Rob Ford
Senior Manager - Service Operations @KPMG UK
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WORK HISTORY
Senior Manager - Service Operations @KPMG UK
Bristol, GB
Provide leadership and direction on service operational, and assurance matters through a team of Service Managers and Analysts. Provide a single point of escalation for service operations and provide direction to EWT service delivery. Key Responsibilities: • Contribute to defining and managing the end‐to‐end service strategy for the Empowered Value Chain, ensuring consistent service across the landscape. • Periodically review service metrics and monitor the performance of service delivery across the value chain (incl. product vendors). • Responsible for central coordination of major root cause investigations, high priority incident resolutions and service improvement implementations. • Liaise closely with the contract management team to ensure vendor contracts are being met and engage support for contract management for new and existing third‐party vendors. • Chair governance forums for periodic service reviews and provide reporting to leadership, e.g, Platform Owner, EWT Service Ops Lead. • Consult with the Release Manager on in‐scope application release activity. • Coordinate with the Tech Ops Leads on vendor support with in‐scope applications. • Manage budgets associated to service performance • Direct line management of service analysts. • Monitor and drive compliance for regulatory, security, resilience and data protection • requirements set by EWT. • Build and maintain strong relationships with key stakeholders across EWT and KBS, whilst promoting a customer‐centric business approach.
EDUCATION
Monks Park Comprehensive School
GCSE's including English, Mathematics & Science
University of the West of England
Computing
ABOUT ROB FORD
As a dedicated professional, throughout my career, I have built a track record in leading and managing teams in providing world-class service operations to businesses while utilising ITIL v4 best practice framework. My strength lies in the design and implementation of core IT business processes that meet business requirements, responding to IT demands that pave the way towards the achievement of company goals. I add value and contribute to the success of organizations by digital/service operations transformation as well as delivering industry-leading services and solutions to global enterprises. I have a remarkable successful history of building high-performing service management and operational teams to ensure consistent value delivery to the business and its customers. I am highly proficient in SAFe Agile, Waterfall, Digital Transformation, SIAM, DevOps, Automation and AIOps. During my initial career, I was recognized by employers for the following achievements- Transformed the operating model to support digital product componentisation and legacy technology services in collaboration with DWP executive- Reduced time to allocate resources; implemented a demand management capability in ServiceNow to manage all demand requests effectively- Established a “Proactive Service Management” framework that aligned all processes, teams, and works as an integral part of a collaborative community- Designed and implemented ITIL lifecycle processes for multiple global organisations focusing on continual service/operations improvement- Acknowledged as an accredited reviewer for various books and wrote the foreword for ITIL® 4 Direct, Plan and Improve (DPI): Your companion to the ITIL 4 Managing Professional and Strategic Leader DPI certification- Produced a Service Catalogue for Ambitious About Autism to optimise the process of engagement with businesses in 2021 while raising awareness of inclusion across the industry. If you want to know more about me, please feel free to connect.
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