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Experieinced IT Spplier Management Consultancy
David McClintock
,
St Neots, United Kingdom
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I'm offering
Service-centric IT management professional with more than 20 years of experience committed to continuous delivery of service excellence across a wide range of industries and operational platforms. Drives optimisation of supplier management through establishment of robust governance and service structure, working collaboratively to ensure excellence in deliverables:
- Led full project lifecycles from planning and development to implementation and support.
- Boosted productivity and efficiency through implementation of process improvements, best practices, and talented teams committed to client satisfaction.
- Established and developed simultaneous IT projects and infrastructures to completion in alignment with ITIL Service Management standards; facilitated improvements to efficiency and performance while streamlining operations and decreasing costs.
- Strategically planned, controlled, and enhanced implementation of budgets totalling over £40M.
- Expertise spanning project management, change and progress monitoring while defining / re-defining and delivering operational processes in line with PRINCE2 and Agile methodologies.
- Led full project lifecycles from planning and development to implementation and support.
- Boosted productivity and efficiency through implementation of process improvements, best practices, and talented teams committed to client satisfaction.
- Established and developed simultaneous IT projects and infrastructures to completion in alignment with ITIL Service Management standards; facilitated improvements to efficiency and performance while streamlining operations and decreasing costs.
- Strategically planned, controlled, and enhanced implementation of budgets totalling over £40M.
- Expertise spanning project management, change and progress monitoring while defining / re-defining and delivering operational processes in line with PRINCE2 and Agile methodologies.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
temp
Head of Supplier and Contract Management
Kier Group Ltd.
Kier Group Ltd.
Asked to return to Kier as Head of the Supplier Management Team to help with the transition into the target mode of operation, a comprehensive outsource to Wipro. The main focus was to ensure the supplier and contract management focus was central to the transition, bring previous experience of working in an outsourced environment to support the existing management team.
Key Contributions:
• Implement contractual governance to capture CCNs and mitigate any commercial or contractual risks
• Re-introduced supplier governance for other Tier 1 & 2 Suppliers and work with IT Operations to ensure stability during the transition
• Re-introduced the Supplier Renewals Board to manage contractual renewals and support Financial Controllers implementing a new cost model within the retained IT organisation
• Act as contractual 3rd line escalation for the Wipro contract and work with colleagues to develop the partnership culture
• Recruitment of Supplier Manager, License Manager and full time Head of Supplier & Contract Management
Finastra
IT Supplier Management Consultant (Interim) 12-2018-11-2019
Initially to manage Cloud Hosting Partners not part of Finastra's longer term strategy, role extended to manage long term Suppliers/Vendors.
• Act as an ambassador to extend Finastra Service Management policies across key Suppliers
• Define and implement framework of Continuous Service Improvement
• Define and execute supplier governance ensuring key Finastra stakeholders deliver against obligations and take appropriate action to develop service improvements for Clients
• Act as a service escalation, to track operational and contractual risks, issues, actions and disputes
• Support the scheduled invoice process and reconcile any discrepancies between service level performance and contractual KPIs
Key Contributions:
• Implement contractual governance to capture CCNs and mitigate any commercial or contractual risks
• Re-introduced supplier governance for other Tier 1 & 2 Suppliers and work with IT Operations to ensure stability during the transition
• Re-introduced the Supplier Renewals Board to manage contractual renewals and support Financial Controllers implementing a new cost model within the retained IT organisation
• Act as contractual 3rd line escalation for the Wipro contract and work with colleagues to develop the partnership culture
• Recruitment of Supplier Manager, License Manager and full time Head of Supplier & Contract Management
Finastra
IT Supplier Management Consultant (Interim) 12-2018-11-2019
Initially to manage Cloud Hosting Partners not part of Finastra's longer term strategy, role extended to manage long term Suppliers/Vendors.
