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Karen Taylor
,
Raby, United Kingdom
Experience
Other titles
Skills
I'm offering
Markets
United Kingdom
Language
English
Fluently
Ready for
My experience
2018 - ?
freelance
Service Management Consultant
iTaylored Ltd.
Programme lead responsible for establishing a Global Digital Operations Centre supporting over 45,000 global customers in 13x languages
Programme includes
• Benchmark current service provider against maturity assessment
• Creation of 24/7/356 support services across 2 sites - Manchester UK - Kuala Lumpur Malaysia
• Financial control - £10m
• Design and build of Target Operating Model
◦ Global Service Desk
◦ Major Incident Management
◦ Service Level Management
◦ Technical Remote Support Team
◦ Problem and Change Management
◦ Service Transition
◦ Knowledge Management
• Procurement Tenders
◦ Preferred recruitment agency employing approx. 120 new staff [Lorien]
◦ Unified Communications - PureCloud Genesys
◦ Remote Control Management - Beyond Trust by Bomgar
• New service build of Service Now instance - full
Programme includes
• Benchmark current service provider against maturity assessment
• Creation of 24/7/356 support services across 2 sites - Manchester UK - Kuala Lumpur Malaysia
• Financial control - £10m
• Design and build of Target Operating Model
◦ Global Service Desk
◦ Major Incident Management
◦ Service Level Management
◦ Technical Remote Support Team
◦ Problem and Change Management
◦ Service Transition
◦ Knowledge Management
• Procurement Tenders
◦ Preferred recruitment agency employing approx. 120 new staff [Lorien]
◦ Unified Communications - PureCloud Genesys
◦ Remote Control Management - Beyond Trust by Bomgar
• New service build of Service Now instance - full
Design, Change management, Procurement, Management, Service Management, Service, Recruitment, Support, Management Consultant, Incident Management, Major Incident Management, Assessment, Service Transition
2015 - 2017
job
Head of Service Operations and Delivery - Managed Service Provider
Ricoh UK.
Lead, direct and control the Service Operations and Delivery for IT Managed Service Customers. delivering against Customer SLA and IT Managed Service objectives to develop a cost effective, scalable service focused Operations Centre in conjunction with the growth of service.
• Service Delivery/Customer/Vendor/takeholder management
• Management of cost, identification of opportunities and driving the service operations team and owned P&L to be profitable to support the delivery of the overall number.
• Delivery of overall Service Quality to underpins & drives Customer retention.
• Manage the business area P&L and cost centers effectively in line with company business plans/ budgets to achieve financial goals & growth in revenues and operating income.
• Provide leadership & direction to deliver excellent, consistent services and results in all areas to ensure high employee satisfaction, trust and engagement and levels of expertise to meet & exceed the current and future needs of the business and to ensure effective succession planning.
• Stakeholder engagement working proactively to ensure customer expectations against contract are met
• Recognized subject matter expert within Service Management, Design, Transition, Operations, CSI
Service Management Consultancy
• Engagement with customer Pre-Sales understanding business needs and service requirements supporting service design
• Undertake Service Maturity reviews against best practice for new or existing customers
• Delivery of Service Improvement activities across ITIL Functions and Processes
• Service Delivery/Customer/Vendor/takeholder management
• Management of cost, identification of opportunities and driving the service operations team and owned P&L to be profitable to support the delivery of the overall number.
• Delivery of overall Service Quality to underpins & drives Customer retention.
• Manage the business area P&L and cost centers effectively in line with company business plans/ budgets to achieve financial goals & growth in revenues and operating income.
• Provide leadership & direction to deliver excellent, consistent services and results in all areas to ensure high employee satisfaction, trust and engagement and levels of expertise to meet & exceed the current and future needs of the business and to ensure effective succession planning.
