The Hyde Group

I lead and evolve the IT  Service Delivery Teams, improving technology and processes by providing  solutions  to  complex  problems. Key to making this happen is building relationships across teams and business partners. 

- Management of the IT Service Desk and 2nd Line Technical Analysts, serving 1400 users across 15 offices and 30 micro sites
- Running daily stand-ups to fast-track collaboration
- Management of ticket swarming practices across multiple resolver teams.
- Major Incident, Problem and Change Control.
- Access Control, IT Asset Mgt, Licence Mgt
- Continual Improvement & Knowledge Management
- Business, Supplier & Service Catalogue Management
- Author of Daily, Weekly, Monthly reporting
- ITSM Tooling enhancements (Cherwell).

Technology my team support
- Laptops / Mobile phones / Video Conference / SCCM / Printing
- Zscaler / Office 365 / OneDrive / Azure AD / Win10
- MS Teams / Cherwell / Jira / Confluence/ Amazon Connect / Salesforce Cloud Voice
- Exchange Online / Egress Secure Mail / Sharepoint / VPN
- Business Systems (Northgate, Finance apps, Workday, Total Mobile Connect)

IT Service Delivery Manager

Achievements
- Transformed Change Control from a siloed process to a dynamic, collaborative and peer reviewed practice
- Reduced the open problem backlog by 50% over 2 years which also reduced major incident frequency
- Improved client satisfaction with two departments via regular service reviews, reducing live action items by 60%
- Reduced monthly tickets from 2500 to 2000 using new Tech and Self-Service

IT Service Manager

No-Nonsense Leadership

Pro-bono strategic advisor at www.No-Nonsense-Leadership.com

- Thought leadership.
- Content creation.
- Coaching and mentoring.

Principal Consultant (IT Service)

Sprout Technologies Ltd (SproutIT) [CTS]

Global Support Model with operations based in London and New Zealand, supporting 25 client companies in the Legal Sector. 

Member of senior management team.

Responsible for a highly collaborative set of teams: IT Service Desk (1st - 3rd Line) and Field Engineers.
• Leadership of 20 staff (6 direct reports, 2 team leads)
• Major Incident, Problem, Event and Change Management 
• Dynamic reporting via BrightGauge (SLA, Backlog, KPI)
• Knowledge Management via ITGlue & SharePoint, ITSM:ConnectWise.

Head of Support Services | Legal IT (IT Managed Services)

Partnership

Responsible for IT Service Desk, Desk-side Support, Service Level Management, Service Reviews, Problem Management, Critical Incident Management, Access Control and ITIL processes. Kanban & Agile formed our delivery model in the project space.
•	Management of 6 staff across two offices (London/Redhill)
•	Customer Relationships / VIP support / Supplier management
•	Service Introduction / Service Catalogue / Continuous Improvement.

Partnership Assurance Group plc is a provider of non-standard annuities for individuals with medical or lifestyle conditions. In April 2016 it became part of the JRP Group.

IT Service Manager | Financial Services

Advanced

Managed a department of 30 staff with 3 team leads. Supported 75 companies handling 4000 tickets per month. Major Incident Manager (on-call 24x7).
•	Progressed 12 support staff into new careers.
•	Created the Service Request Team to improve quality control
•	Managed the 24x7 NOC team
•	Integrated TUPE staff from two external client companies.

Manager | Service Desk & 24x7 NOC (IT Managed Services)

CULVERTON SIDCUP MANAGEMENT COMPANY LIMITED

Director from May 2008 - February 2012. Part time. Property Management of 12 apartments. Arranging accounts, book keeping, solicitor enquiries, tenant dispute handling and building works. Sold my apartment in 2012 (retired as Director) but still played an active part in the administration up to Feb 2018.

Director (2008-2012)

Accenture

Managed the Service Desk & Desktop team: 10 staff & 2 team leads. Our customer was the MHRA - the UK's medicines regulator. 1000 end users. I also managed the global coordination between the London-Bangalore Service Desks. Transitioned HP Service Desk to Remedy ITSM.

Manager | Service Desk & Incident-Problem Mgt | IT Outsourcing

Managed a team of 4. Set up a service desk in Bangalore and won the Accenture People Development Award.

Service Desk Team Lead | IT Outsourcing

An IT Support role. Created the knowledge base for two merging helpdesks and cross-trained the newly merged teams. Designed processes using Visio and Dreamweaver.

IT Service Management Analyst | IT Outsourcing

Application programming using Plexus 4GL, VB, E-SQL and FoxPro; documentation of processes; infrastructure support of Windows NT, UNIX and backups.

Software Analyst | Application programming

BAE Systems

Aerospace and defence. Working in large, collaborative teams to develop mission critical, real-time software using C and ADA. Detailed  design, coding and testing. Worked on the Eurofighter Typhoon project.  (www.eurofighter.com).

Software Engineer | Defence-Avionics

Scotting Services / PTL Interiors

Worked in various roles in the construction industry to fund Global travel after University and support myself during my Postgraduate Degree.

Construction Industry ⚒

Ian Scotting

We live on a wonderful planet, one just has to make time to explore it. I had a dream to visit the places I had learned about as a boy. The rainforests, coral reefs, mountains, canyons and glaciers. So I worked, saved up, and went... https://scotting.com/wanderlust

Explorer - Backpacking World Tour 🌏

“The Service Delivery Evolutionist”

Co-creating improvements one idea at a time.

I help people and organizations achieve excellence and efficiency within IT Operations and Service Delivery.

 🌴 www.Scotting.com 🌴 

📞 +44 (0) 7761 357442

📧  ipjscotting@gmail.com

Previous roles, professional and otherwise:

👷🏻‍♂️  Floor-layer
👨🏻‍🎓  Student
🐟  Marine Biologist
🌎  Backpacker
🏝️  Orlando Vacation Rentals
🎬  Director (Property Management)
📖  Book Keeper
🛩️  Software Engineer (avionics)
🧢  Software Analyst
🕶️  IT Service Manager

A varied and diverse portfolio of career experiences has helped me to evolve service delivery teams and identify highly motivated people that can co-create and build high performance teams. 


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