Candidate Name:	Candidate 39573
Job Applied For:	Service Design Lead / Manager
Location:	Surrey
Availability:	Interview: 48 hours’ notice Start: 8 weeks
Salary:	£72,000 + Car Allowance + Benefits
Key Skills:	Service Delivery Design / Architecture ITIL Service Management - ITIL Foundation v2 & v3 Full Project Lifecycle Project Management Transition Management Capacity and Availability Management Incident & Problem Management Process and data analysis IT Operations / Infrastructure People Management
Notes:	A highly experienced, qualified Manager with a proven record of accomplishment delivering global IT infrastructure support and service to Blue Chip organisations.  Providing high-level IT solutions and management control to build consistently improved business performance.   Acknowledged for technical proficiency in Service Management and Programme Management (Prince 2 & PMI). Extensive practical experience within large Corporate and Global organisations.
Presented By:	James Money 83zero Consulting Limited jamesmoney@83zero.com or 01628 564327
Terms of Business:   The forwarding of this CV is strictly subject to our terms and conditions of business as attached and/or displayed on the 83zero website – www.83zero.com.

 

 

Candidate 39573

 

Experienced in Service Management, Project Management, Operational Management, client relationships, Stakeholder Management, performance optimization, process improvement, IT strategy, infrastructure architecture development, technology planning, solution resolution, software / systems implementation, client relationship management, systems analysis, Service, and Vendor Management Skills.

 

Member of itSMf SIAM – SIG. CIO award in 2014, UK industry award nominee 2015, Nominee for CIO award 2016, Business Solutions Security Champion. First Aider, Surrey Police Volunteer

 

 

Service Delivery Design ITIL Service Management Full Project Lifecycle Project Management Transition Management Capacity and Availability Management Incident & Problem Management Process and data analysis IT Operations / Infrastructure People Management

Change Management Supplier / Vendor Management Defining & Embedding SLAs & KPIs Stakeholder Management Continual Service Improvement Global Outsourcing Programmes Excellent communication and presentation skills Strong analytic and problem-solving skills Cyber Security

 

 

ITIL Service Management MCSE, MCP+I, MCNE, CNE, ECNE, MCNE Cobit M865 Project Management Programme Management Programme Management PS003 Marketing IBM SE Process and data analysis Cyber security Fundamentals of Internetworking

IBM Professional Server Expert. SAP design PMP Cloud Foundation CISSP 6 Sigma Yellow Belt

 

June 2015 – Current

Service Design (Manager) Service Architect – British Gas (UK)

• Leads at team of 9 Service designers.
• Created Service Designs for Azure, Verizon, AWS cloud services.
• Member of transformation project team migrating applications to Cloud; manages service design resource assigned.
• Undertook creation and management of transformation of processes and controls to manage cloud services.
• Strategy and Architecture Security Champion working with security architecture and Infosec.
• Attends Programme boards, IS Darb, ASB, ARB’s, EUC Darb for review and approval of submissions
• Works with Supplier Relationship Managers and IS procurement on contract negotiations and validation for services.
• Manages relationship with Service Introduction.
• Implemented Service Design online for Global use replacing multiple sets of word documents and enabling currency of service data.
• Global process owner for Service Architecture
• Undertakes definition of SLA’ against underpinning services and contractual arrangements. Review against technical design of solutions.
• Works with Infrastructure Architects for request of new services specifically for Cloud Services and for oversight of team’s designs

 

October 2014 – June 2015

Operations Control and Governance Lead (Secondment)

• Management of the Enterprise Management Services team (EMS), ServiceNow Team, Outsource Delivery team and IS Project Delivery team; management of escalations and senior stakeholders, as well as shaping the strategic direction for the teams.
• Chairs / attends Service Review Boards with suppliers and the weekly IS Operations Board Review to Service Ownership meetings and Emergency CABs.
• The Control and Governance lead ensures that all teams across Service Operations are adopting best practice in IT Service Management.
• Responsible for producing high level reports on the delivery of service by Service Operations and presenting that back to the IS Ops Leadership Team.
• Member of the outsource project team

 

June 2013 – October 2014

Service Design (Manager) – British Gas (UK)

• Undertaken creation of Service Design Package for systems including SAP, VC, Online, CRM(Dynamics), Supply Chain Consumables, OEE (UK IT industry awards Digital Project of the Year - Online Employee Experience Platform Uplift) and Kisoft, Cloud services (AWS, Azure, Verizon, and HP VPC, Platforms as a service (Best use of Cloud Services - Environments as a Service on the Cloud)
• Projects include; Service Continuity, Process design, Operational Governance., Cost Models
• Works with Infrastructure Architects and Enterprise Architects for new and changed services
• Attends DARB, ARB, ASB (providing input to architecture boards)
• Operates within the CDM (Change Delivery Model) undertaking design requests interfacing service Introduction, Service transition through to service delivery.

