Brought in to help the merged organisaion of Knowsley Council's DSS department and the PCT convince their IT service providers to provide one number and one set of procedures for the users. Extensive negotiation with IT service providers and suppliers, documentation of a shared SLA and an action plan to move forward with the integration.

Excellent references can be provided

Brought in to identify pockets of Incident management throughout the AXA businesses and map the processes concerned and then make recommendations to capture best practice, merge the teams and make one incident management process for the whole organisation.

Business Process review of Incident Management to include Escalation, conference call, technical ownership, resolution plans for major incidents

Management of all IT contracts, including outsourced infrastructure hosting and support with Logica CMG and all Software providers, Oracle, IBM, Siebel and Microsoft. Service Review meetings, service improvement plans, contract change notes, termination of contracts, new supplier vetting and contract negotiation.

Orignially employed to review all of Northern Europe's support contracts both direct and through the support channel. Extensive negotiations with end users such as BA, Barclays, Norwich Union and support partners, HP, Getronics, ATOS, Origin.
Promoted in 1999 to Manager Worldwide Support Projects and implemented standard pricing for support contracts to fit with new SAP billing system, extracted FileNET from ALL hardware support and handed contracts to HP and Kodak worth £510 Million.
Closed service desks in Germany France and England and opened a new, follow the sun desk in Dublin. Matrix management of in-country support managers and service desk managers.