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Pragmatic Service Management Director
Keith Davies
,
Reading, United Kingdom
Experience
Other titles
Skills
I'm offering
I’m a pragmatic service delivery/service support professional. Certified ITIL V3 Expert and Prince2 Practitioner with over 35 years of IT experience and more than 18 years Service Management experience.
A proven leader, I coach people to identify the solution to any given problems and arrive equipped with options for their customers.
A proven leader, I coach people to identify the solution to any given problems and arrive equipped with options for their customers.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
job
GLOBAL DELIVERY MANAGER
BLUEKONG NETWORKS LTD.
Key Accountabilities:
➢ Direct responsibility for delivery of resources to fulfil customer requirements, globally.
➢ Direct responsibility for management and development of the Delivery team.
➢ Implemented daily stand-ups to promote awareness of challenges and initiatives across the whole team and to ensure completion of tasks.
➢ Implemented Sales to Delivery handover process.
➢ Ownership and development of best practice service delivery processes and work practices.
➢ Conceptualised, developed and implemented the online global sales and service delivery system.
➢ Liaising with Sales and account management teams to promote sales pipeline visibility and workload management.
➢ Direct responsibility for delivery of resources to fulfil customer requirements, globally.
➢ Direct responsibility for management and development of the Delivery team.
➢ Implemented daily stand-ups to promote awareness of challenges and initiatives across the whole team and to ensure completion of tasks.
➢ Implemented Sales to Delivery handover process.
➢ Ownership and development of best practice service delivery processes and work practices.
➢ Conceptualised, developed and implemented the online global sales and service delivery system.
➢ Liaising with Sales and account management teams to promote sales pipeline visibility and workload management.
Account management, Management, Sales, Service, Global sales, Development, Online, Processes, Service Delivery, Manager, Customer
2015 - 2018
job
SERVICE MANAGEMENT DIRECTOR
WILLIAMS LEA TAG GLOBAL.
Key Accountabilities:
➢ Seconded to the role from DHL with accountability for introducing service management best practices to stabilise and improve service performance across all areas
➢ Direct responsibility for the Global service management team, ITSM toolset and frontline service desk
➢ Improved service desk performance to >95% and average third line support team performance to 90% from the original 70% while simultaneously driving down repeated & reopened case volumes
➢ Oversaw, planned and delivered the transfer of the service desk and ITSM toolset as part of the strategy of utilising DHL services wherever possible
➢ Implemented security incident handling with the IT Security team which was instrumental in responding to attacks such as wannacry, meltdown and spectre.
➢ Defined and implemented the service catalogue with senior executives and key business stakeholders to document the technology landscape and meet the needs of clients
➢ Defined and implemented a configuration management database to map the dependencies of service components, business services and client solutions
➢ Drove a culture change to understand the importance of business services and develop appropriately scaled and costed capacity, resilience and service restoration plans
➢ Introduced consistent service level agreements and operational level agreements to support business objectives and enable future development
➢ Implemented a global change advisory board and change management process, increasing the visibility of changes across the organisation and reducing the number of failures caused by change
➢ Defined and implemented best practice processes with the Agile & DevOps teams to improve efficiency and reduce failures during implementation of application and content changes
➢ Defined and implemented best practice processes with the infrastructure build and support teams to eliminate risk during implementation of new or replacement hardware and services.
➢ Defined and implemented a framework for major maintenance activities, balancing security and technology demands with business objectives to ensure that services were tested and handed back to the business on time
➢ Defined and implemented best practice processes in the technology refresh programme to eliminate risks to client service during major platform replacement (infrastructure, applications and data)
➢ Conceptualised, developed and introduced improvements to enhance service delivery including the development of self-service and incident/service request integration with suppliers
➢ Developed the service management team (7) and service desk staff (16) through leadership by example and coaching/mentoring
➢ Managed suppliers, instituting consistent service review schedules and formats, including service reporting and service improvement plans
➢ Seconded to the role from DHL with accountability for introducing service management best practices to stabilise and improve service performance across all areas
➢ Direct responsibility for the Global service management team, ITSM toolset and frontline service desk
➢ Improved service desk performance to >95% and average third line support team performance to 90% from the original 70% while simultaneously driving down repeated & reopened case volumes
➢ Oversaw, planned and delivered the transfer of the service desk and ITSM toolset as part of the strategy of utilising DHL services wherever possible
➢ Implemented security incident handling with the IT Security team which was instrumental in responding to attacks such as wannacry, meltdown and spectre.
