$$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Expert
{{ $t($store.state.user.experience_search_name) }}
0
jobs
Strong BAU and Project IT Management of Hardware and Software Applications.
Graham Doherty
,
Hyde, United Kingdom
Experience
Other titles
Skills
I'm offering
Extensive experience of successful IT management skills (full programme/project lifecycle, using Scrum, Agile and Waterfall methodology business case development, tendering process and budgetary control, Service Delivery Management (ITIL), within medium to large-scale IT and Manufacturing infrastructure projects for international clients.
ISTQB, ITIL Service Management, Prince 2 Practitioner and Scrum Master certified, a varied record of accomplishment of managing medium/large projects, and in particular, specialising in acting as a trouble-shooter and test recovery manager for projects which have gone 'off-the rails', built a trusting and safe environment where problems could be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem solving.
Delivery focused, target driven individual with an uncompromising approach that ensures success
ISTQB, ITIL Service Management, Prince 2 Practitioner and Scrum Master certified, a varied record of accomplishment of managing medium/large projects, and in particular, specialising in acting as a trouble-shooter and test recovery manager for projects which have gone 'off-the rails', built a trusting and safe environment where problems could be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem solving.
Delivery focused, target driven individual with an uncompromising approach that ensures success
Markets
United Kingdom
Language
English
Fluently
French
Good
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - 2019
job
IT Manager & Systems Manager
Loft Interiors.
Assignment:
Overall management and coordination responsibility for IT services across national infrastructure of the business.
As IT-Systems Manager I was responsible for the development of the IT Service capability from a predominantly third-party clients, offering to an In-House Service and to formalise and standardise the IT policies and procedures. In addition, my role included management of all IT business-as-usual activities, including Cybersecurity, KPI's, GDPR, Servers & Networking, Telecoms, Training & Documentation including Office 365 implementation.
My Key responsibilities:
• Management of all the day to day aspects of the IT Department.
• IT Budget Management responsibility, with a focus on improved documentation and alignment with financial management goals.
• Network Management, including Third Party Supplier Relationship Management
• Full Asset Lifecycle Management, from initial business requirement to end of life and asset fresh, including Purchase Order Management.
• Service, Supplier & Contract Management for the printing, IT hardware, IT software and IT Infrastructure, Systems User Management including applications, security, mobile and network telephony.
• First, Second and Third Line IT Support, throughout the full incident lifecycle.
• Hardware Support, of desktops, laptops, servers, telephony, network and power equipment.
• Company Intranet, to develop and implement once signed off from the Business.
• Development of KPI's, both internal and with 3rd Party clients.
Overall management and coordination responsibility for IT services across national infrastructure of the business.
As IT-Systems Manager I was responsible for the development of the IT Service capability from a predominantly third-party clients, offering to an In-House Service and to formalise and standardise the IT policies and procedures. In addition, my role included management of all IT business-as-usual activities, including Cybersecurity, KPI's, GDPR, Servers & Networking, Telecoms, Training & Documentation including Office 365 implementation.
My Key responsibilities:
• Management of all the day to day aspects of the IT Department.
• IT Budget Management responsibility, with a focus on improved documentation and alignment with financial management goals.
• Network Management, including Third Party Supplier Relationship Management
• Full Asset Lifecycle Management, from initial business requirement to end of life and asset fresh, including Purchase Order Management.
• Service, Supplier & Contract Management for the printing, IT hardware, IT software and IT Infrastructure, Systems User Management including applications, security, mobile and network telephony.
• First, Second and Third Line IT Support, throughout the full incident lifecycle.
• Hardware Support, of desktops, laptops, servers, telephony, network and power equipment.
• Company Intranet, to develop and implement once signed off from the Business.
• Development of KPI's, both internal and with 3rd Party clients.
Security, Manager, Power, Software, Office, KPI, Development, Hardware, Infrastructure, Implementation, Support, It, It support, Network, Service, Contract management, Management, It infrastructure, GDpr, Networking, Budget, Training, Office 365
2018 - 2019
job
IT PMO and QA Support Officer
Tameside & Glossop NHS Foundation Trust.
