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Senior Service Delivery Manager
Matt de Freitas
,
MORDEN, United Kingdom
Experience
Other titles
Skills
I'm offering
I am a confident, versatile and enthusiastic professional with extensive experience as an IT Manager, Senior Service Delivery Manager, Project Leader and in Business Continuity Management for a FTSE 100 company & leading brand companies.
Acknowledged as a highly focused and committed individual, I have been entrusted with taking full accountability for IT Service & Project delivery within some of everis' longest standing clients in the UK, Burberry & Enstar, as well as implementing and managing solid service delivery processes so as to ensure excellent company reputation.
I am passionate about working to the highest standards and have the ability to implement successful projects at both local and global levels.
With 20 years IT management experience, I am now looking for a new position with a forward-thinking and reputable company, where I believe my excellent work ethic and ability to succeed in fast-paced, high-pressure environments will lead to me becoming a valued employee.
Acknowledged as a highly focused and committed individual, I have been entrusted with taking full accountability for IT Service & Project delivery within some of everis' longest standing clients in the UK, Burberry & Enstar, as well as implementing and managing solid service delivery processes so as to ensure excellent company reputation.
I am passionate about working to the highest standards and have the ability to implement successful projects at both local and global levels.
With 20 years IT management experience, I am now looking for a new position with a forward-thinking and reputable company, where I believe my excellent work ethic and ability to succeed in fast-paced, high-pressure environments will lead to me becoming a valued employee.
Markets
United Kingdom
Links for more
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Language
English
Fluently
Ready for
Larger project
Full time contractor
Available
My experience
2017 - 2019
job
Senior Service Delivery Manager/Project Leader- Burberry/Enstar/NRI
EVERIS.
Responsibilities
• Management and full accountability for all everis IT Services delivered into my clients
• Ownership of P&L - reporting full finance status to everis UK CEO monthly
• Leading all IT Projects delivered into Burberry
• Single point of contact for Operations director and key stakeholders
• Delivery of Application Management service for Insurance underwriting tool (Eclipse) & Big Data Hub (Cloudera/Hadoop)
• Ensuring all everis IT services implemented under ITIL framework, including internal Incident, Problem and Change Management
• Assisting Head of Consultancy & Head of Infrastructure in responding to business opportunities and RFPs
• Development and responsibility for Continual Service Improvement
Key Achievements
• Planned and developed new service model as part of the contract renegotiation to deliver £500k savings to Burberry
• Initiated Business Process Optimisation project (with Robotic Process Automation) into Enstar
• Implementation of major Service Improvement Plan which markedly improved service and customer satisfaction leading to new contract signing after 3 years of rolling contract extensions
• Creation of IT Service Catalogue for Burberry & other everis UK Consultancy accounts
• Key role in responding to RFP to deliver Big Data solution to a global media organisation
• Delivered Service & Service Management component of winning £15m Application Management RFP with EMA
• Deployment of training programme for Burberry and other account personnel for everis Cloud Services
• Integral role in securing contract agreement for HP support refresh in Barcelona data centres
• Management and full accountability for all everis IT Services delivered into my clients
• Ownership of P&L - reporting full finance status to everis UK CEO monthly
• Leading all IT Projects delivered into Burberry
• Single point of contact for Operations director and key stakeholders
• Delivery of Application Management service for Insurance underwriting tool (Eclipse) & Big Data Hub (Cloudera/Hadoop)
• Ensuring all everis IT services implemented under ITIL framework, including internal Incident, Problem and Change Management
• Assisting Head of Consultancy & Head of Infrastructure in responding to business opportunities and RFPs
• Development and responsibility for Continual Service Improvement
Key Achievements
• Planned and developed new service model as part of the contract renegotiation to deliver £500k savings to Burberry
• Initiated Business Process Optimisation project (with Robotic Process Automation) into Enstar
• Implementation of major Service Improvement Plan which markedly improved service and customer satisfaction leading to new contract signing after 3 years of rolling contract extensions
• Creation of IT Service Catalogue for Burberry & other everis UK Consultancy accounts
• Key role in responding to RFP to deliver Big Data solution to a global media organisation
• Delivered Service & Service Management component of winning £15m Application Management RFP with EMA
• Deployment of training programme for Burberry and other account personnel for everis Cloud Services
• Integral role in securing contract agreement for HP support refresh in Barcelona data centres
It, Service Delivery, Winning, Manager, Framework, Underwriting, Application Management, Service Delivery Manager, Organization, Insurance, RFP, Development, Ceo, Infrastructure, Implementation, Support, Change management, Cloud services, Robotic process automation, Eclipse, Service, Optimization, Hadoop, Finance, Service Management, Management, Deployment, Cloud, Automation, ITIL, Training, Big Data
2014 - 2017
job
Head of Service Delivery
NANDO'S.
