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Craig Millan
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A confident Senior ICT Service Manager with 20+ years' expertise working on £multi-million IT projects, leading large teams to support very large user groups.
Understands definitively the processes, activities, tasks and ITIL workflows within the delivery environment - can manage across multiple IT silos.
Extensive experience working in and assisting process interaction within £multi-million IT implementation and transformation / embedding developments. Consistently delivers quick wins, adding value to individual users and the business.
Understands definitively the processes, activities, tasks and ITIL workflows within the delivery environment - can manage across multiple IT silos.
Extensive experience working in and assisting process interaction within £multi-million IT implementation and transformation / embedding developments. Consistently delivers quick wins, adding value to individual users and the business.
Markets
United Kingdom
Language
English
Fluently
Dutch
Good
Ready for
My experience
2016 - 2019
job
Infrastructure Service Assurance Manager
DEFRA www.defra.gov.uk.
Responsibilities & Achievements
• Assure technical IT services provided by 3rd party suppliers to 21 000 users
• Liaison with external teams in Major Incident and Incident resolution
• Responsible for Problem Management with major incident root cause analysis, identification and elimination
• Responsible for Infrastructure including 4200 servers, MPLS WAN's, Wi-Fi and Remote Access
• Responsible for end user devices; Laptop's, Desktops, BYO, IPad's, IPhones and Android devices
• Responsible for the approval of major infrastructure changes, expenditure approval of £3.2m per month
• Reviews utilisation and trends ensuring operational stability and continual service improvement
• Reviews and approves project deliverables and operational processes to ensure they achieve their objectives
• Assure technical IT services provided by 3rd party suppliers to 21 000 users
• Liaison with external teams in Major Incident and Incident resolution
• Responsible for Problem Management with major incident root cause analysis, identification and elimination
• Responsible for Infrastructure including 4200 servers, MPLS WAN's, Wi-Fi and Remote Access
• Responsible for end user devices; Laptop's, Desktops, BYO, IPad's, IPhones and Android devices
• Responsible for the approval of major infrastructure changes, expenditure approval of £3.2m per month
• Reviews utilisation and trends ensuring operational stability and continual service improvement
• Reviews and approves project deliverables and operational processes to ensure they achieve their objectives
Android, Management, Service, It, Infrastructure, WAN, Processes, Manager
2015 - 2016
job
Interim Head of IT
MS Society www.mssociety.org.uk.
Responsibilities & Achievements
• Responsible for all nationwide IT and telephony activities for c.1,800 users
• Controlled multiple outsource 3rd party providers
• Developed future ICT strategy, negotiated and delivered SLAs and renegotiated contracts
• Achieved key savings:
◦ 33% on existing contract based on procurement of new converged telephony
◦ 45% on existing print contract and replacement of all MFDs across 4 offices in Home Nations
◦ In costs due to migration of all servers from a physical environment to a Cloud-based platform
• Responsible for all nationwide IT and telephony activities for c.1,800 users
• Controlled multiple outsource 3rd party providers
• Developed future ICT strategy, negotiated and delivered SLAs and renegotiated contracts
• Achieved key savings:
◦ 33% on existing contract based on procurement of new converged telephony
◦ 45% on existing print contract and replacement of all MFDs across 4 offices in Home Nations
◦ In costs due to migration of all servers from a physical environment to a Cloud-based platform
Contracts, C, Cloud, Print, Procurement, It, Interim, Contracts
2015 - 2015
job
Director
CBM Pubs Limited www.riverdene.pub.
Responsibilities & Achievements
• Acquired, refurbished and re-launched local closed pub; developed the business and sold as a going concern
• Acquired, refurbished and re-launched local closed pub; developed the business and sold as a going concern
2014 - 2014
job
ICT Service Delivery Manager
Hackney Borough Council www.hackney.gov.uk.
Responsibilities & Achievements
• Responsible for Service Delivery to 4,000+ employees: Change, Release, Capacity, Availability, Configuration and Problem Management. Line-managed Service Desk and Senior Service Management ICT Analysts
• Managed Major Incident Management co-ordination, communication, driving, resolutions and investigations
• Achieved:
◦ reduction in call backlog across all ICT by 65%
◦ improved productivity by 22% through new practices, reducing calls to Service Desk by 35% and abandoned calls reduced by from 25% to 3%
• Reporting:
◦ weekly performance reports across all ICT, fortnightly across all depts.
