Steve Haslam

Steve Haslam

IS Service Delivery Manager @ Northern Trains| Service Operations, Incident Management

Buxton, England, United Kingdom
476 followers 476 connections

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Wakefield College

About

At Northern Trains, my role as IS Service Delivery Manager centers on optimising service operations for a workforce of over 6000. My commitment to ITIL frameworks and service improvement initiatives has enabled me to effectively manage stakeholder relationships and refine service delivery processes. These efforts contribute to maintaining robust service levels and achieving key performance indicators.

My tenure has been marked by a dedication to the development and implementation of a comprehensive IS Communication Strategy, and the fostering of team growth through targeted training programs. With a focus on incident and problem management, my approach is always customer-centric, ensuring that technology serves as a catalyst for organizational productivity and user satisfaction.

Activity

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Experience

  • Arriva Rail North (Northern)

    Arriva Rail North (Northern)

    13 years

    • Arriva Rail North (Northern) Graphic

      IS Service Delivery Manager

      Arriva Rail North (Northern)

      - Present 7 years 4 months

      York / Manchester

      • Senior management responsibility for leading the IS Service Operations team, delivering frontline support services to 6000 internal Arriva Rail North employees across the North of England.
      • Accountability for all Service Operations policies, processes and procedures, including Incident/Problem Management and Request Fulfilment.
      • Delivery of period KPI performance statistics and analysis.
      • Stakeholder and supplier management.
      • Contract management.
      • Service level…

      • Senior management responsibility for leading the IS Service Operations team, delivering frontline support services to 6000 internal Arriva Rail North employees across the North of England.
      • Accountability for all Service Operations policies, processes and procedures, including Incident/Problem Management and Request Fulfilment.
      • Delivery of period KPI performance statistics and analysis.
      • Stakeholder and supplier management.
      • Contract management.
      • Service level management.
      • Service delivery and Service improvement.
      • Responsible for IS Communication Strategy.
      • Responsible for IS team training and development.
      • Responsible for Service Transition activities.

    • Arriva Rail North (Northern) Graphic

      IS Servicedesk Manager

      Arriva Rail North (Northern)

      - 7 months

      York / Manchester

      Managing a medium sized team that provides 1st and 2nd line support to a user base of over 5000 users. This entails providing support, conducting personal development reviews with each member of my team.

      I also provide periodic reports that are presented to the Head of Information Services and other managers within the department.

      As part of the role I have built and maintained a good working relationship with key stakeholders within the business and third party suppliers.

    • Arriva Rail North (Northern) Graphic

      Senior Technical Support Analyst (IS Helpdesk Manager)

      Arriva Rail North (Northern)

      - 1 year 10 months

      York

      As Senior Technical Support Analyst, I was the escalation point of contact for the IT Servicedesk. I also conductors periodic 121's with the Servicedesk team to evaluate performance and areas for improvement.

    • Arriva Rail North (Northern) Graphic

      Technical Support

      Arriva Rail North (Northern)

      - 3 years 11 months

      York, United Kingdom

      Providing 1st / 2nd line support either over the phone or as part of visits.

  • IT ServiceDesk Analyst\Backdesk\Incident Management

    Balfour Beatty Civil Engineering Ltd

    - 3 years 3 months

    Wakefield, United Kingdom

    While at Balfour Beatty i provided 1st/2nd Line support for customer over the phone and also as deskside support.

    I also actively monitored the 'Backdesk Queue', this is a functional desk that any difficult call thats cannot be resolved at 1st line level go to for more in depth diagnosis.

    On top of both these job roles i also the Deputised for the Incident Manager, i did this job role when the full time incident manager was off, this role involved monitoring the worklists of all…

    While at Balfour Beatty i provided 1st/2nd Line support for customer over the phone and also as deskside support.

    I also actively monitored the 'Backdesk Queue', this is a functional desk that any difficult call thats cannot be resolved at 1st line level go to for more in depth diagnosis.

    On top of both these job roles i also the Deputised for the Incident Manager, i did this job role when the full time incident manager was off, this role involved monitoring the worklists of all the support teams, actively owning any high priority incidents and security breaches which occur, delegating staff to ensure the quickest possible resolution, liasing with Business Systems Managers and also directors, arranging ECABS for the Infrastructure team to complete the work they are required to do.

  • Fujitsu Graphic

    Systems Operations Analyst

    Fujitsu

    - 5 months

    I provided 1st and 2nd Line support to over 1000 users in the Government Office.

  • ICL Fujitsu Graphic

    Field Resource Operations Analyst

    ICL Fujitsu

    - 2 years 5 months

    I would ensure Fujitsu customer contracts are fulfilled by ensuring engineers are able to repair technical equipment within agreed timescales. This would involve ordering of spares, scheduling engineers and most importantly, keeping the end user (customer) informed of the progress of their fault log

Education

  • Wakefield College

    NVQ Level 2 Bricklaying

    -

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