Resume
A highly experienced and motivated IT Manager, with an extensive
background in delivering business change projects.
Proficient in using ITIL and PRINCE II methodologies to
manage major projects, consistently delivering within time and
budgetary constraints.
Possesses a proven track record in leading large and highly
productive teams, and has managed remote teams across
Career Summary
|
2010 – date |
Founder and Contractor |
Providing expertise and coaching to the IT team at yodel.co.uk
during a period of significant business change following a large
acquisition
Leading a programme to deliver Level 1 (service desk), Level 2
(support engineers) and Level 3 (technical back office) services,
from project proposal through to handover
Managing several projects to implement application changes, using
both internal and external development, testing and implementation
teams
Achieved a fast integration into a new organisation, using excellent
communication skills and the ability to quickly learn new systems
|
2009 – 2010 |
EMEA Client Services Manager / Global User Productivity
Architecture Lead |
Managed over 110 personnel in 15 countries, successfully motivating
and developing remote teams, working in a multi-cultural environment
and adhering to diverse national employment laws
Offered IT client support functions to over 30 countries to reliably
support an asset base of 17,000 devices
Remotely managed a team of Global Subject Matter Experts to define
the current and future strategic direction of IT services
Developed a highly-engaged team delivering well above expectations
by providing effective leadership and employing common processes and
a high standard of risk management
Controlled an annual budget of £15m, including developing
year-on-year budgets, managing forecasts and calculating recovery
methods using fixed rates and allocation models
Monitored and enhanced service quality by implementing key metrics
to cover service level agreements, operational level agreements and
risk and control measures
Created, set and implemented business strategy for the client
services function
Producing and deploying the infrastructure and support for a
successful large SAP rollout
Preparing for a global Windows 7 rollout, having successfully
previously completed the XP rollout
|
2005 – 2009 |
EU Client Support and Service Desk Manager |
Held
direct accountability for all IT service desks in
Led
organisational initiatives including the integration of IT
infrastructure organisations and management of an alternative
sourcing initiative
Ensured Service Desks and
Client Support functions provided coordinated and consistent
processes
Performance managed the Service Desk and Client Support functions, including employees, resources and finance, to ensure that all calls were handled in line with agreed service levels and in 11 languages.
Led a
Client Support and Service Desk reorganisation, and produced all the
necessary documentation for European Union Work Councils
Successfully consolidated over 18 service desks into three,
providing multi-lingual support to users across the region and
hiring 80% new staff
Used
ITIL methodologies to develop and evolve processes, provide
leadership and transition the organisation following major business
changes
Liaised with colleagues in other regions to ensure consistency in
working processes and to establish follow-the-sun procedures
Communicated service issues to the European user base – for example
system downtime arising from planned maintenance works
Worked in partnership with managers from other functions to
integrate new business requirements into the IT support capability
Provided performance metrics for areas of direct responsibility and
made recommendations for improvement in line with globally defined
performance indicators
Managed change effectively to ensure minimum disruption to the
business and the consistent fulfilment of service level agreements
Contributed significantly to
cost reduction initiatives, problem management and service
improvement plans
Assumed regional accountability for global client initiatives,
achieving deadlines through the provision of resources, controls and
budgets
Managed risk appropriately to guarantee successful audits, and took
corrective action where necessary
Delivered extensive change programmes, process improvements, risk
control and compliance management
Created a level 3 global team based in Romania, supporting desktop
images, and implementing security patches and antivirus software
Successfully migrating
25,000 users from Office 2000 – 2007
|
2004 – 2005 |
Regional TCO Project Manager |
Oversaw the rollout of the Total Cost of Ownership programme across
the Europe, Middle East and
Took
on the leadership of a project that was perceived to be failing, and
turned it around to achieve delivery ahead of schedule
Consolidated regional deployment plans from business units across
Effectively communicated
programme objectives, milestones, benefits and processes to key
stakeholders in the region
Liaised extensively with other Regional Project Managers to
coordinate deployment plans and share information
Championed the programme within the region and also as part of the
global programme, providing strong leadership and extensive
experience to contribute to global success
Raised issues and requirements specified by the
business units and functions across
|
1997 – 2004 |
Infrastructure and Support Manager |
Set
and delivered strategy for all aspects of IT, including the
provision of all services and their ongoing maintenance and support
Held
full budgetary responsibility for the IT infrastructure,
successfully benchmarking and reducing the Total Cost of Ownership
to match industry best practice and influencing the global programme
Set
IT standards including service and support standards, security and
new technology standards, and ensured they were effectively
implemented
Provided consultation services and support to other IT functions,
maintaining a smooth flow of information to enable the department to
contribute to and borrow from corporate initiatives
Successfully outsourced infrastructure support, including desktop,
laptop, engineer, telecommunications, helpdesk and on-call services
in a £0.5m contract, and subsequently managed the transition to an
in-house service five years later to provide a better service at
significantly lower cost
Led
ongoing change projects to remove complexity and standardise
processes, including reducing the application portfolio from 160 to
under 50 and driving out support costs by standardising
infrastructure
Reduced costs for the provision of Infrastructure and Support by
over 33% whilst improving service and delivery, as part of ongoing
cost management
Managed the efficient and timely introduction of support services
for all acquisitions
Developed manufacturing
systems (MRP, ERP and plant controls)
|
1989 - 1997 |
Senior Technical Business Analyst |
Provided project management and technical support to business
solutions requiring IT input, including the specification, selection
and implementation of manufacturing systems
Successfully project managed and supported an Electronic Data
Interchange solution to process over 80% of all incoming orders
Personally developed several Visual Basic and SQL business solutions
and an NT Desktop Client
|
1983 – 1988 |
Engineering Apprenticeship |
Qualified as a multi-skilled maintenance engineer (mechanical, electrical, plumbing and welding.
Education and Qualifications
|
ITIL V3 |
Foundation,
2008
|
|
PRINCE II |
Foundation,
2004 |
|
PRINCE II |
Practitioner,
2004 |
|
Professional course |
Coaching for Success,
2002 |
|
Professional course |
Step into Finance,
2001 |
|
Professional course |
Coaching |
|
Certification |
Microsoft Certified Systems Engineer,
1999 |
|
Professional course |
Managing Projects for Success,
1995 |
|
NVQ Level 3 |
Supervisory Management,
1994 |
|
HNC |
Mechanical Engineering,
1988 |
|
IMS Certification |
Industrial Engineering,
1987 |
Key
I.T. Skills
|
·
Microsoft Office Suite |
·
HTML |
·
Operating Systems |
|
·
Visual
Basic |
·
SQL |
·
SAP |
ailable on request