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ITIL ‘Expert’ qualified service delivery professional with specific focus on leading IT Service Management projects and transformations. A broad knowledge of technologies, tools and best practices; with particular expertise in process and ToM design and
Alan Wicks
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
Specialities include:
• Service Management & Service Delivery Consultancy
• Service Strategy – Working with stakeholders to forecast service demand and design service management roadmaps/TOM's
• Service Design – Service Catalogue Design/Management, Service Level Management, Capacity/Availability Management, Supplier Management
• Service Transition – Change, Release and Knowledge Management, SACM, CMDB
• Service Operation – Incident, Event and Request Management
• Continual Service Improvement (CSI) – ITIL maturity assessments, Service improvement planning and delivery
• High level and low level process design and transition - Visio workflows and associated process documentation
• Service Level (SLA/OLA) deffinition
• Delivering effective IT Service Management using a SIAM framework
• Service Management & Service Delivery Consultancy
• Service Strategy – Working with stakeholders to forecast service demand and design service management roadmaps/TOM's
• Service Design – Service Catalogue Design/Management, Service Level Management, Capacity/Availability Management, Supplier Management
• Service Transition – Change, Release and Knowledge Management, SACM, CMDB
• Service Operation – Incident, Event and Request Management
• Continual Service Improvement (CSI) – ITIL maturity assessments, Service improvement planning and delivery
• High level and low level process design and transition - Visio workflows and associated process documentation
• Service Level (SLA/OLA) deffinition
• Delivering effective IT Service Management using a SIAM framework
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2015 - ?
job
Service Designer
Royal Bank of Scotland.
Responsibilities Achievements
• Design target service model and manage a team responsible for the transition of network services, processes and procedures
• Ensuring that ITIL processes are aligned with RBS governance and support models are defined and tested
• Develop and maintain relationships across all suppliers and stakeholders
• Leveraging a new Service Management Toolset to drive process improvements and automation
• Lead on major insourcing of the banks entire network services operation
• Successful transition of services while managing expectations of stakeholders and other 3rd party suppliers
• Establishing service level management interfaces and associated reporting
• Target Operating Model and SLA creation for the insourcing of IT services
• Overseeing supplier training, work instruction creation and quality
• Establishing effective knowledge transfer between new suppliers and incumbent teams/3rd parties
• Pre and Post transition maturity assessments and CSI planning
• Design target service model and manage a team responsible for the transition of network services, processes and procedures
• Ensuring that ITIL processes are aligned with RBS governance and support models are defined and tested
• Develop and maintain relationships across all suppliers and stakeholders
• Leveraging a new Service Management Toolset to drive process improvements and automation
• Lead on major insourcing of the banks entire network services operation
• Successful transition of services while managing expectations of stakeholders and other 3rd party suppliers
• Establishing service level management interfaces and associated reporting
• Target Operating Model and SLA creation for the insourcing of IT services
• Overseeing supplier training, work instruction creation and quality
• Establishing effective knowledge transfer between new suppliers and incumbent teams/3rd parties
• Pre and Post transition maturity assessments and CSI planning
Design, Training, ITIL, Automation, Management, Service Management, Service, Network, It, Support, Processes
2014 - 2015
freelance
Service Management Consultant
Thomas Cook (Retail).
Responsibilities Achievements
• Working as part of a major IT transformation programme delivering the transition of services and processes for a new multi supplier (SIAM) operating model
• Ensuring the appropriate ITIL processes, training, tooling and support is delivered with a formal stakeholder sign off
• Defining performance metrics and associated reporting for new services
• Successfully delivered a consistent, best practice set of process documentation
• Ensured process alignment to the new BMC Remedy toolset
• Identified and owned several project level service improvement opportunities
• Established mechanisms for the transfer of knowledge from the existing supplier to the new service centre
• Working as part of a major IT transformation programme delivering the transition of services and processes for a new multi supplier (SIAM) operating model
• Ensuring the appropriate ITIL processes, training, tooling and support is delivered with a formal stakeholder sign off
• Defining performance metrics and associated reporting for new services
• Successfully delivered a consistent, best practice set of process documentation
• Ensured process alignment to the new BMC Remedy toolset
• Identified and owned several project level service improvement opportunities
• Established mechanisms for the transfer of knowledge from the existing supplier to the new service centre
Training, ITIL, Management, Service Management, Service, It, Support, Transformation, Remedy, Management Consultant, Processes
2014 - 2014
freelance
Senior Service Management Consultant
Airwave Solutions.
