Profile

A customer focused professional IT manager with extensive knowledge in the ITIL IT Service Management environment, has practical experience in delivering Business Benefits realisation using methods such as Profit Management and Cost Reduction, designing and utilizing Business Performance Measures and exploiting opportunities from Technology enabled Business Transformation. These skills are complemented by strong commercial and business management skills gained from previous financial (accountancy) background. 

Personal attributes include:

• Excellent interpersonal skill – good communicator, leadership, motivates and encourages.
• Have result-driven, logical and methodical approach to achieving tasks and objectives.
• Strives for quality and applies process and discipline towards optimising performance.
• High integrity, diligent and conscientious – reliable and dependable.
• Self aware always seeking to grow and learn.
• Active and dynamic approach to work and getting things done.
• Great team worker – adaptable and flexible.   
• Critical thinker – strong analytical skills; accurate and probing.
• Financially astute – conversant with accounting systems and principles.

Career History 

[snip]                       

Service Management Analyst                                                                                       April 2005- June 2006

My role was to analyse the financial and operational performance of poor performing clients who failed to achieve the agreed company targets for the desktop offering. Designed and implemented detailed Service Metrics to aid in base lining performance, I then concentrated on Revenue and Cost analysis, Incident management with the emphasis on driving resolutions to 1st Call fix or Remote toolset by knowledge transfer and also removing incidents by route cause analysis.

The Managed Desktop Services (MDS) organisation within [snip] covers the end-to-end support of over 375000 desktops for varied clients from differing industries and sectors within the Europe, Middle East and African (EMEA) region.   

Delivered

·         Produced detailed analysis for the desktop offering for financially (low Direct Cost Margin) poor performing clients identifying service improvements and cost saving opportunities.

·         Designed and implemented Service Metrics reports by combining financial and operational data to provide detailed analysis to help baseline and improve Service and Financial performance.

·         Designed and implemented internal Operational Level Agreements (OLA) for desktop.

·           Initiated and delivered an Incident Management and Route Cause Analyse report by shaping resolved Incident data to enable analysis and better investigation into Incidents, this had not been done before.  

·           Managed the smooth transition of the production of the all desktop reporting to Off Shore resource (India). 

Business Change Manager                                                                                         June 2003- March 2005      

            Member of a team that reviewed the [snip] Managed Desktop Service offering to major [snip] Clients in Europe, the review objectives were to identify Service Improvement opportunities to reduce the total cost of ownership for the desktop, exploit [snip] Strategic initiatives and deliver ITIL best practice. The reviews were a response to an aggressive $m company cost saving target set for Financial Year 2005; I led successful reviews for 3 major clients and assisted in numerous others.  

Delivered

·         A defined set of cost/service improvement initiatives along with associated quantified benefits for each client.

·         Agreed action plan with Client account Service Delivery Manager (SDM).

·         A formal Project Plan to manage delivery of the initiatives and associated improvements.

·         A formal hand over of the Project Plan to a Project Manager to deliver. 

[snip] - Business Systems 

Desktop Product Manager                                                                                             April 2002- June 2003

As Desktop Product manager I was responsible for the Commercial and Financial performance of the product which consisted of £50m Product driven costs, the product was a complete end to end view of the desktop environment which covered an estate of 36000 Pc's and 750 servers. I had personal responsibility for a budget of £32m covering all hardware, software, licenses and maintenance purchases and included managing relationships with 3^rd party suppliers. The remaining £18m costs were negotiated charges agreed with cost centre managers for services supplied to the Desktop.    

Delivered

·         Reduced Product driven costs by £6m, 12 % of product cost base.

·         Reduced headcount working on Desktop product by 55 FTE's.

·         Produced dynamic cost model to accurately reflect true cost of providing the Desktop service.

·         Designed TCO metrics and measures for Desktop Product.

·         Compiled Business Case for 2003/04 Distributed Infrastructure expenditure (£33m) that was presented to the [snip] Executive Board and successfully gained funding. 

Benefits Manager                                                                                                  October 2000- March 2002

Benefits Manager for a major change programme that centralised the management of the distributed infrastructure to ITIL standards, the programme had a £30m budget and involved 20 projects employing over 100 staff. As the Benefits Manager I was responsible for developing the strategy to identify the programmes benefits, the implementation of the mechanism to track and monitor benefits and the ongoing tracking of the benefits. 

Delivered

·         Benefits process and Benefits Realisations Plan in conjunction with [snip] using the Results Chain Methodology.

·         Developed benefits monitoring system and monthly reporting metrics for Executive Management Board, over £19m of Business benefit delivered. 

·         Actively managed benefits risk and opportunities statements

·         Ensured process and benefits realised were fully audited and signed off.

·         Assisted in compiling business cases for projects within the programme. 

Project Accountant                                                  September 1999- September 2000

The role involved providing expert financial support for a major change programme that centralised the management of the distributed infrastructure, the projects main initiative was to centralise and transfer all the Computer asset ownership to ITS to enable a Fully Managed Desktop Service within the [snip]. 

Delivered

·         Consolidated asset registers from the 5 main businesses, NBV £55m and 30000 assets

·         Assessed financial impact of the asset transfers with regard to Capital policies and length of asset life.

·         Prepared budgets and billed legacy depreciation back to main businesses.

·         Assisted in compiling the Peregrine asset management inventory system set up to control the lifecycle of all assets from cradle to grave.    

Senior Management Accountant                                                     July 1998-August 1999

Management Accountant                                                                   July 1996- June 1998

Senior Financial Accountant                                                          January 1994-June 1996

Financial Accountant                                                                April 1991- December 1993

Cashier                                                                                       August 1988- March 1991

Post Office Counters Limited                                                                        June 1979- July 1988

Professional Qualifications

ITIL Foundation Certificate in IT Service Management.

Chartered Institute of Management Accountants (CIMA) Finalist.

Association of Accounting Technicians (AAT)

Product Skills

Microsoft XP office, SAP FI and CO, SAP Business Warehouse

Personal Details

Date of birth 20-3-1963                       UK Nationality

Married with 2 Children                         Full UK drivers Licence

Interests - Football, most sports and social activities.