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John Anderson
,
, United Kingdom
Experience
Other titles
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I'm offering
An innovative, results driven and customer focused Service Delivery Manager, with multi-sector experience and a proven record of success; ensuring service continuity, delivering IT transformation, managing teams and implementing bespoke technology solutions. A proficient strategist, ITIL certified, with a deep understanding of business needs and an adept facility to deliver/embed full-cycle projects; capturing and analysing requirements whilst supporting effective communication and 'agile' delivery. Thrives at the interface between the business and the technical world; changing requirements into technical specifications and explaining constraints and possibilities to all parties. Both a team player and a strong leader, with valuable problem solving and decision making skills and the ability to interact/liaise with external agencies and senior leaders to ensure needs are identified and fully addressed. A 'can do' professional with a dynamic, team focussed ethos: Now seeking a related role/contract where expertise and diverse strengths will bring immediate value.
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
My experience
2014 - ?
job
Owner / Director
unknown.
Hammur IT Services - Delivering the following:
It
2019 - 2019
job
Service Delivery Manager, CGI
Apple Devices.
Key Achievements:
● Managed the seamless transfer of a temporary helpdesk in Glasgow to the main CGI helpdesk in Wales
● Carrying out Acceptance into Service for Europe's largest deployment of Apple Devices (56,000 iPad, 4000 Apple TV's, 1000 Mac Mini's) as well as over 4000 projectors
● Worked between the client, 3rd Parties, the Programme Team and Service to develop support processes
● Developed a template Service model for the new look service and Service Definition Document to be used by CGI in similar deployments.
● Managed escalations of Programme related incidents
● Managed the seamless transfer of a temporary helpdesk in Glasgow to the main CGI helpdesk in Wales
● Carrying out Acceptance into Service for Europe's largest deployment of Apple Devices (56,000 iPad, 4000 Apple TV's, 1000 Mac Mini's) as well as over 4000 projectors
● Worked between the client, 3rd Parties, the Programme Team and Service to develop support processes
● Developed a template Service model for the new look service and Service Definition Document to be used by CGI in similar deployments.
● Managed escalations of Programme related incidents
Deployment, Mac, Service, TV, Support, Cgi, Service Delivery Manager, Processes, Manager, Service Delivery
2018 - 2018
freelance
Process Consultant, Ricoh UK
unknown.
Key Achievements:
● Providing consultancy to Ricoh regarding IT utilisation / optimisation for a key client, 'Heineken UK' based at their office in Edinburgh.
● Analysing relevant data to understand issues/problems before providing insights into Incidents being raised at Service Desk.
● Undertaking specific work to improve the client's processes / systems, including: developed Standard Operating Procedures template; mapped out key Service Desk processes and completed gap analysis of 'as is' and 'to be' Service Desk processes.
● Meeting with senior managers to explain technical details (avoiding jargon) and making a number of recommendations for the up-coming Service Now upgrade.
● Proposing a number of enhancements that would allow for better Incident reporting.
● Providing consultancy to Ricoh regarding IT utilisation / optimisation for a key client, 'Heineken UK' based at their office in Edinburgh.
● Analysing relevant data to understand issues/problems before providing insights into Incidents being raised at Service Desk.
● Undertaking specific work to improve the client's processes / systems, including: developed Standard Operating Procedures template; mapped out key Service Desk processes and completed gap analysis of 'as is' and 'to be' Service Desk processes.
● Meeting with senior managers to explain technical details (avoiding jargon) and making a number of recommendations for the up-coming Service Now upgrade.
● Proposing a number of enhancements that would allow for better Incident reporting.
Optimization, Service, It, Office, Processes, UP
2017 - 2018
job
Service Delivery Manager
Getronics.
Key Achievements:
● Working closely with key stakeholders /multiple clients to ascertain their specific requirements & ensure all parties were effectively informed of work required; developing plans, whilst customising approach to organisational needs & translating solutions/information to be understood by a wider audience.
● Consistently having a 'hands on' approach to team leadership/training, including management of specialist staff: Building a culture based on valuing colleagues and grounded in clear communication at all levels; motivating, training and explicitly recognising individuals' strengths.
● Delivering exemplary levels of service and meeting all SLAs to achieve outstanding levels of success.
● Undertaking a range of related tasks including; validating and recommending third party solutions; identifying, building and maintaining relationships with vendors, and managing outsourced teams.
● Leading on IT budgeting, staffing and procedures; 'bridging the gap' between the technical aspects and business requirements, whilst keeping abreast of the latest technology to offer clients and managers optimum solutions and recommendations.
● Instigated process to reduce call volume with one client including regular end user communications, website pages FAQ and having the training manager listen into calls at the Service Desk.
