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ICT Service Manager
James Harriman
,
Borehamwood, United Kingdom
Experience
Other titles
Skills
I'm offering
I am a seasoned ICT Manager with over 11 years experience in the ICT industry, including 6 years in the public sector working for the Parliamentary & Health Service Ombudsman. I presently line manage a multicultural team of two 1st line and two 2nd line support analysts to ensure a high level of service is provided across the organisation of around 500 staff members
based across two sites.
I have firm experience with project management and am familiar with managing projects that heavily influence the entire organisation (such as large scale office moves in regards to IT infrastructure, dedicated lines, wayleaves etc) as well as delivering outcomes with an assigned workstream. I am also responsible for writing & embedding processes based on ITIL best practice and driving forward a culture of positive change within the ICT team.
I can bring a great deal to an organisation that believes in applying proven best practices across their organisation to drive continual improvement, working independently or as part of a team. I have always felt it vital to empower those working under me to grow into their roles and foster pride in their work.
based across two sites.
I have firm experience with project management and am familiar with managing projects that heavily influence the entire organisation (such as large scale office moves in regards to IT infrastructure, dedicated lines, wayleaves etc) as well as delivering outcomes with an assigned workstream. I am also responsible for writing & embedding processes based on ITIL best practice and driving forward a culture of positive change within the ICT team.
I can bring a great deal to an organisation that believes in applying proven best practices across their organisation to drive continual improvement, working independently or as part of a team. I have always felt it vital to empower those working under me to grow into their roles and foster pride in their work.
Markets
United Kingdom
Language
English
Fluently
Ready for
Full time contractor
Available
My experience
2017 - ?
job
ICT Service Manager
unknown.
Responsible for medium-sized projects (and work streams within larger projects), reporting
directly to the Director of ICT & Facilities. In mid January 2018 completed the relocation of all
ICT systems and services into a new office in Manchester in a highly compressed time-frame without compromising on security, procedure or adding risk to the organisation. More recently
we have increased the size of the team and managed more responsibility as the service desk is
transferred from an outsourced service desk to an in-house one.
Responsibilities
● Overseeing all ICT procurement and consulting on organisation-wide projects with an ICT
component
● Realising service improvements as part of the ongoing ICT transformation project
● Creating, reviewing and embedding ITIL-based policies
● Maintaining a good relationship with multiple suppliers and support contract providers
● Ensuring that the help desk operates within SLAs and is prioritising projects according to organisational needs
● Managing and owning issues as they occur delegating to team members when required,
communicating to the wider organisation where necessary and managing expectations of key
stakeholders
● Line managing a team of 4 support analysts of varying backgrounds, split across two sites
● Tailoring licensing needs to maximise VFM for the organisation
● Mobile device management for 150 devices
● Digital & hardware asset management
● Ensuring reasonable adjustments for staff members with accessibility requirements are met
● Facilitating board members with key technology and services
● Management of ICT department budget of £1.2m
● Assessing current ICT engagements and suggesting new ways of working
directly to the Director of ICT & Facilities. In mid January 2018 completed the relocation of all
ICT systems and services into a new office in Manchester in a highly compressed time-frame without compromising on security, procedure or adding risk to the organisation. More recently
we have increased the size of the team and managed more responsibility as the service desk is
transferred from an outsourced service desk to an in-house one.
Responsibilities
● Overseeing all ICT procurement and consulting on organisation-wide projects with an ICT
component
● Realising service improvements as part of the ongoing ICT transformation project
● Creating, reviewing and embedding ITIL-based policies
● Maintaining a good relationship with multiple suppliers and support contract providers
● Ensuring that the help desk operates within SLAs and is prioritising projects according to organisational needs
● Managing and owning issues as they occur delegating to team members when required,
communicating to the wider organisation where necessary and managing expectations of key
stakeholders
● Line managing a team of 4 support analysts of varying backgrounds, split across two sites
● Tailoring licensing needs to maximise VFM for the organisation
● Mobile device management for 150 devices
● Digital & hardware asset management
● Ensuring reasonable adjustments for staff members with accessibility requirements are met
● Facilitating board members with key technology and services
● Management of ICT department budget of £1.2m
● Assessing current ICT engagements and suggesting new ways of working
ITIL, Budget, Consulting, Procurement, Management, Service, Asset Management, Security, Technology, Support, Transformation, Hardware, Office, Organization, Service Manager, Manager
2012 - 2017
job
Application Support & Development Officer
unknown.