NATURE OF BUSINESS: NHS Integrated Care
POSITION: IT PMO and QA Support Officer
My Key responsibilities:
• Preparing and undertaking Project / Programme Stage Gate reviews
• Preparing for and undertaking Project / Programme Health Checks
• Portfolio reporting - creating reports
• KPI Reporting and Preparing and building SMT Reporting pack on a monthly basis
• Preparation of Portfolio Board pack
• Collection and maintenance of consistent data & advising, supporting and coaching PM's in governance process
• QA of all project and programme artefacts, ability to understand and review documentation
• Facilitating resource management (demand v supply) and capacity planning of department.
• Contract Management, and management of the contracts going out to tender.
• Management of all IT related contracts for the Trust, ensuring all contracts are providing the Trust with Value for Money services.
• Third Party Supplier management including the contract renewal process
• Documentation management, ensuring all contracts have up-to-date SLA's, UC's, confidentiality agreements, GDPR agreements, contact details.
• Collaboration with the Trust's Information Governance Officer on all IT contract related matters.
• Provision of MI reports to Senior Management
• Management of the Change Process; leading and facilitating CAB meetings.
• Writing and implementing Policies and Procedures for the Change, Test and Release process.
POSITION: IT PMO and QA Support Officer
My Key responsibilities:
• Preparing and undertaking Project / Programme Stage Gate reviews
• Preparing for and undertaking Project / Programme Health Checks
• Portfolio reporting - creating reports
• KPI Reporting and Preparing and building SMT Reporting pack on a monthly basis
• Preparation of Portfolio Board pack
• Collection and maintenance of consistent data & advising, supporting and coaching PM's in governance process
• QA of all project and programme artefacts, ability to understand and review documentation
• Facilitating resource management (demand v supply) and capacity planning of department.
• Contract Management, and management of the contracts going out to tender.
• Management of all IT related contracts for the Trust, ensuring all contracts are providing the Trust with Value for Money services.
• Third Party Supplier management including the contract renewal process
• Documentation management, ensuring all contracts have up-to-date SLA's, UC's, confidentiality agreements, GDPR agreements, contact details.
• Collaboration with the Trust's Information Governance Officer on all IT contract related matters.
• Provision of MI reports to Senior Management
• Management of the Change Process; leading and facilitating CAB meetings.
• Writing and implementing Policies and Procedures for the Change, Test and Release process.
Coaching, Writing, Contracts, GDpr, PMO, Management, Test, QA, Contract management, It, Support, Resource management, KPI, Health, Contracts, UP
2017 - 2018
job
ITIL Service and Delivery Support Lead
Electronic Monitoring Services, Capita for MOJ.
NATURE OF BUSINESS: Business Services
POSITION: ITIL Service and Delivery Support Lead
My role as an experienced ITIL professional was the overall accountability for ensuring that IT support and delivery services were carried out in accordance with agreed SLAs and quality standards. Taking an end to end view of services I had the responsibility for embedding all the operating models to enhance service integration and management processes, including business systems, service desk and infrastructure.
My team and I would proactively respond to business priorities and the changing technology landscape whilst always driving quality and value for the organisation by developing services to meet emerging customer needs, reviewing performance, managing stakeholder and vendor relationships.
Individual contribution:
Service Improvement
• Own and manage the delivery of the team Service Improvement Plan and process. Initiate, finalise and implement key service improvements and transformation, including the redesign of service desk services, implementation of the web self-serve portal, and developing the standard service catalogue for the department.
• Undertake regular reviews of service provision and customer satisfaction with key stakeholders, in order to generate service improvement plans and increase value and quality.
• Take the lead for service design, transformation, transition service integration & improvement, incident and risk management resolution for services.
Service Delivery Standards
• Develop and review SLAs with the stakeholder groups, ensuring that all resources are in place to meet or exceed these targets, whilst managing costs
• Take accountability for the review, sign off and execution of the Service Continuity Plan for application services; ensuring that team members are familiar with its content and location.
Leadership & Resource Management
• Serve as an ITIL expert, providing strong leadership, coaching and inspiration to the delivery teams.
• Inspire and develop the team of IT specialists into a high performing and an ITIL focused unit.
• Make sure that all team members have SMART stretch objectives to drive service improvement and individual performance
• Provide regular effective feedback to team members, ensuring that performance issues are proactively addressed, and positive performance is recognised.
• Take overall responsibility for resource planning within the Service Delivery function to the right processes; people and technology are in place to meet business goals and maintain service levels. Where appropriate identifying service gaps and putting contingency plans in place.
Risk and Issue Management
• Accountable for risk and issue management within application services.
