CV_IT Service Delivery_v2.0

Improving IT Service Delivery

Discipline: IT Service Delivery, utilising Project & Change Management

Surname: COWARD

Other Names: Peter, Andrew

Gender: Male

Nationality: British

Place of Birth: Poole, Dorset.

Address: 118, Christopher Crescent, Fleets Lane, Fleetsbridge, Poole, Dorset, BH15 3HJ

Mobile: 07786 228725 TEL: 01202 685600

Email: [email protected] Skype: peter.coward10

East Africa Profile

I am a British national, who has recently returned from East Africa having being a Project Lead for IT Implementations. I have experience in Project and Change Management, I have experience of improving the quality of services and support for consumers of services offered by SME’s, ORG’s and Authorities.

Person Statement – for Project & Change Management

I am a confident project leader with a honed approach to smart decision making. I am a good decision maker identifying opportunities and problems. I am able to take in to account emotion that prevents us from making good, or informed decisions.

I am of the mind-set which can easily absorb commercial and operational problems, * or needs, working diligently to source Technology to resolve, or fix a given problem or situation. I profess a methodology which is to keep things simple, adopting a K.I.S.S approach with the purpose of adding value and keeping IT Service Delivery on a defined track.

Achievements in the East African Community (EAC)

For the past 5 years I have worked in the (EAC) assisting leaders and owners of businesses and sole traders with their ICT Projects identifying the need to invest and the potential return on investment (ROI). During this time I was advising on the re-engineering of business processes, procedures generally improving their business operationally.

Project Leader- Key Skills

I am a principled project leader who is focused but steadfast. I am able to comprehend a project’s objectives, purpose and cost. Set flag’s, control’s and measures to implement projects on time, within budget and to the correct quality, within a given compliance framework.

ICT Service Delivery v 2.0 Succeeding is Doing! July 2015

mailto:[email protected]


Competency 1: Change Management; RISK Planning and Mitigation

I have the capability to explore, scope and implementICT ‘game changers’for an organisation’s commercial, operational activity. Transforming an entity with under-performing service deliveryand improving service deliverables to consumers. This makes the organisation more consumer centric and focused on providing quality services and support.

Having been involved in BCMS service delivery I have a rounded knowledge of RISK, BCM and ITDR. I am able to visualiseand model risk scenarios, put in place mechanisms for improved service delivery, in case of an emergency (ICE).

Competency 2: Project Planning and Management – Supplier Performance

I have the competence to be able to review, analyse and report to Senior Management on IT Service Managementissues. An enterprise can often fail on the delivery of its IT Support to clients or consumers. This could be on the supplier side, or a combination of inter-related problems. My focus is on driving up supplier / vendor performance to ensure e-Sourcing and Procurement are fully realised and maximised.

‘Value-addition’ has to Form the Basis for Project Go Ahead

Input: I ama good communicator and analyser of detailed information; I pride myself on making smart and essentially correct decisions based on having reviewed opportunities, problems, facts and intelligence.I can visualise commercial or operational problems, from the consumers perspective. Output: The outcome of my actions results in‘value-addition’,with tangible benefits which can be measured on a number of levels.

Meeting ProjectExpectation

Project Scoping–My focus is to ensure I know the project needs as well as ICT needs, this is achieved by structured one-on-ones with the Service Delivery team. Whatever the desired outcome, I have the skill-sets to manage the solution implementation end-to-end.

Project Success

I understand the ‘sharp end’ of business I appreciate what it takes to deliver and support an ICT infrastructure and provide quality in support services.Being commercially rounded about business drivers; efficiency, effectiveness, productivity and performance I am aware of the reasons why a project may not be a success or completed within timescale. My discipline and routine ensures I stick to a tried and tested process for implementation for a project an example of this is Change Management.

3-Phase Change Management Process

Phase 1 -Preparing for Change.

Phase 2 - Managing Change.

Phase 3 - Reinforce Change.

Methodology, the use of ‘CM’technology plays an important part in connecting people with the 3-phase change process.Utilisation of software applications and web-enabled technology assist in the collaboration and dissemination of information, ‘CM’ tools can greatly assist analysis and reporting writing for stakeholders.



‘CM’ Project Experience

The majority of the Change Management projects I have been part ofin East Africa were consultation driven at CEO / CFO level, with decisionsbeing made by CIO’s, Head of Operations and ICT to give it a their high-level and technical blessing for go ahead.

Change Management for Improved Operational Effectiveness

- Process re-engineering, - IT strategy and business planning inevitably takes in Technology investment, this is necessary to bring about effective change. There has to be an agreed goal for wanting to change the way an organisation does things, not change for change sake.

