Service Manager
Resume:
Tatania Baye
E-mail: ***********@*******.***
PROFILE
Extensive experience in IT Change, Transformation, Transition and Service Delivery Management (Information Technology Service Manager, and ITILV3 Expert and ITIL V2 Red Badge Manager), with over 15 years’ experience in supporting IT system delivery for major global clients in both private and public sector organisations. Representing businesses as part of programme management teams; ensuring oversight from Business Analysis to Project Management delivery, to enable transitioning to BAU. Developing and supporting business leaderships in transformational planning and management.
- Transition Management
- Service Management
- Change Management
- Transformation Planning/Management
- IT Maintenance
- Process and Resource Management
- Stakeholder Management
- Application Management
- IT Operations Management
- Incident & Problem Management
- Risk/Issue Analysis & Management/RAID
- Agile, SCRUM, Waterfall, & PRINCE2
- Communications/Engagement Strategy
- Contract Management
- Service Delivery
- Service Modelling
- 3rd Party Service Reviews & Management
- Client/Relationship Management
- Business Readiness & Training
- SLA/KPI/OLA Dev & Management
- Continuous Improvement
- Service Request Management
- Quality Assurance/ Compliance
- Impact Analysis
- Supplier Selection
- IT Service Continuity Management
- ISO 20000, ISO 9001
- SIAM Model
SOFTWARE CAPABILITIES
Remedy 8.1, UNIX, Linux, Solaris, Dameware, VMS OS, Lotus Notes, SAS, Symbox, Citrix, Exchange Server, Network Structures, Active Directory, HP Openview, CA Unicenter, IMAC Account Management
CRM, Big Brother, Backup Systems, Eryetel, TFM, Optimal, SAP ERP, VNC, Avaya, Winfiol, (Ericsson Axe 10), Definity, Witnes, SM9 Rotation Track Enterprise, TFS, Service Connect, Exari, Aura, Affinity, INFORM, Stop Specific Timetable, Art 36, Lynx, Service Connect, RSA soft tokens, playbook for change, Global Risk Assurance, Merlin, ADRMIS, T3IB (T3 Integrated Baggage System), Workday, Dynamics 365, Truly Global Retail, Concur, Trello, JIRA, Confluence, MS Visual Studio/Azure VSTS
HARDWARE CAPABILITIES
Data centre (Air Con, Power, Generators, UPS, Servers, Tape Backup), Switch (AXE 10), Voicemail (Comverse, Techonomen), diallers (TFM, Optimal, Dataflex), Routers, Windows and UNIX based servers
PROFESSIONAL QUALIFICATIONS
ITIL V3 Expert (ISEB) PRINCE2 Practitioners Certificate
ITIL Managers Cert. (ISEB) A+ Certificate; MCSE Certificate
Lean Six Sigma (Yellow Belt – Qualifications Improvement.) Tru64 UNIX v5 Fundamentals
Service Catalogue Master Class Helpdesk Analyst Training
EDUCATION
MSc Architecture BSc Architecture
CAREER HISTORY & ACHIEVEMENTS
ASOS Oct 2017 – April 2018
Retail and Fashion Services
Service Delivery/ Programme Transition Manager
Oversee the escalations for Finance, Retail, Human Resources and Support projects and BAU; with delivery for the digital arm whilst managing the Programme Transition of the Finance, Retail and People Systems. Act as member of the Service Leadership Team, representing all consumer-facing services whilst managing 3rd party support services.
Key Achievements
Developed and implemented the Operational Acceptance Criteria for the digital service and operations teams, whilst managing the implementation of the service catalogue for alerting and monitoring and ensuring the set-up of governance
Initiated the implementation of a cost effective Continuous Service Improvement initiative from a known user error, which addressed a specific recurring major incident, and ensured the initiative benefitted the business’s ability to meet accurate deadlines
Engaged Delivery Managers to produce a comprehensive service operation driven non-functional requirements document for future projects and programmes; to enable capturing gaps and omitted information
Led the digital retail programme TGR (Truly Global Retail) through effectively and efficiently engaging the programme from an operations readiness perspective, and defining the need for early engagement and transparency, by hosting several workshops focused on the benefits of the in-house operations support teams and developing the Operational Readiness (OR) approach, and high and low level plans
Virgin Media May 2017 – Oct 2017
Media Services
Transition Manager
Responsible for leading Operational Readiness and transition of the OSS on the entertainment portfolio. Develop close working relationship with technical and digital resources, 3rd party suppliers and Operations Support teams. Manage smooth transition into BAU including change risk management, review and approval, test and validation and post-implementation review.