➢ Defined and implemented the service catalogue with senior executives and key business stakeholders to document the technology landscape and meet the needs of clients
➢ Defined and implemented a configuration management database to map the dependencies of service components, business services and client solutions
➢ Drove a culture change to understand the importance of business services and develop appropriately scaled and costed capacity, resilience and service restoration plans
➢ Introduced consistent service level agreements and operational level agreements to support business objectives and enable future development
➢ Implemented a global change advisory board and change management process, increasing the visibility of changes across the organisation and reducing the number of failures caused by change
➢ Defined and implemented best practice processes with the Agile & DevOps teams to improve efficiency and reduce failures during implementation of application and content changes
➢ Defined and implemented best practice processes with the infrastructure build and support teams to eliminate risk during implementation of new or replacement hardware and services.
➢ Defined and implemented a framework for major maintenance activities, balancing security and technology demands with business objectives to ensure that services were tested and handed back to the business on time
➢ Defined and implemented best practice processes in the technology refresh programme to eliminate risks to client service during major platform replacement (infrastructure, applications and data)
➢ Conceptualised, developed and introduced improvements to enhance service delivery including the development of self-service and incident/service request integration with suppliers
➢ Developed the service management team (7) and service desk staff (16) through leadership by example and coaching/mentoring
➢ Managed suppliers, instituting consistent service review schedules and formats, including service reporting and service improvement plans
Content, Platform, Service Delivery, Processes, Framework, Organization, Development, Configuration Management, Infrastructure, Advisory board, Hardware, Support, Implementation, It, Change management, Technology, Service Management, Service, Security, Integration, Management, Leadership, Database, Mentoring, Agile, DevOps, Coaching
2005 - 2015
job
REGIONAL SERVICE MANAGER
DHL SUPPLY CHAIN EUROPE.
Key Accountabilities:
➢ Oversaw and coordinated the service management function for the business throughout the execution of several core programmes, projects and initiatives with accountability for assessing and enhancing existing service management practices
➢ Investigated service failures with service owners and business unit leads, developing and implementing both tactical and strategic improvement plans to stabilise and enhance service performance
➢ Led a programme to reduce the number and frequency of emergency incidents
➢ Defined, developed and introduced a 24x7 global support model for a new service to meet senior stakeholder and client requirements
➢ Provided effective and collaborative leadership, support and training to service improvement teams
➢ Oversaw and coordinated the service management function for the business throughout the execution of several core programmes, projects and initiatives with accountability for assessing and enhancing existing service management practices
➢ Investigated service failures with service owners and business unit leads, developing and implementing both tactical and strategic improvement plans to stabilise and enhance service performance
➢ Led a programme to reduce the number and frequency of emergency incidents
➢ Defined, developed and introduced a 24x7 global support model for a new service to meet senior stakeholder and client requirements
➢ Provided effective and collaborative leadership, support and training to service improvement teams
Training, Leadership, Management, Service, Service Management, Support, Service Manager, LED, Manager
1998 - 2005
job
BI DEVELOPMENT TEAM MANAGER
DHL GLOBAL FORWARDING.
Key Accountabilities:
➢ Primarily accountable for overseeing and coordinating the technical design and deployment of the Global Data Warehouse as part of the company's Business Intelligence product
➢ Worked in close collaboration with key stakeholders and senior executives to develop, communicate and gain buy-in for the business intelligence strategy and vision
➢ Defined and introduced best practices and standards to create secure data sources to support accurate and timely data insight
➢ Responsible for preparing detailed financial plans, providing effective team leadership and managing complex projects
➢ Worked directly with the Business Intelligence product owner to develop the ETL (Extract, Transform and Load) processes from the Global Forwarding network to the central AS400, providing a near real-time view of global shipment movements in the data warehouse
➢ Primarily accountable for overseeing and coordinating the technical design and deployment of the Global Data Warehouse as part of the company's Business Intelligence product
➢ Worked in close collaboration with key stakeholders and senior executives to develop, communicate and gain buy-in for the business intelligence strategy and vision
➢ Defined and introduced best practices and standards to create secure data sources to support accurate and timely data insight
➢ Responsible for preparing detailed financial plans, providing effective team leadership and managing complex projects
➢ Worked directly with the Business Intelligence product owner to develop the ETL (Extract, Transform and Load) processes from the Global Forwarding network to the central AS400, providing a near real-time view of global shipment movements in the data warehouse
Design, Business Intelligence, Team Leadership, Deployment, ETL, Product owner, Data Warehouse, Leadership, Network, Support, Development, BEE, Processes, Manager
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