$$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Expert
{{ $t($store.state.user.experience_search_name) }}
0
jobs
Peter Vidal
,
Experience
Other titles
Skills
I'm offering
A senior I.T. professional with over 20 years' experience working in the financial, retail, energy and travel sectors. Currently working as Lead Technical Service Manager for Tyl by NatWest. Strong inter-personal skills, team Leadership and business relationship experience. ITIL V3 service management and solid experience delivering infrastructure projects.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
My experience
2019 - ?
temp
Lead Technical Service Manager
Tyl by NatWest.
(Contract)
Responsibilities:
• Responsible for supporting multiple live environments across a complex technology estate and embed best practice for IT Service Management across the organisation.
• Prevent and resolve all incidents ranging up to large-scale major incidents across internal teams and third parties, providing confidence to the executive leadership team.
• Ownership of the Technology Operations strategy for moving from an outsourced supplier model to an in-sourced one.
• Build and nurture in-house talent so that we can support new digital services and insource our supplier contracts.
• Established high-quality, responsive customer service as the default standard
• Responsible for increasing efficiencies within service operations to deliver cost savings
• Responsible for creating standard reporting metrics and tracking service performance
• Build and nurture business relationships
Responsibilities:
• Responsible for supporting multiple live environments across a complex technology estate and embed best practice for IT Service Management across the organisation.
• Prevent and resolve all incidents ranging up to large-scale major incidents across internal teams and third parties, providing confidence to the executive leadership team.
• Ownership of the Technology Operations strategy for moving from an outsourced supplier model to an in-sourced one.
• Build and nurture in-house talent so that we can support new digital services and insource our supplier contracts.
• Established high-quality, responsive customer service as the default standard
• Responsible for increasing efficiencies within service operations to deliver cost savings
• Responsible for creating standard reporting metrics and tracking service performance
• Build and nurture business relationships
Operations, Contracts, Leadership, Customer service, Management, Service Management, Service, Technology, It, Support, Organization, Responsive, Service Manager, Contracts, UP, Manager
2015 - 2019
temp
Service Manager
Janus Henderson Investors.
(Contract)
Responsibilities:
• Management of 3rd party and in-house SAP support functions including ERP, BW, Business Object, and BPC
• Managed implementation of new SAP environment following merger
• Managed Infrastructure implementation of SAP BW on HANA
• Implement service standards and develop common systems and processes based on industry best practice.
• Development of a service provider management framework incorporating governance, performance, service, budgetary and contractual management.
• Management of key strategic and tactical service providers.
• Development and provision of monthly/quarterly service reports.
• Provide professional leadership and operational/change management.
• Management of Service Level Agreements and ownership of incident and problem management.
• Transition management of key projects/releases into production environments.
• Business relationship management.
Responsibilities:
• Management of 3rd party and in-house SAP support functions including ERP, BW, Business Object, and BPC
• Managed implementation of new SAP environment following merger
• Managed Infrastructure implementation of SAP BW on HANA
• Implement service standards and develop common systems and processes based on industry best practice.
• Development of a service provider management framework incorporating governance, performance, service, budgetary and contractual management.
• Management of key strategic and tactical service providers.
• Development and provision of monthly/quarterly service reports.
• Provide professional leadership and operational/change management.
• Management of Service Level Agreements and ownership of incident and problem management.
• Transition management of key projects/releases into production environments.
• Business relationship management.
Change management, SAP, ERP, Leadership, Management, Service, Implementation, Support, Infrastructure, Development, Production, Service Manager, Framework, Processes, Manager
2015 - 2015
temp
Senior Service Delivery Manager
ASOS.
Responsibilities:
• Management of Service Delivery function, including 4 Service Delivery Managers.
• Ownership of the Service Transition of services into the production environment.
• Management of in-house and offshore Application Support teams (7 Direct Reports)
• Management of the in-house Third Party support function responsible for the support of warehouse management system (Red Prairie)
• Ownership of Service Improvement Programme.
