Adam English
Senior Service Manager @Wavenet
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WORK HISTORY
Senior Service Manager @Wavenet
The role of the Senior Service Manager is a respected, customer facing position with a holistic view of the customers’ existing and future IT Service provision. An internally and externally facing role accountable for the effective management of current, future, and retired services. Management of customer’s expectations throughout the service lifecycle, being responsive, communicative, and innovative in engagements with the customer and working closely with internal stakeholders across Wavenet to deliver a positive customer experience.> Full understanding of the customer contract and obligations, identifying any gaps and risks and mitigating where required.> Establishment of key external and internal stakeholder relationships and to act as a point of escalation to support strategic goals and opportunities for the customer.> Adherence to established governance structure as defined for the Service Management function - including KPI’s and measures against efficiency, quality, and cost to ensure the customer is receiving value for money.> Manage regular, structured and value add meetings with the customer ensuring the appropriate preparation, data presentation and analysis, and action tracking.> Travel to customer sites to attend Service Review meetings as required, or other meetings when requested.> Management of the Service Management Reports, driving Continual Service Improvement Plans and Customer Satisfaction.> Driving ITIL (Information Technology Infrastructure Library) principles and promoting best practice.> Provide an escalation point to both external and internal stakeholders related to incident, problem, and change.> Manage Service Management improvements including delivering industry best practice, processes, and engagement models relative to the customer.> Support the requirement for compliance with partner and external accreditation, e.g, ISO27001 and
EDUCATION
APMG-International
PRINCE2 Foundation
New College Durham
AVCE ICT
Hewlett-Packard
Lean Six Sigma White Belt
Fyndoune Community College
GCSE
QA Ltd
ITIL V4 Foundation in IT Service Management
BCS, The Chartered Institute for IT
ITIL V3 - IT Service Management
SKILLS
ABOUT ADAM ENGLISH
A highly qualified, ambitious, forward-thinking IT Professional with over 22 years experience working within large ITIL aligned IT Service Management environments at Hewlett Packard, Daisy Corporate Services and Wavenet. Experienced IT Manager within ITSM, with a drive and enthusiasm to manage and develop great IT services. Strong customer focus and care, thrives on customer satisfaction and holds a great passion for driving forward improvement projects to achieve outstanding results for the customer.Holds a wide range of ITIL IT Service Management qualifications, as well as PRINCE2 and Lean Six Sigma certifications. Specialist in ITIL Service Operation and Continual Service Improvement.Described as an inspirational individual by Senior Management, highly respected by peers and customers alike. Achievements: ˃ Involved in the start-up and governing of a large scale CSI Programme integrating ITIL support functions and Service Management processes across multiple suppliers. ˃ Managed a complex multi supplier CSI Programme that led to cost savings to the business in excess of £2.5m. ˃ Developed and governed an Improvement Programme across an HP UK Cloud Programme which saw up to 100 new ideas registered in 11 months. Highlights included up to £100k cost savings as well as automating manual processes leading to improved customer service and man time savings. ˃ Improvement model I developed for the HP UK Cloud Programme used as a standard model across other HP sites in the UK & I to gain further benefits. ˃ Successful implementation of IT Service Management processes and tooling within a large scale Cloud Programme. Specialties: Interacting effectively at all levels of the business, Building high performing processes and teams, IT Service Management, Team Leadership, Major Incident Management, ITIL, Creating and driving forward Improvement Programmes, Delivering quantifiable business benefits to customers.
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