Management Manager
Resume:
Curriculum Vitae
Name: Michael Peace
Address: ** ********** **
Northfield
Birmingham
B31 3UL
Email: acszqu@r.postjobfree.com
Telephone: 012*-***-****
Mobile: 075********
Team Leadership:
I have 14 years experience of IT Management of teams based on customer sites covering 24 x 7 x 365. This involved daily interaction with customer staff at all levels up to board level. Prior to this I worked for a number of years as team leader for various technical teams.
I have managed Wintel, UNIX, VMware, Enterprise Backup, Change and Data Centre support teams. These were spread across 4 customer sites and three large data centres housing 1600+ servers. I have also managed an off-shore team in India remotely.
All aspects of People management were my responsibility.
Service Management/ IT Operations Management:
oI have worked on Outsourcing contracts based on customer sites for 30 years
oHead of Service/Operations Manager managing 90 staff across all IT Delivery functions.
oThe companies I have worked for in this time are all large and well known, having complex Global IT operations involving Multiple Suppliers
oSupported user base of up to 9000 people
oAll of my recent roles have been within an ITIL framework
oMonitoring Service via SLA and KPI’s
oMatrix management experience with IBM
oStakeholder Management
oProduction Acceptance
oI have managed technical and Infrastructure Change teams for 13 years.
oMaintaining and developing working practices and processes.
oManaged Continuous Service improvement programmes.
oManaged 3rd party suppliers
oProblem solving and Incident management. Includes being member of the IT major incident team.
oRoot Cause Analysis
oEnsured all company and Client standards and procedures are adhered to and when necessary, are updated in line with the Company Quality Process.
oEnsured all new and current business activities are implemented / performed in a smooth and efficient manner.
oParticipate in Daily/weekly internal and external communication for Service and Projects.
oService reporting via Service catalogue
oHardware Asset Management, including managing leased equipment and purchasing new equipment.
oI managed a Data Centre Services team whose remit was to manage and monitor the data Centre environment on several sites.
oS-Ox governance and compliance management
Budget Management:
I have had Financial Services/Budgetary control of £3 million+ budgets, including
Management of cost reduction initiatives
Part of Account team. Reviewing P&L on monthly basis
Budget Monitoring and Controlling Budgets (value £3 million +).
Input into Corporate Plan.
Budget Setting.
Analyzing Financial performance of Products and services.
Costing for New Contracts/services.
Pricing models for 3rd Partyvendors
Cost control for all Teams
Score cards
Programme Manager:
I have worked for two years as a dedicated PMO, managing six Project Managers.
This involved:-
oManaging a Portfolio of Infrastructure and Application projects
oDirect customer face off to stakeholders.
oManaging customer Relationships at Commercial, Technical, Service Delivery and Project Management level.
oManage all aspects of projects for the whole team including management reporting, and customer reporting via Performance Brochure.
In this role I was responsible for successfully delivering large scale projects e.g.
Millennium Server project for BMW/Rover. This involved patching of 2000+ servers
NT rollout Strategic programme
Transition Management:
I have been heavily involved in three successful company to company transitions in the last five years. due to TUPE transfers of my teams. This involved:-
oDelivery of Managed Service Transition projects
oParticipation in developing a Managed Service strategy
oOutsourcing from one company and Insourcing to the new contract holder.
oPlanning and Delivering Due Diligence through to handover to incoming on and offshore teams, for migrated service.
oParticipated in decision making for the full implementation process
oPlanning and Delivering Knowledge Transfer through to handover to incoming and offshore teams, for migrated services
oManaging all activities via Change and Release Management processes
oService asset and configuration management related to transitioned items and those new to the incoming contract.
oIntegration of teams in to new organisation and service portfolio
oChange of third party vendors.
oStakeholder management
oCustomer and Third Party Communication (360 degree)
oManaging Change e.g. to SLA’s, Resourcing
oResponsibility for deliverables of my teams
oEscalation management
oKnowledge management i.e. documenting and communicating lesson's learnt to the relevant stakeholders
oPeople management
oReviewing Transition management processes with outgoing and incoming Senior Transition managers
oAssessing and managing risk elements of transfer, via Risk Register.
oContinuing to provide a Quality service during and after transition period.
