Service Management / ITIL Consultant

PROFILE
An experienced Information Technology professional with strong business exposure. Proven track record of successful project management with focus around IT Service Management, including the successful development and implementation of ITIL Service Processes specifically Incident, Problem Management, Change Management and Service Level Management. Strong experience in Helpdesk development and management including solutions evaluation and implementation as well as the staffing solution design and development.

Results driven leader with strong relationship management skills with the customer and team. Experience in managing Organisational Change, Staff Development and Coaching. Excellent verbal, written and presentation communication skills. Flexible and able to adapt to changing situations and working under pressure; self-motivated to quickly assimilate information and complete multiple assignments with effective decision-making and problem solving skills while maintaining the need to balance priorities and customer service.

FUNCTIONAL EXPERTISE
PROJECT MANAGEMENT
Successful manager of key business projects and improvements, dealing with change effectively and sensitively.
Successfully defined, implemented and managed all aspects of an IT Service Management project utilizing ITIL across multi-location companies resulting in service quality improvements and enhanced systems availability.
Defined and managed application and process changes to Remedy, resulting in reliable and effective management reporting against key Service Level metrics using Crystal Reports.
Developed and documented a business case for the implementation of an Enterprise Helpdesk solution (Assyst) for use in the UK and the US.
Designed, developed and successfully implemented an interim Lotus Notes solution that enabled immediate service improvement and facilitated the successful definition and adoption of processes across the technical groups.
Created $•••••K of savings and improved service response by outsourcing UK IT desk side support.
Successfully project managed a major office refurbishment including a ••••• person Customer Call Centre. Liaising closely with key business leaders and the management of 3rd party suppliers. Project delivered on time and budget.

ITIL SERVICE MANAGEMENT
In-depth experience in the definition and implementation of key ITIL Service Management and Delivery processes.
Centralised technical support across multi-locational companies. Implemented Helpdesk with supporting Incident and Problem Management, along with Service Level Management processes and Asset Management repository.
Successfully implemented key processes in support of the implementation of REMEDY ARS spanning multiple support teams, leading to customer service and business reporting improvements.
Performed an assessment of services and created a strategy with supporting plans for the introduction of a key Service Management methodology. This was reviewed and approved by the senior IT leadership with full funding.
Development and implementation of Service Level Agreements in partnership with senior executives including the reporting and review of key performance metrics monthly.

SERVICE DESK MANAGEMENT
Effective design, implementation and management of Service Desks for diverse companies.
Performed current state assessment of IT services to the business; gathered business requirements and produced a future state service strategy to the IT and business leadership.
Developed a single UK Service Centre for centralised support, including budget setup, key metrics design, incident & service request reporting, process development and the recruitment, induction and training of new staff.
Developed a change program to facilitate the adoption of ITIL service methodology, including communications plans and awareness sessions for all staffing levels.
Increased first time fix rate over 8 months from •••••% to •••••% through definition and implementation of skills profiling/training and metrics.
Successfully defined and implemented continuous service improvement plans with business leaders including the adoption of an Operational Acceptance process for system changes and customer training.
Definition of a helpdesk team, processes, new operational procedures for technicians, including the definition for a Situation Management process for 7 x ••••• high severity outages.

RELATIONSHIP MANAGEMENT
Experienced in effective management and development of business relationships
Improved communications and escalations to business executives through development and implementation of monthly reporting packs and service review meetings.
Significant reduction in systems downtime by effective Situation Management of key technical teams during critical business system outages.
Facilitated Root Cause Analysis meetings with technical groups with final presentation to senior leadership, resulting in reducing Severity One incidents by •••••%.
Effective management of 3rd party software and service providers to ensure underlying Service Levels were met, this included Service Reviews and ongoing service improvement strategies.

STAFF MANAGEMENT
Successfully managed a team of Level 1 technical staff resulting in minimal attrition by development and implementation of personal development and succession plans.
Implemented cross skills training and personal career paths for ••••• Level 1 staff resulting in •••••% developing into Level 2 technicians within a ••••• hour support environment.
Directed teams of technical staff including recruitment, staff development plans and performance management, including outplacement counselling during staff transitions due to business reorganisation.

EMPLOYMENT HISTORY
STAR INTERNET (UK) - Information Systems Team Leader, Gloucester, UK June ••••• to October •••••
Manager of technical staff across multiple locations and tasked to successfully implement Service Management methodologies for a dynamic Internet Services Provider company.

ARVAL PHH (UK) - IT Service Desk Team Leader, Swindon, UK November ••••• to January •••••
Management of first level technical support staff to ensure quality service and high availability during a period of significant staff transition due to business and process reorganisation.

INGERSOLL-RAND (UK) - IT Service Manager, Walsall, UK February ••••• to August •••••
Hired to define and implement a Service Management function across six companies within the Ingersoll-Rand Security & Safety Sector. Reporting to the CIO this covered Helpdesk and local IT support for ••••• clients across ••••• UK locations.

PEROT SYSTEMS (UK) - IT Service Centre Team Leader, Nottingham UK December ••••• to February •••••
Responsible for the day to day operation of ••••• Level One staff working shifts, eight Level Two technical analysts within a ••••• hour Service Management Centre, this included heavy emphasis on Problem and Customer Relationship Management.
IT Service Centre Analyst, Nottingham UK January ••••• to December •••••
Member of Level One Service Desk Support to a $6bn Company, providing technical support and service management.


GCC - Pastor of Youth Ministries, Winnipeg, MB October ••••• to Present
A unique opportunity to capitalise on my experience and training with a •••••year sabbatical project as part of a local church. Working with a volunteer team to develop a strategy and vision to establish an effective youth ministry to provide large activities and personal mentoring. Implementing effective communication plans and services into the local communities.


EDUCATION
Ultracomp, ••••• ITIL Service Level Management Practitioner Course
Ultracomp, ••••• ITIL Foundation Certificate in IT Service Management ISEB/EXIN
Perot Systems, ••••• AR System (Remedy) Administration for Windows
Perot Systems, ••••• Administering MS Windows NT •••••
IR, ••••• Lotus Notes v ••••• Basic
Azlan, ••••• AR System (Remedy) Administration for Windows
Administrating for MS Windows NT
HDU Group, ••••• Advanced Helpdesk Operator & Helpdesk Technician Support
Perot System, ••••• Trained to Lead (Leadership Training Course)
University of the West of England, ••••• - •••••
•••••BSc (Hons) Building Engineering and Management
•••••Higher National Diploma - Building Studies
Personal Development Diploma in Theological Studies, Oxford UK •••••
Advanced knowledge of MS Office Suite, including Visio and MS Project