• Member of the Major Incident Management team.
• Stakeholder relationship management.
• Vendor relationship management.
• Annual budgetary responsibility of circa £5m
• Management of Service Delivery function, including 4 Service Delivery Managers.
• Ownership of the Service Transition of services into the production environment.
• Management of in-house and offshore Application Support teams (7 Direct Reports)
• Management of the in-house Third Party support function responsible for the support of warehouse management system (Red Prairie)
• Ownership of Service Improvement Programme.
• Member of the Major Incident Management team.
• Stakeholder relationship management.
• Vendor relationship management.
• Annual budgetary responsibility of circa £5m
Management, Service, Offshore, Support, Incident Management, Service Delivery Manager, Major Incident Management, Production, Service Transition, Manager, Service Delivery
2014 - 2015
temp
European Service Deliver Manager
GAP Inc.
Responsibilities:
• Creation of Global Customer Service Strategy and road map.
• Manage the provision of 1st/2nd/3rd line support services to GAP Europe's corporate and store employees.
• Own and manage the relationship with outsourced service desk vendor (IBM India).
• Management of European end user desktop environment.
• Act as single point of escalation and management of key stakeholder relationships.
• Responsible for ensuring Incident, Problem and Change Management processes are delivered within agreed Service Levels (SLAs).
• Ownership of the Continual Service Improvement Programme.
• Responsible for identifying scope for improvement, process reviews and developing & implementing new processes.
• Production of stakeholder documentation including monthly service level reports.
• Manage 3rd party vendor performance to ensure expected value is delivered and customer satisfaction met.
Close Brothers Group plc - Specialist Financial Service Group.
• Creation of Global Customer Service Strategy and road map.
• Manage the provision of 1st/2nd/3rd line support services to GAP Europe's corporate and store employees.
• Own and manage the relationship with outsourced service desk vendor (IBM India).
• Management of European end user desktop environment.
• Act as single point of escalation and management of key stakeholder relationships.
• Responsible for ensuring Incident, Problem and Change Management processes are delivered within agreed Service Levels (SLAs).
• Ownership of the Continual Service Improvement Programme.
• Responsible for identifying scope for improvement, process reviews and developing & implementing new processes.
• Production of stakeholder documentation including monthly service level reports.
• Manage 3rd party vendor performance to ensure expected value is delivered and customer satisfaction met.
Close Brothers Group plc - Specialist Financial Service Group.
Change management, Customer service, Management, Service, PLC, Support, Production, Processes, Manager
2012 - 2014
job
IT Service Delivery Manager
unknown.
Responsibilities:
• Delivered 24x7 data centre infrastructure with 99.8% system uptime, leveraging VBlock technology across 2 high availability data centres.
• Delivered the day to day (BAU) provision of a virtual service desk and data centre operations teams in a shared services environment supporting 5 business units.
• Managed 31 support staff, including 3 service desk managers and a data centre operations team leader, across 4 different geographic locations. Included recruitment, staff development, objective setting and performance reviews.
• Managed the deployment, monitoring, maintenance, upgrade, and support of all Data Centre and Desktop systems, including servers, PCs, operating systems, hardware, software, and peripherals.
• Manage the provision of 1st, 2nd and 3rd line support services to the Bank's 2000 staff.
• Negotiated Service Level Agreements with key stakeholders in order to measure performance of the service provided to the Bank.
• Produce regular KPI reports detailing performance of the service delivery function.
• Chair monthly service review meetings with senior management and key stakeholders
• Management of the annual budget.
• Developed and implemented all IT policies and procedures relating to the service delivery function.
• Monitored 3rd Party Supplier performance to ensure expected value is delivered and customer satisfaction met.
Achievements:
• Promotion to Service Delivery Manager after successfully fulfilling the role of Customer Services Manager
• Creation of a specialist data centre operations team to support the Bank's data centres, VBlock Appliances and MPLS network.