• Leading reviews of customer service impacting risks and issues, ensuring that appropriate mitigating actions are in place and the IT Leadership Team were updated.
• Empower the team to identify and record risks and issues that may impact on application services, coaching them to identify and resolve problems to reduce the number of length of incidents.
• Ensuring that confidentiality, security and honesty is maintained by self and team members.
POSITION: ITIL Service and Delivery Support Lead
My role as an experienced ITIL professional was the overall accountability for ensuring that IT support and delivery services were carried out in accordance with agreed SLAs and quality standards. Taking an end to end view of services I had the responsibility for embedding all the operating models to enhance service integration and management processes, including business systems, service desk and infrastructure.
My team and I would proactively respond to business priorities and the changing technology landscape whilst always driving quality and value for the organisation by developing services to meet emerging customer needs, reviewing performance, managing stakeholder and vendor relationships.
Individual contribution:
Service Improvement
• Own and manage the delivery of the team Service Improvement Plan and process. Initiate, finalise and implement key service improvements and transformation, including the redesign of service desk services, implementation of the web self-serve portal, and developing the standard service catalogue for the department.
• Undertake regular reviews of service provision and customer satisfaction with key stakeholders, in order to generate service improvement plans and increase value and quality.
• Take the lead for service design, transformation, transition service integration & improvement, incident and risk management resolution for services.
Service Delivery Standards
• Develop and review SLAs with the stakeholder groups, ensuring that all resources are in place to meet or exceed these targets, whilst managing costs
• Take accountability for the review, sign off and execution of the Service Continuity Plan for application services; ensuring that team members are familiar with its content and location.
Leadership & Resource Management
• Serve as an ITIL expert, providing strong leadership, coaching and inspiration to the delivery teams.
• Inspire and develop the team of IT specialists into a high performing and an ITIL focused unit.
• Make sure that all team members have SMART stretch objectives to drive service improvement and individual performance
• Provide regular effective feedback to team members, ensuring that performance issues are proactively addressed, and positive performance is recognised.
• Take overall responsibility for resource planning within the Service Delivery function to the right processes; people and technology are in place to meet business goals and maintain service levels. Where appropriate identifying service gaps and putting contingency plans in place.
Risk and Issue Management
• Accountable for risk and issue management within application services.
• Leading reviews of customer service impacting risks and issues, ensuring that appropriate mitigating actions are in place and the IT Leadership Team were updated.
• Empower the team to identify and record risks and issues that may impact on application services, coaching them to identify and resolve problems to reduce the number of length of incidents.
• Ensuring that confidentiality, security and honesty is maintained by self and team members.
It, Service Delivery, Processes, Portal, Performing, Redesign, Issue management, Web, Organization, Infrastructure, Resource management, Implementation, Transformation, Support, Design, Security, Technology, Service, Content, Customer service, Integration, Management, Leadership, Risk Management, Service Design, ITIL, It support, Coaching
2017 - 2017
job
Career Break - Sabbatical following Redundancy
Sabbatical.
2009 - 2017
job
Scrum Master / Project Manager / Test Manager / ITIL Service Delivery Support / Technical Engineer
HP Customer Delivery Services, Shell Account.
