Daniel Terry

• Manage end-to-end delivery of IT projects, including order management, PO Management, customer onboarding and in life support.
• Work with Service Designers with creating processes for various suppliers and products by creating specific documentation aligned to the business processes.
• Review SOW and contracts from suppliers to ensure alignment with the solution and support delivery and operational teams in executing aligned activities.
• Manage and coordinate change requests, service terminations, and incident resolution, minimising disruption and ensuring smooth transitions across IT operations
• Collaborate with product managers and owners to support the overall product strategy for the products and services throughout the Sell, build and run lifecycle.
• Manage product lifecycle (Customer onboarding, Order Management, Billing and PO management, and In-Life Support)
• Work and support internal departments (Commercial, Product Management, Finance, Service Design, and Customer Service) to provide customer-centric service.
• Designed efficient business processes based on continuous improvement and industry best practices.
• Performed risk assessments and devised mitigation strategies to proactively address potential project risks and issues.

▪ Act as the primary point of contact for IT service

management, overseeing incident resolution, service

requests, and operational changes to ensure seamless

IT service delivery.

▪ Led service review meetings, tracking and ensuring the

timely completion of all actions and continuously

improving service performance.

▪ Implemented ITSM best practices, streamlining

incident response, problem resolution, and change

management to enhance the service.

▪ Served as the key liaison for high-profile corporate,

government, and enterprise clients, managing end-to-

end IT service lifecycles, including escalations and

stakeholder communication.

▪ Supported IT asset, software, and licence

management, ensuring compliance and efficient

resource allocation.

▪ Managed services for Critical Business Infrastructure

(CBI) customers, including government departments

and emergency services, delivering proactive solutions

and refining service models to prevent recurring issues.

▪ Collaborated with cross-functional teams, including

Account Management, PMO, Change, and Commercial

Operations, to drive efficiency and ensure IT services

align with business needs.

▪ Championed continuous improvement initiatives,

analysing service trends and amending processes.

▪ Monitored KPIs and SLAs, identifying service risks and

working closely with internal teams and vendors to

drive operational excellence and performance

improvements.

▪ Served as a key stakeholder in service transitions and

change approvals, ensuring smooth IT changes and seamless integration into business operations.

▪ Acted as the principal contact for complex corporate

and enterprise customers, managing billing accounts,

including setup, commercial changes, ensuring

seamless transitions and service continuity.

▪ Managed IT service modifications, including

terminations, renewals, and commercial adjustments,

aligning with change management and approval

processes.

▪ Directed the implementation and automation of

customised billing processes for managed services

clients, driving operational efficiency and optimising

service delivery.

▪ Oversaw financial operations, including invoicing,

purchase orders, credit applications, and goods

receipting, ensuring compliance and risk mitigation in

line with IT asset and software management.

▪ Collaborated with global stakeholders and account

teams, resolving service inquiries within stringent SLA

frameworks, demonstrating strong incident

management and problem-solving skills.

▪ Partnered with credit control teams to mitigate

financial risks and resolve debt challenges, contributing

to overall operational stability.

▪ Managed and coordinated the incident resolution

process, ensuring minimal disruption to public sector

organisations, including emergency services,

government departments, and councils.

▪ Led the triage, prioritization, and escalation of critical

incidents, collaborating with IT teams and stakeholders

to drive swift resolutions.

▪ Diagnosed and coordinated resolutions for advanced

networking issues, including routers, LAN/WAN

configurations, VPN, IoT devices, and cloud-based

services.

▪ Monitored service requests and incident queues using

tools such as BMC Remedy, ITSM, and ServiceNow,

ensuring compliance with SLA requirements.

▪ Provided incident reports and root cause analysis (RCA)

to improve system resilience and prevent recurring

issues.

▪ Developed and maintained incident response playbooksand knowledge base documentation, streamlining

resolution processes and enhancing team efficiency.

▪ Worked closely with IT teams to implement proactive

system changes, reducing incident volume and

improving service reliability.

▪ Ensured clear communication with stakeholders and

leadership during high-priority incidents, maintaining

transparency and customer confidence.

• Led the development and implementation of IT service

processes, leveraging industry best practices and a

continuous improvement approach to enhance

operational efficiency.

▪ Defined and optimised IT service frameworks and

vendor management agreements, ensuring SLA and

KPI metrics were aligned with business needs to

improve service delivery.

▪ Designed and executed data-driven IT strategies,

enhancing system performance, user experience, and

overall business outcomes.

▪ Reviewed and amended IT service processes, ensuring

alignment with business objectives and supporting the

organisation's digital transformation goals.

▪ Acted as the key liaison between IT and senior

stakeholders, translating business requirements into

actionable IT service strategies and ensuring seamless

service delivery.

▪ Built and maintained strong relationships with internal

teams and external partners, fostering collaboration to

drive innovation and improve IT service outcomes.

▪ Proactively monitored network infrastructure, deploying

predictive analytics to mitigate potential disruptions

and optimise system availability.

▪ Executed comprehensive IT security protocols,

including regular audits and risk assessments, to

safeguard critical infrastructure.

▪ Managed system upgrades, aligning technology

roadmaps with business objectives.

▪ Oversaw user account management and access control,

ensuring adherence to IT governance and compliance

standards.

▪ Directed the end-to-end design, implementation, and

management of IT services ensuring unparalleled

performance and reliability.

▪ Managed the incident lifecycle, leveraging ITIL best

practices to drive efficient service restoration and

enhance client satisfaction.

▪ Led the deployment and integration of enterprise IT

systems, including IT workplace solutions and

advanced networking solutions.

▪ Managed a diverse portfolio of IT service requests,

utilising remote access tools like VMware and Citrix

Receiver to deliver timely resolutions.

▪ Collaborated with support and external vendors to

resolve escalated service issues, ensuring minimal

downtime and high client satisfaction.

▪ Administered critical IT infrastructures, including

LAN/WAN configurations, IP address management, and

Microsoft system support, to deliver reliable IT

services.

▪ Delivered first-line IT support for a high-performance

retail environment, resolving complex technical issues

with speed and precision.

▪ Collaborated with senior IT leadership to configure and

maintain IT workplace systems, peripherals, and

network infrastructure.

▪ Streamlined operational efficiencies by maintaining

meticulous documentation of IT procedures,

configurations, and support issues.

▪ Administered user account creation, access

permissions, and password resets to maintain security

integrity and operational continuity.

▪ Assisted in the planning and execution of system

upgrades and installations, aligning IT services with

evolving business needs.