• Act as an ambassador to extend Finastra Service Management policies across key Suppliers
• Define and implement framework of Continuous Service Improvement
• Define and execute supplier governance ensuring key Finastra stakeholders deliver against obligations and take appropriate action to develop service improvements for Clients
• Act as a service escalation, to track operational and contractual risks, issues, actions and disputes
• Support the scheduled invoice process and reconcile any discrepancies between service level performance and contractual KPIs
Operations, Cloud, Management, Contract management, Service Management, Service, Recruitment, It, Hosting, Support, Management Consultant, Mode, Organization, Interim, Framework, Manager
2017 - 2017
job
Customer Account Manager
Primary IT.
services contact for set-up of Shared Service Organisation to support Cambridge City Council, South Cambridgeshire District Council, and Huntingdonshire District Council. Acted as number two in organisation while overseeing matrix management and ICT Management team coaching.
Key Contributions:
• Launched Continuous Service Improvement, Customer Satisfaction, and IT Refresh Programmes across outsourced and internal ICT services.
• Elevated quality and efficiency of ICT services through process improvements, regular service reviews, customer forums / surveys, and optimisation of end user community engagement.
• Focus on review and transformation of support processes (ITIL - Incident, Problem, & Change), the priority for a major Incident process to be in place across the shared services.
Key Contributions:
• Launched Continuous Service Improvement, Customer Satisfaction, and IT Refresh Programmes across outsourced and internal ICT services.
• Elevated quality and efficiency of ICT services through process improvements, regular service reviews, customer forums / surveys, and optimisation of end user community engagement.
• Focus on review and transformation of support processes (ITIL - Incident, Problem, & Change), the priority for a major Incident process to be in place across the shared services.
Coaching, ITIL, Account Manager, Optimization, Management, Service, Team coaching, It, Support, Surveys, Transformation, Community, Organization, Manager, Processes, UP
2016 - 2017
job
Service Delivery Manager
Foreign and Commonwealth Office Services.
Spearheaded quality delivery of services, managing relationships between customers and internal operations specialists as well as key IT suppliers focused on continuous improvement of IaaS, PaaS, SaaS, and End User Computing. Maintained SC Security Level.
Key Contributions:
• Enhanced customer and end user experience while minimising disruptions through implementation as well as enforcement of ITIL processes (focus on Incident, Major Incident, Problem and Change).
• Drove continuous improvement of service, reporting, financial, and commercial performance - rolling out new policies, procedures, and best practices.
• Supported client base growth through establishment of business expansion guidelines.
• Introduced structure framework for supplier relationship management and monitoring, ensuring compliance standards and goals.
• Delivered major improvements in supply chain services for key IT end user devices globally via implementation of lean practices that eliminated redundancies without compromising supply chain integrity.
• Boosted customer satisfaction ratings from four to eight in under six months through proactive engagement and continuous service improvements.
Key Contributions:
• Enhanced customer and end user experience while minimising disruptions through implementation as well as enforcement of ITIL processes (focus on Incident, Major Incident, Problem and Change).
• Drove continuous improvement of service, reporting, financial, and commercial performance - rolling out new policies, procedures, and best practices.
• Supported client base growth through establishment of business expansion guidelines.
• Introduced structure framework for supplier relationship management and monitoring, ensuring compliance standards and goals.
• Delivered major improvements in supply chain services for key IT end user devices globally via implementation of lean practices that eliminated redundancies without compromising supply chain integrity.
• Boosted customer satisfaction ratings from four to eight in under six months through proactive engagement and continuous service improvements.
Security, Service Delivery, Processes, Manager, Framework, Service Delivery Manager, Monitoring, Implementation, Growth, It, User Experience, Compliance, Service, Management, Continuous improvement, Saas, Lean, ITIL, Operations
2015 - 2016
job
Supplier Relationship Management Specialist
Lockheed Martin on the Ministry of Justice Account.
Established SRM capability with SIAM tower structure, maintaining Security Level - BPSS / Disclosure Scotland. Drove end-to-end process focused on optimising performance metrics for Network Tower (Vodafone), KPIs, and SLAs based on availability metrics and delivery of network specific requests. Served as key contact within SIAM for Supplier Delivery Manager and escalation point for ITIL process owners as well as key stakeholders.
