United Kingdom
With an established track record in IT Service Management, my recent role at National Grid has centered on enhancing infrastructure vulnerability management. This position leverages my extensive ITIL experience and proficiency in vendor relations to ensure robust service delivery. Our team has excelled in triaging threats and prioritizing vulnerability remediation, contributing to a secure and resilient IT environment. My focus on fostering collaborative relationships and driving Service Management disciplines and improvements underscores my commitment to operational excellence and strategic IT advancements.
• Provide Service Delivery approach managing the remediation of IT vulnerabilities whilst working alongside support partners, operational teams and IT support teams. • Triage and prioritise inflow of vulnerabilities threat (Tenable, Vulcan) intel from IT Security team for remediation planning utilising multiple data sources and vulnerability ratings through multiple data points including CVE, CVSS ratings. • Provide a governance layer for Patch compliance. • Develop, execute and track vulnerability remediation activities alongside multiple infrastructure support teams, IT support partners and external service providers. • Support major incident vulnerabilities across the global estate as required. • Support monthly patch management cycles. • Generate intelligent regular vulnerability management reporting for IT senior management. • Facilitate regular review meetings with IT Security, IT Business Partners and Service Owners within IT Operations. • Provide clear updates to senior IT executives with the status of ongoing high priority Vulnerability incidents. • Prioritise externally supplied vulnerability threat intel through the correct channels. • Proactively develop and drive the National Grid Vulnerability Management road map to reduce any backlog of vulnerabilities. • Maintain awareness of trends in security standards, National Grid regulatory directives and technology industry progression. • Develop and maintain a good business operational awareness aligned with key activities. • Leveraging creativity and influence to enhance the Vulnerability Management function within IT Operations and National Grid. • Design & Roll out of Risk Management process for National Grid Infrastructure Vulnerability Management. • Design & Roll out of Risk Management process for National Grid IVM. • 78% Reduction in Critical Vulnerabilities across National Grids Critical National Infrastructure.
• Global IT Vendor and Release management lead. • Senior escalation point for Major Incidents to ensure service restoration, minimising business impact. • Champion Pro Active Problem Management process. • Drive and harvest IT Service improvements from both internal teams and external suppliers. • Create a collaborative working environment which empowers all stakeholders to innovate and improve services. • Drive a strong and robust IT change management culture in line with ITIL Framework. • Manage IT CSI projects to ensure the services remain robust and fit for purpose. • Oversee and manage end to end system implementations. • Devise and drive new IT process to create further efficiencies. • Overall management of system controls ensuring reporting and documentation are maintained. • Working with stakeholders to drive operational effectiveness of system implementations and IT change controls. • Manage remediation for all system related audit findings. Key Achievements: • Delivery of new system implementation process. • Delivery of new IT Change Management process. • Execution of multiple releases to meet audit and regulatory requirements and deadlines.
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• Senior IT Service Delivery Manager and process owner for all technologies across the organisation in line with Incident, Problem, Change Management and Asset Management. • Manage multiple suppliers to ensure delivery of agreed contractual service and obligations. • Develop SLA’s and OLA’s with the business stakeholders and suppliers. • Conduct regular supplier service and performance reviews. • Management service reporting. • Survey stakeholders and customers to gauge quality of services provided by IT. • Senior point of escalation for all IT and telephony related issues. • Major incident manager for high priority Incidents. • Safeguarding of production and LIVE environments by rolling out ‘Acceptance into service framework’ for all projects, new LGHF mortgage platform and AZURE migrations. • Service design and transition for all new services onboarded into IT operations. • Design and roll out self-service in line with the current service desk solution (SNOW). • Design and roll out role-based access matrix and process. • Contact point for IT risk, and audit related queries. Key Achievements: • Roll out of enhanced IT Change control framework resulting in 57% reduction in post release issues and outages. • Design and implementation of online automated JML process (including role-based access matrix) reducing manual effort by 70%. • Successful project delivery of Microsoft Teams across the business. • Roll out of cross charging process for all IT hardware purchasing and IT Asset Management register. • Design and roll out “Role-based access matrix”. • Successfully passed BSI IT Security audit contributing to being accredited with ISO27001.
• Senior point of escalation for P 1/2 Incidents relating to the global email services across the bank. • Enhanced controls and processes (CAB) to reduce number service desk calls and number of change-related incidents affecting the production environment. • Application owner for email (Microsoft Outlook), safeguarding the environment and ensuring all enhancements to the platform are driven through the correct channels, compliant, documented and fit for purpose. • Devised new processes in conjunction with e-discovery team ensuring time sensitive and fraud related requests are fulfilled. • Managed Off Shore Vendor Teams (ATOS & HCL). • Product Manager for Email encompassing, TCO (Apptio), product demand, technology supplier reviews. • Provided input and guidance for the Office 365 Rollout & Migration of users to online cloud environment. • Delivered 2.3m euro cost saving for the bank through various CSI initiatives and projects. Key Achievements: • Delivery of 2.3 million euro cost save projects for the bank in 2017.
• Global Change Manager for RISK covering 100+ business critical applications. • Service Delivery Manager for the Credit Risk application portfolio, spanning over 10,000 global users. • Service Design and Transition of new services and applications into production ensuring support model is deployed in line with target operating model, ITIL framework and continuously fit for purpose. • Refining existing change process and ensuring all pre-requisites are delivered before providing approval and sign offs. • Coaching off shore vendor support teams and ensuring service levels are met with an ongoing objective to improve resolution rates (MTTR). • Managed and maintained good working sustainable relationships with all key stakeholders. • Governance and point of contact between business book of work owners, technical design and support teams. • Established a strong working relationship with Project and development teams to further influence prioritisation of enhancements and fixes in line with business requirements and priorities within an AGILE environment. • Providing support as a senior escalation point for users/clients and other relevant stakeholders. • Strong Incident Management skills for high priority issues ensuring service restoration is achieved in the most efficient manner. • Managed Continual Service Improvement and other production related projects. • Audit remediation (internal & external) to maintain compliance. • Chair regular interlocks with key user groups (clients/users) and senior technology function stakeholders. • Devised and managed the Global communication strategy for all major changes, business critical outages, Disaster Recovery, Scheduled/emergency downtime activities. • Driving the correct behaviour ensuring the highest standard of service is provided in line with the Banks strategic objectives, values and beliefs. • Identify; manage risks and issues related to production services.
• Deployment and rollout of online service desk in line with ITIL incident management framework covering 73+ local authorities. • Managed contract negotiations/renewals, billing, and invoice management. • Team lead for support analysts in an effective manner to ensure SR’s and Incidents are resolved in accordance to actual urgency and priority. • Introduced Agile SCRUM, KANBAN methodology for new and existing project developments which included bespoke websites, tools and CMS systems. • Simultaneous management of multiple projects (typically 5-6) through their entire lifecycle including scoping, prioritisation, managing sprints, allocating resource, testing products before builds and releases. • Provided training to internal team members and clients. • Ensured the security of all sensitive data. • Chaired regular management service review meetings. • Provided comprehensive analysis and service review reports which documented areas such as capacity, workload, and trends as evidence and reasoning for the continual service improvement.