● Co-ordinated end-to-end integrated delivery:
◦ Service Desk, Change management, Major Incident Management (MIM), Problem Management and Configuration Management
● Provide cover in emergencies for Incident Management and Change Management
● Working closely with key stakeholders /multiple clients to ascertain their specific requirements & ensure all parties were effectively informed of work required; developing plans, whilst customising approach to organisational needs & translating solutions/information to be understood by a wider audience.
● Consistently having a 'hands on' approach to team leadership/training, including management of specialist staff: Building a culture based on valuing colleagues and grounded in clear communication at all levels; motivating, training and explicitly recognising individuals' strengths.
● Delivering exemplary levels of service and meeting all SLAs to achieve outstanding levels of success.
● Undertaking a range of related tasks including; validating and recommending third party solutions; identifying, building and maintaining relationships with vendors, and managing outsourced teams.
● Leading on IT budgeting, staffing and procedures; 'bridging the gap' between the technical aspects and business requirements, whilst keeping abreast of the latest technology to offer clients and managers optimum solutions and recommendations.
● Instigated process to reduce call volume with one client including regular end user communications, website pages FAQ and having the training manager listen into calls at the Service Desk.
● Co-ordinated end-to-end integrated delivery:
◦ Service Desk, Change management, Major Incident Management (MIM), Problem Management and Configuration Management
● Provide cover in emergencies for Incident Management and Change Management
Change management, Team Leadership, Training, Leadership, Management, Service, Technology, Website, It, Incident Management, Configuration Management, Service Delivery Manager, Major Incident Management, Manager, Service Delivery
2016 - 2016
job
Service Delivery Manager, Cal Mac Ferries
new IS and SGL Joint Venture (JV).
(Caledonian MacBrayne)
● Delivered key Project: setting up of operations call centre, to facilitate out-of-hours helpdesk call-logging.
● Developed and continuously evaluated KPIs for the Service Desk.
● Planned required resource based on call volume and length of time to fix; planning the support model and process for new IS and SGL Joint Venture (JV) - based on SGL's acquisition of Marchwood port.
● Reviewed helpdesk SLA delivery & advised on processes and ServiceNow requests. Established CMDB
Earlier Work/Contracts:
● Delivered key Project: setting up of operations call centre, to facilitate out-of-hours helpdesk call-logging.
● Developed and continuously evaluated KPIs for the Service Desk.
● Planned required resource based on call volume and length of time to fix; planning the support model and process for new IS and SGL Joint Venture (JV) - based on SGL's acquisition of Marchwood port.
● Reviewed helpdesk SLA delivery & advised on processes and ServiceNow requests. Established CMDB
Earlier Work/Contracts:
Operations, Contracts, Mac, Service, Support, ServiceNow, Service Delivery Manager, Contracts, Processes, UP, Manager, Service Delivery
2015 - 2016
job
Service Level Manager
NHS Greater Glasgow and Clyde (NHSGGC).
• Developed and maintained Service Catalogue
• Organised and participated in Monthly Supplier performance review with supplier and internal support
• Ensure Suppliers met contractual obligations, took £20,000 from one supplier in a month for contractual failures.
• Organised and participated in Monthly Supplier performance review with supplier and internal support
• Ensure Suppliers met contractual obligations, took £20,000 from one supplier in a month for contractual failures.
Service, Support, Manager
2014 - 2015
job
Senior Support Analyst - Key player in upgrading
unknown.
Orion's clinical portal software from v6 to v8
Support, Analyst, Software, Portal
2011 - 2014
job
Build Team Leader
EMEA Development.
Wipro Limited
2000 - 2011
job
Systems Engineer
SAIC / Accenture / IBM.
1998 - 2000
job
Intranet Developer (STEP Project) Scottish Power
Power Systems.
2
QUALIFICATIONS / PROFESSIONAL DEVELOPMENT/ ADDITIONAL INFORMATION
● BA Business Information Technology and Marketing - University of Paisley (University of the West of Scotland)
● ITIL - version 2, Foundation Service Management
Multiple additional courses taken and completed, including: Leadership Training, Effective Management and Project Management (Prince2 methodologies.)
Group Scout Leader - 6th East Kilbride Scouts
Coach - EKYC 2012's Football team.
QUALIFICATIONS / PROFESSIONAL DEVELOPMENT/ ADDITIONAL INFORMATION
● BA Business Information Technology and Marketing - University of Paisley (University of the West of Scotland)
● ITIL - version 2, Foundation Service Management
Multiple additional courses taken and completed, including: Leadership Training, Effective Management and Project Management (Prince2 methodologies.)
Group Scout Leader - 6th East Kilbride Scouts
Coach - EKYC 2012's Football team.
Marketing, Project Management, Prince2, ITIL, Training, Leadership, Management, Service Management, Service, Technology, Developer, Development, Coach, Power
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