Key Contributions:
• Introduced Supplier and FITS Service Review Governance Forums, ensuring compliance with supplier, master, and service agreements as well as schedules, processes, and procedures.
• Played a key role in performance excellence through cultivation of collaborative relationships as well as shared vision / values with diverse service providers.
• Implemented ITSM Processes and Procedures (Supplier / Financial Management) that aligned with requirements.
• Effectively and expeditiously addressed issues with non-compliance, remediation, and escalations.
• Managed supplier performance and assurance review boards, monitoring issues, non-conformance, and risks.
Key Contributions:
• Introduced Supplier and FITS Service Review Governance Forums, ensuring compliance with supplier, master, and service agreements as well as schedules, processes, and procedures.
• Played a key role in performance excellence through cultivation of collaborative relationships as well as shared vision / values with diverse service providers.
• Implemented ITSM Processes and Procedures (Supplier / Financial Management) that aligned with requirements.
• Effectively and expeditiously addressed issues with non-compliance, remediation, and escalations.
• Managed supplier performance and assurance review boards, monitoring issues, non-conformance, and risks.
ITIL, Management, Service, Network, Compliance, Security, Monitoring, Manager, Processes
2011 - 2015
job
Governance Senior Manager
T-Systems.
Built IT governance, supplier, and contract management frameworks in alignment with best practices, corporate mission, SLAs, and overall goals. Managed a discreet team of four while influencing wider team of over 100 through a matrix structure.
• Slashed overhead while improving service chain model through Off-Shore Partner (OSP) consolidation programme.
• Implemented a structured framework of Supplier Relationship Management for a supplier base worth over £40m per annum.
• Managed the Governance of internal quality Key Performance Indicators (KPIs) to support the drive for service excellence and reduce service interruption.
• Slashed overhead while improving service chain model through Off-Shore Partner (OSP) consolidation programme.
• Implemented a structured framework of Supplier Relationship Management for a supplier base worth over £40m per annum.
• Managed the Governance of internal quality Key Performance Indicators (KPIs) to support the drive for service excellence and reduce service interruption.
Management, Contract management, Service, It, Support, IT governance, Off-shore, Framework, Manager
2011 - 2011
job
Service Transition Manager - Application Operations
Database and Middleware.
Headed Transition Team of over 20 Analysts, charged with on-boarding of 150 TUPE staff and smooth outsourcing of IT applications, databases, and middleware.
• Elevated service quality through process improvements, third-party partnerships, and implementation of TSL Service Chain methodology.
• Elevated service quality through process improvements, third-party partnerships, and implementation of TSL Service Chain methodology.
Operations, Service, Middleware, It, Outsourcing, Implementation, Service Transition, Manager
2010 - 2011
job
Head of Application Operations - Front Office
unknown.
Rolled out change and problem management processes, optimising and expending troubleshooting, major incidents handling, and allocation of resources. Initially led a team of over 60 Analysts (reduced to <25 following a programme of transition to near shore in Slovakia).
• Boosted performance to achieve 99.5% SLAs compliance rates through redefinition of jobs.
• Improved service excellence through successful near shore transition and increased training for UK based team.
• Boosted performance to achieve 99.5% SLAs compliance rates through redefinition of jobs.
• Improved service excellence through successful near shore transition and increased training for UK based team.
Operations, Training, Management, Service, Compliance, Office, Processes, LED
2009 - 2010
job
VW and T-Mobile Retail Support Manager
unknown.
Recruited to drive service improvement efforts through implementation of customer-centric culture. Initial team size of over 30 Analysts reducing to 15 following near shore transition.
• Cut costs through near-shore programme implementation and team building.
• Minimised incidents and reduced repair times through implementation of ITIL Problem Management process and close monitoring of Incidents.
• Cut costs through near-shore programme implementation and team building.
• Minimised incidents and reduced repair times through implementation of ITIL Problem Management process and close monitoring of Incidents.
Retail, ITIL, Management, Service, Implementation, Support, Monitoring, Manager
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