SD Manager

Service Delivery Manager / Business Systems Analyst / Project Manager






Experienced IT professional with a proven track record of delivering service excellence and cost-effective solutions in the Financial Services sector.


Cross lifecycle involvement, including project management and structured testing, ensures that actions and approach are built on learning and involvement in multiple successful deliveries.




·         Assigned on a variety of roles from Senior Business Analyst to Service Delivery Manager in multiple Blue Chip organisations

·         25+ Years IT experience

·         Prince2 accredited

·         ITIL and COBIT framework expertise




·         Successful delivery of significant Projects and service improvements

·         Implementation of a Continuous Improvement Programme delivering enhanced system availability, cost and risk reduction, and created a foundation on which to deliver value-added change

·         Key member of  programme team to implement a step-change in IT controls across the enterprise of a major US Bank



Leading UK Bank, Business Systems Analyst

Responsible for requirements definition and business analysis relating to the rebuild of a legacy credit card infrastructure and application


Leading US Bank, Lead Business Systems Analyst

BSA supporting a programme to implement a step-change in IT controls across the enterprise, with particular focus on remediation, improvement and sustainability aligned to COBIT, supported by compliance.  Significant achievements during this assignment:


·          Built & populated the control catalogue

·          Led detailed assessment of controls, allied to process, set maturity levels and instigated a sustainable culture.

·          Led work (requirements & testing) with off shore supplier to deliver a system of record.

·          Facilitated extensive uplift in effectiveness of controls.

·          Delivered a single view of controls by embracing SOX and SAS70 into control catalogue.

2003 – 2005

Leading UK Bank, Service Delivery Manager

Service Delivery Manager and member of leadership team at 500-user Front Office and Operations site. Line managed a £2m, 25-strong, Application Management team delivering design, build, test and support services for 20 applications (mix of Microsoft, Unix & AS400 platforms). Responsible for provision of live service from internal supplier, via Service Level Agreement.


Also held the role of IT Project Manager responsible for £1.5m of change, as part of £25m Programme. This programme successfully delivered a new fund-based investment product designed to increase revenue, retain existing business, grow new business and improve the client experience. Significant achievements during this assignment:


·          Led the regions IT programme, delivering:

o         new business growth of 400% through system enhancements to support the new product.

o         50% reduction in client attrition and increased revenue through an automated Transition suite that allowed 30,000 existing clients, representing£3bn assets, to migrate to the new product in 6months.

o         much improved client experience through a re-engineered client report pack.

o         proactive client contact via technology upgrades and system enhancements. 

·          Delivered improved system availability, cost and risk reduction and a foundation on which to deliver value-added change through a proactive, hands-on approach and implementation of a Continuous Improvement Programme.

·          Delivered service improvements, through implementation of a strategic web-based solution, as Project Manager. £1M project, 50 people, 1200 man-days.

·          Significant increased revenue through supporting the integration of 3rd Party acquisition into the Group

·          Achieved operational efficiencies of £150k per year and service improvements as Project Manager, by delivering a scaleable, outsourced solution for production of Contract Notes. £½M project, 30 people, 500 man-days. 


1999 - 2002

Leading UK Bank, Senior Project Manager

Created a formal IT project management function, built around a team of 6 providing Project Management, Business Analysis and System Testing skills for change activity across the region. Championed Project teams to utilise in house standards for change control and project governance. Significant achievements during this assignment:


·          Delivered operational efficiencies of £250k per year and significant service improvements as Project Manager, implementing a thin client application linked to back office system to generate client report pack.

·          Worked closely with third party consultants (Odyssey Asset Management Systems) to define the high-level design to integrate OAMS Triple’A product with legacy systems.

·          Delivered a package of system changes to facilitate the migration of customers across the Group.  Instrumental in establishing a viable migration strategy. Worked with other Bank to establish and build a data feed to support the Stock Reconciliation function.

·          Delivered significant increase in Front office throughput via an extensive programme of technical change to improve the performance of the mission-critical application for discretionary portfolio management. Instrumental in establishing Inex Consulting as workflow partner for Staffware.

·          Delivered a more efficient operating model around physical transaction matching for Stock Reconciliation. Re engineered the development & support for externally built reconciliation engine, by bringing the function in-house, saving £300k p.a.

1995 – 1999

Leading UK Bank, Systems Development Manager

Responsible for Front Office Investment systems development (Unix/Ingres/Staffware), plus evolving desktop capability (Microsoft), including live support. Team size varied between 10 & 20 depending upon projects undertaken. Delivered Crest interface.

1990 – 1995

Leading UK Bank, Senior Business Analyst

Responsible for the design and testing of a new system to support the administration of Executorship and Trustee (E&T) cases for the new processing centre. Part of Trust Company transformation programme. Major role during this period was as lead analyst on the project to launch a new life product on the Paxus system. Focus was requirements, testing and implementation.


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