Responsibilities
● Working alongside outsourced helpdesk to ensure a positive ICT user experience
● Providing reports for the ICT Service Manager showing recent performance of 3rd party support
services
● Working with ICT Service Manager to ensure delivery of large scale projects (e.g. VOIP rollout, business continuity reassessment, desktop upgrade project)
● Resolving day to day break/fix that falls outside of the remit of the outsourced helpdesk
● Working with users of accessible technology to ensure that technical issues that impact their
working environment are resolved quickly
● Ensuring that requisitions are raised in line with correct procedures to ensure that the ICT
Service Manager can approve expenditures
● Working alongside outsourced helpdesk to ensure a positive ICT user experience
● Providing reports for the ICT Service Manager showing recent performance of 3rd party support
services
● Working with ICT Service Manager to ensure delivery of large scale projects (e.g. VOIP rollout, business continuity reassessment, desktop upgrade project)
● Resolving day to day break/fix that falls outside of the remit of the outsourced helpdesk
● Working with users of accessible technology to ensure that technical issues that impact their
working environment are resolved quickly
● Ensuring that requisitions are raised in line with correct procedures to ensure that the ICT
Service Manager can approve expenditures
User Experience, Service, Technology, Voip, Support, Development, Service Manager, Manager
2010 - 2012
job
IT Technical onsite Engineer
Forum Computers.
Responsibilities
● Building systems to client specifications
● Maintaining positive relationship between business and 3rd party suppliers
● Rapid IT break-fix (hardware and software) for popular IT systems
● Executing industry level diagnostic software across multiple systems to perform diagnostic and repair tasks (data recovery software, anti-virus, anti-rootkit, anti-malware, HD cloning, Microsoft ERD/DaRT, etc.)
● Building systems to client specifications
● Maintaining positive relationship between business and 3rd party suppliers
● Rapid IT break-fix (hardware and software) for popular IT systems
● Executing industry level diagnostic software across multiple systems to perform diagnostic and repair tasks (data recovery software, anti-virus, anti-rootkit, anti-malware, HD cloning, Microsoft ERD/DaRT, etc.)
It, Hardware, Software
2008 - 2010
job
IT 2nd/3rd Line Support Agent
Advantage Motor Group.
Responsibilities
● Installation and upkeep of IT systems
● Responding to incidents and requests raised by staff across 3 remote sites
● Monitoring and maintaining server infrastructure
● Managing online presence to drive customer footfall
● Implementation of intranet services (SharePoint 2008)
● Management of pay per click advertising
● Managing hardware and software installation & maintenance
● Graphical design and creation of in store and online advertisements
● Installation and upkeep of IT systems
● Responding to incidents and requests raised by staff across 3 remote sites
● Monitoring and maintaining server infrastructure
● Managing online presence to drive customer footfall
● Implementation of intranet services (SharePoint 2008)
● Management of pay per click advertising
● Managing hardware and software installation & maintenance
● Graphical design and creation of in store and online advertisements
Design, Advertising, SharePoint, Management, It, Support, Implementation, Infrastructure, Hardware, Software, Monitoring, Server, Online, Agent
My education
2004
-
2008
University of Lincoln
BSc, Computer Sciences
BSc, Computer Sciences
2001
-
2004
Grimsby Institute of Further AND Higher Education
Hndhncorequivalent, AVCE
Hndhncorequivalent, AVCE
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