Andre Roelleke-Smyth

Process and Optimisation. Architecture Core ITSM - Configuration, Change, Service Req, Incident, Problem. Service Level Management - Risk, Service Cat, Contract Mgmt, Information Security, Quality Mgmnt. Responsible for 400 staff globally

Short Term contract with DfE to assist in the delivery of: Design Data Service Management processes. Design Data Service Desk Event Management Incident Problem Data Service Request. Written; Policy documents, Working Practice Framework Process Roles, Responsibilities, Capabilities and Title Position matrix (resource management) Event Management Data Root Causes Deliverable monitor Tools ServiceNow, ADO, MS, Visio Leadership x3 contractor

In this assignment, as manager of 30, as part of the Data Analytics Insight Office team, to launch Front Door DaaS to enable proactive, first-class, transparent business service requests using JIRA to track reports and gather requirements to translate onto Cloud-based Qlik reports that is accessible for business. Additional enhanced Risk, Quality, and Compliance policy document and risk register. DATA-SM became resource-oriented, planning, self-sufficient, minimised risk and focused on results.

Appointed to recover the delayed ITSM/ServiceNow Greenfield project. Assessed "as-is" Heritage/Refinitive ITIL-based incident, problem and change processes and appointed project manager to design and modernise legacy processes Service Management Process Architecture, Workflow, Quality Assurance, Procedures, RACI, Root Cause codes, Contributing Factors codes, Governance, Reporting, Workshops training (300 employees), and IPC IT Controls & KPI in a period of transformation and stabilisation.

To maintain technology division all of Agency's customer-facing support activities. ITSM, SIAM Multi-platform, Multi-Vendor, and Stakeholders. Maintenance and updates of products to ensure a very high level of availability, reliability, and quality. Corporate applications (53), cover Business solutions for Finance (Oracle ERP Cloud), Human Resources (Peoplesoft), General Management (Public Website), a wide range of intranet solutions and several applications on three sites Haren-HQ, Bretigny and Luxembourg.

Asset Class: Production Services, Incident, Problem, Escalation, Request. In this contract, responsible for leading the delivery of all back-end production services and redesigned, developed and transformed the ITSM framework cross-functional business streams control of budget (3M SF), including the design delivery offshore incident and problem management delivery teams globally based in India. Instrumental in helping achieve a cost saving of 30%. Eliminated 80% of the 2014 ‘Problem backlog’.

Acting Head of Problem Management for Schlumberger on-behalf of BG Group to supply service management within Europe and North America for Petrel tech customers working in the oil and gas industry worldwide.

Capital Markets Technology for Applications Equity, Business Front Office – Equity Derivatives pricing + Market Making. Senior Manager responsible for Centralised Risk Desk (CRD) technology platform, delivering high quality systematic solutions to maximise trading efficiency to customers, provide production support teams and managing throughout, including coordinating the delivery of consistently superior end-to-end service across regions and functions.

Owner of the Equities and Commodities Trading support desks with responsibility of trading systems, desks, lifecycle events, and corporate action adjustments. Managing a team of 9 FTE support desks and offshore in New York USA and acted a Business/Technology conduct to business development requirements and BAU tasks.

Process and Optimisation leader for the bank, and owner of the Trading Desk support teams coverage.

Affluent, High Net Worth, Wealth, Retail Banking - Managed Incidents that caused issues to the IT environment and coordinated resolution

Project to hand-over the ITSM to Capgemini

Run Production support, Created and Run the Service Desk for BP globally, All major Incident and Events