Managerial and Process Orientated/Service Delivery
Barclays
Total years of experience :19 years, 5 Months
Process Improvement Manager (May 2010 - Jan 2012)
A customer focused role successfully delivering process and service improvements to existing ITIL desktop and incident management processes, focused on improving the customer experience:
• Successfully delivering to time and budget, the Barclays ‘Here to Help’ customer centric campaign, completing 2500 customer interactions across 25 sites in 3 countries, also delivering £50K savings to asset management via redundant hardware collection.
• Delivered E-2-E IMAC & incident management service improvements via Lean methodology, improving service delivery team productivity, SLA performance and customer perception of service.
Service Delivery Manager (August 2008 - May 2010)
Successfully delivered Barclays Managed Desktop Service (South): Profit and Loss of £4m cost centre, resource management of 65 heads across local and remote sites, project delivery, SLA service management of incident & IMAC (order fulfilment) services and service improvement initiative:
• Successfully meeting SLA across all services, whilst implementing cost savings realising £450K.
• Transforming a non-profit making inherited service to a manageable and successful/profitable service
Software Delivery and Configuration Team Manager (April 2006 - August 2008)
Responsibilities included full team management of 20 heads delivering enterprise level 2nd and 3rd line incident management services, order fulfilment and software delivery (Radia/SMS) services to approx. 20000 customers via ITIL change management processes.
IMAC Team Leader (April 2006 - August 2008)
Responsibilities included full team management of 6 heads delivering BAU Order fulfilment services to SLA and 2nd line incident management services. Successful delivery of project work also undertaken, including the migration of 6000 customers from Legacy sites to new Headquarters, including full configuration and data migration activities.
HNC in Computer Studies. Covered Degree Material
OND in Computer Studies,a pre-cursor to the HNC, which I completed day release/night school.