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Service Manager

London, Greater London, United Kingdom
June 13, 2018

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Tatania Baye

M: +447*********



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


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


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


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


MSc Architecture BSc Architecture


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


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


Carphone Warehouse (OneTel) 2002 – 2007


Network Management Centre, Shift and Service Delivery Manager

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