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Service Delivery Manager

 

As you will see from my CV, I am currently working for BT Syntegra as a Project Co-ordinator. In my present position I am responsible for managing a number of IT Project ranging from software releases, office moves, to implementing new servers.
I have worked closely with the Senior Management and have been able to identify problems before they affected production deadlines.
Over the last 6 year I have also assisted in maintaining BS5750/ISO 9000 accreditation for KPMG & Syntegra. This meant rewriting many of the company's procedures, and in some cases creating new procedures.
With my proven ability to manage and maintain the highest QA standards whilst also minimising costs, I feel that I would be able to make a significant contribution to your company'.

n\a

Based in:

United Kingdom

Work experience

16 years in employment in full time jobs

Previous jobs

2002 - 2004   SYNTEGRA
This analyst role is integrated within Service Control and supports the customer facing Service Management Team. Acting as an interface to the remainder of the delivery organisation, my role was primarily to support the quality delivery of IT development projects for Syntegra?s government Partnership Customer, Essex County Council. This was a client-facing role that included full-life cycle development and reporting. Tools and Methodologies used included Microsoft Project, Prince 2, ITIL, Microsoft Office and Visio, Tasks included:
  • Data analysis and Software analysis
  • Customer relationship management including VIP Members
  • Supplier relationship management
  • Contractual understanding
  • Escalation management
  • Financial process management
  • Bid management
  • Change control, problem management + transition
  • Building and managing Service Level Agreements
  • Building and managing Operational Level Agreements
  • Service Project Co-ordination and Control
    Analysis of client requirements
    		•
    1998 - 2002   kpmg
    IT Service Delivery Manager (SDM) KPMG:
    Role: As an SDM my role provides a total IT service delivery mechanism to the business. The SDM role is to ensure that all business areas receive a service, which allows them to make the best use of Information Technology. My current role was to be responsible for the continued provision of IT services to the business. I also worked in the deployment of Windows 2000 from current Novell systems. & project managed a number of project ranging from relocation of departments, software & data migrations, implementation of new technology & servers & the merger of a company to KPMG.

    Responsibilities: Provided continued provision of IT services, and restoration of service to the business. To maintain awareness of, and address service issues that affect the clients. To maintain OLA, SLA?s, Quality management documentation for each service area & communication with the business. To investigate service failures within service areas i.e. NT \Messaging or Lotus notes team, and proactively seek ways to improve service, communication & customer satisfaction. To raise projects for the business and ensure that the IT department are aware of new applications that need to be supported. To also deal with third party suppliers on behalf of the business & IT departments. To ensure that all third party contracts meets the requirements of the business, IT department, &
    Commercial team.

    Directory Services: Managed a team of approx. 5 staff and overall management of Network Directory Services and the Backup team whist the manger is away. The decommissioning of various NetWare 3.12 servers, transferring of client and system data, analysis of current user Trustee Rights and analysis of current User Groups. Liaison with department representatives regards to the implementation of new projects, design of the directory structure and then the implementation of the directory structure, groups, and rights on NetWare 4.11 & 5 servers using a series of batch processes. Ensuring that all call are dealt with within 3 days SLA?s and maintaining all UK Novell/NT & Exchange account which consists of approx. 12500 users.

    Configuration Management Product Release Management Team. Task involves distribution of Software nationally to both NetWare & NT servers. Ownership of the Product Release Management Process. Ensuring that documentation is clear and that all criteria for release has been met within the test environment prior to release into live environment. Liasing with other individuals (Project Managers) and departments nationally to ensure a smooth and accurate release process for software, hardware and network releases. Owning the entire process of production and distribution of trusted KPMG software via CD nationally. Also managing & updating Web pages on KPMG?s national Intranet. I managed approx. 56 servers across the UK, and ensured that prior to an update on any server that the relevant documentation is provided.

    Certifications / Courses

    Active Directory (3 days) ()
    Health & Safety (5 days). ()
    Windows 2000 (3 days ()
    ITIL Foundation (2 days) ()
    Prince 2 (5 days) ()

    Skills

    Skill Experience Arrow down Level Last used
    Works (Microsoft)  5 years professional  4 of 5 2006
    WordPerfect  5 years professional  4 of 5 2006
    Wireless Technology  5 years professional  4 of 5 2006
    Windows NT (Microsoft)  5 years professional  4 of 5 2006
    Windows 95/98/ME/XP (Microsoft)  5 years professional  4 of 5 2006
    Release Management  5 years professional  4 of 5 2006
    QuarkXpress  5 years professional  4 of 5 2006
    Quality Assurance / Testing  5 years professional  4 of 5 2006
    Publisher (Microsoft)  5 years professional  4 of 5 2006
    Project Management  5 years professional  4 of 5 2006
    Project (Microsoft)  5 years professional  4 of 5 2006
    Presentations  5 years professional  4 of 5 2006
    Powerpoint (Microsoft)  5 years professional  4 of 5 2006
    PC repair/maintenance (HW)  5 years professional  4 of 5 2006
    Pagemaker (Adobe)  5 years professional  4 of 5 2006
    Outlook (Microsoft)  5 years professional  4 of 5 2006
    OS/2  5 years professional  4 of 5 2006
    Office (Microsoft)  5 years professional  4 of 5 2006
    NT4  5 years professional  4 of 5 2006
    Novell NetWare  5 years professional  4 of 5 2006
    Management  5 years professional  4 of 5 2006
    LAN / Ethernet  5 years professional  4 of 5 2006
    Internet Design  5 years professional  4 of 5 2006
    Installation & configuration (HW/SW)  5 years professional  4 of 5 2006
    Helpdesk  5 years professional  4 of 5 2006
    Graphic Design  5 years professional  4 of 5 2006
    Exchange Server (Microsoft)  5 years professional  4 of 5 2006
    Documentation  5 years professional  4 of 5 2006
    Application Deployment  5 years professional  4 of 5 2006
    Windows 2000 / XP Pro (Microsoft)  2 years professional  3 of 5 2006
    WAN  2 years professional  3 of 5 2006
    Voice over IP / IP telephony  2 years professional  3 of 5 2006
    Visio  2 years professional  3 of 5 2006
    Training (IT)  2 years professional  3 of 5 2006
    TCP/IP  2 years professional  3 of 5 2006
    Software Quality Assurance  2 years professional  3 of 5 2006
    SMS (Microsoft)  2 years professional  3 of 5 2006
    Service Management (ITIL)  2 years professional  3 of 5 2006
    Prince2  2 years professional  3 of 5 2006
    Photoshop (Adobe)  2 years professional  3 of 5 2006
    PeopleSoft  2 years professional  3 of 5 2006
    Fireworks (Macromedia)  2 years professional  3 of 5 2006
    Facilities Management  2 years professional  3 of 5 2006
    Dreamweaver  2 years professional  3 of 5 2006
    CorelDraw  2 years professional  3 of 5 2006
    Change Management  2 years professional  3 of 5 2006
    Business Change Management  2 years professional  3 of 5 2006
    Antivirus (strategy)  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
    French  2 of 5 2 of 5

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