NATURE OF BUSINESS: IT Services
POSITION: Scrum Master / Project Manager / Test Manager / ITIL Service Delivery Support / Technical Engineer
Scrum Master:
• As scrum master of two development teams, one local and one remote
• Training and developing in the theory and use of agile, scrum and the goal of shippable products
• Empowering members to accept and share responsibilities for ongoing success
• Facilitating the sprint planning, the spring backlog and in developing the sprint goal
• Supporting the scrum team throughout the sprint lifecycles, removing impediments
• Monitoring progress and bringing the sprints back on track when needed
• Facilitating the spring retrospectives
• Facilitating work packages without coercion, assigning, or dictating the work
• Supporting and educating the Product Owner, especially with respect to coaching and maintaining the product backlog
• Providing all support to the team using a servant leadership style whenever possible and leading by example, facilitating discussion, decision-making, and conflict resolution
• Guiding the team on self-organising to fill in the intentional gaps left in the Agile/Scrum frameworks
• Ensuring transparency to all involved and continual improvement through inspection and adaptation
Project Manager:
• Running end to end projects throughout the Software Development Lifecycle (SDLC) using one or a combination of Waterfall, V Model, Iterative and Agile methodologies
• Designing and applying appropriate project management standards
• Managing the production of the required deliverables
• Planning and monitoring the project
• Adopting any delegation and use of project assurance roles within agreed reporting structures
• Preparing and maintaining project, stage and exception plans as required
• Managing project risks, including the development of contingency plans
• Liaison with programme management (if the project is part of a programme) and related projects to ensure that work is neither overlooked nor duplicated
• Monitoring overall progress and use of resources, initiating corrective action where necessary
• Applying change control and configuration management processes
• Reporting through agreed lines on project progress through highlight reports and end-stage assessments
• Liaison with appointed project assurance representatives to assure the overall direction and integrity of the project
• Maintaining an awareness of potential interdependencies with other projects and their impact
• Adopting and applying appropriate technical and quality strategies and standards
• Identifying and obtaining support and advice required for the management, planning and control of the project
• Managing project administration
• Conducting a project evaluation review to assess how well the project was managed
• Preparing any follow-on action recommendations
• Leading / managing / supporting multiple local, regional and global testing projects
• Managing the Asset Refresh project for users in North of England
• Managing the asset and user data divestiture at Refinery before Sale of Refinery
• Managing the asset and user divestiture of LPG Business before Sale of business
• Managing the provision of IT Support to Shell for their part in the EMEA Regional Tier 3 Large Scale Oil Spill exercise on the North Sea, which forms part of the UK Government's National Contingency Plan
EMEA Test Centre Manager:
• Acting as the Subject Matter Expert for Global Testing Centres
• Management of testing facilities for testing of programs, applications and scripts' compatibility to client operating systems prior to release into the live environment
• Creating, adapting test scripts for manual and automated testing.
• Management and provision of support for those booking test facilities and for testers and training users to use test facilities
• Management of Tests throughout testing lifecycle, management of all other aspects on site
• Build, configure and test the testing architecture: servers, desktop and laptop PC's prior to use
• Liaise with and Support Project Managers throughout the complete testing cycle
• Management of testing remote desktop connection/ Hyper V/ VNC/ MSRA/ Lync/ Skype user tools
ITIL Service Delivery Support & Service Improvement
• Analyse and review metrics, ensuring baselines are taken to determine targets, standards and deadlines of your team.
• Provide regular reports on service performance and achievement to the IT Leadership Team.
• Accountable for completion of minor enhancements process for applications, agreeing a release strategy, documenting changes and managing any delivery risks that arise.
• Develop and review SLAs with the stakeholder groups, ensuring that all resources are in place to meet or exceed these targets, whilst managing costs
• Take accountability for the review, sign off and execution of the Service Continuity Plan for application services; ensuring that team members are familiar with its content and location.
• Ensure that quality plans are in place and adhered to at all times.
• Take the lead for service design, transformation, transition service integration & improvement, incident and risk management resolution for services.
• Spearhead major incident and root cause analysis.
• Ensure all changes and handover to support activities are undertaken in accordance with policy and process prior to implementation.
• Responsible for embedding, validating and testing new operating models to enhance service integration and management processes.
• Own and manage the delivery of the team Service Improvement Plan and process. Initiate, finalise and implement key service improvements and transformation, including the redesign of service desk services, implementation of the web self-serve portal, and developing the standard service catalogue for the department.
• Undertake regular reviews of service provision and customer satisfaction with key stakeholders, in order to generate service improvement plans and increase value and quality.
• Share and champion ITIL best practice to identify service improvements.
