Alex Morgan
Global Allegro Service Delivery Manager @NTT DATA
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WORK HISTORY
Global Allegro Service Delivery Manager @NTT DATA
London, GB
Allegro Global Service & Support Manager Leading the global support service of an Energy Trading & Risk Management platform on behalf of NTT Data Accountable for the global support of the ETRM system functioning in India, Singapore, Australasia, Europe, NA, & SA Leading the 3 regional teams in India, Europe (Spain, Portugal, UK) & Americas (Mexico, Canada, USA) Direct engagement with the client’s Global IT Trading Product Manager Agreeing delivery focus areas and priorities Providing and reviewing the weekly status with the client Chair the monthly service and KPI review and annual service review with client CIO Owner of the Incident (including out of hours escalations), Problem and Change Management Owner of the end to end platform maintenance across the technology stack Achievements: Restructured the team and resources, introducing an AsiaPac Team, creating a brilliant and diverse culture with empowerment, internal development and learning at its core, significantly improving retention Introduced new management structure based upon DevOps & agile methodologies, ensuring clear responsibilities, handoffs and touchpoints Evolved the service to a 24 x 5 follow the Sun model Introduced monitoring services to enhance the proactive support and problem solving Upgraded the Oracle platform & oversaw multiple major functional releases, ensuring Quality Assurance (QA) requirements met and implementation plans tested and prepared Built excellent relationships with the client and with the competing IT 3rd parties
EDUCATION
Coventry University
Mathematics and Computer Science
SKILLS
ABOUT ALEX MORGAN
Qualified APM Managing Successful Programmes, Prince 2 Practioner, ITIL Service Manager (v2), ITIL Expert V3, ITIL V4 Fundation, MSP Practioner, Management of Portfolios.With many years experience across a breadth of IT roles I am well versed in the complicated nature of providing and delivering IT services. I am adaptable, pragmatic, enjoy change, learn quickly and create a great working environment. I have performed a number of varied roles, thriving in all of them, building up an unusual blend of Information Systems (IS) organisational and technological knowledge. Consequently I am able to influence effectively at all levels of an IS organisation, conversing on a very wide range of subjects, whether its people, skills, technology, governance, solutions, finance, etc. Specialties: Agile & Waterfall, Programme Management, Project Management, Stakeholder Management, Risk Management, Infrastucture Delivery, ITIL, Negotiation, IT Security, Client Interface, Server & Desktop Management, Resource Management, Patch Management.
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