Rajeev John

Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

Experienced Service Management professional

A strategic and high-performing technology leader with a passion for delivering customer-
focused Enterprise Service Management outcomes through stakeholder engagement, Service
Design, Transition & Operations gained from over 25 years of experience within the technology
and consulting.

Strong coaching, mentoring, and development skills combined with excellent technical
capability and an eye for potential technology leverage opportunities.

Trusted advisor on all things Service Management with hands-on experience in delivering
quantifiable and sustainable improvements in ITSM capability.

Confident communication at all levels. Always the go-to person for troubleshooting complex
issues across any business area due to the ability to quickly learn, assimilate large volumes of
information and deliver solutions to satisfy commercial and strategic needs. Demonstrated
ability to instill a common vision and develop a dynamic successful team based on trust and
mutual respect.

A successful track record in defining and delivering digital change programs

Certifications
 ITIL v3 - Foundation - Passed
 ITIL® 4 Foundation - Passed
 ITIL® 4 Strategist: Direct, Plan, and Improve (DPI) - Passed
 ITIL® 4 Specialist: Drive Stakeholder Value (DSV) - Passed
 ITIL® 4 Specialist: Create, Deliver & Support (CDS) - Passed
 ITIL® 4 Specialist: High Velocity IT (HVIT) - Passed

PRINCE2® AGILE FOUNDATION

AND PRACTITIONER
 PRINCE2® AGILE FOUNDATION AND PRACTITIONER - Passed
 Lean Six Sigma Black Belt - ISO 18404:2015 - Passed
 SIAM - Foundation - Passed

Expertise: Service Management / Change Management / Leadership / Roadmap

development / Service Improvement / Vendor Management / Client Relations / Incident
Management / Major Incident Management / Problem Management / Team Management /
Asset Management / Continual service improvement/SACM/NPS commitments
exceeded/Configuration and implementation of TopDesk and ServiceNow/Azure/Intune/M365/

EXCELLENT REFERENCES AVAILABLE ON REQUEST

 Rajeev John
Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

HTML, AWS and microservices.

Knowledge and experience of:

 project delivery methodologies (Agile/SCRUM/SAFE/DSDM)
 Digital applications (Web, E-Commerce, Point of Sale, Identity Management & Content
Management)
 CRM applications (Registration, Data Handling, Customer Support, Regulation, Security,
Marketing)
 ERP applications (SAP/S4 Hana, Finance, Logistics, Procurement, Supply Chain)
 HCM applications (Workday)
 Experience of working in a shared services environment.
 Service Now, Advanced Excel, Visio, Sharepoint, Teams, Confluence, Jira.

Key Skills

• Excellent experience in setting up new helpdesk/support desk

 Budget (P&L) Management - £1 million+
 Managed Services (MSP) - Managing on-site and off-shore teams
 Experience in working with a diverse range of stakeholders from executives to end
users, establishing strategic goals, understanding and quantifying end-user
requirements, providing end-to-end solutions, and ensuring that change is successfully
managed.
 Experience in administering and creating workflows using TopDesk, and ServiceNow.
 Experience in defining roadmap and rollout of the IT service integration and
management strategy and the associated process framework used across IT.
 Extensive experience in a service management leadership role where I’ve led and driven
a service culture.
 An excellent communicator with well-developed relationship, leadership, planning,
coordination, organizational, problem-solving, and analytical skills
 Recognised as a builder and leader of high-performance teams.
 Conduct continuous review and refinement of the key performance indicators (KPIs) and
critical success factors (CSFs) that teams must adhere to.
 Experience in identifying automation opportunities to optimize cost.
• Onboarding of and transitioning of new services into the Service Desk.
• Drive continuous improvement to support engagement, efficiency, and collaboration
across the Service Delivery function
• Managing/Co-coordinating with third-party suppliers
• Major Incident Management (P1, P2)
• Problem Management, Change Management, CSIP
 ISO 27001, Cyber Essentials, understating on ISO 2001

EXCELLENT REFERENCES AVAILABLE ON REQUEST

 Rajeev John
Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

Goal:

A strong desire to progress, and the use of continual professional development to achieve this goal.

