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CV Experienced Project or IT Operations Support Manager, learning Norwegian relocating to Bergen area

Experienced Project or IT Operations Support Manager, learning Norwegian relocating to Bergen area

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CV/Resume ID no.: 106215

Location (Residence): Jacarilla, Spain
Citizenship: United Kingdom
  Native: English United Kingdom
  Other: Spanish Traditional Sort, Norwegian Bokmal, German Standard
Education & Experience: Work Authorization & Relocation:
  Bachelors in Computer Science

Years of Experience: 29 years
Authorized to work in:
Present Location:
   Spain, Alicante
   European Union, Norway
Category Subcategory Ability Experience
IT/Communications Project Management Experienced 29 years
IT/Communications Software Engineer Experienced 17 years
CV/Resume Details
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]

IT Project Manager

2. Work Experience - CV/Resume Part 2 [Mandatory]

Career History

Norwich Union Project Manager 2007 – 2008

This role was in the Pension area. I had responsibility for the implementation of the newly defined pension products and e-commerce quote systems. This role encompassed the macro and micro design phases, ensuring adequate software testing and transfer between the different environments. Resource scheduling as the company utilised ‘off shore and outsourced’ labour to produce the software. Regular MIS and business reporting on project status to stakeholders. Successful negotiations between business areas and IT in delivering projects within specified timeframes.

Key Achievements

• E-Commerce quote product implementation
• ‘Bear-trap’ implementation on stakeholder product
• Regular Stakeholder reporting
• Improved procedures and induction processes

Norwich Union Desktop Remote Support Manager 2006 – 2007

I managed a team of engineers providing a remote support service to a customer base of 60,000 clients. The team is divided equally between the UK and India with a total of 48 staff. I set up this function which included a number of visits to India, cultural training. The support service received support requests from the Aviva global workforce, including customers from Poland, Spain, Europe and Asia. Responsible for budgetary control and applying appropriate financial controls

Key Achievements

• Built and recruited a team in India
• Skills Analysis and elimination of skill single points of failure
• Responsible for cultural and language training
• Implemented new working practices and procedures
• Maintained Service Levels during service transition period
• Successfully managed numerous high profile incidents

Norwich Union Desktop Northern Regional Manager 2004 – 2005

I manage a team of Desktop engineers providing a Break/Fix service to a customer base from North Birmingham to Inverness. My second area of responsibility is the installation function providing an implementation service to the customer base. Initially I was appointed to the role in August 2004 and responsible for the York and Newcastle areas. The restructure process occurred in February and I was appointed to this role in May 2005. I am also responsible for the technology refresh within the Northern area for 12,500 clients. I manage 28 staff across 5 offices in Perth, Glasgow, Manchester, Sheffield and York.

Key Achievements

• Built and developed a team with a new customer service ethos
• Responsible for rationalisation of procedures and practices across the desktop environment
• MI established for the Northern region and monthly improvements in the Break/Fix SLA’s
• Introduced new working culture into the area
• Implemented new working practices and procedures across the Northern Region to improve resource utilisation and Customer Service
• Supplier governance for the third party suppliers C&W, Insight and Jennings – monthly meetings
• Removed ineffective 3rd Party Supplier Service Manager in January 2005
• Successfully resolved a number of HR cases for staff issues
• Career Development for 10 members of staff

Norwich Union Mid Range Technical Services Manager 2001 – 2004

Managed a team of System Administrators, providing key skills to new system implementations using governance principles, ensuring existing SLA’s are met and technical management of different technology service affecting incidents. I had staff management responsibilities in multiple locations.

Key Achievements

• Successfully implemented an IFA commission based system in response to legislative changes resulting in an estimated annual process saving of £300K.
• Vendor Management of IBM and the successful negotiation of several E Commerce assignments resulting in a saving of £150K in 2003.
• Manager of major service affecting incidents across different technology platforms, subsequently reducing system outages by 23% in 2003.
• Analytical identification of Service risks and issues, implementing new projects and reducing service risk by 7% in 2002.
• SLA and OLA governance responsibility for Mid Range services utilising ITIL principles.
• Enhanced the Change Management process and reduced the number of failures due to planned changes by 9% for 2003.
• Integrate staff into the ‘organisation culture’ by initiating courses on Management initiatives.
• Business continuity designed, implemented and tested for the Department.

Harewood Housing Society Systems Project Manager 1998 – 2001

I was responsible for the IT systems implementation and availability. I initiated Supplier governance and contract adherence for the company. Investigated and implemented new solutions for the organisation in line with the Business and legislative requirements. I was system and service compliance Manager for the Year 2000 risks and issues.

Key Achievements

• Successfully implemented the following systems for Year 2000 Service compliance:
1. Simdell Housing Management system
2. Sun Accounts Finance System
3. Integrated office system ‘back office’ functionality, email and Internet access.
• Evaluate and improve business processes prior to implementation resulting in an annual saving of £150K.
• Implemented a Change Management system and a CMDB ensuring risk and issues were fully understood and mitigated by the Business areas, reducing system outages by 35%.
• Designed and implemented Governance for system security and access to sensitive data.
• Designed, implemented and tested IT Business Continuity solution
• Reports to the Management team and Board on new initiatives, including the integration of a Document Image system into the core Housing Management system
• Supplier Service Governance and Contract adherence
• User Group Chairmanship of the Housing Management system, resulting in reduced Software and Support operating costs of 18%.

Dataman UK Project and Technical Manager 1994 – 1998

Managed the Education sector for Sun Solaris solutions and Product evaluation and reduced base costs by 12% following the introduction of different System Suppliers. I instigated technical training courses for Sales staff on new products, allowing the company to increase product sales by 16% in 1995.

ICL UK Office Systems Consultant/Project Manager 1988 – 1994

Implemented 3rd Party software solutions in the Nationwide, Northern Rock and Scarborough Building Societies in the Arrears recovery Departments, allowing a 30% increase in staff productivity in the handling of Arrears progression cases.

CFM Prog/Systems Analyst/Team Leader 1983 – 1988

John Hoskyns Junior Programmer/Senior Programmer 1979 – 1982

3. Education & Training - CV/Resume Part 3 [Mandatory]

Computer Science BSc (Hons) 2.2 1975 - 1979
ITIL Fondation and Practitioners Service Management 2002
Prince 2 Foundation and Practitioner 2003

4. Computer Skills - CV/Resume Part 4 [Mandatory]
• Multi Platform Support Team Manager, Mainframe, Midrange and Desktop
• Prince 2 practitioner
• ITIL Foundation and Principles practitioner in Service and Change Management
• Service Level and Operational Level Agreement governance and adherence
• Software and Best Practice development principles
• Vendor and Partner Management Contract and governance adherence
• Budgets managed to £2.5 million applying appropriate financial controls
• Staff Motivation and Career Development
5. Other Skills - CV/Resume Part 5 [Optional]
Good communicator, good presentation skills. Good negotiator at senior levels. An ability to speak to the target audience in a common language)
6. Additional Information - CV/Resume Part 6 [Optional]
I speak German and a basic level of Spanish. I am currently learning Norwegian with a view to relocating to the Bergen area in the very near future (by June or earlier if a suitable job opportunity arose)


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Experienced Project or IT Operations Support Manager, learning Norwegian relocating to Bergen area
CV/Resume ID no.: 106215

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