Service Management

ROB JAMES – IT Service Management SME and IT Business Analyst

*****************@********-****.**.**

Mobile - 079********

SUMMARY

An IT Service Management and IT Business Analyst professional with over 15 years’ experience in Change, Configuration and Release Management, Service Level Management, Service Delivery, Problem and Incident Management, Service Transition and Planning and Third Party Supplier Management.

Strong Service Customer facing skills – BCS Certificate in Service Level Management.

ITIL v3 Expert, ITIL v2 Change Management Practitioner and PRINCE2 Practitioner.

Strong Business Analysis - BCS Certificate in Business Analysis and Process design and re-design skills.

Held Security Clearance (SC) and BPSS clearance.

ITIL PROCESS DESIGN AND RE-ENGINEERING

Experienced in Business Process analysis, modeling and Business requirements gathering.

Implemented and Refined Change Management and Service Transition Processes from scratch at Oxfam within 3 months as a result of an urgent KPMG audit action. Involved the delivery of a set of process, procedure and policy documentation, and the building of bespoke Change Management workflow tasks in the chosen ITSM tool, Service-now.

Aligned Change and Release Management processes for EDF Energy and British Energy following a company merger. Involved Team Management responsibilities for two Change and Release Management teams.

Proven Leadership and Team building skills with an ability to gain cooperation from a diverse group of people.

Undertook Continual Service Improvement Capability Maturity Model exercises for Change Management, Release Management, Configuration Management and Service Transition at EDF Energy.

Delivered a Change Management Process where none existed for use by several Government Agencies - DEFRA, Rural Payments Agency and the Environment Agency.

Led or consulted for many companies to deploy ITSM processes and promote CSI.

IT SERVICE MANAGEMENT AND IT BUSINESS ANALYST SUBJECT MATTER EXPERT (SME)

Performance Managed Third Party Suppliers – Stakeholders in the EDF Energy Service Integration and Management Model; Atos, Cap Gemini, Cable and Wireless and Accenture whilst at EDF Energy to ensure that the IT Service Levels were delivered and exceeded.

Undertook an extensive Business Analysis of the IT Infrastructure at the UKHO including a GAP Analysis to check the compatibility of the existing system infrastructure with the new business requirements and delivered a proposal paper for the introduction of Configuration Management at the UKHO where no Configuration Management System (CMS) existed. This was used as a template at the UKHO by Microsoft to deliver a CMS solution using Microsoft System Centre Configuration Manager.

Delivered a proposal process for Business Continuity for the Service Operations Centre at Vodafone.

Managed the Service Delivery of a critical Vodafone IT Service, Message+; through its pilot phase for Vodafone Spain to its delivery to Vodafone operations in 20 Countries.

Produced IT Service Full life cycle analysis and documentation, including Terms of Reference, Business Requirements, Functional specifications and Implementation plans.

Strong technical background and full project life cycle experience gained during several previous technical roles – software developer, systems analyst, IT Operations Manager and IT Security Analyst.

Effective management of stakeholder relationships at all levels of the business (both internally and with third party suppliers and customers.

EDUCATION

Bachelor of Science (B.Sc.)

B.Sc. in Mathematics and Computing.

ITIL Certificates

ITIL v3 Expert Certificate

ITIL v3 Managing across the Lifecycle (MALC)

ITIL v3 Lifecycle Certificate -Service Strategy

ITIL v3 Lifecycle Certificate -Service Design

ITIL v3 Lifecycle Certificate -Service Transition

ITIL v3 Lifecycle Certificate -Service Operation

ITIL v3 Lifecycle Certificate - Continual Service Improvement

ITIL v3 Foundation Certificate in Service Management

ITIL v2 Practitioner Certificate in Change Management

ITIL v2 Foundation Certificate in Service Management

British Computer Society (BCS) Certificates

BCS Specialist Certificate in Service Level Management

BCS Certificate in Business Analysis Practice

PRINCE2 Certificates

Practitioner Certificate in Project Management.

Foundation Certificate in Project Management.

Institute of Leadership and Management Certificate

Level 3 Certificate in Leadership and Management Skills.

EXPERIENCE

Environment Agency 04 / 2015 – 09/2015 IT Change Management Process Lead Designer - Contract Role

Reviewed and Approved customer requirements and business model relating to Changes made to the applications and IT infrastructure.

Facilitation of interactive workshops to gather requirements successfully.

Designed, Standardised and Implemented a new Change Management process within the Environment Agency and other Government Agencies that can act as a Service Integrator.

Produced ITSM Change Process full life cycle analysis and documentation, including Terms of Reference, Business Requirements, Functional specifications, Implementation plans, Policy, Process and Working Instructions documentation.

Collaboration with Service Transition Managers and act as an ITIL SME to assist them in honing their processes for new Service Integration and Management model.

Liaised with all other SIAM stakeholders to ensure that the new Change process complements the other ITIL processes.

