tim walsh

* Permanent Role Duration: 1990 to June 2000 * Role: Various roles in I.T. Operations up to Operational Services Delivery Manager, prior to Granada takeover. * Achievements and Experience: * Developed contracts and SLAs with UK/USA suppliers for critical Informix, SAP & Oracle services * Managed 3rd party suppliers to deliver services in line with costs, contract & SLA * Management of 24 operational staff across 7 x 24 shifts * Formulated & managed departmental budget of over £5m p.a. * Conducted Service Management and monthly Service reviews against KPI * Produced corporate Business Impact Analysis to inform Disaster Recovery (DR) Plans * Constructed DR Plan, followed by successful rehearsals at IBM BRCS * and * Constructed Invitation to Tender & managed outsourcing of systems.

* Contract Duration: May 2001 to Sept 2002 * Role: Service Planner (Analysis of client demand to interpret impact on I.T. consumption and future capabilities). * Achievements and Experience: * Representative for Barclaycard and Barclays Capital within Service Planning team * Managed Client short & medium term service requirements, namely: * Liaised with Service Design teams to maintain Service Information Framework * Worked with I.T. Bid Management teams & Business areas * Defined future impacts on SLAs, underpinning OLAs and contractual Ts & Cs * and * Developed Service Plans detailing both current (SLA, tariffing, OLA) & future state assessments * consumption, demand, major changes, improvements & opportunities).

* Contract Duration: May 2000 to May 2001 * Role: Service Reporting Specialist (Analysis of issues to determine implications on Availability & Performance). * Achievements and Experience: * Developed, and handed over to AXA, improved processes for service reporting * Established effective and successful relationships with senior AXA business contacts * Collated information regarding major incidents (root cause analysis, corrective and future preventative actions) * Quantified business requirements for monthly Service Management Report * Produced monthly Service Management Report for Help Desk Performance * Incidents * Escalations * Changes * System Availability * System Performance * Service Improvement Initiatives * and Service Protection Initiatives * and * Adhered to key ITIL principles as part of AXA Shared Services implementing the ITIL model.

Responsible for I.T. Operations delivered out of UK and European Data Centres, delivering time-critical logistics services. Experience of initial service take-on from Australia through to expansion within Europe and USA.

* Key Achievements * Managed Supplier to deliver Service Availability in excess of 99.6% for last 5 years * Service Managed integrated workforce services for a user base of 1.4m (15,000 max concurrent) and against a budget of £25m pa * Developed strong and lasting relationships with NHS and Supplier teams * Oversaw implementation of ITIL based processes, including agreements on KPIs and SLAs * Witness tested and quality assured NHSESR BCDR Plan, successfully rehearsed annually * Member of Exit Plan and Supplier Onboarding team * Constructed a range of Operational Acceptance Tests for Service Transition * BAU Service representative for Incident, Problem and Security Management * BAU Service representative on Operations/Performance and Security/Privacy Boards