◦ Service Review Forum, devised and implemented council-wide Service Delivery communications
◦ was main contact for escalation/resolution of Service issues, identifying and designing solutions
• Redesigned the Change Management process and introduced weekly Change Advisory Board (CAB) leading to significant reduction in failed Changes. Implemented revised SOPs for Incident and Request fulfilment
• Integral to a project for the planning and delivery of upgrading the entire operating environment to 4,200 council staff across over 100 sites. Upgrades:
◦ Windows XP to Windows 7; Office 2003 to Office 2013; 4 version upgrade of the councils' document management system Hummingbird eDocs
◦ whole estate was converted simultaneously from local desktops to a VMware solution
• Responsible for Service Delivery to 4,000+ employees: Change, Release, Capacity, Availability, Configuration and Problem Management. Line-managed Service Desk and Senior Service Management ICT Analysts
• Managed Major Incident Management co-ordination, communication, driving, resolutions and investigations
• Achieved:
◦ reduction in call backlog across all ICT by 65%
◦ improved productivity by 22% through new practices, reducing calls to Service Desk by 35% and abandoned calls reduced by from 25% to 3%
• Reporting:
◦ weekly performance reports across all ICT, fortnightly across all depts.
◦ Service Review Forum, devised and implemented council-wide Service Delivery communications
◦ was main contact for escalation/resolution of Service issues, identifying and designing solutions
• Redesigned the Change Management process and introduced weekly Change Advisory Board (CAB) leading to significant reduction in failed Changes. Implemented revised SOPs for Incident and Request fulfilment
• Integral to a project for the planning and delivery of upgrading the entire operating environment to 4,200 council staff across over 100 sites. Upgrades:
◦ Windows XP to Windows 7; Office 2003 to Office 2013; 4 version upgrade of the councils' document management system Hummingbird eDocs
◦ whole estate was converted simultaneously from local desktops to a VMware solution
Change management, VMware, Management, Service Management, Windows, Service, Advisory board, Incident Management, Office, Service Delivery Manager, Major Incident Management, XP, Manager, Service Delivery
2013 - 2014
freelance
IMT Service Delivery Consultant
Surrey County Council.
Responsibilities & Achievements
• Identified:
◦ issues with ITIL Service Delivery functions and implemented changes for better ITIL compliance
◦ functions for retirement and amalgamated roles, delivering greater efficiency. Service Desk productivity increased 42%
◦ IT Service Delivery inefficiencies and devised improvements. Delivered:
* call handling processes, leading to 70% reduction in call backlog
* failed SLAs reduced by 56% in 4 weeks
* Service Desk call handling rate improved 38%
* call closure rate up 32%
* contractor head count reduced from 4 to 2 saving £400 per day
* 2nd and 3rd line call queue backlog reduced by 900 calls in 6 months
• Identified:
◦ issues with ITIL Service Delivery functions and implemented changes for better ITIL compliance
◦ functions for retirement and amalgamated roles, delivering greater efficiency. Service Desk productivity increased 42%
◦ IT Service Delivery inefficiencies and devised improvements. Delivered:
* call handling processes, leading to 70% reduction in call backlog
* failed SLAs reduced by 56% in 4 weeks
* Service Desk call handling rate improved 38%
* call closure rate up 32%
* contractor head count reduced from 4 to 2 saving £400 per day
* 2nd and 3rd line call queue backlog reduced by 900 calls in 6 months
ITIL, Service, Compliance, It, UP, Processes, Service Delivery
2012 - 2013
job
IT Service Transition Manager
SW London & St George's NHS Trust.
Responsibilities & Achievements
• Line-managed the Technical Service and Telecoms teams. Identified weaknesses and applied and reinforced ITIL Service Delivery structures. Achievements:
◦ failing SLAs and overdue calls reduced by 40%
◦ response and resolution times improved by 50%
◦ productivity up 25%
◦ weekly call closure rate up 30% and customer satisfaction improved
• Designed new Service Catalogue, revised the ISO27001 portfolio to improve compliance, and introduced an IT Business Continuity committee and liaison with the business via a Computer User Group
• Project managed weekly inter-departmental moves; introduced revised procedures ensuring minimum downtime, zero defects and improved user experience
• Planned and implemented a project to roll out Windows 7 and Office 2010 to around 1,800 PCs across the Trust
• Delivered new Change creation, chairing weekly CAB and administration of Changes. Identified cost savings to the Trust of £180k PA, implemented a project to achieve this saving
• Line-managed the Technical Service and Telecoms teams. Identified weaknesses and applied and reinforced ITIL Service Delivery structures. Achievements:
◦ failing SLAs and overdue calls reduced by 40%
◦ response and resolution times improved by 50%
◦ productivity up 25%
◦ weekly call closure rate up 30% and customer satisfaction improved
• Designed new Service Catalogue, revised the ISO27001 portfolio to improve compliance, and introduced an IT Business Continuity committee and liaison with the business via a Computer User Group
• Project managed weekly inter-departmental moves; introduced revised procedures ensuring minimum downtime, zero defects and improved user experience
• Planned and implemented a project to roll out Windows 7 and Office 2010 to around 1,800 PCs across the Trust
• Delivered new Change creation, chairing weekly CAB and administration of Changes. Identified cost savings to the Trust of £180k PA, implemented a project to achieve this saving
User Experience, Administration, ITIL, Windows, Service, Compliance, It, ISO27001, Office, Service Transition, ON, UP, Manager, Service Delivery
2012 - 2012
job
Venue IT Manager
VITM.