Project Management:
I have worked for one year as a dedicate Project Manager, delivering multiple concurrent projects. I have continued to manage the delivery of Technical projects as part of my Service Delivery Management roles.
Responsibilities were to complete all parts of the Project Management cycle on individual projects from agreeing specification and costing of project, through to Project completion. Projects included
oImplementing new Enterprise Backup solution for MG Rover
oInfrastructure based
oSoftware implementations
oImplemented a System Management Function for NT and Netware Servers.
oImplement Backup solution for NT and Netware servers
oBuild NT servers and integrate them into managed service
oBuild and implement NT Email routers for cc:Mail
oImplemented a Configuration Management DataBase. This Project encompassed: - Information gathering, Asset tagging, Stakeholder management, Admin reporting and checking actual hardware against contracted Hardware.
Skills Knowledge & Experience:
Open University: PC & Accounting for Managers
oITIL Foundation Exam
oITIL v3 Update
oProject Management Diploma from George Washington University
oPrince 2 Foundation in Project Management
Technical:
Although I haven’t worked in a technical role for 16 years I have a broad understanding of IT goods and services. In the past I have held a number of technical roles including:-
oUnix
oWintel
oMainframe
oVax/VMS
oPC Support
oNovell Netware
oAnti-virus management
oDisaster Recovery Testing
o Wan/Lan
oActive Directory
People Management
oI have been heavily involved in three company to company transitions in the last five years, due to TUPE transfers of my teams. So have had to deal with the associated people issues.
oTeam performance/Appraisal management
oTeam motivation and goal setting
oDisciplinary issues
oInvolved in development of departmental strategy
oOrganisational knowledge and networking capabilities
oCommunication at all levels, including board directors within customer and IT Provider organisations
oManage Service in a matrix environment
oLiaising with both customer and internal management
Career History:
Tata services (Jaguar Land Rover)
Service Delivery/Operations Manager Feb 2013 - June 2013
This was an Outsourcing role for Jaguar Land Rover based on their sites. The main focus was on Knowledge Transfer/Due Diligence to Tata Off-shore support teams.
Managed nine people in two technical teams ( Wintel & Unix), an Environment team and a Change Management team. These Support teams were spread across 4 customer sites and three large data centres housing 1600+ servers
Management of Service for an Indian based Enterprise Backup team
Day to Day support of the managed Server population
Incident and Problem management, including Major incident reviews
Root Cause Analysis
Daily review meetings including India based teams
Monitoring SLA’s/KPI’s
Weekly Reporting on support issues and projects.
Performance Monitoring, Capacity Planning and System tuning
Ensure Business/Application processing is not impacted by scheduled changes
Hours of cover are 24 x 7 x 365
Proactive management of Server Security Issues
Updating Virus scanning software and rapid response to virus alerts
Planning and implementation of Operating system upgrades, including installation of Hot Fixes and patches
Troubleshooting and Performance Management of Servers
Production Acceptance signoff for the server team
Liaise with other LCM teams to ensure customer processes are adhered to
Direct customer face off to stakeholders. Managing customer Relationships at Commercial, Technical, Service Delivery and Project Management level.
Main point of contact to onsite Client Service Manager
Commercial -Cost control for all Teams
As part of TUPE transfer, involved in Service Transition from different perspectives.
e.g. Due Diligence, Knowledge Transfer & change of third party vendors.
