Colin Shaw
Information Technology Service Delivery Manager @Total Computer Networks
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WORK HISTORY
Information Technology Service Delivery Manager @Total Computer Networks
Responsible for managing the performance of IT services provided to multiple clients to ensure that service levels are achieved and maintained. Achievements / Key skills / Experience: Develop and execute plans to deliver agreed priorities based on each client’s objective. Incident Management, Change Management, Problem Management & Major Incident Management for multiple clients. Built a trusted advisor relationship with multiple clients at multiple levels to ensure an effective Partnership. Engaged in regular service review meetings with the client to review targets, obtain feedback, follow-up actions, and proactively manage service or solution change. Work with customers and own service design and transition into Go-Live. Maintain and report on pre-agreed SLA’s and OLA’s for each Clients solution. Contribute to the development and maintenance of strategy and budgets. Manage the Service Design and Transition of a portfolio of projects – reviewing, contributing and being responsible for the relevant project documentation throughout the IT Lifecycle. Manage the transition of new or changed services into production, ensuring that they meet the standards and criteria for implementation into the production environment. Analyse service level trends and implement service improvement programs where necessary. Assist in the design or modification of business-driven SLA’s and OLA’s and associated mechanisms for monitoring and reporting on these.
EDUCATION
University of Sunderland
Bachelor's degree, Business Administration and Management, General
ABOUT COLIN SHAW
I am a determined, driven, and innovative IT Service Delivery Manager, outstanding…
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