Responsibilities
• Management of all IT Services within the UK & Ireland business for Nando's, including restaurant maintenance, hosting services, telecommunication services and PED payment services reporting into the CTO.
• Responsibility and management of IT Services P&L (including IT Services projects)
• Accountability for Nando's internal IT Servicedesk - management of 10 staff
• Landing of high profile projects seamlessly to the business
• IT single point of contact with senior stakeholders within Nando's Operations and Nando's Management Board - IT representative at regional Ops director's monthly meetings
• Vendor manager for all Nando's key IT suppliers: Ingenico, NCR, Barron McCann, O2, Rackspace, CDW, Softcat, Redcentric, BT, Paytronix & Gamma
• Responsible for all project transition into service
• Creation of Nando's IT Business Continuity Plan
• Introduction of proactive maintenance and enhanced IT relationship (one on one) for restaurants
Key Achievements
• Seamless delivery, as project manager, of new restaurant maintenance partner improving standard SLA from 4-5 days to 4hrs with minimal cost increase via full RFP process. High impact on service within restaurants
• Onboarding, including contract negotiation and service level agreements as part of project board of 3 new suppliers: Gamma (unified communications), Paytronix (new loyalty system) and Ingenico (integrated chip & pin)
• Oversaw smooth migration of mobile phone services from Vodafone to O2
• Being recognised as "Bridging the gap" between Nando's IT and Operations through enhanced communications and business engagement
• Setup service structure for all IT vendors, including focus on SLA achievement, service meetings, incident management (including delivery of root cause analysis) and problem management
• Integral part in Technology team achieving highest ever business rating within Nando's
• Ownership and successful implementation of the first ever full DR test
• Nominated and accepted as a Nando's partner
• Management of all IT Services within the UK & Ireland business for Nando's, including restaurant maintenance, hosting services, telecommunication services and PED payment services reporting into the CTO.
• Responsibility and management of IT Services P&L (including IT Services projects)
• Accountability for Nando's internal IT Servicedesk - management of 10 staff
• Landing of high profile projects seamlessly to the business
• IT single point of contact with senior stakeholders within Nando's Operations and Nando's Management Board - IT representative at regional Ops director's monthly meetings
• Vendor manager for all Nando's key IT suppliers: Ingenico, NCR, Barron McCann, O2, Rackspace, CDW, Softcat, Redcentric, BT, Paytronix & Gamma
• Responsible for all project transition into service
• Creation of Nando's IT Business Continuity Plan
• Introduction of proactive maintenance and enhanced IT relationship (one on one) for restaurants
Key Achievements
• Seamless delivery, as project manager, of new restaurant maintenance partner improving standard SLA from 4-5 days to 4hrs with minimal cost increase via full RFP process. High impact on service within restaurants
• Onboarding, including contract negotiation and service level agreements as part of project board of 3 new suppliers: Gamma (unified communications), Paytronix (new loyalty system) and Ingenico (integrated chip & pin)
• Oversaw smooth migration of mobile phone services from Vodafone to O2
• Being recognised as "Bridging the gap" between Nando's IT and Operations through enhanced communications and business engagement
• Setup service structure for all IT vendors, including focus on SLA achievement, service meetings, incident management (including delivery of root cause analysis) and problem management
• Integral part in Technology team achieving highest ever business rating within Nando's
• Ownership and successful implementation of the first ever full DR test
• Nominated and accepted as a Nando's partner
Project Manager, Management, Test, Service, Onboarding, Technology, It, Hosting, Cto, Implementation, Incident Management, RFP, Manager
2000 - 2014
job
British American Tobacco - Various middle management IT roles
British American Tobacco.
Service, It, Service Delivery Manager, Manager, Service Delivery
1994 - 2000
job
Halifax, Bank Departmental Manager, IT Training Manager
unknown.
Training, It, Manager
My education
Loughborough University
BSc, Mathematics and Sports Science
BSc, Mathematics and Sports Science
St Johns College
Secondary, N/a
Secondary, N/a
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