Senior Technical Engineer
• Ensuring First class support to all on-site and home-based users at all times, through continual service improvement and monitoring
• Management of additional support during peak times and covering during annual leave and sickness
• Liaising with Problem and Change Management for Root Cause Analysis and Solution
• Providing PIMA Support, Client Hardware Support and Application Support
• Provision of regional Out of Hours On-Call IT Support (Procter and Gamble account)
• Third Party Supplier Relationship Management
• Asset management with improved customer satisfaction levels on site
• Responsibility for establishing and implementing standards and best practice for support teams
• Management of contracted technical specialists while at Customer locations
• Local Service Desk Management, as well as second / third line Incident Management
• Support for all locally held systems, including availability and capacity management
• Management of service reporting tools
• Management for the delivery of modules for Support services, including delivery objectives
• Assist in the testing and deployment of client application and technology issues
• Development of the capabilities and role of the Support function to incorporate other activities as deemed appropriate by the Company e.g. new business acquisition
• Provide relevant and timely Management Information to the senior management team as agreed to SLA's
• Management of recruitment and training for regional IT Support team
• Management of regional IT Support team with on-site support services
• Point of contact and management of all aspects of Health and Safety for CDS employees on site
POSITION: Scrum Master / Project Manager / Test Manager / ITIL Service Delivery Support / Technical Engineer
Scrum Master:
• As scrum master of two development teams, one local and one remote
• Training and developing in the theory and use of agile, scrum and the goal of shippable products
• Empowering members to accept and share responsibilities for ongoing success
• Facilitating the sprint planning, the spring backlog and in developing the sprint goal
• Supporting the scrum team throughout the sprint lifecycles, removing impediments
• Monitoring progress and bringing the sprints back on track when needed
• Facilitating the spring retrospectives
• Facilitating work packages without coercion, assigning, or dictating the work
• Supporting and educating the Product Owner, especially with respect to coaching and maintaining the product backlog
• Providing all support to the team using a servant leadership style whenever possible and leading by example, facilitating discussion, decision-making, and conflict resolution
• Guiding the team on self-organising to fill in the intentional gaps left in the Agile/Scrum frameworks
• Ensuring transparency to all involved and continual improvement through inspection and adaptation
Project Manager:
• Running end to end projects throughout the Software Development Lifecycle (SDLC) using one or a combination of Waterfall, V Model, Iterative and Agile methodologies
• Designing and applying appropriate project management standards
• Managing the production of the required deliverables
• Planning and monitoring the project
• Adopting any delegation and use of project assurance roles within agreed reporting structures
• Preparing and maintaining project, stage and exception plans as required
• Managing project risks, including the development of contingency plans
• Liaison with programme management (if the project is part of a programme) and related projects to ensure that work is neither overlooked nor duplicated
• Monitoring overall progress and use of resources, initiating corrective action where necessary
• Applying change control and configuration management processes
• Reporting through agreed lines on project progress through highlight reports and end-stage assessments
• Liaison with appointed project assurance representatives to assure the overall direction and integrity of the project
• Maintaining an awareness of potential interdependencies with other projects and their impact
• Adopting and applying appropriate technical and quality strategies and standards
• Identifying and obtaining support and advice required for the management, planning and control of the project
• Managing project administration
• Conducting a project evaluation review to assess how well the project was managed
• Preparing any follow-on action recommendations
• Leading / managing / supporting multiple local, regional and global testing projects
• Managing the Asset Refresh project for users in North of England
• Managing the asset and user data divestiture at Refinery before Sale of Refinery
• Managing the asset and user divestiture of LPG Business before Sale of business
• Managing the provision of IT Support to Shell for their part in the EMEA Regional Tier 3 Large Scale Oil Spill exercise on the North Sea, which forms part of the UK Government's National Contingency Plan
EMEA Test Centre Manager:
• Acting as the Subject Matter Expert for Global Testing Centres
• Management of testing facilities for testing of programs, applications and scripts' compatibility to client operating systems prior to release into the live environment
• Creating, adapting test scripts for manual and automated testing.
• Management and provision of support for those booking test facilities and for testers and training users to use test facilities
• Management of Tests throughout testing lifecycle, management of all other aspects on site
• Build, configure and test the testing architecture: servers, desktop and laptop PC's prior to use
• Liaise with and Support Project Managers throughout the complete testing cycle
• Management of testing remote desktop connection/ Hyper V/ VNC/ MSRA/ Lync/ Skype user tools
ITIL Service Delivery Support & Service Improvement
• Analyse and review metrics, ensuring baselines are taken to determine targets, standards and deadlines of your team.
• Provide regular reports on service performance and achievement to the IT Leadership Team.
• Accountable for completion of minor enhancements process for applications, agreeing a release strategy, documenting changes and managing any delivery risks that arise.
• Develop and review SLAs with the stakeholder groups, ensuring that all resources are in place to meet or exceed these targets, whilst managing costs
• Take accountability for the review, sign off and execution of the Service Continuity Plan for application services; ensuring that team members are familiar with its content and location.
• Ensure that quality plans are in place and adhered to at all times.
• Take the lead for service design, transformation, transition service integration & improvement, incident and risk management resolution for services.
• Spearhead major incident and root cause analysis.