EXPERIENCE & ACHIEVEMENTS

Global Service Delivery/Support Manager • Dyson • September 2022 – to date

(contract)

I have been brought in to work closely with Service Managers, Account Owners, and Operational
Partners across the organization to deliver and maintain world-class production operations capability to
deliver around-the-clock 24/7 support in more than 50 countries.

Primary responsibilities: to create an eco-system of various services that are supported by 100s of
applications, identify gaps, trends, and workarounds, open known issues from the previous Major
incidents in the current ITSM capabilities, work with various stakeholders to fill the gaps and align the
consolidated capabilities with the roadmap that the business is moving towards. I am also responsible
for identifying and quantifying risks and updating the risk register to ensure that ITSM processes are
working effectively and efficiently. My role is critical in ensuring the 100s of applications that run at
Dyson are reliable, risk-free, and have appropriate support in place to successfully get through the peak
festive periods globally.
 
Responsibilities:
·        Providing day-to-day alignment across operational partners and internal teams (Service
Desk/Infra/Security/Data)
·        Providing day-to-day support for operational service tools and processes
·        Providing IT operational support on incident/problem categorization/prioritization
·        Providing day-to-day governance and decision-making for production changes and problem
workarounds
·        Coordinating across the Company/Partner/Vendor organizational eco-system – establishing and
chairing conference calls and mediating when required to maintain (or recover) production service. 
(including requirements for Applications, Infrastructure, Data, Security & Risk)
·        Providing internal stakeholder (IT & Business) coordination and status updates on production
service – including communicating impactful updates on production incidents and MIM status.
·        Providing insight and measures on IT service performance against business processes KPIs/SLAs
·        Managing OAT and Service Acceptance requirements with IT delivery teams
·        Provisioning and managing business expectations on production outages for IT change and service
maintenance
·        Representing Service Operations changes and acceptance decisions as necessary for CAB approvals
·        Maintain operational change control over CAB-approved standard changes (Infrastructure and
Application changes)

EXCELLENT REFERENCES AVAILABLE ON REQUEST

 Rajeev John
Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

·        Facilitating IT production service education and training as necessary across the organizational eco-
system
·        Tracking and implementing Support Practice CSI – including implementation of self-serve capability
and service automation and self-heal technology
·        Publishing routine reports on regional CSAT, and priorities operational partner performance.
 

Head of Service Management • Chorus | An Award-Winning Managed Service

Provider in Bristol • May 2021 – August 2022 (Fixed term contract)

I was brought in to streamline the working practices of the service desk, identify training
needs by doing a training needs analysis, implement the ITSM framework and get the
service desk ready for SDI certification.

 Member of the Chorus’s IT Leadership Team, actively promoting the benefits and
encouraging the adoption of service management principles across the whole of IT and
beyond, as the reach of Enterprise Service Management expands across multiple clients.
 Led a team of 33 people in hybrid locations, with total accountability for the Chorus’s
24/7/365 Service Desk, and all operational service management practices.
 Development and implementation of the company’s IT Service Management strategy
 Effective communications with the customer to manage expectations and demonstrate value,
underpinned by a focus on continual service improvement
 Monitoring, controlling, and supporting IT service management function with responsibility
for establishing and implementing a standard set of global systems, methodologies, and
procedures and reviewing them regularly
 Ensuring that the IT service management function meets both agreed service and
performance levels
 Ensuring that services are reflected and maintained as detailed within the IT Service
Catalogue
 Led the continued adoption of Agile practices to create a culture of continuous integration in
a client-facing environment
 Managing suppliers to meet KPIs and other agreed targets and continually improve customer
satisfaction
 Be responsible for assessing service delivery risks and developing mitigation and action plans.
 Manage Chorus’s Net Promoter Score (NPS) program and implement, with the coordination
of another team/departments, companywide improvements to address the identified areas as
per the customer feedback.
 Accountable for defining and delivering digital change programs.

