Associates

 

Senior IT Manager / Service Manager

 

Profile

 

A senior IT leader with over 20 years blue chip experience providing high availability IT services to corporate and retail customers.

 

Particular expertise in leading and motivating people, cost management and service improvement. Extensive international experience.

 

Expertise

 

  • IT Leadership
  • Experienced in presenting and reporting to Board level
  • Financial Management – Able to drive out cost with a track record of successful delivery, and manage large budgets (£62m)
  • IT Service Management - Creating Service Improvement Plans, Problem, Incident and Change Management initiatives
  • Change Management –. Proven delivery skills in cultural and organisational change
  • Performance Improvement – Track record of delivering improved team capability and improved service performance.
  • Risk Management – Experienced in managing risk and compliance including internal audit, Sarbanes Oxley compliance and risk governance.

 

Achievements

 

  • 12+ years in senior leadership positions with a track record of leading and inspiring large teams, circa 300 staff
  • Track record of programme and project delivery at Accountable Executive level including outsource and in-source of services
  • Qualified in ITIL holding a Manager’s certificate at distinction level.  

2007

Major UK Financial Services Company, Head of Service Support

Responsible for implementing support disciplines throughout the Production Hosting organisation. Leading the Change Management, Problem Management, Major Incident Management and Service Desk functions. Assignment highlights:-

 

·          Successfully delivered improved stability of service reducing severity 1 incidents by 50% reducing failure costs by over £700,000 per year

·          Implemented strict change controls enabling a greater throughput of change at reduced risk

2006

Leading US Bank, Programme Lead

Responsible for supporting the delivery of a £4.3m UK Risk Programme comprising 31 projects delivering enhanced controls, improved protection for the production environment leading to an improved risk profile.

 

Successfully delivered enhanced controls based upon COBIT, eliminated audit findings, enhanced anti-virus protection and secured the data centre environments.

2005 - 2006

Leading UK Bank, Head of Infrastructure Support

Responsible for leading 300 staff delivering technical support for MQ, Storage, Automation and Systems Management, Asset Management, Web Services, Software Licence Management and Data Warehousing. Teams located throughout UK. Budget responsibility for £62m. Assignment highlights:-

 

·          Accountable Executive for the Software Licence Review Programme responsible for reducing the cost of software deployment across the Group and ensuring compliance is enforced and maintained

·          Using ITIL Service Management disciplines, successfully delivered a 75% reduction in high severity incidents resulting in improved stability and a 60% reduction in incidents overall

·          Established a Risk Governance framework leading to embedded IT controls, improved compliance and improved internal audit results

·          Successfully led a programme of cultural change, leading to improved staff engagement and an increase of 20% on staff satisfaction scores

2005

Leading UK Bank, Head of IT (Overseas Division)

Interim role to rejuvenate an overseas IT division, creating a delivery focused function capable of meeting the demands of the business. Assignment highlights:-

 

·          Successfully bringing development of core systems on track, reducing cost of IT by £2.8m, introducing Risk Governance with a particular focus of driving value from key IT suppliers

·          Successfully in-sourced e-mail support services delivering improved stability and saving £500k over 3 years

·          Successfully delivered improved service, improved stakeholder perception and significantly improved staff morale

2004

Leading UK Bank, Head of Mainframe Services

Responsible for managing 300 staff delivering support to the Mainframe, Tandem, AS400 and VMS platforms supporting the mission critical payments and retail banking systems. Budget responsibility circa £60m.

 

Accountable Executive for a Cost Challenge initiative, successfully managing Project Fitness to deliver £35m of savings through rationalisation of software and hardware assets, process efficiency and headcount reduction.

 

Process owner for the company delivering efficient, effective and agile processes based on ITIL framework.

2000 – 2003

Leading UK Bank, Head of IT Service Management (Overseas Division)

Responsible for managing 340 staff in teams across 10 countries, delivering service, cost and operational risk for IT services for over 70 IT systems across Africa, the Mediterranean, Caribbean and Indian Ocean.

 

Responsibilities included negotiating, setting and developing teams towards achieving stretching service standards. Balancing service demands against available resources across the function in the UK and African countries.

1997 - 1999

Leading UK Bank, IT Manager (Overseas Division)

Interim role responsible for the UK Support and Service teams (30 staff) providing the business with a managed and resilient infrastructure capable of delivering service quality cost effectively and at an acceptable risk.

 

Further assignment to address a position of poor service delivery, recurring problems and inadequate staff training with the responsibility of positioning organisation to be able to successfully deliver data processing services to ten African businesses. Staff responsibilities for 65+ staff. Created the model for all Regional Processing Centres for organisation outside of the UK resulting in a common robust structure and approach.

1991 - 1996

Leading UK Bank, Quality Manager

Responsible for advising on Quality Policy and Strategy, for delivering the framework, tools and techniques and training to staff, and for championing Quality Management throughout the organisation. This included a TQM methodology, ISO9000 compliance and EFQM assessment process.

 

 

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