OVERVIEW:
A highly
skilled, innovative Senior Operational Manager with
extensive experience within the IT Service Industry
utilising leading edge technology.
Fully conversant with operational processes & practices
identifying & implmenting continous service improvement
programmes.
Conscientious
team leadership, business performance evaluation including
strategic definition & remedial action planning.
Key strength areas
include: Completing detailed requirements analysis, budget
control, project planning, and client relationship
management and implementing solutions to improve business
efficiency. Possesses strong technical communication
background, with effective solutions and infrastructure
design. Excellent team building, leadership, coaching and
mentoring skills leading to continued personnel development
and quality excellence.
ACHIEVEMENTS
INCLUDE:
·
Forecasted large departmental budgets up to £110m with full
P&L accountability
·
Key contributor for re-engineering Service Delivery Model;
devised ITIL based strategy conforming to ISO9000 & BS15000
incorporating full change programme planning
·
Defined & implemented business plans/strategy for the
formation of a successful business providing desktop &
infrastructure outsource solutions incorporating
professional services
·
Introduced role profiles for HR pilot project with
subsequent organisational role out
·
Created European Technical awareness & workforce; encourage
standardisation & definition of a corroborative European
strategy
CAREER HISTORY:
Apr 2006 to
Date: Career Break
2004 to 2006:
Enterprise Management Strategy & Delivery Manager:
[snip]
·
Appointed to formulate & implement new operational strategy
for Managed Service Division based in ITIL & BS15000
utilising Axios product Assyst following the acquisition of
SX3 by Northgate
·
Redesigned IT infrastructure with the re-profiling of UK
service centres to facilitate the implementation of
Enterprise Management & Service Management across all
accounts
·
Consolidated geographically dispersed service centres &
created a new Enterprise Management Centre concentrating on
delivering first time fix
·
Project managed new Housing system for [snip]
utilising Prince2 methodology
·
Re-designed delivery of service including reporting for the
ODPM (Office of the Deputy Prime Minister) for [snip],
Greenwich, Sheffield & Hartlepool
·
Secured board approval for £1m capital spend for successful
project delivery
2004:
Project/Business Change Manager: [snip] (Fixed Term Contract)
·
Appointed to review current working practices & design
organisational structure that eliminated duplication of
roles & achieve an improved first time fix rate
·
Designed a new structure for support services based on two
regional service centres with primary focus in re-active &
pro-active services with an offshore overflow based in India
·
Reduced costs by £95k per month through outsourcing software
packaging
·
Identified over 300 roles that were either duplicated or not
required with recommendations to the business to streamline
the structure
2002 to 2004:
Director [snip]
·
Responsible for forming company, constructing business plans
& financial model to launch a business providing IT
solutions, outsourcing & professional services to SME market
·
Identified & targeted a potential market for smaller SME
organisations who’s needed were not addressed by larger IT
solution organisations
·
Developed service portfolio including managed services,
training, IT strategy, networking & project management
·
Accountable for raining capital through share issuance after
finalising business plans
·
Negotiated leasing packages with two major leasing companies
enabling SME businesses to lease hardware, software &
services to maximise tax relief
1997 to 2001:
[snip]
1998 to 2001:
UK Operations & Service Manager – [snip]
·
Accountable for overseeing 1200 permanent staff, 300
contractors & a budget of £75m to deliver outsourced desktop
services into a 130,000 public & private sector client user
base
·
Created a service delivery model based on ITIL with
successful group roll out which delivered a streamlined &
efficient organisation
·
Combined distributed workforce of 1200 & 300 contractors
into one logical team: rationalised & reduced workforce
levels by 40% whilst maintaining customer SLA’s
·
Introduced improved working practices & dramatically reduced
attrition from 20% to 3% pa
·
Client portfolio included: [snip]
1997 to 1998:
Service Delivery Manager/Regional Manager - North
·
Responsible for management of key accounts: [snip]
·
Provision of leadership & direction for distributed staff on
contracts north of London, Wales, Scotland & Northern
Ireland
·
Directed the operational transition team for the [snip]
contract & initial contract management
·
Delivered significant productivity improvements to the
[snip]
contract & transformed a loss making concern into a
profitable contract
EARLY CAREER
INCLUDES:
·
1995 to 1997: IT Management Consultant – [snip]
·
1986 to 1995: Head of European Technical Services [snip]
·
1983 to 1986: Technical Services Manager – [snip]
·
1980 to 1983: Senior Systems Programmer – [snip]
·
1976 to 1980: Trainee Operator to Senior Systems Programmer
– [snip]
PROFESSIONAL
SKILLS SUMMARY:
