David Harrison
Head of Service Operations @Metropolitan Police
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WORK HISTORY
Head of Service Operations @Metropolitan Police
A senior leadership position reporting directly to the Director of IT. The role is accountable for circa 50 FTE employees, managing 24/7/365 customer facing operations for over 80 national systems.The Head of Service Operations has responsibility for the Service Desk team, Applications and Data team, Software, Asset and Configuration Management team and the IT Service Support Management team and all associated activities. Accountable for all core ITIL® processes; such as Incident, Major Incident, Service Request, Problem and Change Management. Ensuring implementation and management of IT services is in accordance with the principles and methods associated with industry best practise frameworks (ITIL®). Developing and managing the overall Service Operations strategy in collaboration with business stakeholders, promoting a culture that emphasises service excellence, continual service improvement and customer satisfaction.Management of a large number of substantial, multimillion-pound, live service and application commercial contracts. Holding commercial suppliers to account by representing the authority and business interests at Service Reviews and other commercial engagements to ensure value for money and high availability and performance of service offerings to stakeholders.
EDUCATION
Coventry University
Master of Arts - MA, Leadership and Management
SKILLS
ABOUT DAVID HARRISON
David has worked within the Information Technology industry for over a decade, in both Public and Private sectors, and specialises in IT Service Management (ITSM) and maximising value outcomes through the effective delivery of IT enabled services. In addition to a demonstrable career history in ITSM, David is also highly qualified in industry best practise frameworks, such as ITIL®. Validating his career experience by becoming a designated ITIL®4 ‘Master’ whilst previously attaining certified \'Expert\' status in ITIL®3.An effective leader and communicator, David is adept at stakeholder engagement and management and is able to operate confidently and comfortably at strategic, tactical and operational levels within an organisation. Awarded a Master of Arts (MA), with Merit, in ‘Managing and Leading People’ from Coventry University, David is versed in modern business management practises and skillsets.SPECIALISMS- IT Service Management: Agile / ITIL® Process Design & Implementation- Stakeholder Engagement: Service Level Management (SLM) & Business Relationship Management (BRM)- Strategic Leadership & Vision: Innovative Solutions for Business Issues- IT Operations Management: Technologies, Environments & Disciplines- Contract Management: Supplier Relationship & Commercial Liaison / Tenders- Service Transition, Design & Delivery: Project & Programme Governance- Security & Information Assurance: Confidentiality, Integrity & Availability- Management Intelligence: Information Analysis, Data & Metrics- Programme & Project Delivery: Organisation, Problem Solving, Issue & Risk Management SELECT QUALIFICATIONS & CERTIFICATIONS- Master of Arts (MA) with Merit- ITIL®4 Master - ITIL®4 Strategic Leader (SL)- ITIL®4 Managing Professional (MP)- ITIL®4 Practice Manager (PM)- ITIL®3 Expert- PRINCE2® Foundation & Practitioner Certified- Certified Agile Service Manager (CASM®)- Certified Agile Scrum Master (CSM®)- Data Science Foundation Certified- Certificate in Security Management Principles (CISMP®)
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