• Implemented a single service management tool (BCM Footprints) across the Bank.
• Transitioned 4 geographically dispersed service desks into a single virtual service desk in order to introduce a single point of contact for all IT related services.
• Implemented standard incident management, request fulfilment and change management processes across the bank.
• Implemented a single major incident management process across the Bank.
• Implementation of an Asset and Configuration function which resulted in a 30% reduction in hardware purchasing by managing the full life cycle of hardware and software assets.
• Production of Bank wide and customer based Service Level Agreements.
• Implemented service improvement programme to improve service quality where necessary, and to identify more economical ways of providing a service where possible.
Close Brothers Group plc - Specialist Financial Service Group.
• Delivered 24x7 data centre infrastructure with 99.8% system uptime, leveraging VBlock technology across 2 high availability data centres.
• Delivered the day to day (BAU) provision of a virtual service desk and data centre operations teams in a shared services environment supporting 5 business units.
• Managed 31 support staff, including 3 service desk managers and a data centre operations team leader, across 4 different geographic locations. Included recruitment, staff development, objective setting and performance reviews.
• Managed the deployment, monitoring, maintenance, upgrade, and support of all Data Centre and Desktop systems, including servers, PCs, operating systems, hardware, software, and peripherals.
• Manage the provision of 1st, 2nd and 3rd line support services to the Bank's 2000 staff.
• Negotiated Service Level Agreements with key stakeholders in order to measure performance of the service provided to the Bank.
• Produce regular KPI reports detailing performance of the service delivery function.
• Chair monthly service review meetings with senior management and key stakeholders
• Management of the annual budget.
• Developed and implemented all IT policies and procedures relating to the service delivery function.
• Monitored 3rd Party Supplier performance to ensure expected value is delivered and customer satisfaction met.
Achievements:
• Promotion to Service Delivery Manager after successfully fulfilling the role of Customer Services Manager
• Creation of a specialist data centre operations team to support the Bank's data centres, VBlock Appliances and MPLS network.
• Implemented a single service management tool (BCM Footprints) across the Bank.
• Transitioned 4 geographically dispersed service desks into a single virtual service desk in order to introduce a single point of contact for all IT related services.
• Implemented standard incident management, request fulfilment and change management processes across the bank.
• Implemented a single major incident management process across the Bank.
• Implementation of an Asset and Configuration function which resulted in a 30% reduction in hardware purchasing by managing the full life cycle of hardware and software assets.
• Production of Bank wide and customer based Service Level Agreements.
• Implemented service improvement programme to improve service quality where necessary, and to identify more economical ways of providing a service where possible.
Close Brothers Group plc - Specialist Financial Service Group.
Support, Service Delivery, Manager, Processes, Production, Major Incident Management, Service Delivery Manager, Software, KPI, Development, Incident Management, Hardware, Infrastructure, Monitoring, Change management, Implementation, It, Recruitment, PLC, Technology, Network, Service, Service Management, Management, Deployment, Budget, Operations
2011 - 2012
job
Work with the IT Systems Development
Bank IT guidelines.
Customer Services Manager: April 2011 - May 2012
Responsibilities:
• Responsible for the line management, recruitment, training, and monitoring of departmental staff in line with Bank IT guidelines.
• Define, document and maintain Customer Services procedures.
• Manage security administration, including new user set up, user access rights and user profile changes.
• Develop business relationships with other business managers to establish and maintain the perception of excellence. Produce regular customer reporting which backs up the perception.
• Implement an ITIL based service desk offering to support the business with consistent processes and procedures.
• Work with the IT management team to define and work to a series of agreed Service Level Agreement (SLA) and Key Performance Indicators (KPIs) for the provision of Customer Services. Manage the provision of 1st and 2nd Line support for all services provided by the Customer Services team.
• Work with the IT Systems Development, Programme and Infrastructure teams to establish a process that ensures an orderly hand over and transfer of services systems into the production environment.