Managing Call Centre, Monitoring and Fault/Change management tools
Undertake project related work in line with agreed deliverables
Managing and working on Server related projects
Reporting on Service and Project status to Account Manager
Manage Take-On of Servers into the managed environment
Creation,Development and Maintenance of the Tools Platform
Management and implementation of Tools Enhancements
Tools Applications – Fault Resolution in line with SLA targets
Implement new server Take-On and Decommissioning
Manage Server Operating System Builds
Configuration Management – Maintain a database of all customer servers with agreed configuration details.
IBM (Jaguar Land Rover)
Service Delivery/Operations Manager Jan 2010-Feb 2013
This was an Outsourcing role for Jaguar Land Rover based on their sites.
Managed twelve people in five technical teams ( Wintel & Unix), an Environment team, an Enterprise Backup team and a Change Management team. These Support teams were spread across 4 customer sites and three large data centres housing 1600+ servers
Daily review meetings, including India based Support teams
Management of Service for an Indian based Enterprise Backup team
Day to Day support of the managed Server population
Incident and Problem management, including Major incident reviews
Root Cause Analysis
Monitoring SLA’s/KPI’s
Weekly Reporting on support issues and projects
Weekly review meetings with Polish, Hungarian and UK based Technical solutions Architects and Project Managers.
Performance Monitoring, Capacity Planning and System tuning
Ensure Business/Application processing is not impacted by scheduled changes
Hours of cover are 24 x 7 x 365
Proactive management of Server Security Issues
Updating Virus scanning software and rapid response to virus alerts
Planning and implementation of Operating system upgrades, including installation of Hot Fixes and patches
Troubleshooting and Performance Management of Servers
Production Acceptance signoff for the server team
Liaise with other LCM teams to ensure customer processes are adhered to.
Direct customer face off to stakeholders. Managing Customer Relationships at Commercial, Technical, Service Delivery and Project Management level.
Main point of contact to onsite Client Service Manager
Commercial – Liaising with client stakeholders to gain new business via Project work.
Cost control for all Teams
As part of TUPE transfer, involved in Service Transition from different perspectives.
e.g. Due Diligence, Knowledge Transfer & change of third party vendors.
Managing Call Centre, Monitoring and Fault/Change management tools
Undertake project related work in line with agreed deliverables
Project Management – Infrastructure based Projects. e.g. Project to move 100+ servers to a new Data Centre. This involved managing resource in India and several geographic sites in the UK.
Reporting on Service and Project status to Account Manager
Manage Take-On of Servers into the managed environment
Creation, Development and Maintenance of the Tools Platform
Management and implementation of Tools Enhancements
Tools Applications – Fault Resolution in line with SLA targets
Implement new server Take-On and Decommissioning
Manage Server Operating System Builds
Configuration Management – Maintain a database of all customer servers with agreed configuration details.
Third Party Supplier Management
Fujitsu Services (Jaguar Land Rover)
Service Delivery/Operations Manager Jan 2008 - Jan 2010
This was an Outsourcing role for Jaguar Land Rover based on their sites.
Managed seventeen people in five technical teams Wintel,Unix, Environment, Enterprise Backup and a Change Management team. These Support teams were spread across 4 customer sites and three large data centres housing 1600+ servers
Daily review meetings, including India based Support teams
Management of Service for an Indian based Enterprise Backup team
Day to Day support of the managed Server population
Incident and Problem management, including Major incident reviews
Root Cause Analysis
Monitoring SLA’s/KPI’s
Weekly Reporting on support issues and projects
Weekly review meetings with Polish, Hungarian and UK based Technical solutions Architects and Project Managers.
Performance Monitoring, Capacity Planning and System tuning
Ensure Business/Application processing is not impacted by scheduled changes
Hours of cover are 24 x 7 x 365
Proactive management of Server Security Issues
S-Ox Audits - Working with internal/external auditors to address non SOX compliant processes highlighted by audits
Continuous Service Improvement e.g. Introducing LEAN methodology to my teams
Updating Virus scanning software and rapid response to virus alerts
Planning and implementation of Operating system upgrades, including installation of Hot Fixes and patches
Troubleshooting and Performance Management of Servers
Production Acceptance signoff for the server team
Liaise with other LCM teams to ensure customer processes are adhered to.
