Current Employment:

17.11.05 to 21.04.06 (3 month contract extended to 5 months)

Asset and Configuration Management Consultant.

Current role.

Consultancy role working within Group IS in a large Engineering design company, reviewing their strategies and policies for Hardware and Software Assets, including licensing compliance. Managing a team of 14 professionals which include personnel in procurement, configuration and DHS. Developing policies and support documentation, drawing up processes utilising both ITIL and MOF best practices. Negotiating, agreeing and implementing key KPI’s for the group. Responsibilities include management of the DSL, DHS and inventory stock to support the internal network of engineers from services centres across the UK.

[snip] Limited.

20.02.1984 – 20.05.2005.  Continuous service, Philips Business Systems, Digital, Compaq, HP, HPSynstar.

Summary

A successful Service Delivery Manager with extensive knowledge of the IT service industry developed over many years.  A reliable and dependable team builder, valued for commitment and leadership with the ability to understand, transform and articulate ideas to achieve goals set by both customer and organisation. Experienced in Asset Management both internal and customer driven, Configuration Management experienced in identifying, planning and collating data, both hardware and software, to enable input into CMDB. 1^st and 2^nd line Service desk management with DHS and DSL responsibilities.

A strong team motivator who has developed a successful team, working on Integration, installation and Asset recovery work. Sound understanding of desktop deployments and lifecycle management, involved in Solution design, Project planning and 3^Rd Party outsourcing experience building SLA’s OLA’s to meet stringent customer expectations. Excellent ITIL Knowledge

Education / Qualifications

HNC Electronics and Electromechanical Engineering.

Technical Support in-house program. (Philips, Digital)

Service Delivery Management in-house program (Compaq)

ITIL Foundation qualified. (ISEB) (5 Years experience)

Recent Experience (last 8 years)

Service Delivery Manager of CARIC (Computer Asset Recovery and Integration Centre) part of HPS

I have managed a Service Delivery solution with on and off site staff, this including Engineers, Administrators and Warehousing personnel. Working on large roll out contracts in Local Government, Media and Merchant banking industries. The CARIC operation provides an offsite solution for configuring IT equipment, for both hardware and Software elements. This includes software image builds and image loading utilising Powerquest tools such as Ghost and Datacentre, along with Altiris. This operation also manages onsite engineering for installation of Desktop, Laptop and server equipment. All contracts are delivered utilising ITIL processes, SLA’s, Escalation management, Issue logs and Change control etc. All projects include Asset Management, data gathering for input into customer’s CMDB. Customer’s stock control including reporting (DHS). To compliment this service I also managed the Asset Recovery business for HPS Service Store which enables a cradle to grave solution to be tightly managed.

During my time at HP I was part of the Service Store Management team with responsibilities for the operational aspects of the Integration, installation and Asset recovery business. I was tasked with developing these business streams by working closely with the Product and Services sales teams in responding to RFP’s and ITT’s. This involved working closely with the solution architects and project managers to, design the end to end solution, including pricing and finally presenting this solution back to the customers.

Recent Experience (Last 10 years)

1992 – 1996 Operations/Service Delivery Manager

Managed the PFS (Prepare for sale) group which built and configured front and back office terminals, including servers and ATMs; supporting a number of former High Street Bank/Building society’s infrastructure. This included the logistics of delivering and installation of ATM’s across the UK and Ireland.

1989-92 Technical Support Engineer.

Supporting both workshop and onsite engineers on ATM’s and related products. I was heavily involved in supporting the European Product specialists in problem solving and evaluating new equipment. Part of this role was to support the implementation of BSI approval, which included documentation and process principles..

1984 -1989 Engineer.

Working on the bench in a large repair centre diagnosing faults to discrete component level on front and back office equipment. This included printers, Monitors, Systems, PCB’s utilising automatic test equipment.

Additional Information

A major part of my current role is to support HP PSG/Services bid teams in pricing and solution design in response to ITT’s etc. Working with Solutions architects, Project Managers and Services Sales Specialists to provided a competitive and effective solution which enhances the customers business whilst promoting HP’s full service capability. This has involved calculating pricing in line with HP’s margin requirements, compiling responses to individual question posed by the ITT’s, customer visits giving presentations on the solution proposed. 

Hobbies.

Photography, I have been a Print Secretary for Colchester Camera Club, wide interest in black and white photography, have also had prints entered into the EAF (East Anglian Federation) and the PAGB (Photographic Alliance of Great Britain). Good understanding of dark room principles 1 year course at Colchester Institute.

Spending time with my family.

Key Selected Achievements.

·         Originated a cost effective deployment solution responding to a customer's Information to Tender document. Investigating and evaluating requirements, mapping capabilities into cost effective solution. Resulting in contract awarded with revenue potential of £10M, £2.5M into Services group.

·         Integrated a process whereby all projects were documented in a controlled format by establishing a 5 phase program with supporting documentation that tracked projects from opportunity to close down. Resulting in each project being documented allowing any project member access to all information, culminating in reducing research time.

·         Reviewed, investigated and redesigned repair process methodology which streamlined group’s performance by examining all current processes of modular refurbishment. Evaluated and reorganised process to improve effectiveness of the group. Enhancing throughput of group workload, uniformity of services across product range resulting in a cost effective operation.

·         Strengthened the Deployment portfolio by integrating the Asset Recovery and Deployment service offerings into 1 solution. Identifying synergies in 2 services offerings, upgrading the portfolio to include both as a single service, in negotiation with sales and marketing. Calumniating in increased revenue and margin with 10% reduction in costs which capitalised on customer engagement