Key Achievements
As the conduit between Projects and IT Operations, ensured delivery of new and upgraded applications into managed support
Oversaw delivery of end to end service management requirements, and ensured understanding of the dependencies on each service were accounted for in service deployment, ongoing operational support IT models, and in planning and implementing the relevant operational readiness testing
Engaged the digital team to ensure digital transition as part of the wider BAU delivery
Monitored the project plan and stages, and engaged relevant and affected 3rd party suppliers
Old Mutual Wealth Aug 2016 – Feb 2017
(Wealth Management)
Service Operations and Programme Transition Manager.
Oversee the delivery of major incidents related to service disruptions on specific services, and ensure all service disruptions are prioritised appropriately and remediated. Closely engage and manage suppliers to incident conclusion. Manage programme transition for the Operational Support System and Business Support Systems aligned with the SIAM model.
Key Achievements
Managed IT suppliers to identify and implement remedial actions to root causes associated with actual or anticipated service disruption
Initiated, organised, chaired and provided timely, appropriate input to governance meetings with suppliers, and ensured all assigned actions for Service Operations were completed on time
Managed conflict resolution; identifying underlying causes of conflict in supplier relationships and supported the identification of mutually beneficial solutions
Successfully managed the Programme transition management of the OSS aligned to the SIAM model.
Redesigned the non-functional requirements documentation for service management
Realigned the emergency change process in relation to raising incidents, and ensured it was documented and embedded as part of the change management process
Heathrow Airport Limited (Terminal 3) Jan 16 – Aug 16
Airport Operations and Transport Services
Service Manager
Oversee IT services within Terminal 3 integrated baggage system and ensure delivery of the service portfolio in line with the performance requirements and continual service improvement. Manage the BAU operational processes, and change and transition through the tranches.
Conduct monthly 3rd party supplier reviews and act as SPOC for all operational support processes for Terminal 3 integrated baggage system. Manage major incidents, change reviews, service reviews, quality and timeliness, and provide regular updates at the Steering Committee/Board.
Key Achievements:
Developed and maintained a culture of service excellence by driving continuous improvement, efficiencies and effectiveness of service provision; challenging internal stakeholders and service providers, providing options on the utilisation of the old Terminal T3 baggage system as a backup system for the T3IB
Ensured service reports were produced for each IT Service (T3IB, Merlin and ADRMIS); effectively identifying breaches of SLA targets, and service issues, while reviewing actions taken to prevent recurrence
Successfully managed post-service review actions and service improvement initiatives
Successfully identified and managed supplier issues and conflicts, and supported the identification of mutually beneficial solutions
Crossrail May 2015 – Dec 2015
Commuter/Suburban Rail/Rapid Transit
Service Delivery/Transition Manager
Responsible for Service Delivery and Transition, Integration, and Assurance needs of Crossrail. Develop change plan and strategies and the associated transition strategies. Manage tranche deliverables and undertake service delivery, assurance analysis tasks, application transition and activities relating to the IT service operation. Lead the people re-orientation exercise and manage sponsor and advocates expectations.
Key Achievements:
Provided recommendations for continuous service improvements across the portfolio of services provided by IT, such as effective communication processes for VIPs and remote site admins
Identified and recommended service improvements, initiated site visits and created an awareness campaign on the services offered by the Service Delivery Team
Successfully initiated and provided user guides for external and internal users for effective application usage
PwC (PricewaterhouseCoopers) Aug 2014 – May 2015
Audit, Assurance & Tax Consulting Services
Service Operations & Programme Transition Manager
Manage suite of applications/products in a service management capacity; ensure regular stakeholder communication. Act as key advocate for change; explain the change rationale and secure understanding of the current state, and buy-in for the future desired state. Develop operational, communication, transition and budget strategies to enable the change and transition for OSS. Lead change teams to deliver timely quality service, and conduct investigative analysis while managing operational and project based developments.