Vodafone 11 / 2014 - 03 / 2015 IT Service Delivery Manager - Contract Role

Monitor, assess and report on service performance.

Initiate and manage service improvement activities across the entire service reach and scope. Ensuring key services, in particular Message+, meet or exceed agreed performance and service levels.

Drive improvements to services across the global organisation.

Represent VCNO in any dialogues related to operation and management of accountable services.

Represent and champion the customer viewpoint and experience within VCNO and Technology.

Support the deployment of new customers, releases and features - Enable and champion an IT service culture.

Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with the Message+ Service.

Design, Review and Report upon service metrics (KPIs) that identify the success of the Service being utilised to recommend and coordinate implementation of changes to the Message+ service to improve metrics.

Ensure that key Services that are delivered by Vodafone Core Network Operations perform as agreed with our customers.

Ensure appropriate OLAs/SLAs in place to support any new services.

Analyse and review actual service performance against SLAs and OLAs.

Provide regular reports on service performance and achievement to the Business Customers.

Review SLA targets and metrics where necessary.

Review OLA targets and metrics where necessary.

Review third party underpinning agreements where necessary.

Waitrose 09 / 2014 - 11 / 2014 IT Change Manager - Contract Role

Facilitate and Chair the Change Advisory Board (CAB) in reviewing high priority and complex changes.

Ensure the CAB is attended by representatives from both IT and the business and divisional IT.

Communicate high impact changes and scheduled releases to senior stakeholders.

Maintain an awareness of new developments in both application and infrastructure through regular communication with the Team Managers.

Ensure all changes and releases are reviewed, risk assessed and prioritised consistently and appropriately and that all interested parties are made aware of the change.

Provide guidance, direction and support for the Change and Release Management processes identifying opportunities for improvement.

Penguin Random House UK 06 / 2014 - 09 / 2014 ITSM Business Analyst - Contract Role

Responsible for the capturing, analysis and documentation of business interfaces and requirements, with specific responsibility for the delivery of IT Service Management Processes.

Oversaw the implementation of a formal IT Change Process which gave clear visible and managed controls for all IT changes to assist with the delivery of a significant IT change program.

Ensured that all parts of the business are engaged in the change process and appropriate accountabilities are assigned.

Responsible for establishing, embedding and governing the change management process including acting as Chair for Change Advisory Board (CAB) governance meetings.

Act as a consultant SME for the ITIL framework processes.

Build ITIL best practice workflows in the ITSM collaborative tools - Service-now.

ADMIRALTY Nautical Products & Services 06 / 2013 - 06 / 2014 IT Change Manager - Permanent Role

Identification of Change Management requirements, documentation of those requirements and production of policy, processes, procedures, working practices and supporting guidance to promote effective Change Management from concept to execution and review.

Provide a consistent and rigorous framework for assessing changes, particularly with respect to identifying, evaluating and mitigating potential risks before implementation.

Provide good quality knowledge and information to support effective decision-making around the delivery of changes in accordance with business priority.

Ensure the operational readiness of changes. This will include the chairing of the weekly Change Advisory Board, monitoring the content and quality of Change Release Plans.

Provide leadership within IMT in driving governance and policy development from concept through to reality for the Change Management function, working with peers and with senior stakeholders to ensure commitment across the organisation

Promoting the concept and benefits of the Change Management process to the business and within IMT.

To act as the key IMT stakeholder for the Change Management process, liaising with other key stakeholders (both within the business and IMT) in delivering business changes, managing the process from request submission through to delivery in order to minimise the risks inherent in the implementation of non-standard change.

Key objectives include governance of the change management policy to ensure that any non-conformance is identified and addressed.

Identifying business changes which have been misclassified and should be delivered as projects.

Working with the Programme Office to ensure these changes are absorbed into the intake process of the project lifecycle.

Oxfam 01 / 2013 - 06 / 2013 IT Service Transition and Change Manager - Contract Role

Deliver Service Transition from all routes into IS from Projects and Programmes from either IS or the wider organisation, in line with recognised best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where the successful implementation of service resource skills and processes are just as critical to project success as technology.

Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction.

Plan transition activities, ensuring these are in line with the wider IS plans for the delivery of changes and new services.

Define and maintain transition processes and templates.

Ensures early engagement with project teams, so that they understand and plan for what is required to transition the service into the live environment.

Manages the assessment of the potential impact of a new or changed service in to the live service environment and the communication of the risks and issues to support team.

Ensures that changes are successfully implemented with minimum risk and no impact to the business ensuring conformity with quality control processes.

EDF Energy 01 / 2008 - 01 / 2013 Senior IT Change and Release Team Manager - Permanent Role

Delivered value added IT Change Management Solutions based on ITIL best practices.

Aligned two Change Management Teams’ Policies and Procedures.

Set Change Policy and Strategy.

Managed External Suppliers.

Liaison between Transition Planning and Support, Service Level Managers, the Program Office and Asset and Configuration Management.

Leading a Team of Change Analysts to Ensure Change made to the EDF Energy infrastructure is made in a controlled manner.

