Matthew Jones

Managing a service with the responsibility for ensuring AstraZeneca’s global IT infrastructure, across all platforms, receive security patches within a risk vs impact framework and threat mitigation approach. Key activities: • Service ownership of global security patch implementation service on behalf of the customer within the $1.7b outsource contract • Internal Service Management of the service within a global account with other service delivery towers and competencies; including Change, Release, Incident and Problem • Establishing and delivering SLA, OLA and KPI targets with the customer and within the global account team • Process ownership, including creation/transformation of process document and workflow modelling in a complex ITIL environment. • Implementation of global improvements, including interface definitions and process integration activities with existing services and new projects • Leading risk vs benefit analysis and impact assessment statements for the customer, whilst also capturing and managing risk against non-installations. • Leading a large team across multiple countries and acting as global focal point across organisations within both businesses • Ensure rigorous adherences to all security procedures are maintained at all times, and ensure SLA achievement is achieved through consistent application of ITIL practices. • Focal point of external and internal audits, including experience of SOx audit

AstraZeneca’s Mail Migration Programme is a global project to replace its existing Exchange 5.5 infrastructure with Exchange 2003, and to migrate its user base to the new environment. As Project Coordinator my responsibilities were to meet any requirement that the project raised, specifically focusing on Service Delivery and user impact mitigation. • Developed and implemented a Global Service Delivery Model to handle Migration related issues. • Conduct ongoing risk assessments of all proposed procedures for their likely user impact, and document processes to avoid or mitigate them.

My initial position was as Service Leader for the 2nd Line User Administration team, before taking responsibility as Principle Service Leader for the whole UK Helpdesk and the Helpdesk in India throughout the transition process to Bangalore, managing both services and all issues and complaints that arose. • Ultimately responsible for a team of approximately forty people providing IT Helpdesk functions and administration for approximately 37,000 users. • Successful delivery of SLA achievement for the duration of my management, with average achievement rising by 30%. Identified new KPI’s and OLA’s to build delivery consistency. • Successful leadership and motivation of the UK Helpdesk ensuring its transition to Bangalore without any loss of performance. • Implementation of new process with global scope across AstraZeneca

Technical 1st Line Analyst

• 2003 – 2004: IT Services Technician Bolton Sixth Form College • 2003 – 2004: Freelance Technical Support BBC 'Merseybeat' (Contract) • 2002 – 2003: Data Entry Operator Marlborough Fund Managers