Andy Thompson

I am a highly focused Service Management Professional qualified in ITIL with extensive expertise (over 25 years) within high pressure Service Delivery and Client Facing roles. Having led teams of over 250 Service Support analysts supporting over 180 Enterprise Applications, I have wide-ranging knowledge and skill to govern and run a live service. My experience includes: - Leading Multiple Service Delivery teams in the effective and efficient delivery of live service and core ITIL processes (Incident, Problem, Change, Release, Config, Capacity, Availability and Service Level Management). - Providing governance to ensure achievement of SLAs and KPIs through seamless and effective end-to-end delivery. - Instilling continuous improvement cultures and behaviours that significantly improve business performance, client satisfaction and overall client trust. - Managing Service failures through Major Incident Management and minimising them through the effective Problem and Risk Management. - Managing Third Party Suppliers to ensure the services delivered are stable and supportable. I am very passionate about delivering a quality service to the customer and end users, and I am driven to ensure that I build strong client relationships based on trust and satisfaction. Specialities: Incident Management, Problem Management, Change & Release Management, IT Service Management, Application Management, Service Delivery, Service Transition, Service Design, Service Operation