James McPherson
Ukit Business Service Manager @ScottishPower
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WORK HISTORY
Ukit Business Service Manager @ScottishPower
Glasgow, GB
I am currently employed as a Business Service Manager within Scottish Power’s Technology, Platforms, Operations & Cloud Function. I oversee the delivery of IT services to Scottish Powers diverse user-base. I am responsible for promoting a culture of continual service improvement, ensuring this is driven by the Service Leads and Analysts I manage. I am responsible for Service conformance in accordance with ITIL best practice and Group Global standards for Service Desk operation, Request Management, Configuration Management, Service Integration and Service Reporting. My key remits include:• Taking a data driven approach to management of the service through proactive review of SLA’s, KPI’s and OLA’s. Translation of these metrics into Service Reporting aligned with business priorities, ensuring a focus on trend analysis. • Leveraging data insights to support continuous improvement & future investment decisions. • Proactive management of Critical Services with regular review to ensure they are reflective of business-critical processes. • Lead operational integration of new IT services within and, in accordance with, the agreed Support model to ensure successful transition to the operation. • Proactively explore tools, processes and procedures that can enhance our services. • Understanding user feedback and analysing data about the way our users interact with the IT service catalog and content. Utilising insights to shape future content changes, additions and removals where required to drive an enhanced user experience.• Management of a team of Service Analysts, Leads and Contractors.
EDUCATION
University of Strathclyde
MSc in Politics
University of the West of Scotland
Business & Law, Constitutional Law
ABOUT JAMES MCPHERSON
As a Business Service Manager at ScottishPower, I oversee IT service delivery for a diverse user base within the Technology, Platforms, Operations & Cloud Function. With a strong focus on ITIL best practices, I drive continual service improvement with my team of Service Leads and Analysts, ensuring adherence to Group Global standards for Service Desk operation, Request Management, Configuration Management, Service Integration, and Service Reporting. My data-driven approach emphasizes the proactive review of SLAs, KPIs, and OLAs to ensure optimal service performance. With prior experience as a Technical Solutions Manager at Vodafone Business, I contributed to operational management, technical improvements, and service delivery for one of Britain\'s largest retailers. Throughout my career, I have developed expertise in service delivery, incident management, and ITIL-based frameworks, supported by ITIL certification. My work reflects a consistent dedication to enhancing service quality, fostering collaboration, and achieving operational excellence.
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