• Stakeholder engagement working proactively to ensure customer expectations against contract are met
• Recognized subject matter expert within Service Management, Design, Transition, Operations, CSI
Service Management Consultancy
• Engagement with customer Pre-Sales understanding business needs and service requirements supporting service design
• Undertake Service Maturity reviews against best practice for new or existing customers
• Delivery of Service Improvement activities across ITIL Functions and Processes
Design, ITIL, Service Design, Management, Leadership, Service Management, Sales, Service, It, Support, Growth, Retention, Direction, Processes, Service Delivery
2015 - 2015
freelance
Service Management Consultant and Auditor
Service Desk Institute.
SDI is the leading professional body for everyone working in the IT service and support industry. The Institute has been connecting IT service professionals across the globe since 1988.
SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards, which form the basis for the SDI professional qualifications programme and the service desk certification programme.
• Delivering expert advice, guidance and consultancy services against service operation best practice - educations, public, and private, financial, commercial organisations.
• Lead auditor on the delivery of Service Desk Certification programme
• Lead consultant for service health checks, tool selection service, improvement planning and delivery of CSI workshops
• Delivery of best practice templates and content for SDI members
• Management of the staff resourcing service providing qualified analysts into industry roles
• Active contributor within the service management industry - webcasts, LinkedIn, broadcast interviews.
Consultancy work programmes
• Continual service improvement planning and delivery
◦ Broad green Hospital
◦ Wirebird
◦ RM Education
◦ Land rover Jaguar
◦ Family Mosaic
◦ University of Aberdeen, Manchester, Sheffield, Newcastle, Leicester
◦ Chelsea FC
◦ AO.COM
◦ Virgin Money
◦ Northumbria Water
• Civica Group Ltd - Project Management and solution lead for Cloud and Managed services for the smooth transition and implementation of the replacement ITSM tool for over 10,000 customers.
SDI sets the internationally recognised best practice standards for service desks and service desk professionals. It is these standards, which form the basis for the SDI professional qualifications programme and the service desk certification programme.
• Delivering expert advice, guidance and consultancy services against service operation best practice - educations, public, and private, financial, commercial organisations.
• Lead auditor on the delivery of Service Desk Certification programme
• Lead consultant for service health checks, tool selection service, improvement planning and delivery of CSI workshops
• Delivery of best practice templates and content for SDI members
• Management of the staff resourcing service providing qualified analysts into industry roles
• Active contributor within the service management industry - webcasts, LinkedIn, broadcast interviews.
Consultancy work programmes
• Continual service improvement planning and delivery
◦ Broad green Hospital
◦ Wirebird
◦ RM Education
◦ Land rover Jaguar
◦ Family Mosaic
◦ University of Aberdeen, Manchester, Sheffield, Newcastle, Leicester
◦ Chelsea FC
◦ AO.COM
◦ Virgin Money
◦ Northumbria Water
• Civica Group Ltd - Project Management and solution lead for Cloud and Managed services for the smooth transition and implementation of the replacement ITSM tool for over 10,000 customers.
Project Management, Cloud, Linkedin, Management, Content, Service Management, Service, It, Workshops, Support, Implementation, Health, Management Consultant
2012 - 2015
job
Workplace Services Manager
CoSocius.
Career progression
Staff - 80 FTE + up to 30 contractors supporting projects as required
Accountable for Service Delivery to a user base of 12,500 across 600 sites - Clients include: -
• Cheshire West and Chester Council
• Cheshire East Council
• Cheshire Fire and Rescue
• Warrington Borough Council
• 300 + Cheshire Schools
• Overall Management, development and training responsibilities for Technical Staff within Workplace Services - Hosting, Network, Operational Assurance.
• Management of the ICT Infrastructure, Policies and Procedures for End User Computing ensuring delivery of service within business priorities.
• Management of the ICT Service Desk, ensuring that agreed service level targets for call handling and first-time fix are achieved effectively.
• Management of Schools Support to over 300 Schools ensuring service is provided in accordance with the Schools contractual agreement.
• Management of Major Incidents, Problem and Risk Management ensuring problem investigation, root cause analysis and service are restored as soon as possible.
