Service Delivery Manager

? Involved in computing for approximately 17 years.
? Experience in several computing environments and languages.
? Confident in working on large systems
? Several years management experience
? Keen, self motivated and a team player.
? Ability to take on new environments and roles quickly and effectively
? Experience of working in IT environment and to working to and establishing quality guidelines.
? Confident in Team Management
? Experience in Project Management and Control
? Certified Software Development Professional
? Prince 2 Practitioner
? Member of British Computer Society, Chartered IT Professional

Based in:

United Kingdom

Work experience

23 years in employment in full time jobs

Previous jobs

2004 -	CSC UK Ltd
Service Delivery Manager ? RMG Enterprise Finance & Ebusiness Business Units Project Management Integral part of the process of initiating projects Understand all projects on the account under jurisdiction Understand the revenue generated Key part of project governance Acting as account approval for project documents Quality Act as focal point through which the customer perceives the quality of service that is delivered Ensuring global processes are implemented on the account Ensuring customer satisfaction with quality of service delivered is maintained Demand and Resource Management Work with account team/ end client to define, create & maintain forecasted/ pipeline business wherever possible New Business Services Developing client relationships and identifying engagement models Supporting solution development and implementation Acting as an objective internal solution reviewer identifying any remedial / corrective actions required GIS lead in client visits to CSC/ CSC visits to client sites Presents to the customer in all client engagements, acting as contact point for Prism Alliance Change Management Insisting on compliance to global standards taking remedial action as necessary. Looking for improvement opportunities and implementation where possible Acting as a focal point for all client issues & addressing them with the change co-ordinator, owner or implementer as appropriate Supporting audits and reviews Problem Management Reassessing problem resolution tactics during escalation Support the Service Providers during the problem resolution process. Managing customer expectations and communications Finance Demand forecasting- volumes/ resources/ capital where appropriate, negotiating with LOS where necessary Financial risk management in collaboration with the LOS tower leads Understand cost/ rev drivers -links to SLA performance including over and under performance and any Service Penalties that may be incurred. Technology Communication of CSC standards within the account Engagement of GIS Architects in developing Account Technology Strategy plans. Provide GIS Architecture with a demand forecast wherever possible Reporting Responsible for delivery of reports to the client Understanding and reviewing the data prior to presentation to client, questioning anything that is unclear Ensuring that the monthly Customer Satisfaction interview deadlines are met and feedback recorded.
2003 - 2004	CSC UK Ltd
Project Manager ? Establish GTS Offshore Capability & Chesterfield EDC Staff Management Providing the Program Manager with resource forecasts. Monitoring and reporting staff utilisation and re-charge to meet targets. Identifying accommodation for oversees staff Creating and agreeing knowledge transfer plans Negotiating with support team managers of the applications affected Project Management Standard Project Management reporting activities. Ensure monitoring of SLA achievement maintained throughout transition Creation and implementation of suitability matrices for applications and staff Planning, monitoring and taking actions as required to ensure project deliverables are achieved. Ensuring that a depth of support is maintained. Take On Management Ensure suitable documentation produced for take on off applications by CSC India staff Agree and implement KT testing strategy Agree contract termination with 3rd party application support organisations Planning Plan the transfer of applications and staff either into the EDC or offshore Maintain the plan for the project Finance Monitor and report to ensure income is at acceptable level and that DCM is being achieved taking remedial action as necessary. Liaison Liase with account teams, customers and application teams with regard to migration activities. Liase / negotiate with internal groups to ensure necessary services / infrastructure is provided. Reporting Standard Project Management reporting. Take action as highlighted in weekly program manager reports. Hold regular meeting with application Team Leaders to ensure staff / work issues were addressed Quality Ensuring that the relevant Quality Plan is in place and procedures adhered to during and after transfer.
2001 - 2003	Post Office Business Systems
Application/ Systems Manager Responsible for 20 Staff including 3 team leaders: Staff Management Providing the Head of Systems with resource forecasts. Ensuring staff are fully occupied and re-charged to meet targets. Ensuring all staff have reviewed objectives Ensuring that a development plan is in place for each staff member. Support Management Agree SLA?s targets with SDMs and clients. Ensure monitoring of SLA achievement and necessary actions to address issues. Negotiate support budgets and changes with account team and client. Ensure that a depth of support is maintained. Take On Management Ensure take on reports are produced and issues highlighted addressed. Agree funding for application support. Ensure handover timescales are agreed, maintained and achieved. Planning Plan the future direction of the team, identifying opportunities to assist the customer, for process improvement and for business opportunity. Monitor the projected workload for the team, amending resources as necessary. Finance Monitor MIS reports to ensure income is at acceptable level and that rechargeability is being achieved taking remedial action as necessary. Liaison Liase with account teams and customers with regard to support and development budgets. Liase / negotiate with internal groups to ensure necessary services / infrastructure is provided. Reporting Take action as highlighted in weekly team leader, monthly reports. Hold regular meeting with Team Leaders to address staff / work issues Quality Ensuring that the relevant Quality Plan is in place and procedures adhered to. Escalation Provide an escalation point for team members into senior management.
1999 - 2001	Post Office Business Systems
PFADS UNIX Team Leader Responsible for 8 staff: Staff Management Providing the Project / Systems Manager with resource requirements. Ensuring that staff meet re-chargeability targets. Ensuring that all staff are aware of work priorities and deliverables Managing leave requests. Ensuring staff have reviewed objectives. Support Management Ensuring that applications have SLA?s in place and measuring attainment. Providing pro-active management of the support service Ensuring that a depth of support is available at all support times. Enhancement Management Planning and managing enhancement work, ensuring that agreed deadlines are met. Monitoring deliverables, ensuring timescales, cost and quality targets are met. Hold Post Implementation Reviews for any problematic or significant enhancements. Obtain Customer feedback on all delivered enhancements. Planning Ensuring all team activities are planned, actuals captured and monitored for potential problems. Ensuring that a copy of any plan is available. Ensuring that time is recorded in sufficient detail to justify any variation to plan. Finance Production of quotations. Raising sub-project codes and job codes as necessary. Raising fixed price charges as necessary. Raising contractor T&S charges as necessary. Liaison Keeping the System/Project Manager informed of any issues. Liasing with clients on application and project activity. Liasing with internal groups regarding the provision of support and development activities. Ensure that the relevant change control tools and processes are utilised. Reporting Provision of timesheets to staff. Providing the Senior Management with a weekly update on any issues Holding weekly support meetings with team members. Provide monthly management reports to the Development Manager. Other Activities Undertaken during this period POISE Phase 1-4 Performance Test Team Leader November 1999 - May 2000 Providing Team Leader duties to the Test Manager and performance test team Initiating Change Control Procedures Initiating Release Control Procedures Producing strategy documents for testing and test data collection Identifying Test Case Scenarios Identifying Test Cases Managing the performance test process Application Outsourcing Manager August 2000 ? November 2001 Negotiating / Agreeing Knowledge Transfer Plans Negotiating / Agreeing Service Definitions Negotiating / Agreeing Service Delivery Plans Production of Work Packages for ongoing application support and enhancements Identification and Documentation of Estimation/Quotation/Work Package Process Ongoing monitoring and management of 3rd Party Support POISE International (North) Development Team Leader January 2001 ? Oct 2001 Providing Team Leader duties to the Project Manager and Development team Agreeing Terms of Reference, Scope and deliverables for project Identifying requirements and resources required to meet project needs Managing issues as they arise and escalating as appropriate
1997 - 1999	Post Office Business Systems
Senior Analyst Programmer Working on several Parcel Force systems including: LABELS - Ingres ABF , UNIX & C - Labels ordering ,stock control and allocation. MOCTAT - Ingres, ABF & C - Mail Order Returns Track and Trace. UPIC - Visual C & UNIX- Unique parcel identification for MOCTAT.. CDI - Amtrix, UNIX & C - Customer Data Interface , routing data to / from customers , to / from other systems. This work involves supporting , developing and supporting the applications including out of hours support where agreed. Adhering to the PFADS standards as documented in the maintenance plan. Production of estimates for area of responsibility as required. Communicate with customers effectively and measure customer satisfaction. Production of monthly Trend Analysis for areas of responsibility. Dealing with customer incidents / problems notified via the PICT system. Co-ordinating Y2K compliance upgrades of Unix Applications to successful completion.

