CV, UK Based IT Service Delivery Desk Manager

I am currently available for work
Serial No: 5340
(19/04/1959, male)
Skills keywords: 3rd party relationships, customer service, incident management, infrastructure support, team management
Current location: United Kingdom - View on map

Andros UK, N Somerset Ÿ October 2010 – June 2013

Providers of dairy and desserts products to the retail environment, such as Tesco, Sainsbury’s, Iceland and Morrison’s. Part of the Andros group who supply these products world wide. The site has gone through a major refit with a spend in excess of £50m.

IT Support Services

Onsite contact for the complete support of the IT infrastructure, including fibre backbone, wireless connectivity, switch upgrade and domain migration. Ensuring all voice and data networks are up and running 24/7, which includes email, Anti Virus, backups (backup exec) file and folder shares, Terminal and SQL servers (Win 2003 and 2008), telephony, printers, IBM Blade Centre, AS400 system and Blackberry support (BES). Site contact for problem resolution for internal and external contacts.

  • Implemented a helpdesk system for fault reporting that enabled users to report faults through a web front end. This also incorporated an asset tracking system for hardware and software.
  • Carried out 1st, 2nd and 3rd line support for infrastructure, voice and bespoke applications 24/7.
  • Responsible for incident response, problem management, change management, configuration management, availability management and asset management.
  • Administration of AD, AS400, Lotus Notes, Lucent Alcatel PBX (Omnipcx) and bespoke software.
  • Created an intranet using SharePoint, to enable ease of access to enterprise information and applications.
  • Project management.
  • Liaising with 3rd Party Suppliers for upgrades, maintenance and repairs on hardware and software.
  • Upgraded out dated software packages to current versions.
  • Member of the project team to put the site on to a new fibre backbone, including implementation of cisco switches and routers.
  • Created and monitored remote access users.
  • Provided assistance in the migration to a new IBM blade system.
  • Aiding in the migration to a global domain, liaising with France on the migration.
  • Assisted in the deployment of wireless access points in to two large storage areas so bar code readers could input data in to the AS400 system.
  • Amended and created site documentation to reflect all the changes.
  • Responsible for purchasing hardware and ensured it complied with the global strategy.
The Resource Group (TRG Europe Plc), N Somerset Ÿ December 2002 – Jan 2010

Providers of outsourcing services for companies in the financial, retail, automotive and charitable fields with 450+ employee’sonsite. Clients include Bentley, Reckitt Benckiser, AXA, Oxfam, Solvay, P&O and Sothebys.  Supply outbound calling teams ensuring customer satisfaction and sales support for companies such as AMEX, Reg Vardy, BMW, Orange and Bulldog.  IVR clients include Sky games, BHF, BBC Dec Appeals and Birdline.

IT Service Delivery Manager

Ensured infrastructure was in place to support services for telcoms, desktop, server, web services, telephony and IT security. Successfully ensuring all services are delivered to enable the site to run efficiently and effectively for all customer touch points, such as call routing, transcription, fulfilment, client application access and email. Established new projects, reported weekly on fault management and project status. Managed a team of 15 engineers and developers which included, first (service desk), second and third line engineers. Led an onsite project team to migrate all services to a new global platform.
  • Managed an IT department across varying locations, delivering a first class service to all its clients. Ensured there was 1st, 2nd and 3rd line cover 24/7.
  • Setting team SLA’s and KPI’s.
  • Liaised with other global sites to ensure customer requirements were met.
  • Point of contact for clients for fault resolution.
  • Ensured remote site was functional.
  • Established and maintained 3rd party supplier relationships for business critical services, such as, ISP, mobile communications, telecommunications delivery, maintenance and software.
  • Oversaw SLA/OLA’s and guaranteed all services (internal/external) were delivered on time.
  • Recruited, hired, and developed a highly qualified team of experts.
  • Liaised with clients for project planning and fault resolution.
  • Responsible for forecasting annual IT budget.
  • Reconciled 3rd party invoices to actual usage.
  • Procurement of hardware and software.
  • Implemented a 3 year PC/Laptop replacement program.
  • Attended meetings, internally and externally for feedback on the service delivery function.
  • Saved ≈£25k by re-tendering contracts and £5k a month by closing down redundant equipment.
  • Successfully migrated inbound/outbound call-centre scripting, IVR service and email to a new global platform and ensured the site complied with PCI DSS Certification.
Broadsystem, Bristol Ÿ September 1999 – December 2002

National call centre company with 300 users at the Bristol Site.  Clients included Dyson, Telia, Nutricia and The Sun (Dream Team Help Desk), and COI (Tax Credit Help Desk).

Systems Manager

Managed a team of 3 with 24/7 availability, provided onsite support for any IT or telecoms related issues, set-up new campaigns, and liaised with 3rd party suppliers. Point of contact for any internal or external customers for any IT or Telecoms related issues. Attend meetings for ways to improve the helpdesk function and to report on any outstanding issues.
  • Ensured the functionality of all Telecoms and System networks.
  • Planned and implemented projects adhering to strict guidelines/SLA’s and the day-to-day management of a support team.
  • Successfully performed an entire PABX refit and workstation upgrade over a weekend and completed it by the Monday morning deadline.
  • Established a new calling floor; managed the installation of structured cabling from the Communications Room, installed new phones, workstations, printers, faxes, etc.
HM Forces (Army), Royal Electrical and Mechanical Engineers Ÿ Sept. 1975 – July 1999         

Armed forces of the UK.

Service Delivery Manager

Managed a team of 10 multi skilled engineers and ensured the 24/7 readiness/availability of multi million pounds worth of equipment.  Reported to the senior management and provided technical advice and suggestions during meetings.  Directed inspections/repair programmes, ordered equipment and maintained the special stores register.
  • Delivering 95% of equipment availability at all times.
  • Improved the team’s technical knowledge to encompass a wider range of equipment.
  • Ensured the team had the correct equipment to carry out their workload.


  • Lotus Domino 7 Managing Servers and Users Ÿ September 2011
  • Lotus Domino 7 System Administration Ÿ September 2011
  • ITIL Foundation Certificate in Service Management Ÿ October 2004
  • Avaya. Definity ECS Expert Agent Selection Ÿ August 2002
  • Microsoft Approved Course on Supporting MS W2000 Professional and Server Ÿ November 2001
  • Microsoft Approved Course on Internetworking TCP/IP on MS NT4 Ÿ May 2001
  • Microsoft Approved Course on Exchange Sever 5.5, Design and Implementation Ÿ September 2000


  • Network Support (DHCP, DNS, TCPIP)
  • Desktop Support (W2k, XP, Vista)
  • AD Administration
  • Exchange Administration
  • 3rd Party Contract Negotiation
  • VPN Access
  • PABXSwitch Administration
  • Telephony/Telco Support
  • Software Licensing/Hardware Purchases
  • MS Office Suite Support
  • Lotus/Domino Administration
  • Server Support (2003 and 2008)

Spoken languages: english
Location I am interested in working: United Kingdom