Head of IT Service Delivery
Alghanim Industries
Total years of experience :34 years, 2 Months
Focused on delivery of IT Support Services to Alghanim Group of Companies (GM, Honda, Kirby Industrial, Xcite.com and many more. Responsible for managing a diverse group of technical and functional specialists across IT Operations, Change and Procurement functions. Supporting critical Data Centre infrastructure and business applications to include SAP, Oracle, Microsoft, VMware, UNIX and EMC systems 24x7 ensuring continuous business services availability.
Working in partnership with IT and business teams executing the group IT strategy in line with business objectives. Managing business as usual activities (incident, problem and change), improvement initiatives and project delivery as required.
• IT Operations management
• Incident, Problem & Change
• Developing & executing IT strategy
• Technology landscape standardisation
• Goal setting & performance management
• Policy & Procedure development
• Vendor management
• Supplier management
• Service improvement plans
• Project initiation and Delivery
• Research & Development
Achievements
• Six Sigma Green Belt Project for infrastructure optimization.
• Managed implementation of Infrastructure & Application Enterprise Monitoring Toolset.
• End User technology landscape standardization reducing business downtime and enhancing user experience
• Implementation Service Transition Process.
• Managed implementation of key desktop management tool-set delivering remote support capabilities, software delivery and real time systems management enhancing support.
Siemens Internet Operations - Microsoft, Unix, DBA & Storage Teams.
Responsible for leading multiple teams of 40+ technical specialists delivering 24x7x365 Windows, Unix, Storage, Database Administration and Streaming support for SISS to a number of high profile customers including bbc.co.uk, iPlayer, BBC WorldWide, UK Office for National Statistics and NAFW (Welsh Government) and many other high profile managed services customers.
bbc.co.uk is one of the most popular websites worldwide with in excess of 124m monthly global unique users and approximately 1.65m daily iPlayer streams
Financial control of internal cost center’s valuing £4m+, ensuring full cost recovery via cost+ funding model. Full responsibility for bottom up FY0607 budget creation.Achievements
• Achieved ISO9001 - Quality accreditation
• Key SLA compliance, increased service availability levels to 99.95% through continuous technical and process service improvements.
• Introduction of standard process and procedures
Key Responsibilities:
• Infrastructure & operations team management
• Break/Fix support within SLA
• On-time delivery of all customer projects
• Identifying and developing service improvement plans.
• Vendor relationship management
• Technology roadmaps
• Strategy development
• Business continuity plans & pandemic planning
• Managing and developing risk associated plans
• Budget responsibility, BAU budget creation and management
Achievements
• Successful re-structuring of Technical Support Teams whilst optimising headcount.
• Consolidation of Service Desk into centralised operating function enabling single point of customer contact for all incidents and requests.
• Implementation of standard CRM desktop build
Key responsibilities included proactive and reactive 2nd line support of Sky’s Desktop & Hardware Infrastructure Teams. During my time with BSKYB I held a number of positions starting out as a Systems Engineer quickly moving into a Technical Team Leader position
• Leading and support technical support teams.
• VIP Executive Support - to Board Level Executives.
• Incident & request resolution & management.
• Management of customer escalations to resolution.
• Resource management & recruitment.
• Technology Roadmap development.
• IT hardware budget forecasting and planning.
• On-time delivery of business projects
6 Month Contract providing 2nd line support within a large team based in Kent & Hampshire
Primary responsibilities included Operating System, Hardware & Application support for 3000 users across multiple locations. Ensuring all tasks/incidents were completed within agreed SLA to the customer’s satisfaction.
2nd & 3rd line IT support for multiple customers based across London & UK
Pre-sales support for customers, assisting account and sales teams with new proposals
Build, Configuration and Installation of new IT systems and services
During my career with Computacenter I was able to gain exposure to various parts of the business and be based at a number of different locations and customer assignments
Shell International Petroleum Company London - 1992 - 1994
COSS Engineer (On-Site Customer Engineer)
Configuration Division - Radlett - 1991 - 1992
Configuration Engineer
Maintenance Division - Watford - 1990 - 1991
Trainee component level engineer
City & Guilds 224 Electronic Systems & Servicing • Electronic Systems and Principles • Analogue Electronics Technology • Digital Electronics Technology
Garston, Watford, Hertfordshire GCSE: English, Maths, Science, Humanities, Office Technology, Geography.