Kevin Potter
Seaford,East Sussex
Summary
As an accomplished IT Service Desk, Service Delivery, and Incident/Problem Manager with a proven track record, I am dedicated and driven by process improvement. My professional journey has been marked by a commitment to fostering strong working relationships with peers, staff, and clients. I thrive on collaboration and recognising the importance of cohesive teamwork to achieve organisational goals.
Overview
32
32
years of professional experience
Work History
Senior Information Security Incident and Problem Manager
Shared Services Connected Ltd
London
04.2024 - Current
- Direct report to the Head of Information Security.
- Provided expert guidance to multiple support teams.
- Cultivate relationships with internal and external stakeholders, ensuring smooth handling of all related issues.
- Identify, report and mitigate risks.
- Escalate high-priority incidents when required; avoided serious impacts on business continuity.
- Led cross-functional teams in troubleshooting efforts to mitigate risk to business operations.
- Collaborate closely with service delivery team; ensuring SLAs are met consistently.
- Analyse trends in incident data, predicting and preventing future problems.
- Identified potential risks, minimising company's vulnerability to major incidents.
- Spearheaded cross-functional team collaborations for effective process enhancements.
- ISO27001 conformance, support and audit support.
Service Delivery Manager
Airbiquity Ltd
London
05.2010 - 02.2024
- Direct report to VP of global operations.
- Experience scaling teams through transformation or migration programmes.
- Deliver technical support for cloud-based applications to over 10 million end users worldwide. (AWS, Phone Apps, OTA, Infotainment, Telematics)
- Manage team of service delivery support agents across US, Japan, China and UK providing 24x7 support, Plan and deliver activities that constantly met and exceeded customer SLAs.
- Consistently maintained >95% customer satisfaction and met operational KPI's.
- Oversee workforce recruitment and development processes to guarantee service excellence.
- Manage 3rd party offshore support provider in China.
- Implemented and maintained ITIL Problem and Incident Management procedures.
- Service relationship management, providing operational presentations/reporting, mentoring and service improvement.
- Major Incident management, 1st point escalation contact for high profile customers (Shell, Nissan, Toyota, Livewire, FCA, Ford, OnStar, SiriusXM).
- Manage customer and partner onboarding, produce support documentation and manage knowledgebase.
- Contribute towards Agile project management techniques to deliver projects within budget.
- Responsibility for co-ordination of Change Enablement.
- Implemented Zendesk and JIRA ServiceDesk ITSM Tools.
- Data analysis, technical problem solving.
- Vendor KPI and SLA management.
- Supply chain management.
- SLA reporting and Operational presentations to Airbiquity executive management team.
- Successfully led and contributed to multiple IT projects, including UK startup.
- Drive opportunities for new and additional revenue with existing customers.
- Sought customer feedback regularly, identifying areas of improvement and sharing with team.
ServiceDesk Manager
Affinion International
Slough, Berkshire
01.2005 - 03.2010
- Responsibility for Pan European ServiceDesk and Desktop support function with 9 direct reports and full team of 18.
- Successfully implemented new ServiceDesk for central office based in UK and travel call centre.
- Successfully implemented and rolled out Remedy and Supportworks ticket ITSM Tools.
- Implement ITIL standards and procedures, (Change, Incident and Problem mgmt).
- Review and implement new procedures and standards to ensure consistency across sites and for ongoing accreditations (SOX, PCI and ISO9001).
- CSAT surveys and improvement planning.
- Operational management of 3rd party service providers.
- Manage annual capital expense budget for staff hardware and software including desktops laptops and business application.
- Provide and manage out of hours support, problem/ major incident management, ensure resource and availability 24/7/365.
- SLM, review, manage and implement OLA's and SLA's, review ticket stats and team performance.
- Produce service level reports and dashboards to senior management.
- Project manage software rollouts, upgrades and business acquisitions.
- Perform asset management both hardware and software, created and maintained database.
- Service Continuity planning, implementation and management.
Senior Desktop Support Analyst
Galileo
Langley, Berkshire
08.2003 - 01.2005
Desktop Support Analyst
CIMS
Wexham, Berkshire
08.2001 - 08.2003
Workshop Engineer
Allied Worldwide
High Wycombe, Buckinghamshire
04.1998 - 08.2001
Workshop Supervisor
Woodville Ltd
Watford, Hertfordshire
10.1993 - 04.1998
Education
GCSEs - English Literature, English language, Coordinated Science, Math's, CDT Realisation, French, Communications, Computer studies
Rickmansworth School
Certificates of Higher Education - Electronic Servicing
City and Guilds
Fast Approved Software Auditor - undefined
ITIL V2 Foundation - undefined
ITIL V2 ServiceDesk and Incident Management Practitioner - undefined
ITIL V4 foundation - undefined
6 Sigma White Belt - undefined
Lean Six Sigma Yellow Belt - undefined
Stepping Up To Leadership Program - undefined
Affinion Management Program
Win 2K Networking and OS Essentials - undefined
Certificate in Scrum and Agile Essentials - undefined
ISC2 Certificate in Cybersecurity - undefined
Skills
- ITIL Processes
- SLA Management
- Reporting and Analysis
- Incident Management
- Problem Management
- Release Management
- Deployment Management
- Supplier Management
- Client Relationship Management
- Project Management
- Service Improvement Strategies
- Staff Recruitment
- Management
- Retention
- Information Security Support
- Risk Mitigation
Timeline
Senior Information Security Incident and Problem Manager
Shared Services Connected Ltd
04.2024 - Current
Service Delivery Manager
Airbiquity Ltd
05.2010 - 02.2024
ServiceDesk Manager
Affinion International
01.2005 - 03.2010
Senior Desktop Support Analyst
Galileo
08.2003 - 01.2005
Desktop Support Analyst
CIMS
08.2001 - 08.2003
Workshop Engineer
Allied Worldwide
04.1998 - 08.2001
Workshop Supervisor
Woodville Ltd
10.1993 - 04.1998
GCSEs - English Literature, English language, Coordinated Science, Math's, CDT Realisation, French, Communications, Computer studies
Rickmansworth School
Certificates of Higher Education - Electronic Servicing
City and Guilds
Fast Approved Software Auditor - undefined
ITIL V2 Foundation - undefined
ITIL V2 ServiceDesk and Incident Management Practitioner - undefined
ITIL V4 foundation - undefined
6 Sigma White Belt - undefined
Lean Six Sigma Yellow Belt - undefined
Stepping Up To Leadership Program - undefined
Affinion Management Program
Win 2K Networking and OS Essentials - undefined
Certificate in Scrum and Agile Essentials - undefined
ISC2 Certificate in Cybersecurity - undefined
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