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Ronnie Whittaker

@ronniewhittaker

Service Manager at Infosys supporting Mercedes-Benz, managing Workplace, Datacenter and Network services across 30+ European locations.

United Kingdom

Message

What I'm looking for

I'm seeking remote UK-based roles.

At Infosys, I manage Workplace, Datacenter and Network services for Mercedes-Benz across more than 30 European production plants, headquarters and office locations. I also support transitions from incumbent suppliers, including Computacenter.

I own governance, reporting and escalation frameworks, conduct service reviews with client management teams, and lead major incident management and continual service improvement activities.

At SVL Business Solutions, I managed UK-wide Service Desk and Remote Technical Support teams and transformed the operation into an efficient ITIL-aligned support organisation. I line managed more than 30 helpdesk and technical support staff.

Earlier, at Cairngorm Mountain Limited, I delivered infrastructure projects including Microsoft Exchange, SharePoint, Active Directory migration and a data-centre build. Across my career, I've worked in service delivery, IT operations, technical project management and infrastructure support.

Experience

Work history, roles, and key accomplishments

Current

Service Manager

Current

Infosys

Jun 2021 - Present (5 years 4 months)

Managing multi-tower services across more than 30 Mercedes-Benz production plants, headquarters and office locations throughout Europe. Supporting service transition activities and managing vendor partners delivering Hands & Feet technical support services.

IT Service Management Service Transition Vendor Management Governance Reporting Escalation Management Major Incident Management Continuous Service Improvement (CSI)

Global Incident & Problem Manager

Systal Technology Solutions

Jan 2021 - May 2021 (4 months)

Drove resolution of major incidents and problems across global regions and data centres. Managed incidents against strict SLA commitments and coordinated cross-functional technical teams.

Incident Management Problem Management SLA Management Stakeholder Communication Cross functional Coordination

Service Support Manager

SVL Business Solutions

Aug 2016 - Aug 2020 (4 years)

Managed UK-wide Service Desk and Remote Technical Support teams supporting Banking, Call Centre and Emergency Services clients. Transformed the helpdesk operation into an efficient ITIL-aligned support organisation.

ITIL Service Desk Management Team Leadership Major Incident Management Problem Management SLA Management Customer Service KPI Reporting

Global Service Desk Manager

Smart Modular

Oct 2014 - Jul 2016 (1 year 9 months)

Managed 24/7 global Service Desk teams and delivery of business-as-usual services across worldwide regions.

Service Desk Management Global Operations 24 7 Support Team Leadership

Head of Technical Services

IRW Systems

Dec 2011 - Oct 2014 (2 years 10 months)

Led B2B IT service delivery, technical infrastructure and operations, including resourcing and development of the technical services function. Developed the technical services function from a reactive operation into a customer-winning, sellable service offering.

IT Service Delivery Technical Infrastructure Operations Management ITIL v3 Service Improvement Stakeholder Management Business Development

IT Manager

Cairngorm Mountain Limited

Mar 2007 - Dec 2011 (4 years 9 months)

Managed IT supporting Retail, Hospitality, Marketing, Customer Services, Finance, HR and Outdoor Sports operations. Delivered major infrastructure projects including Microsoft Exchange, SharePoint, Active Directory migration, virtualisation, and data-centre build.