London, England, United Kingdom
An experienced ITIL V3 Expert qualified IT Manager specialising in Service Operations (Service Desk, IT Operations Management, Request Fulfilment, Event, Access, Application and Problem Management) and Change Management, with a passion for Customer Service across culturally diverse markets. Clearly focused on Service Delivery to the business and customers, team management (both internal and outsourced staff) and relationship building (business partners, customers, third-parties) in complex multi-vendor environments.
Support strategic planning and Portfolio management across Manufacturing & Production and Supply Chain. Drive roadmap and investment planning, consolidate demand and value targets, and ensure cross-functional coordination. Act as a key advisor to Product Owners and Tech leaders, translating strategy into actionable execution within agile frameworks.
Led the establishment of the Global Service Management function within a newly introduced agile environment. Focused on implementing key ITIL processes, developing service reporting, and introducing governance frameworks to improve service efficiency and transparency.
Secondment. Led transformation efforts within IT Operations (GES) as part of the Tech shift from a traditional tower-based structure to a product- and agile-driven model. Acted as a key interface between operational teams and strategic transformation programs.
Responsible for the Support of an e-commerce platform (Hybris hosted on AWS for every website worldwide - spanning web, mobile, desktop). Focusing on management of stakeholders with an overall accountability for the quality of operational services delivered, software development & delivery in an Agile environment, and leadership of tech teams. Primary point of contact for Operational issues/requests and escalation for all related support activities, including releases.
Responsible for the delivery of IT infrastructure Services (Service Desk to Operations) for EMEA
Managed Service Delivery for IT Operations (Service Desk, infrastructure –Data Centres & Network- and business critical applications) across EMEA (10 000+ users).
Managed the transition of in-house support services (Application Maintenance, Laboratory Specialist Computing and R&D IT Infrastructure Management) to a third party; with an emphasis on the improvement of quality of services and the introduction of pharmaceutical industry – like compliance. • Led the IT Transition from Request For Proposal through vendor selection and completion of Service Agreement/Schedules, working closely with the Procurement, Commercial and Legal teams. • Established a Transition Plan in collaboration with customer and third party. • Successfully completed all milestones and transitioned all services on time and on budget. • Introduced a new team of 13 onshore/offshore technicians and assisted with the recruitment of a permanent Service Delivery Manager. Feb 12 – Feb 14: Productive career break restoring a property.