Colin Baxter Cmgr

Service Continuity Manager (Incident & Problem) @Travis Perkins plc

Northampton, GB

Managed real-time IT service operations, including incident management, service monitoring, major incident management, and problem management, ensuring full visibility and control of IT operations.• Produced weekly and monthly reporting for the IT Service Director covering major incidents, problems, aged tickets, and SLA performance.• Acted as a trusted 24x7 point of contact for incident management and communication, ensuring prompt service restoration while minimising business impact.• Led major incident management, coordinating cross-functional teams and delivering clear communications to all stakeholders.• Conducted post-incident reviews, capturing lessons learned, creating and managing problem records through to resolution.• Exercised delegated authority to restore services, including mobilising internal/external resources, escalating to senior managers, approving OOH (Out of Hours) changes, and authorising third-party expenditure.• Oversaw the problem management lifecycle, analysing incident trends, coordinating Technology team responses, and reducing repeat incidents reaching the Service Desk.• Maintained and tracked all problem records, ensuring timely resolution and escalation where required.• Acted as Freshservice ITSM admin, supporting the Product Owner with tool development, upgrades, feature releases, and continuous service improvements.• Maintained up-to-date process documentation for incident and problem lifecycles, ensuring alignment with best practice and compliance.• Supported continuous service improvement, service transition, and change management initiatives to enhance IT service delivery.• Worked closely with Service Managers to stay aligned with business activities and share knowledge with colleagues to improve impact assessment.• Provided cover for the Service & Operations Manager during absence, ensuring operational continuity.

Northampton College

BTEC National Award in IT System Support

WCG

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BIMM University

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Chartered Management Institute

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