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Matthew Morris
,
Walton-Le-Dale, United Kingdom
Experience
Other titles
Skills
I'm offering
Markets
United Kingdom
Language
English
Fluently
My experience
2018 - ?
job
IT PMO Manager
Victrex Plc.
Achievements and responsibilities:
• Implemented an IT PMO function to provide overall IT portfolio management and change governance
• Product pipeline management across ERP & CRM systems: Microsoft Dynamics AX and Microsoft CRM ensuring business changes are released to live successfully.
• Implemented Microsoft Azure DevOps to deliver efficiencies in managing IT deliveries.
• Led the continuous improvement function across IT PMO and Service Ops - ensuring that we learn from the things that work and don't work as well.
• Leadership of weekly team meetings
• Looked after overall risk management at a portfolio level
• Led the migration of the IT Dept cloud migration
• Implemented an IT PMO function to provide overall IT portfolio management and change governance
• Product pipeline management across ERP & CRM systems: Microsoft Dynamics AX and Microsoft CRM ensuring business changes are released to live successfully.
• Implemented Microsoft Azure DevOps to deliver efficiencies in managing IT deliveries.
• Led the continuous improvement function across IT PMO and Service Ops - ensuring that we learn from the things that work and don't work as well.
• Leadership of weekly team meetings
• Looked after overall risk management at a portfolio level
• Led the migration of the IT Dept cloud migration
CRM, Azure, DevOps, ERP, Microsoft azure, PMO, Continuous improvement, Risk Management, Cloud, Leadership, Management, Service, It, Dynamics AX, LED, Manager
2014 - 2014
job
IT & Technology Service Desk Manager
NCP Ltd.
Achievements and responsibilities:
• Introduction of a newly formed combined service desk that looked after both the infrastructure car parking technology and the newly introduced IT function
• Led the movement of the new function from London to the new Manchester city centre location
• Recruited the new team and delivered the new ITSM system
• Led vendor service reviews and outsourced service reviews to local councils.
• Introduction of a newly formed combined service desk that looked after both the infrastructure car parking technology and the newly introduced IT function
• Led the movement of the new function from London to the new Manchester city centre location
• Recruited the new team and delivered the new ITSM system
• Led vendor service reviews and outsourced service reviews to local councils.
Service, Technology, It, Infrastructure, LED, Manager
2011 - 2013
job
National Service Delivery Manager
Serco.
Achievements and responsibilities:
• Leadership of the national service delivery function across multiple sites (circa 30 heads including x3 team managers)
• Responsible for management of IT incidents that affected customer services across contact centres and online by working with the central client IT function to ensure services where restored ASAP to keep revenue impacts minimal and where possible put work arounds in place.
• Target & metric management - ensuring that all service metric where met and managed within budget on behalf of the client
• Client service reviews and management - responsible for managing the relationship with the client to keep them updates on service delivery, issues and risks.
• Leadership of the national service delivery function across multiple sites (circa 30 heads including x3 team managers)
• Responsible for management of IT incidents that affected customer services across contact centres and online by working with the central client IT function to ensure services where restored ASAP to keep revenue impacts minimal and where possible put work arounds in place.
• Target & metric management - ensuring that all service metric where met and managed within budget on behalf of the client
• Client service reviews and management - responsible for managing the relationship with the client to keep them updates on service delivery, issues and risks.
Budget, Leadership, Management, Service, It, Service Delivery Manager, Online, Service Delivery, Manager
2009 - 2011
job
Regional Service Delivery Manager
Shop Direct Group.
Achievements and responsibilities:
• Leadership of local team of analysts responsible for delivering service delivery metrics and resource planning
• Ensured customer service metrics delivered at a real time level monitoring live stats and correcting the course of any issues that might impact a good customer experience
• Leadership of the daily service delivery meetings/conference call attended by all senior managers & directors to discuss the day ahead and the plan to hit all targets and any blockers that might prevent us from hitting the targets.
• Leadership of contact centres business continuity plans - to ensure we had contingencies in place should one or more of our sites have to close.
• Management of outsourced providers to ensure they delivered on time and on budget as expected.
• Leadership of local team of analysts responsible for delivering service delivery metrics and resource planning
• Ensured customer service metrics delivered at a real time level monitoring live stats and correcting the course of any issues that might impact a good customer experience
• Leadership of the daily service delivery meetings/conference call attended by all senior managers & directors to discuss the day ahead and the plan to hit all targets and any blockers that might prevent us from hitting the targets.
• Leadership of contact centres business continuity plans - to ensure we had contingencies in place should one or more of our sites have to close.
• Management of outsourced providers to ensure they delivered on time and on budget as expected.
Budget, Customer experience, Leadership, Management, Customer service, Service, Monitoring, Service Delivery Manager, Service Delivery, Manager
My education
University of Central Lancashire
N/a, Retail Management
N/a, Retail Management
Cardinal Newman College
Secondary, Grades A-C (Minor in Biology, Psychology)
Secondary, Grades A-C (Minor in Biology, Psychology)
Our Ladys High School
GCSEs, Grade A-C
GCSEs, Grade A-C
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