Ben Blackmore

About Ben Blackmore

Senior IT Service Management leader specializing in Problem Management, ServiceNow ITSM governance, and global operations across service desk and infrastructure support.Focus areasProblem Management leadership, ITSM process design, governance, and continuous improvement.

Experience

1. Senior Manager, IT Problem Management

   Thermo Fisher Scientific

   May 2022 — Present · Carlsbad, CA, US

   As Problem Process owner I have overall responsibility for ensuring the suitability of the Problem Management process to the Thermo Fisher organization. Defining the overall mission of the process. Documenting and maintaining the process and procedures. Ensuring proper staffing and training for execution. Directing the Problem Management roles. Arbitrate in any dispute over the allocation of responsibilities & resolving any cross-functional (departmental) issues. Establishing and communicating the process mission, goals, and objectives to all stakeholders. Overview the communication campaign to promote awareness and acceptance of the Problem Management process. Monitor and review the execution of the Problem Management process at a high-level, ensure it remains consistent with the organization’s evolving culture and ITSM strategy and ensure coordination with all other ITSM and IT Infrastructure Management processes. Ensuring consistent execution of the process across the organization. Monitoring, measuring, and reporting on the effectiveness of the process to senior management. Continually improving the process.When acting as Problem Manager I am responsible for getting problems permanently resolved or prevented as soon as possible by overseeing the problem ticket, making sure the process is being followed & timelines adhered to. Assessing problems to ensure they are genuine. Monitoring and controlling the detection, recording, assignment, escalation, and resolution of problems. Coordinating decisions on whether to apply a fix. Driving the efficiency and effectiveness of the problem management process. Perform regular checks to see if the process is being followed as described. Participate in the process review meetings. Implement process improvements. Report on the described process performance indicators. Provide the problem management coordination. Reviewing problems to check for quality and completeness.

Education

• Wootton Bassett

  GCSE, English, Business Studies, Science, IT

  1993 — 1998

• Swindon college

  Advanced GNVQ Computer Engineering, Computer Engineering

  1998 — 2000

Skills

• Network Administration
• Virtualization
• Routers
• Computer Security
• Vsphere
• Microsoft Certified Professional
• Data Center
• Vmware Esx
• Domain Name System (Dns)
• Tcp/Ip
• Dynamic Host Configuration Protocol (Dhcp)
• Itil Certified
• Windows
• Dns
• Help Desk Support
• Dhcp
• Deployment
• Storage Area Networks
• Software Installation
• Citrix Xenapp
• Itil Process
• Service Desk Management
• Microsoft Office
• Vmware Vsphere
• Windows 7
• San
• Dns Management
• Microsoft Exchange
• Windows Xp
• Windows Server 2008
• Itil Implementation
• System Deployment
• Servers
• Itil
• Service Delivery
• Windows Server 2003
• Technical Support
• System Administration
• Computer Hardware
• Vmware