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BT (UK)Service Process Design Lead for the London LSP NHS Programme. Responsible for developing Service Management/ITIL processes; creating Service Management Plans; implementing BS15000 for PACS and ensuring compliance to BS15000.
Service Implementation Manager for PACS (a subset of London LSP); managing staff, suppliers and 3rd party service provision.
Various (Europe)
Accredited ITIL Trainer for major Training Providers, training in ITIL/ITSM Foundation and Manager's Certificate.
BT EXACT (UK)
ITIL Process Consultant for the NHS NPfIT Project for NEE&EM LSP. Created Incident, Change and Problem Management processes and procedures for the Production environment. Considered an ITIL subject matter expert. Advised on BS15000 compliance.
BNP Paribas (UK)
Advised on the introduction of a Major Incident Management process and presented the resultant process to Management and staff.
DHL (UK)
Took part in the Global Service Desk project, which had as its primary aim the improvement of IT Service Delivery to DHL sites all over the world. As a Master Trainer I was responsible for designing bespoke training sessions for UK and Ireland locations. (The GSD project was part of ITIL implementation, which helped DHL to comply with the Sarbanes-Oxley (SOX) Act, 2002).
MG Rover Group (UK)
Introduced Service Level Management and the new role of Service Leader to the IT Support teams. Trained all levels from Managers to Service Leaders.
Nestle SA (Switzerland)
Personally trained > 300 people in the Peregrine ServiceCenter software and Service Management (SM) as per ITIL standards. Advised on ITIL processes. Created courses, handouts and reference guides. Returned to provide ITIL/training support for Phase 2 of ITIL/Peregrine implementation (Change Management).
Hewlett-Packard (Denmark & UK)
Training in HP OpenView Service Desk software and Service Management (SM) as per ITIL standards. Provide advice to clients relating to implementing Service Desk and ITIL. Training in Implementation and Process Design as well as Application Coordinator roles. Training in Essentials in ITSM (EXIN Exam) for HP Denmark. (Freelance basis)
ICL
Trained in the Peregrine/ICL ServiceCenter software as per ITIL standards.
Marks and Spencer
Trained in the Peregrine/ICL ServiceCenter software. Training middle managers in Service Level Management (SLM) as per ITIL standards. Facilitated workshops looking at implementation of SM (processes). Coached on Customer Service, Assertiveness and Practical Problem Solving.