Neil Hobson

Dedicated and versatile IT Service Manager since 2001 with significant experience in owning and operating IT services globally. Providing stability and excellence to service delivery using ITIL methodologies. Excellent leadership skills with mindset to mentor and train individuals and groups to develop and improve. Strength in owning and delivering service improvements, while ensuring a strong and stable solution through detailed knowledge of incident, problem and change management. Strong customer facing, communication and negotiation skills with a good track record of continuous service improvement and stability through challenging architecture changes and significant customer pressure for increasingly complex and rapid change. Has a strong ownership mindset and a drive to excel. Also has experience in managing multi customer cloud environments covering both shared and dedicated hosting spaces. 

• Strong communication, customer facing and negotiation skills. 
• Adept in practical application and process ownership of ITIL methodologies.
• Significant experience in, and ownership of, escalation control processes.
• Process ownership for incident, problem and change management in global environment supporting multi-billion-dollar business on SAP solution.
• Service improvement ownership and delivery on global and regional basis.
• Management and ownership of third-party vendor relationships, working directly and through customer relationship managers.
• Creation and delivery of training sessions for a wide range of subjects and processes, including ITIL basics.
• Continuously customer facing for escalations, reporting and other requirements.
• Out of hours support for critical ITIL processes and escalation support.
• Management of global service delivery, with approx. 90 employees in several locations, including 15 direct reports.
• Management of financial aspects of customer account ownership.
• Project Management including delivery of global expenses solution to existing infrastructure covering approx. 600 users, with zero loss or reduction in service. 

Sunderland University 1997 to 2000.

                                    Passed HNC in I.T. Management and Computer Support.

Qualifications:                            SAP FI/CO certified, ITIL V3 Manager, ITIL V4 foundation. 

Various technical training courses, including SAP technical trainings, Ivanti Admin, Kepner Tregoe problem solving and decision making, Train the Trainer sessions.

                                    Member of British Computer Society since 2004.