Chris

Indicative day rate £500. Geo – London, South East & Remote.

Unmatched 30 Years experience – establishing, managing and improving multiple Service Desks for all sizes of businesses from 100-10000 employees globally. Backed up with significant personal technical exposure and both ITIL and Microsoft MCITP Qualifications. Award winning and world class service excellence and skilled in Project Management, Change Management, Business Process improvements, Knowledgebase and process flow methodologies.

• Significant personal technical exposure and both ITIL and Microsoft MCITP Qualifications.
• Recently Global Senior Service Manager supporting major banks, financial institutions, trading floors, and insurance companies in EMEA, APAC and US. Experienced with managing teams, both local and global including offshore (India/US).
• Experience merging two separate Service Desk teams into one high performing unit.
• ISO27001 – Lead and mentored the UK (London) team to pass audit on first attempt in 2019 with zero non-conformities and successful accreditation for the global business.
• Setup from scratch (people, processes, technology) and fully managed an award winning (Computing Magazines IT Department of the Year) ITIL V3 Service desk comprising of 40 agents in multiple locations and with 10000+ international customer base. ISO20000 and ISO9001 compliant. Introducing successful knowledgebase and self-help technologies in the process.
• Turned around failing Service desk at Managed Service Provider (ISO 27001 Accredited, PCI DSS Compliant) reducing backlog by 90% whilst ensuring customer satisfaction and retention reached record levels.
• Highly experienced in managing 3^rd Party SLA/OLAs and key stakeholders relationships.
• Skilled and experienced in Project Management, Change Management, Business Process improvements, Knowledgebase and process flow methodologies.