• Ensure all changes and handover to support activities are undertaken in accordance with policy and process prior to implementation.
• Responsible for embedding, validating and testing new operating models to enhance service integration and management processes.
• Own and manage the delivery of the team Service Improvement Plan and process. Initiate, finalise and implement key service improvements and transformation, including the redesign of service desk services, implementation of the web self-serve portal, and developing the standard service catalogue for the department.
• Undertake regular reviews of service provision and customer satisfaction with key stakeholders, in order to generate service improvement plans and increase value and quality.
• Share and champion ITIL best practice to identify service improvements.
Senior Technical Engineer
• Ensuring First class support to all on-site and home-based users at all times, through continual service improvement and monitoring
• Management of additional support during peak times and covering during annual leave and sickness
• Liaising with Problem and Change Management for Root Cause Analysis and Solution
• Providing PIMA Support, Client Hardware Support and Application Support
• Provision of regional Out of Hours On-Call IT Support (Procter and Gamble account)
• Third Party Supplier Relationship Management
• Asset management with improved customer satisfaction levels on site
• Responsibility for establishing and implementing standards and best practice for support teams
• Management of contracted technical specialists while at Customer locations
• Local Service Desk Management, as well as second / third line Incident Management
• Support for all locally held systems, including availability and capacity management
• Management of service reporting tools
• Management for the delivery of modules for Support services, including delivery objectives
• Assist in the testing and deployment of client application and technology issues
• Development of the capabilities and role of the Support function to incorporate other activities as deemed appropriate by the Company e.g. new business acquisition
• Provide relevant and timely Management Information to the senior management team as agreed to SLA's
• Management of recruitment and training for regional IT Support team
• Management of regional IT Support team with on-site support services
• Point of contact and management of all aspects of Health and Safety for CDS employees on site
Configuration Management, It, Support, Transformation, Implementation, Remote Desktop, Testing, Hardware, Test manager, Monitoring, Development, Incident Management, Health, Software, Recruitment, Safety, Web, Redesign, PC, Booking, Production, Direction, Hyper V, Lync, Portal, Manager, Processes, Service Delivery, Deployment, Change management, Project Management, Scrum, Coaching, Administration, It support, Project Manager, Scrum master, Training, Software development, ITIL, Agile, Product owner, Design, Service Design, Risk Management, Spring, Agile methodologies, Leadership, Management, Integration, Test, Content, Asset Management, Service, Architecture, Technology
2007 - 2009
job
Project and Team leader / Senior Technical Engineer (ITIL)
P+G Account.
• Management for and provision of first, second and third line support as needed, for IT desktop, network and telephony issues
• Project management of local server support
• Provision of video conferencing support
• Project and Customer Relationship Management
• Third Party Supplier Relationship Management
• Management of recruitment and training for regional IT Support team
• Management of Health and Safety requirements for HP CDS staff and organise training as required
• Management of Call logging processes
• Lead the National IT Site Leaders weekly meetings and production of reports to senior management
• Hardware Stock request / ordering /monitoring processes, management of all On-site IT Support
• Responsibility for establishing and implementing standards and best practice for support teams
• Management of contracted technical specialists while at Customer regional locations
• Local Service Desk Management, as well as second / third line Incident Management
• Support for all locally held systems, including availability and capacity management
• Management of service reporting tools
• Management for the delivery of modules for Support services, including delivery objectives
• Assist in the testing and deployment of client application and technology issues
• Development of the capabilities and role of the Support function to incorporate other activities as deemed appropriate by the Company e.g. new business acquisition
• Provide relevant and timely Management Information to the senior management team as agreed to SLA's
• Recruitment of relevant staff with appropriate skill-sets for various projects
• Technical Project management of small or self-contained work packets, managed trends, root cause analysis, investigated problems, known issues, bugs and configuration issues
• Project management of local server support
• Provision of video conferencing support
• Project and Customer Relationship Management
• Third Party Supplier Relationship Management
• Management of recruitment and training for regional IT Support team
• Management of Health and Safety requirements for HP CDS staff and organise training as required
• Management of Call logging processes
• Lead the National IT Site Leaders weekly meetings and production of reports to senior management
• Hardware Stock request / ordering /monitoring processes, management of all On-site IT Support
• Responsibility for establishing and implementing standards and best practice for support teams
• Management of contracted technical specialists while at Customer regional locations
• Local Service Desk Management, as well as second / third line Incident Management
• Support for all locally held systems, including availability and capacity management
• Management of service reporting tools
• Management for the delivery of modules for Support services, including delivery objectives
• Assist in the testing and deployment of client application and technology issues
• Development of the capabilities and role of the Support function to incorporate other activities as deemed appropriate by the Company e.g. new business acquisition
• Provide relevant and timely Management Information to the senior management team as agreed to SLA's
• Recruitment of relevant staff with appropriate skill-sets for various projects
• Technical Project management of small or self-contained work packets, managed trends, root cause analysis, investigated problems, known issues, bugs and configuration issues
It, Processes, Production, Safety, Server, Health, Incident Management, Development, Monitoring, Hardware, Testing, Support, Project Management, Recruitment, Technology, Network, Service, Management, Deployment, ITIL, Training, Video, It support
1998 - 2006
job
IT Business Systems Support Manager (ITIL) and Team Manager
British Gas.
