Graham Judd

Information Technology Service Management Manager @Fiserv

Basildon, GB

As the IT Manager, I oversee the development and enforcement of Standard Operating Procedures (SOPs) for Problem, Change, and Incident Management, as well as manage the teams responsible for executing these processes. My role involves collaborating with various internal departments to ensure they comply with these procedures and to communicate any updates or amendments effectively.I frequently engage in out-of-hours Incident Management activities to address issues raised by clients or internal departments promptly, thereby supporting the operational and technical facets of the company.Furthermore, I supervised two other teams. One team is focused on ensuring timely notification to clients of changes that are being applied tom the Production environment and the other teams id focused on producing relevant Management Information for Incidents, Problem and Changes reported on the system- Drive and control the Problem, Incident and Change management activities in alignment with the ITIL best practises- Manage peer to peer relationships with suppliers and resolvers- Oversaw the clarification surrounding the severity of all levels of incidents in order to execute the correct Incident Management process- Produced comprehensive incident / KPI reports to a variety of audiences, including Senior Management using data pulled from ServiceNow- Ensure all SLA’s are achieved for the production of Problem, Incident and Change documentation to meet clients expectations- Manage and Coordinate Problem Management activities- Managing stakeholder communications for Major Problems