IT Service Manager With 9 Years Experience

Responsible for the efficient delivery of services relevant to a specific DWP Business Group.  Includes liaison with Projects delivering new systems into live, ensuring that robust ITIL processes are in place.  Liaison with Senior DWP representatives understanding their requirements in accordance with existing SLAs and beyond.  Liaison with support teams and 3rd party providers delivering over 60 services to the DWP Corporate & Shared Service Business Group.  Directly responsible for the work of 4 staff.

Responsible for Service Management related to the Infrastructure provided by EDS to the Department for Work and Pensions (DWP).  Providing representation to DWP contacts on all Operational matters.  Leading a team of Service Managers and Regional Service Delivery Managers.  Acting as guardian of the live service by ensuring minimal disruption and the prompt resolution of major incidents by working with DWP representatives, EDS colleagues and other service providers to DWP.  Responsible for infrastructure issues for services provided to 130,000 users.  Responsible for 9 staff.

Responsible for Voice Services, Move, Add & Change to all existing infrastructure, Asset Management, Procurement, Incident Management, Problem Management, 3rd Party Supplier Management and Service Level Reporting within the EDS DWP Jobcentreplus Account.  Responsible for the management of 38 staff. Responsible an Annual Budget of £22 million on Telephony and Data Network services.

Responsible for the telephony services provided by EDS to the Employment Service - now DWP Jobcentre Plus - and all changes to existing IT infrastructure (approximately 9,000 change requests per year).

Management of 23 staff and responsibility for an annual budget of over £15 million.  Telephony infrastructure of 49,000 centrex lines, 4,000 PSTN lines, 17 major contact centres with Avaya and centrex ACD and 5,000 mobile telephones.  IT infrastructure of 40,000 PCs operating on a UK wide WAN.  Involvement with Telephony contracting with both customer and 3rd party suppliers.  Responsible an Annual Budget of £22 million on Telephony and Data Network services.

Responsible for management of several large scale IT and Telephony infrastructure projects within the Employment Service.  Management of up to 30 staff and project budgets up to £3 million.

Following a successful implemantion of new telephony infrastructure I became responbsible for the managment of the new telephony service.

Responsible the investigation of fraudulent claims to Unemployment Benefit, including the prosecution of fraudulent claimants and employers.