Certifications / Courses

ITIL Service Delivery Management Foundation (length 1 week) ()

Prince 2 Practitioner (length: 1 week ) ()

Certified Software Development Professional (length: 5 courses each 5 days ) ()

Skills

Skill	Experience	Level	Last used
Service Management (ITIL)	5 years professional	4 of 5	2006
Management	5 years professional	4 of 5	2006
COBOL	5 years professional	4 of 5	2006
Change Management	5 years professional	4 of 5	2006
Application Integration/EAI	5 years professional	4 of 5	2006
Application Deployment	5 years professional	4 of 5	2006
UNIX-scripts	2 years professional	3 of 5	2006
UNIX (HP, SUN, AIX, SCO etc.)	2 years professional	3 of 5	2006
Quality Assurance / Testing	2 years professional	3 of 5	2006
Project Management	2 years professional	3 of 5	2006
HPUX	2 years professional	3 of 5	2006
EDI	2 years professional	3 of 5	2006
Prince2	1 years professional	2 of 5	2006
Configuration Management	1 years professional	2 of 5	2006

1 = Lowest level, 5 = Highest level

Language Skills

Language	Oral	Written
English	5 of 5	5 of 5

Job Type wishes

(chosen marked with Checkmark )

Full time

Job Category wishes

(chosen marked with Checkmark )

Other IT jobs
- Image Processing / Graphics
- Webmaster / Web Editor
- 3D / Animation
- DTP
- CAD / CAM
- Purchasing / Logistics
- Recruitment
- Documentation / Technical writer
Project Management
- Business Intelligence / Data Warehouse
- ERP in General
- Microsoft Dynamics AX / NAV (Axapta, Financials, etc.)
- Other Project Management Positions
- SAP
- Software- & Web development
- Test / QA

Job Location wishes

(chosen marked with Checkmark )

Europe
- United Kingdom
  - Midlands
    - Derbyshire
    - Nottinghamshire
  - North East
    - Yorkshire & Humberside