Direct customer face off to stakeholders. Managing Customer Relationships at Commercial, Technical, Service Delivery and Project Management level.
Main point of contact to onsite Client Service Manager
Commercial – Liaising with client stakeholders to gain new business via Project work.
Cost control for all Teams
As part of TUPE transfer, involved in Service Transition from different perspectives.
e.g. Due Diligence, Knowledge Transfer & change of third party vendors.
Managing Call Centre, Monitoring and Fault/Change management tools
Undertake project related work in line with agreed deliverables
Project Management – Infrastructure based Projects. e.g. Project to move 100+ servers to a new Data Centre. This involved managing resource in India and several geographic sites in the UK.
Reporting on Service and Project status to Account Manager
Manage Take-On of Servers into the managed environment
Creation, Development and Maintenance of the Tools Platform
Management and implementation of Tools Enhancements
Tools Applications – Fault Resolution in line with SLA targets
Implement new server Take-On and Decommissioning
Manage Server Operating System Builds
Configuration Management – Maintain a database of all customer servers with agreed configuration details.
Third Party Supplier Management
AT&T (Jaguar Land Rover)
Service Delivery/Operations Manager Jul 2006 -Jan 2008
This was an Outsourcing role for Jaguar Land Rover based on their sites.
Managed seventeen people in five technical teams Wintel,Unix, Environment, Enterprise Backup and a Change Management team. These Support teams were spread across 4 customer sites and three large data centres housing 1600+ servers
Daily review meetings, including India based Support teams
Management of Service for an Indian based Enterprise Backup team
Day to Day support of the managed Server population
Incident and Problem management, including Major incident reviews
Root Cause Analysis
Monitoring SLA’s/KPI’s
Weekly Reporting on support issues and projects
Weekly review meetings with Polish, Hungarian and UK based Technical solutions Architects and Project Managers.
Performance Monitoring, Capacity Planning and System tuning
Ensure Business/Application processing is not impacted by scheduled changes
Proactive management of Server Security Issues
S-Ox Audits - Working with internal/external auditors to address non SOX compliant processes highlighted by audits
Continuous Service Improvement e.g. Introducing LEAN methodology to my teams
Updating Virus scanning software and rapid response to virus alerts
Planning and implementation of Operating system upgrades, Hot Fixes and patches
Troubleshooting and Performance Management of Servers
Production Acceptance signoff for the server team
Liaise with other LCM teams to ensure customer processes are adhered to.
Direct customer face off to stakeholders. Managing Customer Relationships at Commercial, Technical, Service Delivery and Project Management level.
Main point of contact to onsite Client Service Manager
Commercial – Liaising with client stakeholders to gain new business via Project work.
Budget Setting, Monitoring and Controlling (value £3 million +).
Input into Corporate Plan and IT Strategy.
Analyzing Financial performance of Products and services.
Costing for New Contracts/services. Cost control for all Teams
As part of TUPE transfer, involved in Service Transition from different perspectives.
e.g. Due Diligence, Knowledge Transfer & change of third party vendors.
Managing Call Centre, Monitoring and Fault/Change management tools
Undertake project related work in line with agreed deliverables
Project Management – Infrastructure based Projects.
Reporting on Service and Project status to Account Manager
Manage Take-On of Servers into the managed environment
Creation, Development and Maintenance of the Tools Platform
Management and implementation of Tools Enhancements
Tools Applications – Fault Resolution in line with SLA targets
Implement new server Take-On and Decommissioning
Manage Server Operating System Builds
Configuration Management – Created & Maintained a CMDB.
This encompassed :- Information gathering, Asset tagging, Stakeholder management, and checking actual Hardware against contracted Hardware.
