nigel fuller
London,KENT
Summary
Strategic Infrastructure Manager specialising in project and service delivery management. Led large-scale initiatives, including rationalisation of office spaces and IT refreshes. Experienced in data centre operations, technical decommissioning, and disaster recovery planning. Managed vendor relationships and implemented audio-visual solutions, including Microsoft Teams deployment. Focused on driving efficiency and fostering innovation in complex IT environments.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Senior Infrastructure Manager
Direct Line Group
11.2021 - Current
- Led site rationalisation project, reducing desk count from 3500 to 170 in HQ office and commissioning new HQ building in Central London. Coordinated new product/technology selections, collaborated with major suppliers and external resources, and scheduled out-of-hours onsite work.
- Project Management for Technical decommissioning of HQ Office for disposal and redeployment across other company locations.
- Managed replacement and upgrade of 2500 desktop phones across 35 locations, overseeing configuration to Wi-Fi. Collaborated with external vendors for delivery, support, and third-party installation teams.
- Directed complete IT refresh, rebuilding and installing 250 small form PCs across 23 Auto Service locations. Provided ongoing support while liaising with external vendors and suppliers.
- Installation and configuration of Microsoft Teams Meeting rooms , deploying HP, Lenovo, Poly and other main suppliers of Audio Video infrastructure. Hands-on Support including break fix , redeployment and upgrade of all components covering hardwire and software aspects.
Transition/Transformation Data Centre SME
Direct Line Group
07.2018 - 11.2021
- Oversaw end-to-end infrastructure management as Data Centre SME for transition and transformation major projects.
- Directed project management for closure of two datacentres in Edinburgh, ensuring successful handover to site owner.
- Demonstrated expertise in disaster recovery (DR) and business continuity planning (BCP) in planning and coordination of theoretical and actual exercises.
- Managed day-to-day operations and projects, including upgrade, decommissioning, and migration activities across networks, security, and desktop environments.
Senior Infrastructure Services Manager
Computacenter
04.2015 - 04.2018
- Oversaw service delivery for contractual service organisation, achieving service level attainment. Delivered high-level consultancy to peers and customers. Managed and implemented service projects while developing and motivating the team to ensure effective service delivery.
- Governed service delivery and service level attainment, collaborating with heads of function and other ISMs to enhance service offerings from group infrastructure operations.
- Executed major data centre migration programme ahead of schedule without service disruption and within budget.
- Delivered end to end from the GIO technical and ITIL service lines into Computacenter’s Contractual Services accounts. Acted as the conduit for the specified account with varied Computacenter delivery arms.
- Establish and maintain high levels of ownership. Able to communicate on complex issues to meet business and customer requirements to instill confidence and avoid escalations.
- Assess situations, issues and opportunities and escalate when appropriate. Acting as a point of escalation on complex issues and providing appropriate support to other team members
- Provided technical and business input into major DR and BCP projects.
Service Delivery Manager
Quote My Goods
05.2014 - 03.2015
- Start-up company targetting the construction industry matching buyers and merchants for materials.
- Liaising with potential investors.
- Providing Technical Support for company expansion and new areas of development.
- Meeting with potential customers and companies to promote the product.
- Developed and monitored service delivery metrics, using data to inform strategic decisions.
- Designed customised service solutions for key clients, strengthening client relationships.
- Brought people together to form motivated teams for recognising issues and delivering on project goals.
- Presented business performance reports, highlighting successes and improvement areas.
Global Service Delivery Manager
Thomson Reuters
06.2011 - 03.2014
- Served as Service Delivery Manager for the outsourced Global CRM System supporting over 8000 users 24/7. Provided on-call support and online assistance out of hours for 1st and 2nd Level Helpdesk and Support Teams, acted as Incident Manager and Problem Manager, chaired technical recovery meetings, and provided updates to senior stakeholders and management globally. Gained extensive experience with Severity One Incidents involving interfacing systems and various technologies.
- Managed and supervised Level 2 and Helpdesk teams, including Unix/Windows/Oracle groups. Set up new teams and enhanced established teams' performance. Ensured work schedules were prioritised and completed to agreed standards. Implemented continuous service improvement plans across all teams.
- Transition and Project Managed an in-house project which involved local recruitment (50+ people across Unix/DBA,Wintel technologies), training and overseeing infrastructure challenges and issues. Project delivered ahead of schedule and under budget with no loss of service or customer complaint with considerable savings - approx $2 Million per annum
- Hands-on management of Weekend Change and Release Schedule – typically Six Major Releases a year and approx 30-40 Weekend Changes including Infrastructure , Data and Code Related changes both directly and indirectly associated with the main Service. Operational sign-off authority for major releases working throughout the release cycle with offshore Development and QA Teams.
- Weekly CAB attendance and communication owner to major Stakeholders for Weekend changes.
- Regular liaison and management of Development, UAT teams ,3rd Party Suppliers and Vendors to ensure full compliance with OLA/SLA agreements and drive forward with service enhancements.
- Regular liaison and management of Development, UAT teams ,3rd Party Suppliers and Vendors to ensure full compliance with OLA/SLA agreements and drive forward with service enhancements.
Skills
- Project management
- Infrastructure management
- Data centre operations
- Disaster recovery
- Technical decommissioning
- Service delivery
- Vendor management
- AV systems integration
- Microsoft Teams
- Change management
- Risk assessment
- System monitoring
- Technical troubleshooting
- Problem resolution
- Continuous improvement
- Team leadership
- Team development
- Stakeholder communication
Certification
- ITIL 4 certified
- Prince 2 certified
- Product Owner Certified
Timeline
Senior Infrastructure Manager
Direct Line Group
11.2021 - Current
Transition/Transformation Data Centre SME
Direct Line Group
07.2018 - 11.2021
Senior Infrastructure Services Manager
Computacenter
04.2015 - 04.2018
Service Delivery Manager
Quote My Goods
05.2014 - 03.2015
Global Service Delivery Manager
Thomson Reuters
06.2011 - 03.2014