- Procedures, - Automation, designed for how workgroups and people need to work. – Comment, Technology can be implemented that can take the ‘grunt’ out of every-day tasks and responsibilities, buying back valuable decision making time. It’s important that expectations are realistic for project success.

- People, - Humanacceptance of change comes with a degree of resistance. Rather than drag the minorityscreaming and shouting from the ‘roof-tops’I adopt a holistic approach to the benefits that change will bring about. For the good of who… which Dept’s. or business units… for consumer groups? And at what cost saving to operations!

KEY skill-sets:

Proven ability in Project and Change Management for the private, public and 3rdsector.

Good communication, internally between colleagues, with external organisations, partners and actors.

Report writing and analytical skills. Ability to prepare and present a report to dash boards, or control panels.

Well organised, methodical and a well-drilled professional who can advise and implement IT Service Delivery.

Smart Decision making

A good thinker, with the ability to harness the power of the subconscious brain to make decisions.

So much in decision making today is connected with Change Management, that is why it is important to

constantly ask the project team; what is our ultimate goal? Until everyone has agreed of the goal it is unsafe to move on to the decision process.

Good decisions are far more likely to come from a good decision making process.

Applying rigour, but inclusion of chemistry and gut feel!

Consideration of the emotional traits involved in decision making.Rational toward human gut feel.



Employment History:

Post Held Name & Nature of Organisation

Duties Dates Salary Reason for Leaving

UGANDA

Chief Technology Adviser.

Training ConsultantWorkplace Investigations.

Self-employed,Consultant

ICT Risk Consultant

.

UK

Business Development Executive

Consultancy, Marketing, Sales and AccountManagement.

RMC Africa, newJuniper NW’s Partner(Uganda)

Scorpion Investigations & Security Ltd.

For ENHAS

Ltd.

SME’s

SRS (U) Ltd

Myriad Optima Ltd.

….ditto……

Assembly of a SM Team/ DefinedMarketing strategy.

Training, Workshops.

Project Lead / Project / CMRisk, & Security.

Technical Marketing.

Business Development.

Refer to GeoLogIT

Technology Consulting

Pre and post sales.

Jan – March 2015

May 2009 – Feb 2014.

Sept – Oct 2014

July 2010 – Sept 2013

Feb 2010 - June 2010

2005/6 and

Jan - May 2009andJan 2012 – Feb 2014

Character Reference available (letter):

Date 26/05/2010Our Ref: PCREF001

Fee-based.$ 35,000

Fee-based.

Fee-based.

$ 25,000

Commission-based, per project.

Commission-based, per project.

Senior M’gment Team structure and Marketing function completed.

Assignment, contracted in.

Adhoc projects and assignments.

Didn’t supply a work permit, to continue my employment.

Worked for Co on 3 separate occasions, 1stin the UK andlater in East Africa.

Co ceased Trading Feb 2014



Education - Secondary

St Edwards R.C. Secondary Modern, Parkstone, Poole, Dorset, England, UK. Year of completion and examination, Aug 1981

Qualifications

‘O’ Level:-

- Art & Design ‘B’ (Oxford Examination Board) - This is what gives me my creativity!!!!CSE’s:

- Mathematics 3, Technical Drawing 3, Economics 1, English 3, Geography 3, Religious Studies 1, Human Biology 5.

Training

CDRP - Disaster Recovery Professional, for operational RISK, asset management and IT systems, processes, procedures (SPP).

Project Planning and Management, Project Delivery to (PRINCE 2 standard).

ICT / Communications Service Deliverables; web-enabled, (SaaS) and (IaaS) application delivery to the desk top.

Future On the Job Training

I would be willing to undertake progressive training courses in; Project and Change Management (to PRINCE 2 standard), to refresh and update my knowledge, techniques and skills to be applied in this job role.

MS Apps’ / Software Experience

Good knowledge of MS Office 2010; word processing, spreadsheets, data bases and presentations.

MS Word, MS Excel, MS Access, MS PowerPoint

Easy Redmine for Project Planning & Management.

Hobbies and Interests

For regular exercise and toning I like to swim, play tennis and I enjoy cycling, - exploring the splendor of Dorset /UK landscapes and coastlines.

Sports and Past-times

I am an avid Formula 1 fan. Kite boarding.

As I see it, the secret to life is; work hard, specialise in the work you do. Aim for the stars, and surprise yourself and others.


Documents

CV_IT Service Delivery_v2.0