Coaching, Mentoring, Objective Setting and Managing the Teams’ outputs.

Managed and approved all changes across the Business.

Presented changes at the daily service review meeting and chairing Change Governance Meetings including CAB.

Responsible for ensuring that appropriate communications are presented to the user base when appropriate.

Setting of appropriate change metrics to support Key Performance Indicators (KPI’s) and Critical Success Factors (CSF’s).

Partner Management of External Suppliers, attendance of monthly Performance Management meeting with Senior Leadership Team.

Reporting change metrics and management information on a periodical basis.

BBSRC 09 / 2005 - 12 / 2007 IT Operations Manager - Permanent Role

Application Development of existing BBSRC administration applications -routine admin, report development, documentation, application functionality enhancement.

SharePoint, SQL Server. -Managing the support of a wide degree of applications. -Taking the lead in major incident management situations, working with 1st and 3rd line support functions, mitigating the effect on the wider business.

Actively engage with the internal customers and existing application vendors to ensure that we get the best from the systems and meet the customer's requirements.

Ensure the ongoing integrity and performance of BBSRC services, identifying areas for cost savings, efficiency gains and service improvements.

IBM 03/2002 - 08/2005 IT Security Analyst – Permanent Role

Provided protection of Zurich’s UK Company Data and Systems via centralised IT Security interfaces on Mainframe, NT4, UNIX, Netware, AS400, UNIX, SAP and Windows 2000 Active Directory platforms ensuring any provision of access to Zurich’s internal company and external customer base conforms to Zurich Security Policy requirements.

Defined and Management of logical access controls via the use of ACF2 and RACF for CICS, IMS and TSO and other mainframe based systems and applications, DB2 mainframe security interface, UNIX, Netware 3, Netware 4, SAP Security Controls, NT4 domain and server security, SQL database security, Windows 2000 Active Directory domain and server security and MCMS Security for Internet Web based applications

Zurich Insurance Company Ltd 08 / 2001 - 02 / 2002 Problem and Incident Manager – Permanent Role

Management of Zurich computer system problems to minimise the adverse impact of Incidents and Problems on the Business.

Perform the management of both reactive root-cause analysis and proactive trend analysis within IT

Management of the Major Incident Management (MIM) process and ensure adherence of the process and escalation requirements within the various support and delivery areas.

Convene and chair Major Incident Review meetings following Major Incidents; issue a written Major Incident report to IT management; ensure report actions are completed in a timely manner.

Maintaining a database of all ‘workarounds’ and ‘quick fixes’ to known and unknown system problems.

Raising changes to implement permanent structural solutions wherever possible.

Analysis of trends of Incidents and Problems to proactively prevent the occurrence of further Incidents and Problems.

Zurich Insurance Company Ltd 11 / 1999 - 07 / 2001 Change and Configuration Manager – Permanent Role

Ensuring that standard methods and procedures were used for the prompt and efficient handling of all changes; Software, Hardware and Infrastructure raised in order to minimise the impact of any change-related incidents upon service quality.

Liaison with other Service Delivery functions; Problem Management, Service Level Management, Release Management and the Change Advisory Board.

Implementation and maintenance of a Configuration Management Database (CMDB), identification, control, status reporting, verification and audit of Configuration Items (C. I’s) and control and maintenance of all versions of the C. I’s in existence.

Exercise overall responsibility for the Configuration Management Database (CMDB) and Definitive Software Library (DSL).

Providing CMDB information to assist in impact assessment for Request for Change (RFC’s)

Creation of Configuration Baselines and ensuring that the CMDB is updated when a RFC is implemented.

Zurich Insurance Company Ltd 09 / 1998 - 10 / 1999 Software Developer – Permanent Role

Development of Software modules for the Integrated Sales, Information and Service system. Analysis, Design, Building, Testing and implementation of any system changes.

oISIS is a system consisting of an XDB SQL database, linked to a VB ‘Front End’ by a layer of ‘C’ modules with embed SQL (CQL) to access the database, in order to perform this role SQL/VB and C skills were required.

Nationwide Building Society 03 / 1996 - 08 / 1998 Intranet Production Consultant – Permanent Role

Overall responsibility for the design and development of the Nationwide Building Society Intranet. Provision of training and consultancy to internal Nationwide departments to develop their own Websites within the Intranet.

oKey skills required: HTML, Client Side scripting – VBScript and JavaScript, Windows NT server administration and use of some graphic design packages – Paint Shop Pro, Adobe Photoshop.

Nationwide Building Society 10 / 1994 - 02 / 1996 Systems Analyst – Permanent Role

Database Administrator for Nationwide Direct ‘Brock’ system. Programming of ‘scripted’ Telesales advisor screens written in SAGE (Scripting Application Generation Environment).

oKey skills required: Informix SQL Database on a NCR Unix platform. DBA responsibilities including Database Integrity, Backup and Restore of data. Strong SQL skills.

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