Service manager

I am a senior IT manager with 10 years experience within the IT outsourcing business.
I have a proven track record covering all aspects of the industry ranging from staff and operational management to financial and service management at a UK and EMEA (Europe, Middle East and Asia) level. This has given me the ability to manage large multi-skilled teams and provide an end to end service for large scale and complex companies
I have experience in running a large EMEA based team and I am able to motivate and lead a team to success.
I am able to make difficult decisions when the business requirements dictate and I am able to demonstrate the achievements that have arisen from this ability
I am well motivated and work well under pressure/tight timescales

Based in:

United Kingdom

Work experience

13 years in employment in full time jobs

Previous jobs

2003 - 2005	Computer Sciences Corporation
I am currently a product line lead for two major global accounts The managed desktop product line covers the end to end functions of the desktop tower. This includes helpdesk, remote resolution, field services, collaborative, engineering etc: As a product lead I am responsible for the overall performance of the account and its distinct functional bodies and thus interface directly with the relevant account directors both internally and customer based. Some of my specific responsibilities are: ? Budget creation and subsequent management against. This includes direct cost margin performance ? Service achievement and improvement for all of the desktop service providers ? Deployment of new initiatives to assist with service and direct cost margin ? Interface with and management of hardware vendors ? Off-Shoring of suitable areas/roles ? Management of 3rd party vendors ? Development and creation of new processes to cater for new work or improvement of existing work packages ? Assistance with bids for new work either within an existing account or to win a new account ? Negotiation and creation of new SLA?s ? Regular reviews with both the internal directors and the customer Other initiatives rolled out during this time include ? Self Help/Self Heal ? Password Synchronization ? Creation of a global helpdesk and relocation to a new off-shored location ? Workflow Management
2002 - 2003	Computer Sciences Corporation
As part of my role as product line lead I took the lead and successfully completed a number of major initiatives for the majority of our UK accounts 1. The introduction of an Install to desk process on-sourcing the supply activities out to a 3rd party 2. The deployment of a new Client Order Fulfillment process to the BAE account 3. The outsourcing of our Field Services function to a 3rd party
2000 - 2002	Computer Sciences Corporation
In this role I was the Delivery Assurance manager for CSC?s internal services group throughout EMEA. Within this I setup the Field Services operational functions throughout Europe and was responsible for both Service and budget. Within 1 year we had managed to bring the Field Services organization up to the desired standard. In the second year of this role we showed a full year saving of �400K against budget
1998 - 2000	Computer Sciences Corporation
In this role I was in charge of all the field support staff in the North West region. This covered multiple accounts and I looked after a team in the region of 60 staff. I was responsible for the day to day management of the team and the achievement of all the account SLA?s that we operated against. I also had to ensure that all work was achieved while operating within the budgeted FTE figures apportioned per account

Skills

Skill	Experience	Level	Last used
Organisational Change/Restructure	5 years professional	4 of 5	2006
Management	5 years professional	4 of 5	2006
Finance Experience	5 years professional	4 of 5	2006
Business Manager	5 years professional	4 of 5	2006
Service Management (ITIL)	2 years professional	3 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

Contract/Project/Freelance

Job Category wishes

(chosen marked with Checkmark )

Senior Management
- CEO
- CTO
- Other Top Management

Job Location wishes

(chosen marked with Checkmark )

Europe
- United Kingdom
  - North West
    - Cheshire
    - Lancashire