, Westminster, London

• Managing a team of 12 staff at a flagship branch of NatWest Retail Bank.
• Achieved goals of delivering team performance targets and guiding staff to achieve their personal targets.
• Achieved key performance indicators of budget tolerances and compliance audits, improving my branch’s compliance index rating to be within the top 10% in the South East.
• Trained in a broad range of fraud-protection techniques, especially in 1st and 3rd party fraud prevention (specialising in analysis and identification of false passports and documentation).
• Highly experienced in identifying money laundering behaviours.