2024 - 2025
Business Transformation of a highly technical organisation. Bringing industry best practices into the real world.
2018 - 2024
Implementing all the knowledge and service management experience, this time at a large scale. Thinking big, acting small. Continuously striving for improvement.
2012 - 2018 Programme Management, Transition Management, Governance & Compliance
Service and process improvement. Driving and implementing change, and all that goes with it. Overlooking complex outsourcing environments. Team Management, leading Programme Management Office. Driving efficiencies and changing behaviours. Sometimes slowly. Advanced multitasking and focus on results. High financial awareness.
2007 -2011 Service Excellence Consulting
Service Improvement, Capacity Management, Service Level Management, Knowledge Transfer Management, Developing processes and procedures compliant with ITIL® methodology. Advanced data analysis, Service Delivery Management, Supplier Management, Service Implementation management, various assignments utilising extensive experience in IT Services Management within ITIL® oriented environments. Developing processes and procedures compliant with ITIL® methodology. Involvement in Project and Transformation Programme Management activities. Stakeholder management, transition management at various levels for both the private and public sector. Proactive communication with external clients to gain a deeper understanding of the issues the customer faces and what can be done to further IT service improvement. Acting as an additional escalation point for daily IT operations. And dealing with the Service Desk department Assisting clients with high level strategic advice and guidance on IT components of their business. Performing regular service reviews and contract renewals.
Early 2011 - 2018 agITILity.com blog owner
Blog providing regular updates from the industry and collated information from experts, webcasts and own experience. aimed at both: Service Management experts and those who would like to explore it but without the unnecessary theory. The blog is to stimulate a discussion within the circle of experts, end-users and service providers aiming to distinguish themselves from the competition.
2004-2007 IT Service Operations Management
Direct Supervision of IT Support Team Leaders and entire multi-client team Preparing financial reports, monitoring several project stages – direct involvement in transition phase. Controlling service to realise planned budget within costs and meet or exceed service level objectives. Monitoring and assessing the value delivered to the client. Developing metrics to measure growth and performance of the department. Performance and people management.
Other qualifications:
ITIL v3: service operations, service strategy, service design
Further, detailed information can be found on my LinkedIn profile.