1. Neil Doody
: 07713 242988 : neil@mcfcsussex.net
PERSONAL STATEMENT
Over my many years in IT services I have developed an extremely professional approach to:
• Providing robust Governance to protect business service availability
• Managing organisational compliance protocols
• Managing service transition to ensure business readiness of all business solutions prior to delivery
• Nurturing collaborative relationships between my clients and their suppliers
• Applying the PRINCE2 project management standard
• Understanding the ITIL Service Transition and Operation framework
• Ensuring effective Incident & Problem Management disciplines are in place
• Following strict Change Management practices
• Providing innovative Continuous Service Improvement
• Providing personal development and coaching to my colleagues
ACHIEVEMENTS
 Developed and streamlined an effective project transition process between Project Managers and our
outsourced Application Support service provider.
 Provided essential subject matter expertise to the Project Management resource pool and to the
outsourced Application Support team.
 Managing various size teams from 3 to around 20, with a large degree of success in mentoring and
coaching people to deliver improved standards of quality service, and high levels of discretionary effort.
 Coached suppliers to follow a robust change management process when applying problem resolution.
 Managed a project that achieved a 54% reduction in the number of IT major incidents over a 6-month
period by the use of triage, prioritisation and focus.
 Travelled to India to coach the offshore Application Support teams to use good problem diagnosis and
prioritisation techniques.
 Demonstrated a proven capability to present messages that engage people to support the delivery of
quality solutions and services with a collaborative spirit.
 Displayed an excellent ability to communicate with all levels of staff both verbally and in writing.
 Proven presentation skills with considerable experience presenting to large groups of people.
 On time and within budget delivery of Programme level infrastructure and software projects
 Demonstrated an outstanding natural ability to develop and train staff so that they enjoy the experience of
learning.
Technical Skills Gained:
 ISEB exam pass – Requirements Engineering
 ISEB exam pass – Integrating Off-the-shelf Software Solutions
 ISEB exam pass – ITIL® Foundation in IT Service Management
 ISEB exam pass – ITIL® Intermediate - Operational Support and Analysis
 ISEB exam pass – ITIL® V3 Foundation
 Project Management to Programme level
 Supplier and Business Relationship Management
 4 years experience of managing Service Transition through the development lifecycle
 Job Control Language to course instructor standard
 Learning and Development instruction and excellent presentation skills
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2. CAREER SUMMARY
Role Employer Sector Period
Technical Supervisor Bullhorn International SaaS 01/15 – 07/16
Project Manager RBS Banking 08/13 – 08/14
See below Diligenta (Following TUPE) Pensions 03/12 – 06/13
See below Friends Life Pensions 04/99 – 03/12
Operations Analyst Phillips Petroleum (US) Energy/Oil 05/98 – 04/99
Operations Manager Palmer and Harvey McLane Distribution 11/94 – 05/98
Clerical Officer Department of Social Security Public 10/92 – 11/94
Operations Manager B&Q Plc (Now KITS) Retail 10/85 – 01/91
Computer Operator Seeboard (Now EDF) Energy 04/80 – 10/85
Bullhorn International
Technical Support Supervisor Jan 2015 – Jul 2016
 Managed and coached development of the 1st
and 2nd
tier analysts within the technical support team
 Performance manage the team of analysts ensuring their performance exceeds target expectations
 Manage incident and problem escalations, ensuring we meet the needs of clients in a timely fashion
 Own the delivery of change management messages and processes to direct reports
 Proactively collaborate with others in new initiatives, projects or programs
 Makes a practice of being available to direct reports and stakeholders, staying on top of issues and
communicates updates in a timely manner
Royal Bank of Scotland
Project Manager – Batch Transformation Programme Aug 2013 – Aug 2014
 Managing the seamless transition of 4 work-streams of a Batch Transformation Programme
 Ensuring all stakeholders were aware of the planned business change and had performed the necessary
tasks to facilitate the seamless transition of the solutions into business use
 Managing the Design and Build of one solution ensuring the solution was compliant with RBS standards
and delivered on time and within budget
Friends Life
Transferred by TUPE to Diligenta in March 2012 and made redundant in June 2013 after the role I
performed was outsourced
Service Transition Manager May 2010 – June 2013
 Following a robust decision making process to select the most appropriate suppliers of hardware, network
and code development solutions
 Building a strong collaborative relationship with the Architectural team to enable sound design and
procurement decisions to be made
 Communicating effectively to ensure all stakeholders were aware of the status of projects
 Providing a single point of contact between Application Support (outsourced) and Service Delivery
(outsourced) resulting in a significantly improved level of collaboration between the two suppliers
 Providing key subject matter expertise and guidance to the Project Management Office and the project
management resource pool
 Managing the project portfolio from an Application Support perspective
 Managing the relationship between Application Support (outsourced) and internal IT and business
managers
 Managing Service Transition from Design through to Operations.
 Managing Application Support performance versus agreed service levels
Senior Analyst and Batch Support Team Leader Jan 2008 – May 2010
 Managing a team of IT Solutions Delivery subject matter experts
 Provided consultancy and support to Solution Delivery and Application Support
 Managing the Acceptance Test Support and Production Control function
 Managing corporate EDI solution providing strategic partners with commission data
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3. Seconded to Business Services as a Business Consultant Sep 2006 – Dec 2007
 Successfully engaging staff from all business units to support the aims of a ‘6 star’ customer services
programme
 Promoted the use and application of LEAN principles, to increase process effectiveness, customer
satisfaction and employee satisfaction
 Wrote and delivered workshops enabling employees to work with change, uncertainty and ambiguity
 Worked with Finance Administration, Group Risk and New Business Administration teams improving their
process efficiency
Managing Production Control and Change Management Apr 1999 – Sep 2006
 Batch Incident and Problem Management
 Data and system Change Management
Technical Certifications:
• MS ACCESS Advanced
• OS/390 Job Control Language
• Unix Primer
• Javascript
• Intro to VB .NET Programming with MS . NET
• Jobtrac Scheduling Advanced
Personal Interests:
My personal goal in life is to see England play test cricket in every test-playing nation.
I enjoy watching Football and Rugby Union.
I am secretary of the Sussex branch of the Official Supporters Club of a Premier League side. I host their web
site and organise all match tickets and travel.
I am a life member of Sussex County Cricket Club, and a member of Surrey County Cricket Club.
References: References are available on request.
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