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Work Background
BoeingHead Of Service Management
Apr. 2020Bristol, England, United KingdomLeading a dynamic team of 70 service management professionals while overseeing our ServiceNow and Jira Atlassian platforms. I develop digital solutions and automation strategies that align with our organisational goals and customer needs. My role involves tracking SLAs and KPIs across all service delivery operations, managing compliance, and coordinating service activities across multiple departments to ensure seamless delivery.
Noteworthy Achievements: • Elevated our service quality by implementing ITIL v4, ISO 20000-1, Lean, and Agile methodologies, setting new operational benchmarks.
• Built and mentored a high-performing team of 25 direct reports, significantly improving customer experience and communication effectiveness.
• Led a transformative ServiceNow implementation that revolutionised our service management approach, enhancing agility and customer focus.
SCCService Delivery Manager
Nov. 2018 - Mar. 2020Bristol, United KingdomI managed service delivery operations for external clients while ensuring consistent service standards through KPI tracking and SLA adherence. I fostered open communication channels with key stakeholders to understand their needs, address concerns, and implement effective solutions. My responsibilities included preparing performance reports, distributing governance documentation, and collaborating with finance and contract teams to manage service costs and budget compliance.
Noteworthy Achievements: • Boosted customer satisfaction metrics through implementing continual service improvement processes and effective escalation management strategies.
• Cultivated a strong relationship with a new client that resulted in expanded managed services, including service desk support and a ServiceNow development contract.
Dŵr Cymru Welsh WaterService Delivery Lead
Apr. 2013 - Nov. 2018Cardiff, Wales, United KingdomI oversaw service delivery activities across internal teams and external vendors according to established SLAs and quality standards. I built and maintained strong relationships with business stakeholders through regular engagement to understand their IT requirements and ensure our services aligned perfectly with business objectives.
Noteworthy Achievements: • Enhanced service reliability by optimising incident and problem management processes while driving continuous improvement initiatives.
• Led the successful implementation and enhancement of ServiceNow across all service providers, creating a more streamlined IT service management experience.
• Instituted a fully operational service management function from scratch, including insourcing service oversight, developing a dedicated team, and establishing robust processes and tools.
SercoService Delivery Manager
May. 2011 - Apr. 2013Gloucester, England, United KingdomI supervised the operational delivery of multiple IT services including service desk, desktop support, infrastructure maintenance, application management, and network services. I focused on nurturing client relationships through regular engagement, service reviews, and proactive communication. A key part of my role involved analysing service performance trends and incident patterns to implement targeted improvements and reduce recurring issues.
Noteworthy Achievement: • Directed the transition of services to a shared service centre while maintaining seamless operations and full compliance with service agreements.
SercoService Control Manager
Dec. 2010 - May. 2011The Service Control Manager for TBG Service Delivery is responsible for the day to day process management for all IT and related technology services provided to TBG customers. The Service Control Manager has line responsibility for staff over multiple sites as well as matrix capability from elsewhere in Serco and external partners. The Service Control Manager will have P&L responsibility in a utilisation/cost recovery model and is targeted on managing resources against demand. Key Responsibilities:
People leadership and management - direct and matrix P&L management Services maintained to contractual service level requirements Adherence to accreditations/certifications as required including but not limited to ISO20000 and ISO 27001 Achieving continual improvement in customer satisfaction ratings Management and governance of TBG Service Delivery Processes, including: - Incident Management - Problem Management - Change & Release Management - Service Level Management - Configuration Management - IT Service Continuity - Availability Management - Capacity Management - Service Request Management - Asset Management - Service Reporting Driving innovation in Service Management processes to improve quality of service and cost efficiency Provide Out of Hours Management escalation for severe business impacting issues
SercoService Delivery Manager
Oct. 2007 - Dec. 2010Accountable for driving and delivering end to end contracted service levels to a client or group of clients. Identify service improvement opportunities through liaison with the customer, service improvement manager and problem manager. Reporting against service improvement opportunities. Ownership of the contracted service cost base. Virtual leadership of delivery teams ensuring that performance is driven on a daily basis so that services are delivered to meet SLA and OLA targets, are on time, safe, high quality, financially viable and operationally functional. Management of external and internal suppliers with regard to support of the contract. Attendance and representation of service(s) at Service Review meetings. Develop key relationships with Portfolio and Contract Managers for the services.
Work within the defined governance and reporting frameworks for the SDM role.
Work closely with the Problem Manager to help identify and prioritise problems for the client or group of clients within a particular market vertical. Focus on continually identifying ways to reduce incident volumes.
Ownership at Service Level Review Meetings to represent Service Delivery performance. Ownership of the Service Delivery Report and the delivery of any associated actions
Acting an escalation point for service delivery and operations teams delivering elements of the service(s)
Continued programme of account/services knowledge share within the support organisation Impact assessment of any contractual changes and creation of a management report for review / governance.
Escalation point for Major Incidents
Timely risk identification and management.
Ownership of the service risks and issue log for the client or group of clients.
Form part of the out of hours Duty Management Role dealing with all Major Incidents and Severity One
Lead on the transition and handover to service for changes and additions to the contracted service baseline
AirbusService Assurance Manager
Jan. 2005 - Jan. 2007
Computer Sciences CorporationService Delivery manager
Feb. 2000 - Sep. 2005A major IT Outsourcing contractor to both public and private sector companies, employing 90,000 staff world wide and an annual turnover of $22.3 Billion per annum. Key Responsibilities: • Enforce and control ITIL and BS15000 service model standards
• Managed Change Control processes
• Problem and Incident Management escalation
• Configuration Management
• Develop and maintain relations with key customers Airbus UK, BAE Systems and GE Capital
• Maintain a broad knowledge of technologies in use by each business
• Enforce Service Level Agreements and provide monthly key performance indicator reports at client reviews
• Sign off projects whilst ensuring solution delivery is achieved with profit in mind
• Provide Continuous Service Improvement and implement best practises
• Manage complex support arrangements that span multiple countries and continents.
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