Leon Richards
Service Management Consultant @Equal Experts
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WORK HISTORY
Service Management Consultant @Equal Experts
Currently undertaking Platform Support Model Transformation at HMRC - Leading a comprehensive review and transformation of platform support operations across 11 teams, with the goal of establishing a unified, efficient, and scalable support model.Key Responsibilities include;Operational Review: Assess all platform areas to identify and document current operational responsibilities across 11 distinct teams.Roles & Responsibilities (R&R) Mapping: Clarify ownership boundaries and overlaps, enabling clear accountability and identifying opportunities for streamlining.Improvement Initiatives: Pinpoint systemic inefficiencies and propose wholesale enhancements to support processes and team structures.To-Be Support Model Design: Develop a future-state support framework aligned with business needs, including standardized SLAs and escalation paths.Implementation Leadership: Drive adoption of the proposed support model, ensuring alignment across teams and seamless transition from current-state.Governance Review: Evaluate existing governance mechanisms and core support processes to identify fragmentation and gaps.Process Harmonization: Align disparate support practices into a consistent set of common processes across all teams.Tooling Enablement: Ensure support tooling capabilities are fully understood, leveraged, and embedded to reinforce the new operating model. DeliverablesA clearly defined and documented operational landscape across all teamsA unified support model with measurable SLAs and governance controlsStreamlined processes and tooling that enhance efficiency and accountabilityImproved cross-team collaboration and reduced operational friction
EDUCATION
Sheffield Hallam University
HND Business Information Technology
Sheffield Hallam University
BSc Hons
SKILLS
ABOUT LEON RICHARDS
Self-motivated and enthusiastic Security Cleared (SC) Senior IT Service Consultant with…
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