Aug 2002 – Feb 2006 · 3 yrs 6 mos

• Responsible for Service Delivery to Head Office, Distribution and Call Centres and Retail Operations
• Including:
• Service Desk
• Service Delivery and Management
• Retail and Head Office Installations
• Desktop and Windows Operations
• Security Administration
• 1) Implemented business focused SLAs that provided a platform for improved communication between IS and the business, allowing IS to demonstrate the delivery of service.
• 2) Developed strong relationships, based on trust and mutual awareness of the services to be delivered, with retail and distribution lines of business, significantly improving the perception of IS by Business Leadership.
• 3) Developed the first Managed Services Framework and commercial SLA. Led IS activities for the delivery of IS managed services to Capita as part of a outsourcing arrangement.
• 4) As part of the Outsourcing of Group IS to HCL led activities to agree the Services Catalogue and Service Levels that formed part of the contract.

Mar 2001 – Jul 2002 · 1 yr 4 mos · On-site

• Originally IS Manager with Geneva Technology who were aquired by Convergys in 2001, when I became responsible for IT Data Centre Operations, tasked with the delivery of infrastructure services, which included Data Centres, WAN/LAN/voice (IVR, ACD and BT ICM), desktop support and helpdesk, across the region to 2500 end-users. This covered twenty Offices, including the Head Office of Convergys International, five Data Centre sites (UK, France and Germany), two development centres and three 600 seat call centres (UK, France and Sweden). I was also responsible for start up offices in Washington and Singapore.

Jul 1999 – Mar 2001 · 1 yr 8 mos

• Responsible for the quality and delivery of LAN, WAN and voice, NT Systems, Desktop support, outsourced IT Helpdesk and telephony across the European region to 2000 staff.

Jan 1999 – Jun 1999 · 5 mos

• Responsible for leading the team that defined the high-level Information Systems strategy, technology and architecture standards for IT Operations including technical assessment, solution design, security and support reviews, management of the systems vendor selection and implementation management. This role encompassed the support, service delivery and implementation of the front office systems mainly based around NT and the back office systems built around a core infrastructure of either Sun/Solaris or HP/HPUX with Oracle the preferred database system.
• Managed division of IS as part of a business sale to Viatel and integration with the new parent company.

Nov 1996 – Dec 1998 · 2 yrs 1 mo

• Responsible for the quality of support services offered to the business covering Helpdesk, Desktop and NT Systems, Networking, Data Centre, Application Support and Telecommunications, with direct management of the outsourced Helpdesk Team. This involved the implementation and management of service level agreements, management of supplier relationships and monitoring the performance of both support teams and suppliers against these targets.
• Key Successes: A major improvement in the quality of IT support and operational services leading to a fall in the number of critical faults by 30%, an increase in SLA performance by 35% and improving customer satisfaction to better than 90%. This was achieved while reducing head count for helpdesks by 35%. This process involved outsourcing all AT&T Tier One services.