Service Transition Manager
Barclays Plc
Total years of experience :15 years, 8 Months
- Responsible for performing the Service Transition activities to ensure controlled transition of new or changed IT Services from "build" to "run" to minimise risk and protect operational services
- Accountable for transitioning large scale Cisco, Citrix, Win7, Win10, VDI, IE11 and JML projects covering multiple internal teams and vendors
- Utilizing ITIL V3 best practice to drive efficient processes and innovation to deliver world class user experience
- Maintain a lighter touch framework to accommodate smaller program activity into BAU support in a controlled manner
- Manage operational readiness reviews and drive forward the completion of service acceptance trackers
- Ensure all deployments of IT services are scheduled, communicated and completed to provide a positive end-user experience
- Manage the implementation of new service models.
- Create/identify, review and agree service levels and underpinning Vendor contracts
- Developed and managed process improvements, coaching team members of the benefits changes, control and on time service delivery.
- Maintain transition risk and issue registers with focus on schedule, scope, business and technical risk
- Identifying continuous improvement items from lessons learned and ensuring implementation of those items for future transition projects.
- Managed stakeholder expectations via planned communication strategy
- Developed and delivered training and documentation, supporting the deployment of new products
- Ensured all required Programme closedown documentation is retained for future use in appropriate locations (ServiceNow, SharePoint)
- Assuring and delivering the highest standard of ICT services to over 10, 000 Healthcare professionals, ensuring informatics performance and quality targets are met across all corporate services.
- Accountable for the performance and maintenance of service levels for Electronic Patient Record Systems
- Assessed, wrote and presented an ASIS service support document to the Chair and Senior Management
- Authored and delivered an organizational change consultation document to enable the adoption of a single operating model for ICT
- Formalised OLA’s with the Clinical Care Support teams assuring system availability
- Formalised all ICT delivery job descriptions and assured their key objectives and deliverables were SMART
- Delivered the new organizational structure for ICT based upon current demand and future pipeline projects
- Ensured all incidents, changes, service requests are managed in accordance with service level agreements
- Monitored and evaluated the service performance against Informatics objectives
- Assured that the service consistently met targets through established capacity and business continuity plans
- Provided governance guidance around system usage and maintained audits to ensure that standards are being adhered to
- Directly reported into the ICT Director, responsible for ICT Service and Operational Support across the Trust
- Turned an under-performing Service Desk into a service centre of excellence, achieving and exceeding contractual SLAs and customer satisfaction
- Responsible and accountable for the ICT Service Management to the Trusts 8000 users
- Partnership working with the Clinical Records Management Team to ensure all reporting and monitoring systems were supported and available 24/7
- Engaged and constantly worked with the Trust Emergency Planning team for business continuity plans.
- Implemented service frameworks to improve quality and responsiveness of Service Desk
- Performed a benchmarking exercise to look at current service provided - pre-tender process
- Unilaterally determined the ‘Service Criteria Invitation to Tender’ section of the ‘Outsourced tender’
- Input and evaluated the ITPD Service Management phase of the programme
- Evaluated the PQQ documentation, service schedules and service credit regime
- Chaired the Infrastructure outsourcing supplier selection for Service Management panel meetings
- Board level reporting and communication for ICT Operational Service
- Ensured service stability for the Data Centre, Service Desk, Applications Footprint, Network and Desktops
- Managed the 3rd Party vendor contracts for all live applications, ensuring adherence to contractual targets
- Chaired Service Level review meetings to review new supplier performance and SLA’s against target
- Accountable for offshore application support in India, ensured continuity of service by having robust SLAs in place
- Responsible for resource planning by analysing demand on the service and skilling suitably to cope with the peaks and troughs of calls being received
- Accountable for the successful delivery of the live production systems, acting as a service restoration manager if systems fail and to maintain systems stability
- Built strong relationships through proactively engaging with the business stakeholders and fostering an ongoing relationship to understand their service requirements and ensure that I translated their requirements in to a Managed solution
- Successfully planned the design and continuous evolution of all Application Service Level Agreements to ensure measured accountability of delivery teams
- Designed and implemented a new IT change management process to ensure any system changes made to the infrastructure is structured and tested
- Provided analysis and reporting to Executive team on the status of the live Service, made proactive recommendations on how the service could be improved based upon KPI performances