Responsibilities & Achievements
• Working for Atos on behalf of LOCOG, planned, specified, ordered and implemented IT operations and services at the Velodrome, Hampton Court, and Brands Hatch etc.
• Provided IT server and networking services to outside broadcast services with zero faults or downtime
• Led project and service delivery teams to deliver to immovable deadlines, overcome extreme weather and challenging schedules, successfully providing excellent service and 100% uptime, achieving many accolades
• Led supplier teams from BT, Acer and Xerox for supply of complex services to LOCOG, IOC (International Olympics Committee), Omega Timing, BBC, NBC and members of global broadcast and press corps
• Specified and installed highly fault tolerant networks, power supplies, server rooms and clients
• Working for Atos on behalf of LOCOG, planned, specified, ordered and implemented IT operations and services at the Velodrome, Hampton Court, and Brands Hatch etc.
• Provided IT server and networking services to outside broadcast services with zero faults or downtime
• Led project and service delivery teams to deliver to immovable deadlines, overcome extreme weather and challenging schedules, successfully providing excellent service and 100% uptime, achieving many accolades
• Led supplier teams from BT, Acer and Xerox for supply of complex services to LOCOG, IOC (International Olympics Committee), Omega Timing, BBC, NBC and members of global broadcast and press corps
• Specified and installed highly fault tolerant networks, power supplies, server rooms and clients
Operations, Networking, Service, It, Server, International, Power, LED, Manager, Service Delivery
2011 - 2012
job
IT Service Delivery Manager
Chichester University.
Responsibilities & Achievements
• Revised procedures and implemented improved ITIL systems to ensure an improved call closure rate and 100% of calls dealt with inside SLA
• Implemented a system of proactive Problem Management through improved cross team collaboration
• Assisted with the smooth launch into production of the new IT systems and services, working with the Release Manager and project team members to launch the University's new Support Desk software, participating in pre-release testing and developing support material and processes
• Revised procedures and implemented improved ITIL systems to ensure an improved call closure rate and 100% of calls dealt with inside SLA
• Implemented a system of proactive Problem Management through improved cross team collaboration
• Assisted with the smooth launch into production of the new IT systems and services, working with the Release Manager and project team members to launch the University's new Support Desk software, participating in pre-release testing and developing support material and processes
ITIL, Management, Service, It, Support, Testing, Software, Service Delivery Manager, Production, Release manager, Processes, Manager, Service Delivery
2011 - 2011
job
Group IT Project Manager
The Berkeley Homes Group www.berkeleygroup.co.uk.
Responsibilities & Achievements
• Planned, delivered and deployed multiple site infrastructure projects around South-East England to provide full IT services and VoIP telephony to new remote office Regional, Building Project and Marketing offices
• Planned, delivered and deployed multiple site infrastructure projects around South-East England to provide full IT services and VoIP telephony to new remote office Regional, Building Project and Marketing offices
Marketing, Project Manager, IT Project Manager, It, Voip, Infrastructure, Office, Manager
2010 - 2011
job
IT Service Delivery Manager
The White Company www.thewhitecompany.com.
Responsibilities & Achievements
• Revised systems and processes within the Service Delivery teams to improve customer service
◦ turned around all failing SLAs
◦ reduced:
* overdue calls from 83 to zero and call backlog from 128 to 32
• Revised systems and processes within the Service Delivery teams to improve customer service
◦ turned around all failing SLAs
◦ reduced:
* overdue calls from 83 to zero and call backlog from 128 to 32
Customer service, Service, It, Service Delivery Manager, Processes, Manager, Service Delivery
1994 - 2010
job
National ICT Customer Service Manager - Food Standards Agency
EDS.
(HP) - different support contracts for AON Insurance Ltd. and BP Global HQ
• Technical Team Leader - Network Rail
• Relocation Project Manager - Transport for London Street Management
• Technical Support Engineer - ComputerAid Services (now Getronics)
• Retail Manager - Iceland Frozen Foods plc and Checkers Supermarkets Limited
• Technical Team Leader - Network Rail
• Relocation Project Manager - Transport for London Street Management
• Technical Support Engineer - ComputerAid Services (now Getronics)
• Retail Manager - Iceland Frozen Foods plc and Checkers Supermarkets Limited
Project Manager, Retail, Contracts, Management, Customer service, Service, Network, PLC, Support, Insurance, Service Manager, Contracts, Manager
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