beBee background
Professionals
>
Manchester
Simon Downes

Simon Downes

IT Service Management\Delivery

Technology / Internet

Manchester, Manchester

Social

Services offered

Dedicated SC cleared IT Manager, with broad ranging experience in people management. Managed a

Global Support Desk, System Release, and Problem Management. Change Control. Project

management experience and Service Operation Centre. Excellent customer liaison and problem

resolution skills, ability to multi-task, whilst working under pressure. Capable of producing quality

documentation to organisational and industry standards. Have a natural ability to get people to give

more, whilst keeping them motivated and focused on the tasks at hand.

Overall flexible, enthusiastic and a committed IT Professional, always ready for the next challenge.


Service operation centre
Project management
Technical support
Customer liaison
It manager
Approximate rate: £ 50 per hour

Experience

Lead in Following Projects

Scope business requirements for new ITSM tool set (Remedy). Engage with suppliers around pre-qualifying questionnaire document. Cost Analysis, purchase and full business engagement through to implementation.

On-boarding of a level 2 technical support team from an external supplier. Inclusive of analysation of current processes, procedures, and workflows in order to provide improvements and value add to the business model. Implementation of Continual Service Improvement Plan (CSI) to allow visual representation of the future roadmap for the team and tooling.

Transition from a service desk to a 24 x 7, 365 day Service Operation Centre team. Consisted of interviewing of all current employees and ensuring suitability for the shift roles. Managed redundancies and re-deployments within the company (MDS).

Set-up a Follow the Sun service desk based over 3 sites to ensure continuity of support for our clients no matter when (Kalibrate).

Set up of initial Service Desk and integration of sister company’s Service Desk for cost savings (Hastings Direct).

Project lead on business wide new telephony system (Mitel). Across 3 sites ensuring no loss if calls and numbers along with infrastructure changes. Brought on board a separate business to integrate them into the same Mitel telephony system


 

Education

ITIL v3 practitioner

ITIL v3 Service Operations


 

Professionals in the same Technology / Internet sector as Simon Downes

Professionals from different sectors near Manchester, Manchester

Other users who are called Simon

Jobs near Manchester, Manchester

  • Service Delivery Manager

    1 month ago

    Axscend Limited Runcorn WA

    Axscend Ltd is a UK based trailer telematics specialist with a passion for innovation. We are looking for a Service Delivery Manager to oversee the successful delivery, operation and continuous improvement of services Axscend provides to customers. · ...

  • EMECA Service Delivery Manager

    2 weeks ago

    The Weir Group PLC Todmorden

    The EMECA Service Delivery Manager is responsible for overseeing and coordinating administrative support activities across all service locations within the EMECA region. · ...

  • Digital Delivery Manager

    1 week ago

    Maxwell Bond Manchester Area

    We're partnering with a forward-thinking public sector organisation in Greater Manchester that's looking for a Digital Delivery Manager to join its expanding IT & Digital function. · Lead the end-to-end delivery of a portfolio of complex digital transformation initiatives, includ ...

See jobs in Manchester, Manchester