Responsibilities Achievements
• Delivering an ITIL service management framework and service model in response to a major voice/data communications bid
• Design and document new and improved service delivery processes within a multi supplier SIAM framework
• Working with multiple 3rd party suppliers in order to agree and define SLA's
• Leading interactions with key suppliers to define a service management framework and service strategy
• Drafting ITIL processes which fully align with the new end to end service model
• Designed and developed a service catalogue which reflects the new service offerings
• Delivering an ITIL service management framework and service model in response to a major voice/data communications bid
• Design and document new and improved service delivery processes within a multi supplier SIAM framework
• Working with multiple 3rd party suppliers in order to agree and define SLA's
• Leading interactions with key suppliers to define a service management framework and service strategy
• Drafting ITIL processes which fully align with the new end to end service model
• Designed and developed a service catalogue which reflects the new service offerings
Design, ITIL, Management, Service Management, Service, Management Consultant, Framework, Processes, Service Delivery
2014 - 2014
freelance
Process Improvement Consultant
Moody's Corporation (Financial Services).
Responsibilities Achievements
• Work within a multi supplier environment to lead a global project to design, develop and deliver optimised ITIL processes
• Responsible for a team of offshore ServiceNow developers ensuring priorities are set and risks and issues are appropriately managed
• Gather requirements by leading workshops with key service owners and outsource partners from across Moody's (EMEA, APAC, AMERICAS)
• Define the Service Catalogue approach including: design principles, categorisation, ownership and maintenance
• Managed the successful transition from Remedy to the new ServiceNow ITSM solution
• Defined and implemented SLO's and OLA's for request fulfilment processes
• Identified gaps in existing processes and worked with service owners to develop efficient and effective improvements
• Lead the introduction of new approvals process and delegation authority
• Designed and embedded the new Request Fulfilment management process
• Work within a multi supplier environment to lead a global project to design, develop and deliver optimised ITIL processes
• Responsible for a team of offshore ServiceNow developers ensuring priorities are set and risks and issues are appropriately managed
• Gather requirements by leading workshops with key service owners and outsource partners from across Moody's (EMEA, APAC, AMERICAS)
• Define the Service Catalogue approach including: design principles, categorisation, ownership and maintenance
• Managed the successful transition from Remedy to the new ServiceNow ITSM solution
• Defined and implemented SLO's and OLA's for request fulfilment processes
• Identified gaps in existing processes and worked with service owners to develop efficient and effective improvements
• Lead the introduction of new approvals process and delegation authority
• Designed and embedded the new Request Fulfilment management process
Design, ITIL, Management, Service, Embedded, Workshops, Offshore, Remedy, ServiceNow, Processes
2013 - 2013
freelance
Service Management Consultant
Xceed Group.