Ownership of the

 Incident Management Process,

 Change Management/Enablement (Normal/Standard/Emergency) – 5 activities (RPAER)
 Problem Management (RCA/workaround/permanent fix)

EXCELLENT REFERENCES AVAILABLE ON REQUEST

 Rajeev John
Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

 Knowledge Management (KB and in tickets)

 Service Transition,
 Process Governance,
 Service Management
 Process owner for ServiceNow implementation
 Configuration and customization of ServiceNow workflows.
 Working with internal customers, external customers, and external partners to design,
develop, configure, test and deploy new functionality and contribute towards fixing
existing issues.
 In-depth knowledge and understanding of ServiceNow functionality and ITIL
processes can be implemented in ServiceNow including but not limited to Incident,
Change, Problem, Knowledge, CMDB, Asset Management, Service Catalog, and
Service Portal modules.
 Experience with ServiceNow reports/metrics as well as performance analytics.

Achievements:
 Delivering an 83% improvement of failed changes and a 23% reduction in repeat incidents
after the implementation and ownership of ITIL-based processes including major Changes to
the Change Management and Incident Management processes as well as the creation of a
Problem process.
 Implemented new ways of working that reduced MTTR of Major Incidents by circa 40% - this
was achieved through a mixture of automation (implementing incident response tooling),
improved adherence to the Major Incident PIR process (achieved a drop of 20% outstanding
actions) and significant improvements in Problem Management (driving an engagement
increase of 20% more Major Incidents into Problems).
 Building a team of professional Service Management Analysts into one function from 4
disparate and unaligned divisional processes. Driving consistency and improvements in
processes and reporting and supporting the stakeholders/service owners in delivering
complex IT Services to the business.
 Successfully implementing a new instance of ServiceNow, managing challenging business
and IT stakeholders to deliver this complex business change with minimum disruption.
 Improvement of FCR from around 60% to 89%. This was achieved by
o Empowering Tier 1 support to perform Tier 2 tasks
o Creating knowledge base items for common, easily fixable items
o Problem management
o Coaching and development
o Swarming
o Implementing shift left approach.
 On track towards getting the service desk 3-star certified by SDI.
 Service Design & Service Transition – successfully made the transition of the ITSM tool with
minimal disruption to the service desk team and to the services provided.

Head of Service Management • VWV | A Leading UK Law Firm & Award-Winning

Solicitors • October 2017 – April 2021

EXCELLENT REFERENCES AVAILABLE ON REQUEST

 Rajeev John
Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

 Lead the day-to-day management of all IT processes focusing on Incident Management

including coordination of fix activities.
 Organise and facilitate IT Incident meetings and assist, where necessary, with Business
incident meetings
 Implementation and reporting on SLAs and KPIs
 Assist in the delivery of service management reporting to IT and business partners, using
3rd party support partners where appropriate
 Aid in the response to service-impacting incidents, with the managing and organizing of
resolver groups, and incident meetings and ensuring appropriate updates and actions
are communicated to key individuals and real-time updates recorded in the ticket
logging system
 Conduct trend analysis of incident data providing reports on “hot spots” to relevant
resolver groups
 Facilitate and coordinate Problem Management root cause activities on incidents where
required, tracking actions, owners and deadlines.
 Assess key IT projects/initiatives to identify possible impacts on the business, and
communicate accordingly to ensure there is awareness of upcoming changes and their
implications
 Ensure relevant documents are drafted, updated, and stored both centrally and with the
records in the Service Management System (E.g., Incident reports and Root Cause
Analysis documents, etc.)
 Assist in the development and implementation of new IT Service Management
processes and procedures where applicable
 Initiate and manage bridge calls, post-incident reviews, root cause meetings, and
business and customer service reviews where appropriate
 Management of Service Desk team with daily tasks - incoming calls, user creations,
password resets where required
 Create and maintain items in the known errors database to aid the Problem Process
 Participate in process improvement initiatives to help the team work more efficiently
and effectively
 Responsible for Incident, Request, and Escalation processes ensuring high levels of
performance in these processes, accurate reporting, and establishing service
improvement activities when required.
 As the owner of the escalation process I take ownership of major incidents to ensure
coordination of resolving parties, effective communication to stakeholders, lead
appropriate communications during escalations and post-incident review
 Drive internal and third-party service review meetings covering performance, service
improvements, quality, and processes.
 Involvement in the definition/refinement of foundational support needs including
Statements of Work with Supplier Partners, Service desk Policies/Procedures, SLA and
Management Information with customers
 Service Management Reporting
 Provide regular and accurate management reporting on IT Service performance