NATURE OF BUSINESS: Energy
POSITION: IT Business Systems Support Manager (ITIL) and Team Manager
BSS Manager:
• Responsibility for remote first line desktop support on a dedicated third party Service Desk
• Support of all Microsoft Office packages (Including Office 2003 and 2007), remote desktop, VNC, Active Directory, Peregrine Service Desk, Microsoft Exchange, Microsoft Server 2003, Citrix and others
• Company specific applications and network support using Support Desk to ITIL standards
• Customer relationship management
• Responsibility for all aspects of first and second line desktop support
• Assist in the testing and deployment of client application and technology issues
• Development of the capabilities and role of the Support function to incorporate other activities as deemed appropriate by the Company e.g. new business acquisition
• Provide relevant and timely Management Information to the senior management team as agreed to SLA's
• Project management of the monitoring and evaluation of Service Desk activities
Team Manager:
• Management of teams of up to 30 customer service agents (as required)
• Management of incentive schemes, personal development plans, coaching plans and employee support plans and ongoing development of staff
• Supported and evaluated staff development through the transition from working on Windows NT to Windows XP
• Management for the delivery of modules for Support services, including delivery objectives
• In such a fluid environment, business requirements change almost instantaneously, responsible for keeping up with changes and developments ready to mould, train and adapt staff to new operational requirements.
POSITION: IT Business Systems Support Manager (ITIL) and Team Manager
BSS Manager:
• Responsibility for remote first line desktop support on a dedicated third party Service Desk
• Support of all Microsoft Office packages (Including Office 2003 and 2007), remote desktop, VNC, Active Directory, Peregrine Service Desk, Microsoft Exchange, Microsoft Server 2003, Citrix and others
• Company specific applications and network support using Support Desk to ITIL standards
• Customer relationship management
• Responsibility for all aspects of first and second line desktop support
• Assist in the testing and deployment of client application and technology issues
• Development of the capabilities and role of the Support function to incorporate other activities as deemed appropriate by the Company e.g. new business acquisition
• Provide relevant and timely Management Information to the senior management team as agreed to SLA's
• Project management of the monitoring and evaluation of Service Desk activities
Team Manager:
• Management of teams of up to 30 customer service agents (as required)
• Management of incentive schemes, personal development plans, coaching plans and employee support plans and ongoing development of staff
• Supported and evaluated staff development through the transition from working on Windows NT to Windows XP
• Management for the delivery of modules for Support services, including delivery objectives
• In such a fluid environment, business requirements change almost instantaneously, responsible for keeping up with changes and developments ready to mould, train and adapt staff to new operational requirements.
Citrix, UP, Manager, Energy, XP, Energy, Server, Office, Development, Monitoring, Testing, Remote Desktop, Support, It, Project Management, Technology, Network, Service, Windows, Customer service, Management, Microsoft Server, Deployment, Exchange, Active Directory, ITIL, Coaching
My education
Manchester Metropolitan University
Certification, N/a
Certification, N/a
Plater College
Bachelors, International Business
Bachelors, International Business
Oxford University
Unspecified, Dip SocAdmin
Unspecified, Dip SocAdmin
Graham's reviews
Graham has not received any reviews on Worksome.
Contact Graham Doherty
Worksome removes the expensive intermediaries and gives you direct contact with relevant talent.
Create a login and get the opportunity to write to Graham directly in Worksome.
are ready to help you
and get specific bids from skilled talent in Denmark