John Walters

Platform Management : Oversee Virtual Agent, FastPass, Blue Prism, UiPath, and Resolve platforms for efficient operations and harmonized service delivery.

Team Leadership : Successfully guide Business Analysts, aligning efforts with automation goals and promoting a collaborative work environment.

ServiceNow Dashboards : Design and maintain dashboards monitoring automation opportunities and development lifecycle, enhancing decision-making.

Relationship Building : Establish enduring relationships with Budget Holders, Process Owners, and Subject Matter Experts for efficient automation.

Use Case Compilation : Meticulously document manual processes, laying groundwork for streamlined automation solutions.

Collaborative Approach : Engage stakeholders, maintain transparent communication, and ensure holistic automation success.

Developer Engagement : Bridge process understanding and technical implementation through effective engagement with Developers.

Customer Escalations : Swiftly address concerns and maintain customer satisfaction as the primary contact for escalations.

Billing and Invoicing : Ensure accurate and timely monthly billing and invoicing of automated services.

Customer Communication : Proactively engage customers throughout automation journey, surpassing expectations.

• Incident and Problem Management : Handled High Priority Incidents within SIAM support model, collaborating with offshore Service Desk and 3rd party suppliers to enhance incident quality.
• Collaborative Leadership : Led cross-functional teams during critical incidents, coordinating efforts for efficient problem-solving.
• Communication : Maintained transparent communication with stakeholders, providing timely updates and managing expectations.
• Process Enhancement : Identified areas for improvement in incident response, contributing to streamlined workflows.
• Analysis and Reporting : Analyzed incident data, generating insights to enhance future incident management strategies.

Service Delivery Associate
Ministry for Communities and Local Government Service Account Team, Fujitsu

• ITIL Function : Managed elements of ITIL function and Service Delivery duties on a shared service platform.
• Supplier Relationships : Built and maintained supplier relationships for swift incident resolution, provided feedback in weekly Supplier Management reviews.
• Service Reporting : Produced incident reports, contributed to Monthly Service Reports, and conducted trend analysis.
• Stakeholder Engagement : Prepared Weekly High Priority Incident Reports, attended Customer Service Reviews with senior stakeholders.
• Change Management : Led twice-weekly Change Approval Boards, oversaw changes from implementation to post-implementation.
• Service Improvement : Contributed to new service implementation planning, asset management, and service improvement initiatives.
• Catalogue and Asset Management : Managed Citrix Farm licensing for 1500+ users, ensured availability, and handled service invoicing.
• Continuous Improvement : Engaged in Problem Management, conducted monthly compliance checks, and tracked trends for High Priority Incidents.

• Cabinet Office, Cafcass, HM Treasury: Efficiently managed shared service desk operations for high-profile government entities, ensuring smooth service delivery.
• MHCLG and Planning Inspectorate: Successfully oversaw another shared service desk catering to Ministry of Housing Communities and Local Government and The Planning Inspectorate.
• Ministry of Justice: Managed dedicated service desk operations for the Ministry of Justice, meeting diverse support needs.
• Leadership and Coordination: Directed teams, facilitated collaboration, and ensured timely issue resolution across multiple service desks.
• Stakeholder Engagement: Fostered relationships with government entities, addressing concerns and maintaining service excellence.
• Process Optimization: Implemented efficient workflows, enhancing incident management, problem resolution, and customer satisfaction.
• Service Improvement: Identified areas for enhancement, contributing to the continuous improvement of service desk operations.