Jordan Tyrrell
Stevenage,Hertfordshire
Summary
Dynamic professional with a strong foundation in leadership and customer engagement, complemented by expertise in ITIL knowledge and application. Proven track record in SLA attainment, reporting, and process creation and ownership. Skilled in trend analysis, excellent communication, and presentation delivery, fostering collaborative working environments. Committed to leveraging these competencies to drive organisational success and enhance operational efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work history
Infrastructure Service Delivery Manager
ATOS with TUPE into Fujitsu
Stevenage, Hertfordshire
05.2023 - Current
- Elevated customer experience through proactive issue resolution and prompt response times.
- Streamlined service delivery processes for enhanced customer and user satisfaction.
- Regular coordination of multiple stakeholders across the customer space and internal support functions, ensuring alignment of goals and objectives.
- Fostered collaborative work between MBDAs suppliers
- Established performance metrics for insightful assessment of team productivity and efficacy while driving service improvement meetings
- Owned Problem, Change, Request and Incident management
- Major Incident management
- Identified, tracked and managed risk, proposing remedial activities and plans to prevent service failure.
- Integrated within financial forecasting and budget
- Oversaw 25-30 engineers across, Windows, Linux, Storage, Messaging and DBA/DB2
Service Desk Manager
OGEL IT (service provider to NSTA – North Sea Transition Authority)
London; Aberdeen
07.2022 - 05.2023
- Managed a team of Desktop and Technical Engineers supporting a userbase of 250 across multiple sites
- Primary contact for escalations
- Created and led weekly internal meetings, fostering effective communication within the various support teams.
- Point of contact and relationship engagement with 3rd party support teams
- Led regular review meetings with customers IT department, promoting sustained progress in service quality and performance
- Reaffirmed incident management processes while streamlining the response times for end users
- Reduced number of aged Incidents and Requests
- Exhibited capability to maximise Service Desk performance by instilling best practices among engineers while aligning customer expectations
Service Desk & Video Conferencing Manager
SCC
Stevenage
08.2016 - 07.2022
- Managing a team of twelve 1st to 2nd Line Service Desk Analysts alongside a Team Leader and a Video Conferencing Specialist providing single point contact support for over 5000 users
- Responsible for the overall performance and mentoring of all direct reports ensuring each individual is managed effectively through agreed management policies, and that their skillset is appropriate to deliver lines of service
- Developed and implemented 3 service lines: an out of hours service, a large scale webinar service and user administration (IDAM)
- Establishment and management of skills matrix
- Facilitated provision of 5 main services to SLA by leveraging trend analysis and anticipating service-impacting changes while maintaining ability to negotiate mitigation as needed.
- Confident presentation of managed service lines within Service Delivery Review meetings
- Participation and assertive engagement within Change and Problem reviews
- Creation of Service Improvement Plans while being able to deliver improvements within agreed time scales
- Coordinating cooperative efforts among all customers and suppliers
- Managing the Service Desk cost model while feeding into banding review meetings
- Engagement with key stake holders within the customers business to ensure their needs are reviewed and ultimately met by the service
- Creation and update of process documentation while informing and educating team members of change
- Acting Incident Manager – completed full re-categorisation of toolset logging categories and resolution codes
- Acting Service Delivery Manager of the out of hours support provided by SCC’s Sentinel Service Desk to MBDA
- Nominated for the SCC’s People Champion Award for people management skills in 2019
- Key point of contact for the transition to Windows 10 across the MBDA estate
- High Customer satisfaction through Covid-19; leading the team to deliver a work from home model to support MBDA without business disruption
2nd Line Service Desk & Video Conferencing Analyst
SCC
05.2014 - 08.2016
- Supporting 1st line agents with their daily workload
- Applying technical knowledge to resolve Incident which the 1st line agents had escalated
- Primary support for line manager
- Providing incident management and improvement by reviewing incidents within toolset for quality and accuracy
- Processing escalations made by the customer or senior management
- Investigation of failed tickets within relevant SLA
- Producing daily reports based on Service Desk performance – both team and individual agent
- Ability to convey difficult and complex faults/resolutions to the user
1st Line Service Desk & Video Conferencing Analyst
SCC
10.2010 - 08.2016
- Single point of contact for userbase - Answering phone calls, processing and responding to emails
- Application of fix at first point of contact
- Assignment of incidents to relevant support team
- Completing requests – Software installs, user permissions, account creation
- Providing Video Conference bookings and concierge
Contract Placements: Waitrose and Computacenter
09.2009 - 09.2010
- General repair and upgrade of equipment
- Diagnostics of system faults
- Building and imaging machines
- Hardware replacements
Education
GCSE - Maths, English and Science
John Henry Newman School
CompTIA 602: A+ Certified Professional IT Technician - IT NVQ Level 3 and N+
Zenos IT Academy
Certification
- ITIL Foundation v3
- ITIL Foundation v4
- ITIL Operations and Analysis
- Service Desk Institute
References
Available on Request
Timeline
Infrastructure Service Delivery Manager
ATOS with TUPE into Fujitsu
05.2023 - Current
Service Desk Manager
OGEL IT (service provider to NSTA – North Sea Transition Authority)
07.2022 - 05.2023
Service Desk & Video Conferencing Manager
SCC
08.2016 - 07.2022
2nd Line Service Desk & Video Conferencing Analyst
SCC
05.2014 - 08.2016
1st Line Service Desk & Video Conferencing Analyst
SCC
10.2010 - 08.2016
Contract Placements: Waitrose and Computacenter
09.2009 - 09.2010
GCSE - Maths, English and Science
John Henry Newman School
CompTIA 602: A+ Certified Professional IT Technician - IT NVQ Level 3 and N+
Zenos IT Academy