Baldev Singh

Accomplished and high-achieving IT Service Management professional with over 20 years of experience in IT Service Design and Transition. Proven track record of engaging clients, partners, vendors, and technical support teams to design new services and IT support models, leading and delivering IT changes, and improving support processes. Conscientious team player who is solution-focused, self-driven, and can be trusted to work hard to understand and meet the demands of business and client needs. Demonstrates great attention to detail and consistently produces necessary, relevant, high-quality documentation and deliverables for deploying complex IT and business changes.

• ITIL Service Design and Transition
• IT Service Architecture
• IT Operations, including DevOps
• Service and business change implementation
• Third Party engagement incl. defining requirements and contract schedules
• Target Operating Model Design
• Service and Operating Level Agreements
• Managed Services and IT Outsourcing
• Service Integration and Management (SIAM)
• Project scoping, planning, and management
• IT service process mapping

• ITIL V3 Expert in IT Service Management (Purple Badge)
• ITIL V2 Service Management Accreditation (Red Badge)
• PRINCE2 Practitioner Certificate in Project Management
• BTECH HND in Information Technology

• Tokio Marine HCC, Service Architect | Service Design and Transition Manager (Contract), 12/01/22, Current, Worked on an insurance policy administration system replacement programme, responsibilities covered the service design and transition of new IT Services, these were implemented as part of project deployments., Documented Service Requirements, Service Design Scope, and Approach following reviews of the projects’ proposed solution architecture, infrastructure designs, non-functional requirements, and business processes., Defined, scoped, arranged, and chaired Service Design Workshops with project resources, internal, and third-party suppliers to develop the service design; this included identifying solution components and integrations to be supported, the service and support tools to be utilised, and support owners for IT solution components, applications, integrations, and Service-specific support processes., Produced the Service Design Document for the projects, this included: the solution components to be supported; the proposed Target Support Model (operating models) and support roles of IT teams, the engagement between support teams and vendors, the use of service management and support tools for the Service; designing the handling of access to the Service; and handling key business processes and reporting by the IT teams., Produced Statement of Works for a range of third-party service providers covering their required inputs and responsibilities into the service design and transition and preparation of the take-on and delivery of the IT support for the service., Contributed to developing and describing the Service Acceptance Criteria for the Service into production., Owned and produced the scope and requirements of the Operational Acceptance Testing covering the monitoring and support of the Integrations and managed the operational acceptance testing of the monitoring items within the Service Acceptance Criteria., Produced Service Transition items as part of the handover of the Service into production support, including the Service Definition Document and Support Model; Third-Party Support Provider Engagement Document; the maintenance schedules within third-party contracts; Monitoring and Alerting Configuration Document; the Post Go Live interim support model to be utilised during warranty period., Projects included: Third-party, externally hosted insurance claims applications which relied upon numerous data integrations with existing client-hosted systems. High-value insurance bond management system which relied upon interfaces to a range of internal and external hosted systems, including finance transactions and web portals for external users.
• Mastercard (Contract), Service Architect, 03/01/21, 11/30/22, Leading the Service Design and Architecture for a financial payment solution., Collating customer requirements from contract schedules., Identifying support needs from solution designs and functional specifications., Defining the service architecture and operating support model., Holding workshops with the client, operational support teams, product managers and solution architects to define service and operational requirements., Defining the service architecture and operating support model., Producing Service Design collateral and identifying the changes to be deployed [processes, engagement with client, support tools, collateral, roles, and responsibilities] to assure the designed service., Producing statement of works and associated contract schedules, in response to amendments of the contracted service.
• Three, Service Design Manager, 07/01/20, 03/31/21, Leading the Service Design activities on a range of IT-focused projects., Collating service and operational requirements and identifying support team roles and responsibilities., Producing Service Design Packages and Service Support Manuals., Defining and implementing engagements with new third parties., Transitioning services into IT operations teams., Projects include the deployment of 2 Factor Authentication Security Service, Digital Services, Contact Centre Webchat Service, and externally hosted web services.
• Hiscox, Service Architect | Service Design & Transition Manager (Contract), 08/01/19, 05/31/20, Leading the Service Design & Transition workstream within the Financial Transformation Programme. The programme is replacing Hiscox’s existing financial systems and moving to Oracle Cloud-based financial solutions, incorporating Azure cloud-based components and a range of existing data feeds., Owning the design and delivery of the service model; accountable for the delivery of the Service Transition project deliverables; responsible for introducing the service delivery teams., Led a team of service transition managers, working with internal and external service providers to deliver transition products and assure the support of the IT service post-delivery., Led the development of the scope of support team roles and responsibilities, producing third-party statements of requirements., Ensuring service and operational acceptance criteria are developed and met., Developing service transition deliverables to meet operational and service delivery needs, including service descriptions, changes to tools and processes., Ensuring operational acceptance testing criteria are identified and met., Agreeing early life support periods, resources, processes, the management and reporting of issues., Producing gate criteria, entry and exit reports., Producing regular project progress reports, tracking risks and issues and maintaining the project plan.
• Thames Valley Police, Service Architect: Service Design & Transition (Contract), 08/01/16, 07/31/19, Designed the Target Operating Model for the IT support of the CMP Service, covering, the Service Desk, internal support teams, managed service providers, third-party and cloud service providers., Managed the service design and transition for the Contact Management Platform (CMP) Programme for the implementation replacement command and control solution., Led IT service design and transition activities, scoped work stream and ensured alignment with programme and business requirements., Delivered support tools and successfully managed the design, implementation, testing, and handover of support and service management tools to operational teams., Reviewed and agreed on Non-Functional Requirements for the Service with the business and prepared the Service Design Document as well as the Service Design Package documentation., Documented service requirements and service schedules within third-party contracts., Led service and process re-design workshops, implemented support processes, defined support roles, and agreed on RACI descriptions for support teams., Managed Service Rehearsals, Service Acceptance Test reviews and prepared Service Definition Documents detailing final service handed over to BAU teams., Planning and implementing Early-Life Support arrangements for the initial service go-live period.
• SABMiller, Service Architect: Service Design & Transition (Contract), 12/01/12, 07/31/16, Oversaw service design and transition activities on multiple IT change programmes including the implementation of global voice and data network services., Put in place an operations team for the implementation of Security Information and Event Management services., Led the design and transition of data centre and server support services from incumbent suppliers to a single provider., Documented Service Design Packages for new services and developed service requirements and descriptions., Aligned contract schedules and processes with SABMiller business needs., Defined transition activities and ensured that approaches and plans were given to stakeholders., Responded promptly and effectively to changing circumstances, planned for contingencies and managed conflicting priorities covering processes, toolsets and work instructions., Successfully transitioned new services into business as usual encompassing the on-boarding of new network vendors, service readiness testing and business acceptance.
• Centrica, Service Design & Transition Manager (Contract), 01/01/11, 12/31/12
• Cable & Wireless, Service Designer (Contract), 08/01/10, 12/31/10
• Airwave Solutions, Service Design Manager, 11/01/09, 07/31/10
• Transport for London, Service Transition Consultant (Contract), 04/01/08, 10/31/09
• Cable & Wireless, Service Architect, 07/01/06, 03/31/08
• Steria (UK) Ltd, Business Manager, 08/01/05, 07/31/06
• GSK, Service Management Consultant (Contract), 01/01/05, 08/31/05
• Computacenter (UK) Ltd, Various, incl. Service Transition & Transformation Consultant, 01/01/94, 12/31/04