Third Party Supplier Management
AT&T
Server Manager Jun 2002- 2006 (Jaguar Land Rover)
This was an Outsourcing role for Jaguar Land Rover/Ford based on their sites..
Managed eight people in two technical teams Wintel & Unix
Managing Call Centre, Monitoring and Fault/Change management tools
Daily review meetings
Day to Day support of the managed Server population
Incident and Problem management, including Major incident reviews
Root Cause Analysis
Monitoring SLA’s/KPI’s
Weekly Reporting on support issues and projects
Performance Monitoring, Capacity Planning and System tuning
Ensure Business/Application processing is not impacted by scheduled changes
Hours of cover are 24 x 7 x 365
Proactive management of Server Security Issues
S-Ox Audits - Working with internal/external auditors to address non SOX compliant processes highlighted by audits
Continuous Service Improvement
Updating Virus scanning software and rapid response to virus alerts
Planning and implementation of Operating system upgrades, Hot Fixes and patches
Troubleshooting and Performance Management of Servers
Liaise with other LCM teams to ensure customer processes are adhered to.
Direct customer face off to stakeholders. Managing Customer Relationships at Commercial, Technical, Service Delivery and Project Management level.
Main point of contact to onsite Client Service Manager
Cost control for all Teams
Undertake project related work in line with agreed deliverables
Project Management – Infrastructure based Projects.
Reporting on Service and Project status to Account Manager
Manage Take-On of Servers into the managed environment
Implement new server Take-On and Decommissioning
Manage Server Operating System Builds
Perform System Administration including System Boot,shutdown,print queues, file system & global/local groups
Test and install Printer Drivers
AT&T (Jaguar Land Rover)
Client Project PMO & System Management Dec 1999-Jun2002 Manager
This was an Outsourcing role for Ford based on their sites.
Managed six Project Managers and six Server Performance technicians
Managing Portfolio of Infrastructure and Application projects
Managing Server Performance and Capacity team
Direct customer face off to stakeholders. Managing customer Relationships at Commercial, Technical, Service Delivery and Project Management level.
Manage all aspects of projects for the whole team including management reporting, and customer reporting via Performance Brochure.
Manage all aspects of System Management including
Performance Monitoring for proactive fault resolution, DHCP/WINS management, IP allocation.
Manage all aspects of Software package testing and integration onto BMW/Ford/Rover standard desktop.
Manage all aspects of IT infrastructure.
I have delivered large scale projects e.g. the Millennium project for MG Rover. Successfully managed Millenium project for Netware environment in BMW/Rover. Five additional contractors and two permanent staff reporting to me on this project. This involved software patching of 2000+ servers.
AT&T (Jaguar Land Rover)
Project Manager 1999 Feb-Dec 1999
This was an Outsourcing role for Ford based on their sites.
Infrastructure based Projects
e.g. Implementing new Enterprise Backup solution for MG Rover
Software implementations
Instigated and set up System Management Function for all Rovers NT and Netware Servers.
Complete all parts of Project Management cycle on individual projects
e.g.
Implement Backup solution for NT and Netware servers
Build NT servers and integrate them into managed service
Build and implement NT Email routers for cc:Mail
Previous Roles
Hardware Asset Management
oFor two years I was a dedicated Hardware Asset Manager on a Land Rover contract – Managing the Leasing/Purchasing of IT equipment directly with suppliers. This included small items such as PC’s, through to Servers and Facilities equipment for data centres (Air conditioning units etc)
Operations Training Co-Ordinator/Designer on Land Rover contract.
IT Budget Management (£3 million+) – Dedicated role managing Revenue/Cost Budget for all IT services on a British Aerospace.
PC Support Team Leader, Wintel support & Active directory on a BMW contract.
Disaster Recovery on Jaguar Land Rover Contract
Network installation and maintenance of Broadband Wan/Lan on Land Rover contract.
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