Service Delivery Manager/Project Manager @ Bank of America Merrill Lynch
Post Diploma, Computer Science @
An enthusiastic, tenacious and self-motivated, ITIL V2 & V3 and Prince 2 qualified I.T. Professional. Proven from a service and a project management perspective; having delivered service support functions and high quality project management capability in exacting and demanding customer environments; and from a commercial perspective; having defined, negotiated and agreed services on a number of high
An enthusiastic, tenacious and self-motivated, ITIL V2 & V3 and Prince 2 qualified I.T. Professional. Proven from a service and a project management perspective; having delivered service support functions and high quality project management capability in exacting and demanding customer environments; and from a commercial perspective; having defined, negotiated and agreed services on a number of high profile contract negotiations.
Extremely capable of working at a strategic level and comfortable resolving issues at the operational and technical level through the management of people, processes and systems. A conscientious individual with proven ability to manage teams focused on delivering exceptional customer service in a variety of multinational, global, client environments including UCB Pharmaceuticals, AstraZeneca, Barclays, Barclaycard and Computacenter.
Business Analyst @ Business Analysis activities supporting multiple technology and infrastructure projects with Technology at MBNA Chester Campus From April 2015 to Present (9 months) Business Analyst @ Payroll & Pension “Making Good” Project
Aligned to AZ Human Resourcing, their 3rd party payroll and pension providers and those 3rd parties datasets. Responsible for analysis and clarification of individuals existing payroll & pension situation, documenting the required retrospective unique adjustments and ensuring those changes be applied by the various 3rd parties with corresponding communication to all affected employees. From October 2014 to April 2015 (7 months) Service Delivery Manager/Project Manager @ Responsible for defining and clarifying the Technology specific support components of the Single Data Warehouse Target Operating Model to support BAU service delivery. Also responsible for defining and delivering the Infrastructure and Operational Standard Operating Procedures (SOP) to enable Technology Level 2 & 3 teams to support Single Data Warehouse. From April 2014 to October 2014 (7 months) Chester, United KingdomProject Manager/Service Delivery Manager @ Source to Pay (S2P) Ariba - iBuy Programme - Service Transition and Incident Management
Responsible for managing the Programme "Hypercare" Service across multiple countries/regions (EMEA/AsiaPac). Hypercare delivered additional, programme resourced, support in the four to six weeks after Go-Live across all affected countries.
Responsibilities included leading Issue Triage arising after Go-live and delivering rapid issue resolution via engagement of multiple internal/external resolver teams. Responsibilities also included implementation of service improvement spanning both business and IS aspects of the support model. From September 2013 to March 2014 (7 months) BUSINESS ANALYST @ Antibody Expansion Programme - Business Process Re-engineering
Responsible for re-engineering and transformation of all customer interfaces and business processes relating to UCB’s new £2m Antibody Screening System. Responsibilities included:- project initiation, change analysis, Stakeholder management, Impact and Gap analysis, mapping existing and defining new processes. Workshop facilitation. From April 2013 to July 2013 (4 months) Slough, United KingdomBUSINESS ANALYST @ Business Analyst role reporting to OPAL Programme Manager
Responsible for identification and implementation of data cleansing activities on AstraZeneca’s primary medical resource management system, Planisware, containing 17000+ resource entries. This business analysis activity resulted in approximately 8000+ entries being updated, resulting in identification of potential licensing & maintenance cost savings of €¼m. From October 2012 to March 2013 (6 months) GLOBAL SERVICE MANAGER @ Project Management / Service Delivery Management role.
Responsible for the Project, Service and Team Management of UK based Video Conference (VC) Service.
Global Project Management (business case production/project initiation)
Service Introduction of new collaborative VC Studios (based in UK/Shanghai/Tokyo/ Bangalore).
Management of UK based 3rd party and permanent staffed VC Team.
Responsibilities also included Customer, Stakeholder, Relationship & Service Management Management of customer engagement and resolution of customer complaints including Senior Executive Team & VP.
Specific, intensive, SET/VP Executive Assistant & PA focused relationship management & support.
Production of VC Service reporting and monthly usage statistics.
Monthly review of service with AZ internal parties and external 3rd parties From October 2011 to October 2012 (1 year 1 month) PROJECT MANAGER @ Responsible for the project management of the R&D Lund / Charnwood site closures, specifically AZ User Acceptance Testing (UAT), decommissioning and management of third party resources. Reporting directly to Migration Programme Manager From June 2011 to September 2011 (4 months) SERVICE DELIVERY LEAD @ Responsible for the project management and operation of "Hypercare" service for AZ Global Transactional Finance (GTF) as part of the Business Process Outsourcing Programme.
An intensively operated global support model responsible for ensuring smooth transition of all GTF processes through formal Service Introduction and into BAU.
Success was dependant on establishing and building a close working relationship with 3rd party supplier, the GTF process leads, AZ BAU support teams and the AZ Customer Service Management team.
Under my responsibility the service was extremely well received, to much acclaim, during its operating period. From November 2010 to June 2011 (8 months) SERVICE ASSURANCE MANAGER @ Service Assurance Role reporting to AZ Head of Global Service Performance Management
Regional EMEA Service Assurance Manager, working in partnership with AZ Contractual and Commercial representatives and 3rd Party Service Providers to provide an integrated service assurance capability. Responsible for delivering a global service assurance/performance capability focussed on AZ retained & outsourcing services and processes. Service assurance & performance assessments categorised in terms of service “maturity” based on ITIL best practices, ISO 20000 codes of practice and specification, and CMM.
Responsibilities also included defining an approach for implementing end-to-end SLAs and associated operational service levels (OLAs) to improve the reliability and consistency of service availability and performance reporting across multiple service providers and applications From February 2007 to October 2010 (3 years 9 months) SERVICE DELIVERY MANAGER, @ Service Delivery Management Role reporting directly to Barclays Head of Strategic Vendor Management
Responsibilities included the delivery of Service Management capability to the Barclays Strategic Vendor Management team. Contract negotiation of service management components for major Barclays 3rd party outsourcers. From July 2005 to August 2006 (1 year 2 months) SERVICE DELIVERY MANAGER @ Service Delivery Manager
Responsible for delivering Service Management capability to the Bank through the application of best practice service management principles and processes as applied to the six year, £460M, Accenture App Support & App Dev outsourcing contract. Delivery also included the transitioning of services via service introduction into BAU. From May 2004 to March 2005 (11 months) OPERATIONS MANAGER @ Responsible for providing service delivery and support to a demanding, highly ITIL conversant, Computacenter customer. Role also included project management and continuous improvement programme (CSIP) responsibility. From February 2001 to January 2004 (3 years) PROJECT MANAGER / SERVICE DELIVERY MANAGER @ Experienced in working in various capacities on a number of major Computacenter accounts From April 1999 to January 2001 (1 year 10 months)
Post Graduate Certificate of Education (PGCE), Computer Science @ Keele University From 1986 to 1987 Post Diploma, Computer Science @ Hatfield Polytechnic From 1985 to 1986 HND, Computer Science @ Hatfield Polytechnic From 1983 to 1985 Geoff Benham is skilled in: Service Delivery, Change Management, Project Delivery, IT Service Management, Service Management, Outsourcing, ITIL, PRINCE2, Stakeholder Management, Management, Incident Management, Relationship Management, Project Management, IT Management, Offshoring
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