Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jonathan Ashton

Edinburgh,Scotland

Summary

Accomplished professional with extensive expertise in information technology infrastructure library, project management & people management. Pro-active, motivated & excellent communication skills. Demonstrated ability to implement change in large organisations. Demonstrates a results-oriented mindset with proficiency in Microsoft Office Suite, agile methodologies, and risk identification. Adept at efficient communication, customer relationship building, and team leadership. Skilled in employee management, training and development, and demand forecasting. Proven ability to prioritise tasks, mitigate risks, and improve processes. Career goal includes leveraging data governance and resource management skills to drive organisational success. Experienced Implementation Manager with knack for streamlining processes and driving team success. Led numerous projects to completion, ensuring seamless transitions and improved operational efficiency. Recognised for fostering collaboration and delivering impactful solutions that meet client needs.

Overview

10
10
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work History

ITIL Implementation Manager

NHS Fife
Dunfermline, Fife
10.2023 - Current
  • Streamlined operations by introducing innovative implementation strategies.
  • Conducted regular progress reviews, ensured adherence to quality standards and timelines.
  • Crafted risk mitigation strategies prior to system roll-outs protecting against potential setbacks.
  • Facilitated seamless transition into new systems for all relevant departments.
  • Ensured technical requirements of service improvement projects align with digital & information department standards.
  • Creation of frameworks, sharing best practice & knowledge.
  • Managed end-to-end implementation process for key business projects.
  • Facilitated knowledge transfer sessions amongst team members, fostering a collaborative work environment.
  • Enhanced customer satisfaction by successfully implementing new software systems.
  • Mitigated risks during system implementation, ensuring business continuity.
  • Led cross-functional teams to drive success in project deliverables.
  • Developed comprehensive training programs for new system users, enhancing productivity.
  • Liaised across departments to consolidate resources, accelerating the implementation timeline.
  • Coordinated with stakeholders for understanding and addressing their requirements during the system roll-out process.
  • Crafted detailed project plans and schedules to guide successful implementations.
  • Delivered timely and under-budget project completion with strong leadership skills.
  • Improved operational efficiency with detailed project planning.
  • Fostered team collaboration to ensure successful delivery of implementation projects.
  • Ensured effective communication, resulting in smooth project execution.
  • Collaborated with IT teams in troubleshooting post-implementation issues, minimising disruptions.
  • Maintained strong awareness of industry advancements and technology trends, capitalising on emerging tools to meet business demands.
  • Coordinated department workflow, delegating IT tasks to high-performing team.
  • Built strong rapport with vendors and stakeholders, maintaining favourable partnerships to drive business goals.
  • Managed implementation projects from scope through completion, monitoring and mitigating delays.
  • Supported users through new technology integrations, conducting user acceptance testing to gather data.

Team Manager

NHS 24
Queensferry, Edinburgh
06.2016 - 10.2023
  • Provide effective line management to Call Handlers, including operational support for ICT/technical issues and escalations.
  • Collaborate with senior clinicians, pharmacists, dental nurses, clinical service managers, and GPs, ensuring business contingency and swift decision-making to maintain patient care.
  • Manage front-line operations, planning shifts, staffing, and coordinating with health board partners.
  • Conduct regular appraisals and performance reviews, identifying training needs.
  • Lead recruitment, hiring, onboarding, and training of new staff.
  • Build and sustain team relationships, boosting motivation and productivity.
  • Mentor staff to meet individual KPIs and monitor performance for continuous improvement.
  • Achieved higher team efficiency with regular training and mentoring sessions.
  • Manage attendance, recruitment, staff conduct, and investigations, ensuring adherence to policies and making evidence-based decisions.
  • Encouraged open dialogue amongst employees for better problem-solving ability.
  • Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
  • Coordinated with various departments for seamless workflow.
  • Ensured adherence to company policies.
  • Delegated responsibilities efficiently amongst team members.

Call Handler

NHS 24
Queensferry, Edinburgh
06.2015 - 06.2016
  • First point of contact for patients, carers & the general public calling into NHS 24 for healthcare related queries.
  • Managed high volume of calls daily for prompt service delivery.
  • Ensured accurate record keeping through diligent note-taking during calls.
  • Work closely with senior clinicians including nurses, GP's & pharmacists.
  • Identify immediate life threatening situations & follow relevant protocol.
  • Multi-tasked effectively whilst maintaining a professional demeanour at all times.
  • Maintained confidentiality and discretion with sensitive personal information of callers at all times.
  • Showed resilience under pressure, handling challenging situations with composure.
  • Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
  • Listened actively to caller concerns, questions and priorities.
  • Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
  • Navigated stressful and unpredictable situations with calm and collected approach.
  • Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
  • Stayed calm when coordinating response to emergencies.
  • Supported and advised distressed emergency callers to facilitate safe decision-making.
  • Processed information quickly in time-critical situations.

Education

Bachelor of Arts - Business Management

Glasgow Caledonian University
Glasgow
08.2019 - 08.2020

Higher National Diploma - Administration & IT

Edinburgh College
Edinburgh
08.2013 - 05.2015

GCSEs - Maths, English, Science, Computing, History, Craft & Design, Home Economics

The Royal High School
Edinburgh
08.2000 - 05.2004

Skills

  • Information technology infrastructure library
  • Results-Oriented mindset
  • Efficient communication
  • Microsoft office suite proficiency
  • Project lifecycle knowledge
  • Customer relationship building
  • Task prioritisation
  • Risk identification
  • Agile methodologies
  • Negotiation techniques
  • Employee management
  • Training and Development
  • Demand forecasting
  • Risk mitigation planning
  • Data governance
  • Resource management
  • Workflow coordination
  • Database administration
  • Data protection
  • Customer Service
  • Team Leadership
  • Interpersonal communication
  • Conflict Resolution
  • Process Improvement
  • Project Management
  • Inventory management

Certification

Foundation certificate in IT Service Management

Managing professional certificate in ITIL

CMI Coaching & Mentoring certificate (Level 3)

Timeline

ITIL Implementation Manager

NHS Fife
10.2023 - Current

Bachelor of Arts - Business Management

Glasgow Caledonian University
08.2019 - 08.2020

Team Manager

NHS 24
06.2016 - 10.2023

Call Handler

NHS 24
06.2015 - 06.2016

Higher National Diploma - Administration & IT

Edinburgh College
08.2013 - 05.2015

GCSEs - Maths, English, Science, Computing, History, Craft & Design, Home Economics

The Royal High School
08.2000 - 05.2004

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Jonathan Ashton