Responsibilities Achievements
• Delivering key enhancements as part of a significant Service Management Improvement programme
• Carry out ITIL maturity assessments with key stakeholders - present report and recommendations
• Working with client to deliver efficient and realisable ITIL processes
• Develop a Service Catalogue roadmap and initiate a best practice approach
• Ensure development of the Remedy toolset is aligned with the WorldPay data warehouse policy and architecture
• Review current Service Transition process and work with client stakeholders to deliver necessary improvements
• Ensured successful adoption of new ITIL processes and associated tool automation
• Defined KPI's and related reporting to allow process efficiency to be monitored and measured
• Created and embedded new Service Catalogue structure and management process
• Created and established new SLA definition process for use as part of Service Transition
• Worked collaboratively with senior client stakeholders to ensure their requirements are understood and reflected
• Delivering key enhancements as part of a significant Service Management Improvement programme
• Carry out ITIL maturity assessments with key stakeholders - present report and recommendations
• Working with client to deliver efficient and realisable ITIL processes
• Develop a Service Catalogue roadmap and initiate a best practice approach
• Ensure development of the Remedy toolset is aligned with the WorldPay data warehouse policy and architecture
• Review current Service Transition process and work with client stakeholders to deliver necessary improvements
• Ensured successful adoption of new ITIL processes and associated tool automation
• Defined KPI's and related reporting to allow process efficiency to be monitored and measured
• Created and embedded new Service Catalogue structure and management process
• Created and established new SLA definition process for use as part of Service Transition
• Worked collaboratively with senior client stakeholders to ensure their requirements are understood and reflected
ITIL, Automation, Data Warehouse, Management, Service Management, Service, Architecture, Embedded, Remedy, Development, KPI, Management Consultant, Service Transition, Processes
2013 - 2013
freelance
Service Management Consultant
Direct Line Group (Insurance).
Responsibilities Achievements
• Define and transition new ITIL Service Management processes for a managed network service which supports Direct Line Group in their divestment from RBS
• Create and maintain a Service Design/Transition plan for the new managed service
• Ensure 'end to end' SLA, OLA and underpinning contracts are in place and signed off
• Provide regular and detailed reporting back to DLG programme managers
• Manage process integration with the Remedy toolset and take responsibility for awareness and training
• Setting up and imbedding key ITIL processes in a multi-vendor environment
• Successful workshops with key stakeholders and other service providers for effective process design
• Negotiating contract changes with other service providers to allow for effective 24/7 incident management
• Working with DLG Management to define and deliver monthly Service Reporting requirements
• Responsibility to ensure that all Network assets and 3rd party support contracts were in place and added to the CMDB
• Define and transition new ITIL Service Management processes for a managed network service which supports Direct Line Group in their divestment from RBS
• Create and maintain a Service Design/Transition plan for the new managed service
• Ensure 'end to end' SLA, OLA and underpinning contracts are in place and signed off
• Provide regular and detailed reporting back to DLG programme managers
• Manage process integration with the Remedy toolset and take responsibility for awareness and training
• Setting up and imbedding key ITIL processes in a multi-vendor environment
• Successful workshops with key stakeholders and other service providers for effective process design
• Negotiating contract changes with other service providers to allow for effective 24/7 incident management
• Working with DLG Management to define and deliver monthly Service Reporting requirements
• Responsibility to ensure that all Network assets and 3rd party support contracts were in place and added to the CMDB
Network, Processes, UP, Contracts, Process design, Management Consultant, Incident Management, Remedy, Support, Workshops, Design, Service, Service Management, Integration, Management, Service Design, Contracts, ITIL, Training
2012 - 2013
freelance
Service Management Consultant
Houses of Parliament.
Management, Service Management, Service, Management Consultant
2011 - 2012
job
Service Delivery Lead
LSE.
Service, Service Delivery
2009 - 2011
job
Head of Service Management
University of Greenwich.
Service Delivery Manager Qualifications & Curriculum Development Agency
Management, Service Management, Service, Development, Service Delivery Manager, Manager, Service Delivery
2007 - 2009
job
Chief
Information Officers Group.
2006 - 2007
job
Service Manager
Information & Technology Systems.
Service, Service Manager, Manager
2005 - 2006
job
Service Delivery Team Leader
E-Business Group.
Service, Service Delivery
2000 - 2001
job
Technical Support Analyst
Lorien PLC.
Support, Analyst
1998 - 2000
job
IT Support Analyst
Whitbread PLC.
It support, It, Support, Analyst
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