Manager Service

CURRICULUM VITAE of SUE MCGOUGH

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Personal Profile

A BSc Hons and ITIL v3 qualified Service Manager with extremely strong

Business Relationship and Customer Service skills, with the ability to meet

Service Level Agreements on time, both efficiently and effectively. I have

an exceptional knowledge of both Service Support and Delivery; I have been

the Service Manager for a variety of Services and have always had a good

rapport with both the Customer, Third party Service Providers and Internal

teams. I am excellent at trouble shooting, with the drive, energy and

determination to engage those around me to meet and exceed where possible

the delivery requirements. I am a responsible, reliable, dedicated and an

enthusiastic individual, who is adaptable and self-motivated with the

drive, determination and a positive outlook to succeed in all tasks.

Education, Training and Qualifications

Sept 2008 - 2011 BSC Hons in Sports Education

Sept 2007 - 2008 BTEC Sport and Exercise Science

Mar 1997 - 2003 Fujitsu, ITIL Service Management Foundation, Delivery and

Support. Presentation skills, New Management Programme, Leadership skills,

MS Office, Excel, Access and PowerPoint

1982 - 1987 Churchfield's Comprehensive School, Swindon, Wiltshire.

Objectives

I am currently in a role which is extremely fast moving and requires a

versatile individual that can multi task and be able to use their knowledge

and versatility to be constructive and effective both internally and to the

customer in all four Services. My contract is due to finish at the end of

the month so I am looking to be placed in a similar role.

Employment History

Computacenter ( August 2013 - Present)

Job Title: Service manager(consultant)

I am currently the Service Manager for Request Management, Asset

Management, Release Management and Application Packaging. I am the first

point of contact for the Customer for all four services; these are

delivered by internal teams. Part of my role requires me to carry out

monthly Service Reviews with each team and also with the customer. I am

responsible for ensuring that the contractual requirements are met. I

also am required to carry out cross charging against internal teams.

Currently the Asset Management Service is under a Service Improvement

Plan. This includes evaluating the current processes and procedures and

carrying out daily conference calls and meetings to drive any required

improvements forward, also carrying out Audits across the Nationwide

Estate.

Computacenter (June 2013 - August 2013)

Job Title: Service manager(consultant)

Computacenter provide services and solutions to the whole of Nationwide

Building Society. This is a diverse contract with a mixture of platform

and a user base of 15000+. Initially I was tasked with supporting two

service managers and making efficiencies in three core service areas;

Release Management, Asset management and Application packaging. I was

also responsible for reviewing the E2E processes as well as implementing

the service improvement plans. All three services required new

reporting measures and update to current processes. Within a short time

of starting I was asked to take over the service manager request role,

which involved end of month reporting and service reviews; whilst being

a point for all escalations and managing the customer as required.

Messaging UK (July 2011 - June 2013)

Job Title: Customer Relations Manager (part time consultant)

Messaging UK is responsible for providing Military Messaging consultancy

to the Ministry of Defence. My role is to ensure that the customer is

supplied with the contractual agreements; this entails regular meetings

with the MOD client and ensuring that I have a good understanding of

their present and future requirements, reviewing what is currently being

delivered and looking for gaps of further consultancy.

Gloucester University (September 2008 - Jul 2011)

Job Title: Full time student

During this time I was required to teach and assist in a variety of

schools and was responsible for teaching physical education lessons and

activity clubs. As part of my degree I was required to put into practice

the required elements of the National Curriculum. In my third year my

main focus was researching the current health of children in the UK.

NSPCC (September 2003 - Sept 2008)

Job Title: Volunteer

I was responsible for organising an annual event for the NSPCC. I set up

and organised an autumn ball, which is, I believe, still going today. I

had six volunteers which I recruited and together we planned and

executed the ball which raised in excess of 10k in an evening. Of the

volunteers I recruited one lady who went on to become Chair of the South

West Region. During this time I was responsible for the venue, the

budget, the staff and the general organisation, ensuring maximum profit

for the charity.

ICL/Fujitsu Defence - Berkshire (April 2000 - June 2003)

Job Title: Service Manager + Reporting Manager

Fujitsu provided a total service to around 1600 MoD users, we were

responsible for delivering end to end service from reliability,

contingency, availability and change management. As the service manager

I was responsible for ensuring the requirements and expectations of the

customers were met, this required me to liaise between all of the

managers in each team such as service desk and software distribution.

Although I didn't have any direct reports I had to ensure that the

managers of the individual teams were doing the best to reach the SLA's

and all problems and incidents were managed accordingly. I was

responsible along with a team of people for setting up the Service Level

Agreement's, this required liaising with the third parties who were

delivering on the contract as well as MoD. I established concrete

contingency plans, and was responsible for ensuring that the system

availability met contractual requirements. I also instigated the help

desk provision, initially with Fujitsu as the core Service desk and the

third parties as 2nd and 3rd lines of support. I also managed the

reporting team and had 4 direct reports. The team were responsible for

delivering a monthly report which consisted of the statistics of the

SLA's. I had to write a management report which would highlight any

areas of concern alongside any positive information and future events

that may cause an impact on the service.

ICL/Fujitsu Defence - Swindon (March 1998 - April 2000)

Job Title: Shift Manager - Service Desk

As the Shift Manager, I had 10 Direct Reports, but was often in charge

of up to 30 analysts at any one time; I was responsible for ensuring all

Service Level Agreements met the requirements: one of which was that 95%

of calls were answered within 60 seconds. I was responsible for

reviewing the training requirements and ensuring that staffs were as up

to date as possible. I wrote quarterly objectives and held an annual

appraisal with my direct reports. During this time I dealt with any

complaints or escalations that arose from the service. I wrote a

service improvement plan which ensured the service desk were managing

all calls received in the most effective manner. I was responsible for

the interviews for candidates to join the service desk.

I was responsible for organising rota's and staff holidays ensuring

adequate cover on the service desk. I created Personal Learning Plan's

and met development needs across two sites. I also was involved with

the company's call logging system and its original installation.

Additionally, I was involved in the MOD Service audit, this involved

sitting down with the MoD and reviewing all of the services that Fujitsu

were providing Reporting, Capacity, Change Management, Software

distribution and Service Desk. We would randomly select 20 examples of

the selected departments and audit them to ensure they were meeting the

SLA's. If for any reason they were not I would be responsible for

negotiating a deal so that Fujitsu was not penalised financially.

Sitting down with then customer on a regular basis gave me an excellent

understanding of customer requirements; this role then led me to

progress to Service Manager.

ICL/Fujitsu Defence - Swindon (February 1996 - March 1998)

Job Title: Senior Desktop Support Specialist Team Leader

ICL/Fujitsu provided PC support for the MoD and Armed Forces, with a

user base of 20,000+ covering 96 Sites throughout the UK, Northern

Ireland, Germany & Cyprus. My support role was mainly 1st Line but also

covered 2nd & 3rd Line support.

I also managed all Microsoft Access database calls taken by the Service

Desk. I took take ownership of all calls passed to me whether from both

the Service Desk and site teams.

T & S Stores - South West (March 1994 - February 1996)

Job Title: IT Trainer & Store Manager

I was responsible for rolling out and devising training programmes to

all managers within T&S Stores. I had a week to implement the system and

train the management on cashing up, stock control and news management.

Within this period I was also asked to manage a store with a turnover of

30K a week, which was suffering continuous losses through theft from

both Customers and Staff. I took on the role for 6 Months in which time

it return to substantial profitability before handing it on to a new

Manager I had trained.

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