Fraser Flynn
Portsmouth,Hampshire
Summary
I am an experienced Service Delivery Analyst with 9 years in the IT industry, including 5 years in the role of Service Delivery Analyst. I am dedicated, results-driven, and focused on service compliance while fostering collaborative relationships with clients. Throughout my career, I have developed a wealth of experience and expertise, enabling me to provide exceptional support and guidance in the ever-evolving landscape of service delivery.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Service Delivery Analyst
Capgemini
Worthing, West Sussex
09.2019 - Current
- Monitored and tracked service performance against agreed OLAs (Operational Level Agreements) and SLAs (Service Level Agreements) to ensure compliance and identify improvement areas.
- Supported and managed high-priority or escalated incidents and problems, providing effective solutions and minimizing business impact.
- Developed and implemented innovative and efficient work processes to optimize team performance and service delivery.
- Continuously managed release scope, ensuring alignment with internal processes and business objectives to support successful deployments.
- Designed and maintained a comprehensive dashboard to provide key metrics for monthly service reviews with stakeholders and developed detailed service review packs to support data-driven discussions.
- Represented change initiatives at the Internal Change Advisory Board (ICAB), ensuring thorough evaluation and approval of changes.
- Analyses service performance data to identify trends and drive process improvements.
- Regularly engaged with clients by presenting and collaborating during monthly Problem Refinement Calls (PRF), fostering transparency and driving issue resolution.
- Facilitated daily stand-up meetings to manage and distribute workload effectively among team members, ensuring alignment and productivity.
- Leading a team of Service Analysts in a fast-paced environment, providing guidance, support, and ensuring high performance and service delivery standards.
- Triaged incidents and problems to ensure accurate categorization and assignment to the appropriate work queue for efficient resolution.
Service Delivery Analyst - Degree Apprentice
Capgemini
Worthing, West Sussex
09.2019 - 04.2024
- Successfully balanced a high-paced work environment alongside university commitments, demonstrating strong time management and prioritization skills.
- Monitored and tracked service performance against agreed OLAs (Operational Level Agreements) and SLAs (Service Level Agreements) to ensure compliance and identify improvement areas.
- Supported and managed high-priority or escalated incidents and problems, providing effective solutions and minimizing business impact.
- Developed and implemented innovative and efficient work processes to optimise team performance and service delivery.
- Continuously managed release scope, ensuring alignment with internal processes and business objectives to support successful deployments.
- Represented change initiatives at the Internal Change Advisory Board (ICAB), ensuring thorough evaluation and approval of changes.
- Analyses service performance data to identify trends and drive process improvements.
- Regularly engaged with clients by presenting and collaborating during monthly Problem Refinement Calls (PRF), fostering transparency and driving issue resolution.
- Facilitated daily stand-up meetings to manage and distribute workload effectively among team members, ensuring alignment and productivity.
Solutions Support Engineer
Landscape Printing Systems
Horndean, Hampshire
08.2017 - 08.2019
- Prepared and configured hardware and software for deployment at customer sites, ensuring readiness for operational use.
- Led installation and deployment of Managed Print solutions, delivering seamless integration and functionality.
- Managed and resolved incidents end-to-end, maintaining proactive communication with third-party suppliers and customers to achieve effective resolutions.
- Implemented DaaS (Device as a Service) and SaaS (Software as a Service) solutions, enhancing service efficiency and scalability.
- Conducted asset management, tracking and maintaining IT assets to ensure optimal resource utilization and compliance.
Audit and Deployment Executive
Landscape Printing Systems
Horndean, Hampshire
09.2015 - 08.2017
- Prepared and configured hardware and software for deployment at customer sites.
- Assisted with delivery, installation, and deployment of Managed Print systems, ensuring seamless integration.
- Managed and resolved incidents from initiation to completion, maintaining effective communication with third-party suppliers and customers to ensure timely solutions.
Education
Bachelor of Science - Digital and Technology Solutions (Business Analyst)
Aston University
Birmingham 09.2019 - 03.2024
Skills
- Software Delivery
- Service Delivery
- Risk Management
- Service Now
- Jira
- SAP
- MS Office
- Collaborative Problem Solving
- Resource Management
- Service compliance
- Data analysis and reporting
- Priority Management
- Process Automation
- Customer Engagement
- Problem Solving
Certification
ITIL Foundation Level
SC Cleared
Affiliations
- Football
- Golf
- Traveling/seeing the world
Timeline
Service Delivery Analyst
Capgemini
09.2019 - Current
Service Delivery Analyst - Degree Apprentice
Capgemini
09.2019 - 04.2024
Bachelor of Science - Digital and Technology Solutions (Business Analyst)
Aston University
09.2019 - 03.2024
Solutions Support Engineer
Landscape Printing Systems
08.2017 - 08.2019
Audit and Deployment Executive
Landscape Printing Systems
09.2015 - 08.2017
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