Tadley, England, United Kingdom
A self-motivated, ITIL certified IT Service Owner working within the Defence sector focusing on secure networks, gateways, and cyber security. Responsible for leading all aspects of service delivery internally, as well as customer facing; delivering to budget, and ensuring contractual obligations are met, whilst meeting the customer’s objectives and developing relationships. Willing to challenge the status quo and drive improvements. Selected for the Fujitsu “Step Up” programme; the cohort consisting of 31 high potential individuals across Europe focusing on career development. Currently hold a full UK driving license and willing to travel. Completed ITIL 4 Foundation Certificate. Selected for the Fujitsu “Step Up” programme; the cohort consisting of 31 high potential individuals across Europe focusing on career development. Experience in P&L management, escalation management, change management, risk management, resource management, commercial awareness, stakeholder management, technical awareness, service assurance/design (incl. transition), problem/incident management.
Responsible for the Service Delivery of four service towers providing managed network and cyber services to a public sector client. • • Main point of escalation for customers, as well as internal stakeholders leading on critical issue resolution as needed. • P&L management including forecasting for all service towers, multi-million per annum. • Supporting the customer with their strategy and identifying opportunities for account growth working with the new business team to execute. • Review of contract change proposals, ensuring that the proposed solution can be delivered and maintained without additional cost or risk to the business. Key contributor of the account Deliverability Risk Workshop (DRW). • Proactive risk management ensuring the business, as well as the customer are aware of risks and their impact. • Service design and transition activities, including service readiness and acceptance into service. • Management of service levels, including continual service improvement identifying and resolving process gaps driving service excellence. • Demonstrating compliance of contractual obligations, including resolution of non-compliances. • Lead multiple network support teams, providing direction and guidance as needed. Line management of one Service Delivery Manager. • Knowledge of Cisco Firepower (IPS/IDS), Cisco AnyConnect, Juniper firewalls, Forcepoint web and email guards, Endace, Gigamon and Bluecat technologies.
• Service catalogue manager responsible for the account service catalogue and request fulfilment. • Actively worked with a range of different customers, as well as key stakeholders across the account to ensure operational requirements and contractual obligations were met. Implemented a number of processes, as well as knowledge documentation enabling consistent delivery and increased customer satisfaction. • Implementation and ongoing management of the Catalogue P&L. • Management of multiple sub-contractors ensuring service is delivered to a quality standard. • Management of the request fulfilment team ensuring all SLA’s were met and resolving any issues impacting delivery. • Production of detailed impact assessments for price on application change requests.
• Providing business support to the capability management team. • Successfully completed the apprenticeship scheme with a Level 3 Diploma in Business Administration. • Providing accurate weekly and monthly business unit reporting into the Operations Director. • Data analysis to drive down resource availability, ensuring financial recoveries were optimized. • Resourcing and recruitment support for 5 capability leads driving down the number of open vacancies, including stakeholder management with external recruitment agencies.