I’m looking for IT Service Delivery, Service Desk and IT Operations management roles, in Scotland’s Central Belt (office, hybrid or remote) and across northern England, including working away from home. I would also consider relocating for the right role. Permanent, or contract inside IR35. Available immediately.
Looking for a job
David Marriner
@davidmarriner
IT Service Delivery Manager: 25+ years running 24/7 service operations and holding suppliers to SLA. ITIL, ServiceNow, Major Incident Mgmt.
United KingdomWhat I'm looking for
IT Service Delivery Manager with over 25 years’ experience running 24/7 service operations and holding outsourced suppliers to account in complex, multi-vendor environments. Brought an underperforming supplier back within SLA, helped set the service standards for an incoming supplier by challenging its process manuals before go-live, and provided commercial oversight of IT supplier billing, checking and processing every invoice (£7.1 million over an 18-month period) and stopping or recovering over £500,000 of incorrect charges. ITIL Foundation certified, with ServiceNow experience and 12 years’ earlier management in logistics, sales and customer service. Willing and eligible to obtain UK SC clearance.
Based in Livingston, looking for roles in Scotland’s Central Belt and open to northern England, including working away from home. Would also consider relocating for the right opportunity.
Experience
Work history, roles, and key accomplishments
ID
Responsible for around ten IT suppliers across the UK, covering infrastructure, networks, print and operational systems, and for checking, coding and processing every supplier invoice in SAP. Brought an underperforming supplier back within SLA. Over £500,000 of incorrect charges stopped or recovered through commercial oversight of IT suppliers.
Part of the team that built and launched a new IT Service Desk in Edinburgh, replacing the London team and initially covering the UK and Europe. Led the Edinburgh team of 12, with the role growing to include major incident management and monitoring four other regional desks. Hands-on with Microsoft 365 licence allocation (E3 and E5), Teams and Active Directory.
MD
One of four team leaders on a 16-strong, 24/7 IT Service Desk giving 1st and 2nd line support to UK distribution sites. Led a team of four: workload, SLAs and Incident, Problem and Change governance. Trained and developed service desk staff, mentored two apprentices and hosted two Heriot-Watt University placement students each year.
MD
Provided 1st line IT support for more than 60 UK distribution sites on Unix and Oracle systems, including on-call cover through the critical weekend newspaper distribution, from Saturday morning through to Monday morning. Ran and monitored the weekly billing process, stepping in with on-call developers when it failed. Took part in numerous rollouts across the UK and Ireland.
MD
Progressed through seven management roles in 12 years, from trainee manager to Operations Manager. In the Sunday newspaper and magazine roles, negotiated supplies with the publishers and allocated them to newsagents according to sales trends, to maximise sales and limit unsold returns. As Operations Manager and third in command of the Bradford distribution centre.
Education
Degrees, certifications, and relevant coursework
QT
QA Training
ITIL Foundation Certificate in IT Service Management, IT Service Management (ITIL)
2015 - 2015
Grade: Pass
Activities and societies: N/A
Completed the ITIL Foundation Certificate in IT Service Management at QA Training in Edinburgh.
CC
Carnegie College
MCSA (Microsoft Certified Systems Administrator) & MCDST, Microsoft Systems Administration
2006 - 2007
Earned the MCSA (Microsoft Certified Systems Administrator) and MCDST qualifications at Carnegie College in Dunfermline.
DC
Darlington Technical College
BEC/TEC Diploma in Computing Studies, Computing Studies
1982 - 1983
Completed a BEC/TEC Diploma in Computing Studies at Darlington Technical College.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United KingdomAuthorized to work in
Salary expectations
40k-65k GBP
Social media
Job categories
Skills
IT Service ManagementITILServiceNowSLA ManagementVendor ManagementChange ManagementIncident EscalationHardware Asset ManagementService TransitionP&L managementContinuous ImprovementStakeholder ManagementTeam LeadershipProject DeliveryMicrosoft Office 365Cross Functional CollaborationGlobal Deployment Support
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