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 an alliance of companies. Global Full-Service Bank: I conducted an assessment of project health, performance and improvement plan at the request of CIO and I was invited back to deliver those improvements.I acted in a Business Analyst role to deliver a Cloud Service Management upgrade programme affecting 130,000 users in all areas of this global business. Managed relationships acting as the bridge between the business and software developers.

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 • Working on consulting projects across a variety of industry sectors

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. • Exceeded all targets in service delivery, leadership, customer satisfaction and financial for FY 2014/15Will has continually achieved the highest achievable performance appraisal rating for 6 consecutive years and has been awarded prizes for his commitment and responsiveness.

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. • Targeted objectives include improving customer satisfaction scores and operating the service delivery function at a profit. Through effective interpersonal skills and driving efficient working across delivery teams, these objectives were exceeded during FY 2013-14

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 controls and cost savings, Service Level and Incident management, Stakeholder engagement. Relevant training and qualifications:• Situational leadership• Leading high performance teams - Harvard Business School case study• LEAN accreditation

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, Netbackup 6.5 and Backup exec up to v12, Clearswift MIMEsweeper for SMTP, PGPRelevant qualifications:• PGP Advanced administration and Deployment: Administration of email encryption servers aimed at administrators and security professionals. (July 2010)• MCSE module 2279B: Planning, implementing and maintaining a MS Windows server 2003 Active Directory infrastructure. (November 2009)

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.