 

Nov 2012 – Jan 2013

Snr. Consultant (Contract) – Qunitica (UAE)

• ISO 20000 review at EMAL
• Project Managed ITIL process implementation (Design, transition and delivery) at Eaton towers Uganda
• Reports to Managing Director Qunitica (UAE)

 

2009 – Nov 2012

HEAD OF SERVICE OPERATIONS – Mubadala (UAE)

• Responsible for the provision of strategic leadership and direction for the global change, incident, and problem management team across the organisation
• Coordinated all aspects of vendor management requirements for over 100 subsidiary companies
• Implemented ITIL v2 / v3 ISO20000 based processors throughout the global environment
• Established Data Centre acting as assistant Data Centre Manager for over 100 subsidiary units
• Managed service relationships with suppliers – Injazat, Etisalat and other key providers; undertook service reviews.
• Complied OLS’s and SLA’s and reported on service performance against service targets
• Managed teams of technical resources (headcount 30) in the delivery of business demand for IT infrastructure and services.  Responsible for infrastructure delivery resourcing and workload of the delivery teams
• Service design for Datacentre ensured that service transition activities were completed before service was introduced. Deputised for Operations manager for service delivery of DC solution
• Implemented project management processes
• Chairs service reviews with suppliers

 

2006 – 2009: Thompson Reuters

GLOBAL SERVICE MANAGER (2008 / 2009), CUSTOMER SERVICE MANAGER (2008),

UK SERVICE MANAGER E&T (2008), OPERATIONAL SERVICE MANAGER (2007)

• Implemented part of the One World Solution deploying ITIL based solutions across the group (Change & Problem)
• Responsible for managing and coordinating SIPs using internal resources and undertook service reviews with internal clients – CP, EJV, NDA, NGTx amongst other in the group
• Coordinated definition and tracking of quality service metrics and managed vendors relationships with suppliers such as EMC, IBM, HP, Cisco including OLA’s and SLA’s
• Created shared process for change and release within the shared services environment
• Works with Infrastructure Service Managers and Operational Service Managers

 

2006 – 2006 - CUSTOMER DOMAIN EXPERT: Thompson Reuters

• Interfaced with different business units representing their interests within Operations
• Responsible for analysing business requirements and developing business strategies

 

2004 - 2006

PROGRAM MANAGER – Accenture

• Responsible for defining requirements and planning / executing complex projects including implementing BASEL II Prince 2 based, program for Barclays Bank Plc
• Participated in European and US mega datacentre consolidations with Serviceline responsibility
• Acknowledged for the provision of leadership in an NSP programme at Vodafone
• Management of Project teams – Basel II

 

2003 - 2004

PROJECT MANAGER - Allianz Cornhill

• Directed the establishing of an offshore data centre based in India to Prince2 standards
• Developed project plan, negotiated contracts and managed relationships with local suppliers

 

EARLY CAREER INCLUDES:

 

• Project Manager (contract) - Capital One                                                2002-2003
• Project Infrastructure Manager (contract) - Cox Insurance                      2001-2002
• Project Manager (Security Management) - SX Consulting                      2000-2001
• Manager Distributed Data Systems - Bank of New York                         1996-2000
• Technical Product Manager and Technical Account Manager – IBM      1995-1996
• Consultant - Schlumberger Limited                                                         1994-1995
• Technical Manager - Pearl Assurance Ltd                                               1989-1994
• RSG Support Team Leader - Lloyds of London                                       1977-1989

 

 

 

• Post Graduate Project Management
• BA – Part I Arts Foundation / Part II Information Technology
• NLP Master Practitioner / NLP Practitioner
• ITIL Foundation v2 & v3
• MCSE, MCP+I, MCNE, CNE, ECNE, MCNE
• IBM Professional Server Expert          
• Building Great relationships
• Commercial Acumen
• Building great relationships
• Finance Fundamentals
• SAP Design
• PMP
• Cloud Foundation   
• 6 Sigma – yellow belt
• CISSP
• CISM