• Management of Flexible and Mobile device strategy and supporting Juniper, Blackberry and Good Technology infrastructure
• The management of sourcing partners and 3rd party vendors in accordance with procurement guidelines and existing contractual obligations to deliver services to
• agreed SLAs and to identify initiatives for more efficient and cost-effective ways to deliver services
Staff - 80 FTE + up to 30 contractors supporting projects as required
Accountable for Service Delivery to a user base of 12,500 across 600 sites - Clients include: -
• Cheshire West and Chester Council
• Cheshire East Council
• Cheshire Fire and Rescue
• Warrington Borough Council
• 300 + Cheshire Schools
• Overall Management, development and training responsibilities for Technical Staff within Workplace Services - Hosting, Network, Operational Assurance.
• Management of the ICT Infrastructure, Policies and Procedures for End User Computing ensuring delivery of service within business priorities.
• Management of the ICT Service Desk, ensuring that agreed service level targets for call handling and first-time fix are achieved effectively.
• Management of Schools Support to over 300 Schools ensuring service is provided in accordance with the Schools contractual agreement.
• Management of Major Incidents, Problem and Risk Management ensuring problem investigation, root cause analysis and service are restored as soon as possible.
• Management of Flexible and Mobile device strategy and supporting Juniper, Blackberry and Good Technology infrastructure
• The management of sourcing partners and 3rd party vendors in accordance with procurement guidelines and existing contractual obligations to deliver services to
• agreed SLAs and to identify initiatives for more efficient and cost-effective ways to deliver services
Training, Procurement, Risk Management, Management, Sourcing, Network, Service, Technology, Hosting, Support, Infrastructure, Development, Manager, UP, Service Delivery
2009 - 2012
job
ICT Service Desk Manager
Cheshire West and Chester Council.
Career progression
Staff - 78 staff located at multiple sites across Cheshire
• Management of the ICT technology that delivers primary end-user services, namely, the desktop, mobile devices, end-user remote access and system administration
• Provide a "first line / first fix" service to all ICT clients
• Improved FTF from 20% to 70% within 12 months
• Allocate and analysis of support requests, ensuring the service meets agreed SLA standards
• Work with the application, infrastructure and supplier teams to commission 2nd / 3rd /4th line support in a way that minimises the impact of support requests on the business
• Analyze and report on performance against SLA and customer satisfaction to enable continuous review and improvement of services delivered
• Proactively plan and manage the workload of the team and implement a training and development programme, to ensure that all work for which the team is responsible is delivered to defined standards of quality, and within agreed timescales and budgets
• Responsible for ICT Shared Services Business Continuity Plans and interaction with Cheshire West and Chester and Cheshire Easy Business Continuity Teams.
Staff - 78 staff located at multiple sites across Cheshire
• Management of the ICT technology that delivers primary end-user services, namely, the desktop, mobile devices, end-user remote access and system administration
• Provide a "first line / first fix" service to all ICT clients
• Improved FTF from 20% to 70% within 12 months
• Allocate and analysis of support requests, ensuring the service meets agreed SLA standards
• Work with the application, infrastructure and supplier teams to commission 2nd / 3rd /4th line support in a way that minimises the impact of support requests on the business
• Analyze and report on performance against SLA and customer satisfaction to enable continuous review and improvement of services delivered
• Proactively plan and manage the workload of the team and implement a training and development programme, to ensure that all work for which the team is responsible is delivered to defined standards of quality, and within agreed timescales and budgets
• Responsible for ICT Shared Services Business Continuity Plans and interaction with Cheshire West and Chester and Cheshire Easy Business Continuity Teams.
Administration, Training, Management, System administration, Service, Technology, Support, Infrastructure, Development, Manager
2004 - 2009
job
Senior Technical Support Analyst
Ellesmere Port & Neston Borough Council.
Support, Analyst
2001 - 2004
job
Technical Support Analyst
unknown.
Support, Analyst
1997 - 2001
job
Assistant Analyst Programmer
Ocella, McDonald Douglas.
Analyst
1992 - 1997
job
Senior Operator
ICL Mainframe.
My education
n/a
Secondary, Business Management
Secondary, Business Management
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