Candidate Name:

Candidate 39573

Job Applied For:

Service Design Lead / Manager




Interview: 48 hours’ notice

Start: 8 weeks


£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



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 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 –



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
  • 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
  • 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


  • 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



  • 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


  • 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




  • 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
  • IBM Professional Server Expert          
  • Building Great relationships
  • Commercial Acumen
  • Building great relationships
  • Finance Fundamentals
  • SAP Design
  • PMP
  • Cloud Foundation   
  • 6 Sigma – yellow belt
  • CISM                                                            



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