• Produce regular (monthly) summary reports of incidents and problems. Produce detailed monthly reports of outstanding incidents and problems by type, priority, vendor (if applicable).
Achievements:
• Implemented ITIL based service desk tool for both the London service desk and application support teams which increased the number of requests being captured and also improved communication to the customer by the implementation of automated communication.
• Introduction of incident management process to the service desk and application support teams, which decreased the time to resolve incidents considerably and also enabled the identification of problems.
• Creation of an in-house SAP support team (1st and 2nd line) to support the implementation of SAP as the Bank's general ledger and also the purchase ordering and expenses tools.
• Managed the relationship with IBM who provides, via an offshore model, 3rd line support and development services for SAP.
Investcorp - Provider and manager of alternative investment products.
Responsibilities:
• Responsible for the line management, recruitment, training, and monitoring of departmental staff in line with Bank IT guidelines.
• Define, document and maintain Customer Services procedures.
• Manage security administration, including new user set up, user access rights and user profile changes.
• Develop business relationships with other business managers to establish and maintain the perception of excellence. Produce regular customer reporting which backs up the perception.
• Implement an ITIL based service desk offering to support the business with consistent processes and procedures.
• Work with the IT management team to define and work to a series of agreed Service Level Agreement (SLA) and Key Performance Indicators (KPIs) for the provision of Customer Services. Manage the provision of 1st and 2nd Line support for all services provided by the Customer Services team.
• Work with the IT Systems Development, Programme and Infrastructure teams to establish a process that ensures an orderly hand over and transfer of services systems into the production environment.
• Produce regular (monthly) summary reports of incidents and problems. Produce detailed monthly reports of outstanding incidents and problems by type, priority, vendor (if applicable).
Achievements:
• Implemented ITIL based service desk tool for both the London service desk and application support teams which increased the number of requests being captured and also improved communication to the customer by the implementation of automated communication.
• Introduction of incident management process to the service desk and application support teams, which decreased the time to resolve incidents considerably and also enabled the identification of problems.
• Creation of an in-house SAP support team (1st and 2nd line) to support the implementation of SAP as the Bank's general ledger and also the purchase ordering and expenses tools.
• Managed the relationship with IBM who provides, via an offshore model, 3rd line support and development services for SAP.
Investcorp - Provider and manager of alternative investment products.
Offshore, Manager, Processes, UP, Production, Development, Incident Management, Infrastructure, Monitoring, Support, Implementation, Administration, It, Recruitment, Security, Service, It management, Management, ITIL, Training, SAP
2006 - 2011
job
Vice President, Information Technology
unknown.
Responsibilities:
• Delivered 24x7 infrastructure with 99.7% system uptime; including network, telecommunication, desktops and applications.
• Lead and managed 10 support staff across 3 different geographic locations. Included recruitment, staff development, objective setting and performance reviews.
• Hands on Technical Lead involved in identifying and resolving 1st to 3rd level support incidents.
• Management of annual budget.
• Management of support/maintenance agreements and SLAs relating to third party vendors.
• Chair quarterly meetings with Senior Stakeholders to present road map changes and address any outstanding concerns or issues.
• Business continuity and disaster recovery architecture planning and design.
Achievements:
• Promoted to Vice President after successful fulfilling the role of Manager.
• Project Managed Data Centre Upgrade of UPS, electrical, cooling and cabling systems with no disruption to the business over a 4 week period.
• Implementation of ITIL Service Desk for Incident, Problem and Change management.
• Project managed consolidation of server environment using Windows 2008 R2 Hyper-V and Netapp SANs which reduced server hardware by 30%, reduced power consumption, and also resulted in a reduction in hardware support contracts and licensing costs.
Investcorp - Provider and manager of alternative investment products.
• Delivered 24x7 infrastructure with 99.7% system uptime; including network, telecommunication, desktops and applications.
• Lead and managed 10 support staff across 3 different geographic locations. Included recruitment, staff development, objective setting and performance reviews.