Key Achievements:
Service Management
Successfully oversaw organisation of level 1 and level 2 support whilst reviewing Ways of Working, and relevant business unit procedures
Managed and established documentation to provide information on relevant IT services; including providing Helpdesk Scripts, knowledge articles and service models
Business Continuity and Disaster Recovery Management
Managed the development, maintenance and review of Service Business Continuity documentation to ensure continuity of service during disruptions
Identified and implemented opportunities to enhance IT service delivery whilst ensuring internal controls to business continuity
Stakeholder and Support Services
Designated SPOC escalation manager for major incidents, responsible for researching key service failures, and engaging 3rd parties to expedite resolutions
Successfully established findings and engaged stakeholders to identify cause and links
Initiated projects having identified key issues relating to information source, systems and response times; review of Runbooks (DR) and initiation of secure access requests
Project Transition Management
Led engagement and operational representation in the capture of non-functional design requirements into the initial stage of projects
Monitored and engaged 3rd party suppliers; ensuring compliance to contractual agreements, and the availability of resources in BAU to support post-‘go live’ e.g. the Rotation Track Enterprise Application
Application Management
Managed interfacing applications which were likely to be affected by the upgrade and ensured the relevant change-related incidents were raised and resolved
Successfully managed requests for change via Middleware Replacement Project, Affinity upgrade
British Petroleum (BP) Aug 2013 – Aug 2014
Oil and Gas
Senior Service Manager ( Service Delivery, Programme Transition and Operations )
Oversee BP’s change strategy and vision, and planning of business outcomes on stakeholder/business relationships, Programme Transition Management and service implementation. Act in the capacity of primary contact for the Service Improvement team for ‘Design to Operate’ initiatives and activities. Single interface into IST for all infrastructure change. Manager cross-segment negotiations for shared infrastructure activities, and facilitate standardisation of transition processes across IST IT&S.
Key Achievements:
Strategy, Assurance and Planning
In compliance with SoX (Sarbanes-Oxley Act) and Government regulatory bodies governing trades, delivered IT policies and procedures from strategic plans that promote and ensured the confidentiality, integrity, availability and security of corporate data and information by traders
Service Management
Managed business relationships with ITS Managed services in BP and suppliers; working on gap analysis, gathering various business requirements to align the procedures and Ways of Working in the domains, and BP global ITS
Programme Transition Management
Successfully supported project initiation and project tracking; coordinated Service Transition activities across projects and programmes, suppliers and service teams, and managed associated change and risks, and transition whilst co-ordinated on-shore and off-shore resources
Continuous Service Improvement Management
Identified and designed new solutions in the transition and change management process by identifying gaps in business processes and operations
Change and Risk Management
Successfully realigned and co-ordinated the co-existence of major changes whilst acting as cross segment negotiator for shared infrastructure activities
Business as Usual/Transition Management
Engaged the business and users to develop acceptance criteria, which involved supporting other BP IST Operational Integrity disciplines e.g. Incident, Problem and Change Management. Influence Transition Management across IT&S and provided leadership on IT&S wide coordination and scheduling of changes
Transport for London (TfL) Oct 2007 – Aug 2013
Transportation
Service Delivery and Programme Transition Manager
Oversee the delivery of TfL’s service management initiatives; ensure appropriate stakeholder engagement, delivery, and contractual liabilities. Provide guidance to internal/external users of bespoke applications; facilitate regular business and 3rd party service reviews. Work closely with project teams in a service transition capacity, i.e. Project Managers, PSO/PMO, and in a Quality Assurance capacity. Manage 3rd party supply contracts and document standard. Managed BAU application-related IT changes and releases.
Key Achievements:
Support Service
Managed customer expectations on application support and enhancements, facilitating regular meetings to discuss needs, upcoming specifications and ongoing work whilst providing guidance to internal/external users of bespoke applications
Project Management
Successfully delivered the new and upgraded applications into managed support. This included the enterprise resource planning (ERP) solutions in SAP and the full project life cycle in the implementation of SAP CRM.
Application Management
Provided technical and business process knowledge to IM and TfL, ensuring the technical integrity of supported applications, and ensured consistency of technical and functional application change with the Strategic Plan
Contract Management
Managed performance monitoring review of external service providers. Licensing requirements for bespoke applications and contract collaboration with Procurement for externally supported applications
PREVIOUS ROLES
Carphone Warehouse (OneTel) 2002 – 2007
(Telecommunications)
Network Management Centre, Shift and Service Delivery Manager
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