Paul ~ Senior IT Service Management Consultant (ITIL, eTOM, ISO20000)

Summary

Paul is an experienced IT Service Management Consultant with a track record of bringing efficiencies, measurable service improvements and improved customer experience to organisations in the UK and overseas. Paul provides leadership and enthusiasm to the role, which enables him to bring about long lasting cultural change and quantifiable benefits.

Areas of expertise

  • ITIL roll out into greenfield sites
  • Service Desk implementation, reviews and rescues
  • Service Strategy, Design and operational modeling
  • Service Transition and Operations
  • Change Management (Agile integration with ITIL)
  • Assurance and Operations design and leadership
  • Customer Experience consultant
  • Technical Operations setup and management
  • Continual Improvement implementation and reporting
  • Critical Success Factor and KPI introduction and Mgt
  • Process maturity assessments
  • Service Level Management / Contract negotiations

Domain experience

  • Telecoms (Billing, Software Development Manager, Customer Experience Consultant, OSS Management, ITIL and eTOM consultant, Project Management)
  • Media (OSS Management, Head of Technical Operations, ITIL Consultant)
  • General ITIL Consultancy (Oil and Gas, Media, mobile advertising, travel sector (railway and airport))

Professional Qualifications

  • ITILv3 Expert
  • ITILv2 Manager’s Certificate
  • ISO20000 Consultant
  • Prince2 Practitioner
  • Business Process Framework / eTOM Level 3
Qualification Institution
BA (Hons) International Communications Staffordshire University