• Hands on Technical Lead involved in identifying and resolving 1st to 3rd level support incidents.
• Management of annual budget.
• Management of support/maintenance agreements and SLAs relating to third party vendors.
• Chair quarterly meetings with Senior Stakeholders to present road map changes and address any outstanding concerns or issues.
• Business continuity and disaster recovery architecture planning and design.
Achievements:
• Promoted to Vice President after successful fulfilling the role of Manager.
• Project Managed Data Centre Upgrade of UPS, electrical, cooling and cabling systems with no disruption to the business over a 4 week period.
• Implementation of ITIL Service Desk for Incident, Problem and Change management.
• Project managed consolidation of server environment using Windows 2008 R2 Hyper-V and Netapp SANs which reduced server hardware by 30%, reduced power consumption, and also resulted in a reduction in hardware support contracts and licensing costs.
Investcorp - Provider and manager of alternative investment products.
Hyper-V, President, Manager, Contracts, Tech lead, Power, Server, Development, Hardware, Infrastructure, Support, Implementation, Design, Recruitment, Technology, Architecture, Network, Service, Windows, Management, Contracts, ITIL, Budget, Change management
2003 - 2006
job
Manager - Infrastructure Support
unknown.
Achievements:
• Implementation of Tandberg Video Conferencing suite, enabling real-time high definition video and document sharing across the wide area network via IP. This resulted in a substantial saving (£7,500 per month) in telecommunication costs and also reduced international travel by 20%.
• Implementation of Citrix XenApp environment, allowing the centralisation of Investcorp's accounting department which enabled a reduction in the head count of the accounting department by 75%.
• Implementation of Citrix SSL VPN environment which resulted in the strengthening of network security and a reduction of corporate laptop purchases by 100%.
• Enterprise wide implementation of Microsoft's System Centre Operations Manager 2007. Enabled reduction in administration due to real-time monitoring of all server operating systems and applications which resulted in 98.9% availability of business critical servers.
• Consolidation of all corporate data into a SAN solution (Netapp), allowing an increased capacity for such services as mailboxes and document storage as well as high availability and redundancy.
Aug 2002 - Jan 2003 Infrastructure Support Tourism Queensland - Australia
• Implementation of Tandberg Video Conferencing suite, enabling real-time high definition video and document sharing across the wide area network via IP. This resulted in a substantial saving (£7,500 per month) in telecommunication costs and also reduced international travel by 20%.
• Implementation of Citrix XenApp environment, allowing the centralisation of Investcorp's accounting department which enabled a reduction in the head count of the accounting department by 75%.
• Implementation of Citrix SSL VPN environment which resulted in the strengthening of network security and a reduction of corporate laptop purchases by 100%.
• Enterprise wide implementation of Microsoft's System Centre Operations Manager 2007. Enabled reduction in administration due to real-time monitoring of all server operating systems and applications which resulted in 98.9% availability of business critical servers.
• Consolidation of all corporate data into a SAN solution (Netapp), allowing an increased capacity for such services as mailboxes and document storage as well as high availability and redundancy.
Aug 2002 - Jan 2003 Infrastructure Support Tourism Queensland - Australia
Monitoring, Https, Manager, SAN, Enterprise, Server, International, Storage, Infrastructure, Administration, Support, Implementation, Security, Citrix, Network, Operations manager, Operations, Video
2001 - 2002
freelance
Consultant
unknown.
Interlegal (Legal Industry)- Australia
1998 - 2001
job
Administrator
Global Refund (Retail Industry).
UK
Administrator
My education
Griffith University
Bachelors, N/a
Bachelors, N/a
Peter's reviews
Peter has not received any reviews on Worksome.
Contact Peter Vidal
Worksome removes the expensive intermediaries and gives you direct contact with relevant talent.
Create a login and get the opportunity to write to Peter directly in Worksome.
38000+ qualified freelancers
are ready to help you
Tell us what you need help with
and get specific bids from skilled talent in Denmark