Victor Mogba

Managing IT Service Delivery for IT and OT (Operational Technology) within the SSEN Transmission business and acting as the interface between key business stakeholders and the IT/ Operational Technology organization to ensure the delivery of high level Key IT and Operational Technology services.

• Managing the execution of key Service Delivery processes within SSEN Transmission IT and' Operational Technology (OT) domain 
• Ensure the delivery of services meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Owning the relationship with IT and OT stakeholders from a Service Management perspective – managing escalations as they occur and ensuring that issues are resolved promptly and to the client’s satisfaction
• Attend and coordinate regular service reviews, analyzing performance reporting and driving actions for service improvement
• Developing ITIL Service Management standards within the IT and Operational Technology domain and ensure these are adhered to by IT and OT Support teams and business users
•  Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security 
• Analyze service delivery data to identify trends, issues, and opportunities for improvement
• Successfully transitioning services from a project environment into operational service in a sustainable way that enables strong operational standards
• Accountability for Regulatory and Audit Compliance for the defined processes within frameworks such as Network & Information Services Regulations (NIS-R) 
• Managing key suppliers to ensure consistent and quality delivery. Experience handling vendors from a reporting, Procurement, and service management perspective.
• Incident Management, Change Management, Escalation Management, Supplier/ Vendor Management, Customer Relationship/ Stakeholder Management and Engagement

Reporting to and supporting the Head of IT (Renewables) by assisting with the administration, analysis, reporting and communications required for all Service Management areas.

• Change Management, Escalation Management, Customer Relationship/ Stakeholder Management and Engagement 
• Primary point of contact for all IT escalations in Renewables and ensuring they are managed to a successful conclusion for all parties
• Perform in-depth analysis of Operational IT Services to measure health and opportunities for improvement across all IT Services
• Act as a conduit for Incident Management with the Service Desk, Service Delivery and Technology Support Teams
• Enhance IT Service reports/dashboards and communications towards strategic and operational stakeholders to articulate the health and impact of IT Services
• Driving performance within a multi-supplier environment by using effective supplier management methods 
• Working with the IT Service Delivery Manager to embed operational IT processes within newly formed Agile IT teams
• Performing Configuration Management Database (CMDB) tasks
• Develop and enhance stakeholder relationships by acting upon customer feedback and supporting the transformation of the IT Service Management function through the adoption of Agile ways of working further enhanced by the adoption of DevOps
• Provide input to enable consistent and reliable operational IT service to our customers, underpinned by a continual service improvement cycle to ensure we deliver the best value IT service.
• Help co-ordinate and implement continual service improvement initiatives that can demonstrate value
• Work across a diverse IT Services Portfolio underpinned by a variety of IT Systems and Applications

Assist in coordination of Information Communication Technology teams and projects and providing support to the ICT Manager in:

• supporting complex, ICT services including Data Centers, Networks, (voice) Messaging, server, storage and Cloud Services.
• Running regular checks on network and data security
• Identifying and acting on opportunities to improve and update software and systems
• Developing and implementing IT policy and best practice guides for the organization
• Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages
• Liaising with Business Stakeholders on ICT requirements
• Liaising with Global ICT teams to coordinate shared projects
• Providing input to parent Company ICT strategy
• 3rd level technical support
• Overseeing helpdesk operations
• Managing complex ICT Projects
• Implementing and operating team communications plan
• Guiding and managing development of Subordinate team member skills

Managed a focused team in the delivery of IT services for over 400 employees in two office locations (Aberdeen and Edinburgh) and remotely for over 10,000 employees based across the UK.

• Enhance the quality of stakeholder interactions, ensuring quality assurance and KPI are met across all communications 
• Identify and develop service and business improvements, drive analysis, identify, prioritise and implement process improvements and efficiencies
• Proactively coordinate and lead improvements initiatives with internal and external stakeholders
• Take ownership of problems and ensure timely resolution
• Identify needs and engage with stakeholders to collate user needs requirements and use quantitative and qualitative data to focus on outcomes
• People Management, Customer Relationship Management, Project Management and Change Management
• Point of contact for all relevant support, including server, desktop and laptop, hardware, operating systems, updates, upgrades, installations and repairs
• Support for iPads, iPhones and Surface Pros
• Active Directory administration, server installations and configuration
• Provide 2nd, and 3rd line IT and infrastructure support, engineering software and applications support
• Manage SCCM Software Update Point (SUP)
• Perform installation, evaluation, maintenance, and problem resolution for the SCCM server
• Create Advertisement/Collections/Packages/Applications within an SCCM environment

• Postgraduate Degree in Software Technology – The Robert Gordon University
• BTech (Bachelor of Technology) Computer Engineering – Rivers State University of Science and Technology (2.1)