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Agile Technical IT Service Delivery and Operations Manager
Andrew Ness
,
Edinburgh, United Kingdom
Experience
Other titles
Skills
I'm offering
I'm a motivated Agile IT Business Professional with over 15 years of technical and managerial experience at BAU and Project level within the financial sector. Attentive to detail with a practical approach to problem solving and the organisation required to ensure that deadlines and objectives are achieved. I possess excellent interpersonal skills and the ability to communicate at all levels of the business to build positive relationships. Thrive in highly pressurised and challenging working environments.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - 2020
job
AWS Certified Cloud Practitioner and GCP Associate Cloud Engineer
Employment Sabbatical.
Jul 2019 - March 2020
Parental Leave
Period away from my professional career for Parental Leave. During this time, I've been upskilling in Cloud Technologies by following the Microsoft Azure Fundamentals Learning path. I will complete the AZ-900 exam soon and add AWS Certified Cloud Practitioner and GCP Associate Cloud Engineer certifications to my portfolio in due course. Upon completion I will then decide on my initial focussed direction.
Parental Leave
Period away from my professional career for Parental Leave. During this time, I've been upskilling in Cloud Technologies by following the Microsoft Azure Fundamentals Learning path. I will complete the AZ-900 exam soon and add AWS Certified Cloud Practitioner and GCP Associate Cloud Engineer certifications to my portfolio in due course. Upon completion I will then decide on my initial focussed direction.
AWS, Azure, Microsoft azure, Cloud, Direction
2016 - 2019
job
Virtual Client Services (VCS) Service Delivery Manager
Fujitsu Services UK.
* Supported Service Director to deliver multiple global virtual desktop platforms - circa 70,000 users resulting in significant cost and efficiency savings for the Royal Bank of Scotland.
* Measured, produced and presented executive reporting for status updates, risks, issues and milestones to ensure key stakeholders were provided with robust and accurate information.
* Produced MI for analysing trends, future forecasting and measured KPIs against service level agreements.
* Developed, managed and implemented BAU processes to ensure positive end user experience and high customer satisfaction.
* Signed off platform changes, ensuring submissions complied with RBS standards and change governance.
* Attended Change Advisory Board (CAB) meetings to present and asses major changes. In consultation with team members, suppliers and customers, ensured that change management protocols were implemented.
* On-call Recovery Manager for major outages and customer impacting incidents. Liaised with technical teams and incident management to asses platform risk, resolve incidents and reduce further impact.
* Managed and controlled platform specific incidents. Attended recovery meetings and continually reviewed processes to identify continual improvements.
* ScrumMaster for Agile Desktop Delivery Group. Fully supported transition to Agile delivery by leading daily scrums involving technical teams and key stakeholders from Fujitsu and RBS.
* Ensured backlog items were completed within sprints and highlighted any impediments whilst driving the productivity of the Group.
* Epics with highest customer value delivered:
◦ Desktop transformation of MS Office 2013 to MS Office 365 for end users. Large scale business requirements gathering, data analysis, application testing and phased implementation.
◦ Transitioned end users from serialised deployed versions of Adobe products to named user deployed versions within Creative Cloud, segmented by end user requirements. Ensured that RBS complied with Adobe licensing laws.
◦ Upgrading of RBS VCS desktop platform to v2.5 while developing v3 in parallel.
* Collected and used feedback from customers and stakeholders to promote a service of excellence culture. Identified areas of improvement and provided recommendations to further enhance relationships.
* Measured, produced and presented executive reporting for status updates, risks, issues and milestones to ensure key stakeholders were provided with robust and accurate information.
* Produced MI for analysing trends, future forecasting and measured KPIs against service level agreements.
* Developed, managed and implemented BAU processes to ensure positive end user experience and high customer satisfaction.
* Signed off platform changes, ensuring submissions complied with RBS standards and change governance.
* Attended Change Advisory Board (CAB) meetings to present and asses major changes. In consultation with team members, suppliers and customers, ensured that change management protocols were implemented.
* On-call Recovery Manager for major outages and customer impacting incidents. Liaised with technical teams and incident management to asses platform risk, resolve incidents and reduce further impact.
* Managed and controlled platform specific incidents. Attended recovery meetings and continually reviewed processes to identify continual improvements.
* ScrumMaster for Agile Desktop Delivery Group. Fully supported transition to Agile delivery by leading daily scrums involving technical teams and key stakeholders from Fujitsu and RBS.
* Ensured backlog items were completed within sprints and highlighted any impediments whilst driving the productivity of the Group.
* Epics with highest customer value delivered:
◦ Desktop transformation of MS Office 2013 to MS Office 365 for end users. Large scale business requirements gathering, data analysis, application testing and phased implementation.
◦ Transitioned end users from serialised deployed versions of Adobe products to named user deployed versions within Creative Cloud, segmented by end user requirements. Ensured that RBS complied with Adobe licensing laws.
◦ Upgrading of RBS VCS desktop platform to v2.5 while developing v3 in parallel.
* Collected and used feedback from customers and stakeholders to promote a service of excellence culture. Identified areas of improvement and provided recommendations to further enhance relationships.
Implementation, Service Delivery, Manager, Processes, Office, Service Delivery Manager, Testing, Advisory board, Incident Management, Adobe, Transformation, Change management, Service, Management, Cloud, Agile, MS office, Forecasting, Office 365, User Experience, Data Analysis
2005 - 2008
job
Network Administrator
Siemens IT Solutions & Services.
* Provided Local Area Network Administration for 160,000 user base at the Royal Bank of Scotland.
* Responsible for meeting strict deadlines and SLAs by processing over 20,000 end user requests every month on different platforms.
* Provided customer support via incident queues, telephone, and email.
* Conducted training workshops with team members and created/maintained key administration and user documentation
* Responsible for meeting strict deadlines and SLAs by processing over 20,000 end user requests every month on different platforms.
* Provided customer support via incident queues, telephone, and email.
* Conducted training workshops with team members and created/maintained key administration and user documentation
Administration, Training, Network, Workshops, Support, Administrator, Processing
2000 - 2003
job
Network Administrator/Field Engineer
Desert Microsystems Inc.
* Supported field engineers to install local area networks including configuration of hardware/software for servers and workstations for small to medium sized businesses.
* Network configuration, installation, maintenance and monitoring
* Network configuration, installation, maintenance and monitoring
Network, Hardware, Monitoring, Software, Administrator
2000 - 2001
job
Network Administrator and Deskside Support
The University of Edinburgh.
* 2L Deskside/remote support for staff and students.
* Installed, configured servers/workstations and network printers.
* Administered staff and student user accounts.
* Installed, configured servers/workstations and network printers.
* Administered staff and student user accounts.
Network, Printers, Support, Administrator
My education
1998
-
2003
Edinburgh Napier University
BSc, Computer Science
BSc, Computer Science
1996
-
1998
Jewel AND Esk Valley College
Hndhncorequivalent, Computing
Hndhncorequivalent, Computing
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