UK company

1.	Engaged on an interim basis as an IT Service Delivery manager to put into place a Service acceptance process relating to transition of IT projects into IT Operations / BAU. This included full acceptance process and documentation relating to each IT service, from Service business overview, support model, contractual vendor relationships and technical architecture / mgmt. This also included the delivery of an IT service from project stage into BAU operations

Service acceptance approach

2.	Process & quality improvement – Led an Incident Mgmt process improvement to address several SLA failing items such as backlog, aging tickets, hop count, assignment issues, publishing reporting and analysis of volume. This included closely monitoring and reporting on the ‘as is’ and the resulting new state 

Process improvement 

3.	Full review of an underperforming offshore outsourced contract where the service was not meeting the business expectations.  highlighted areas where vendors obligations were not being delivered and the delivery of those services. This ranged from excess overage ticket charges, DR services not being tested, Asset Mgmt automation, SLA metrics not reflecting required information for service requests and leavers. In addition, some services simply not delivered such as 6 monthly CSAT, Knowledge base and Webchat channel for Service desk function. Additional improvement activities included relationship Mgmt, greater vendor governance, end to end Mgmt and stronger accountability



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