EXCELLENT REFERENCES AVAILABLE ON REQUEST

 Rajeev John
Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

 Provide trend analysis

 Drive continuous improvement into the Service Desk processes
 NPS commitments exceeded
 Accountable for Problem Management including root cause analysis, and lessons
learned
 Accountable for Change Management which includes RFCs, heading CAB/eCAB, post-
implementation reviews
 Accountable for Major Incident Management

Achievement:

 Developed the Support Desk function to move away from being a fully reactive desk, to now
being far more proactive and reducing ticket volumes through effective management,
analysis, and preventative measures implemented through both system enhancements and
targeted utilization of the IT Training team.
 Defining a Service Management vision, mission statement, strategy, roadmap, and framework
- applying ITIL v3 best practices across all 5 volumes of the ITIL framework as well as
designing, delivering and managing a new Service Desk and Incident / Service Request
Management process to provide a single a point of contact and 1st line support capability.

As a result of this Service Management Transformation, efficiency and customer service

significantly improved.

Bristol City Council (Public Sector): Support and Delivery Manager : Sep 2007 to
Oct 2017

To manage the performance of Level 1 and Level 2 services & support to clients (internal and
external) and ensure that service levels are achieved. To ensure that customer expectations are
met or exceeded. Responsible for ensuring the staff is meeting and exceeding expectations in
performance, meeting defined metrics/benchmarks, and that standards and processes are
followed to provide effective customer service and meet requirements.

Key responsibilities:

• Defined and implemented a service management strategy and a new operating model including
changes to people, processes, and tools which enabled significant and sustained C-Sat, Service Level,
and cost improvements.
• Lead a team of 50+ delivering Service Desk, On-Site Support, Business Relationship Management,
Service Management process and tooling, and Vendor Management.
• Implemented a new ITSM Toolset (Freshdesk), ITIL/ITSM process training, and refreshed set of KPIs
and reporting, managing to improve performance and address pain points for the business and IT
teams. This was done in a few months and in parallel to a significant re-organization of the IT
services teams, to work in a new operating model.
• Established a single and effective service introduction and service management framework

EXCELLENT REFERENCES AVAILABLE ON REQUEST

 Rajeev John
Bristol
Tel: 07786968876 Email: rajeevjohn@outlook.com
Achievements info on: www.linkedin.com/in/mr-rajeev-john

• Re-defined and implemented service catalog (s), and service level management to IT charging
frameworks, enabling the council-wide ICT strategy to bring all technology services across the
enterprise under a single SIAM model.
• Increased maturity and capability of the central service desk delivering improved C-SAT, SLA
achievement, team morale, new tools like Live Chat, and Knowledge Base, taking on additional
services, and lowering cost per contact.

Lloyds TSB: Incident/Helpdesk Analyst: Jan 2004 to Sep 2007

Natwest Bank: Incident/Helpdesk Analyst: March 2003 to Dec 2003
Barclays Bank: Incident/Helpdesk Analyst: Nov 2002 to Jan 2003
Orange PLC: Analyst/Programmer: Nov 1998 – Sep 2002

EXCELLENT REFERENCES AVAILABLE ON REQUEST