1. VincentCallaghan@yahoo.co.uk
49 Ashiestiel Court, Greenfaulds,
Cumbernauld, Glasgow G67 4AU.
Tel: 07775791281
Adaptable and driven Team Manager with experience in the Recycling, IT and Finance industries. I have strong
management and leadership skills, with a proven capacity to build successful teams and establish well organised,
dynamic business units. Currently out of work due to redundancy, I am looking for the right opportunity to bring my
expertise to a management position.
MAIN COMPETENCIES
 Recycling and Landfill Management
 Problem Management
 Incident Management
 Team building and leadership
 Project Management and support
 Process, performance and quality improvement
 Organisational change
 Strategic planning
 Cross Functional team work
 Relationship Management
CAREER OVERVIEW
AREA RECYCLING & LANDFILL MANAGER TARMAC: Glasgow - May14 to
Jul16
Area Managed: Scotland and North East England
 Six recycling sites. (Recycling of Inert Waste to Aggregate)
 One open landfill site. (Restoration)
 Two closed landfill sites. (Monitoring and aftercare).
Duties:
 Scheduling the movement of mobile crushing and screening equipment between sites.
 Organisation of aggregate washing operations between two sites.
 Maximise the use of assets to ensure that production meets forecasted sales.
 Scheduling of site and plant repairs and maintenance with internal staff and third party contractors.
 Hiring of plant, equipment and resources as required.
 Creation and application of business strategies for all sites.
 Budget, account and stock management to ensure that profits are maximised and regional targets are
achieved.
 Provision of reports and presentations for management.
 Recruitment, management and development of staff.
 Application of Site rules and Health & Safety standards to ensure a safe working environment.
 Work with the commercial team to increase market share and develop key customers.
 Liaise with both internal teams (Quality Management, Planning, Compliance and Permitting) and external
bodies (SEPA, HSE, Local Authorities, BSi, Waste Management Scotland) to ensure legal compliance with
environmental, waste and planning regulations and the WRAP Protocol.
 Manage and investigate customer queries and complaints.
 Recycling stakeholder at local and regional meetings.
 Growth of the Recycling business through the development of existing sites, the opening of new sites and
product innovation.
Achievements:
 The opening of three new recycling sites which increased our profitability and market growth.
 An improved relationship with the internal and external commercial teams through site visits, greater interaction
and quick responses to all enquiries. This led to an increased awareness of recycling products and resulted in
increased sales.
 Ensured compliance with Internal and External Audits, meeting ISO 9001 and 14001 standards.

2. PROBLEM MANAGEMENT TEAM MANAGER. FUJITSU: Sydney, Australia - Jan12 to
Mar14
I was responsible for the delivery of Problem Management to our customers across Australia. I managed a team of
18 Problem Analysts based at three locations: Sydney, Melbourne and Perth. I also managed a team of 7 Problem
Analysts based in New Zealand for short periods.
The purpose of the role was to provide leadership, support and direction to the team that provide Problem
Management Services to both internal and external customers as part of Fujitsu's outsourcing agreements. The
account profile was extensive, with a mix of approximately 50 major national and international companies.
The role had the following responsibilities:
 Maintaining and developing the Problem Management ITIL processes and procedures, ensuring their proper
execution across the team.
 Coordination of resources to meet customers’ requirements and business deadlines.
 Reduction in incident levels across customers’ IT environment.
 Quality Assurance of all reports, data analysis and trending to the customer and the business.
 Management of internal escalations across Operational Groups and Service Delivery Managers.
 Producing Monthly KPI Reports to Management which includes statistical graphs, analysis and articulation.
 Ownership of Knowledge Articles published by the Problem Management group.
 Education of Service Delivery Teams and Operational Groups around Proactive and Reactive Problem
Management obligations.
 Management of offshore resources for reporting functions.
 Recruitment of team members. Management of timesheets and HR issues.
 Leading and supporting Problem Analysts in meetings with customers.
 Transition of new business, representing Problem Management at all Project meetings and engaging with the
incoming customer.
Achievements
 Implemented a new organisational structure which greatly improved the delivery of Problem Management to
our customers.
 Updated existing and created new Process and Procedure documentation.
 Improved the performance of team members and the quality of reporting, through coaching and mentoring and
the implementation of KPIs.
 Changed and enhanced the perception of Problem Management with Customers, Senior Management and the
Service Delivery community, through improved performance, responsiveness, communication and
engagement.
 Ensured compliance for ISO 20000 certification audits.
SENIOR PROBLEM MANAGER. ATOS ORIGIN: Livingston – Oct08 to
Jan12
 Senior Problem Manager with responsibility for the NHS Scotland and Skills Development Scotland accounts.
 Investigation of incidents to ascertain root cause and recommend service improvements.
 Production of Major Incident Reports for the client and internal Problem Reports for Service Management,
ensuring that contract KPIs and SLAs are met.
 Production of monthly statistical and trend reports for the client and senior management.
 Attendance of monthly review meeting with the client contract team.
 Documentation of procedures and work instructions.
 Maintenance of the Known Error Database.
 Ensure that accounts can pass annual internal and client audits.
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3.  Monitor and control the progress of all service improvement actions ensuring that updates are made to the
Problem database and Problem records.
 Provision of training on the Problem Management process to the Service Delivery team.
 Schedules and chairs Problem review meetings
 Senior member of Project team with remit to standardise procedures across the national Service Delivery team.
Achievements
 Member of National High Performers Group which reviewed company issues and recommended solutions to
senior management. I was invited onto this group as I received consecutive appraisals placing me in the
company’s top band of performers.
PREVIOUS EMPLOYMENT - 1980 TO 2008
 Morgan Stanley Card Services – Marketing Projects Associate. Incident and Problem Manager
 First Direct Bank – Credit Analyst
 Alliance & Leicester – Financial Advisor
 Pearl Assurance – Financial Advisor
 Inland Revenue – Collections Officer
QUALIFICATIONS
 PRINCE 2 - Registered Practitioner
 IT Service Management Practitioner Certificate in Problem Management (ITIL)
 Foundation Certificate in IT Service Management (ITIL)
 Scottish National Certificate in Business Studies
 'O' Grade: English (B), Arithmetic (B), Geography (B), Chemistry (C)
 Advance Certificate in Word Processing (ECDL)
 European Computer Driving Licence (ECDL)
I am experienced in the use of Microsoft Word, Excel, Access, PowerPoint, Visio, Project and the following
specialist applications:
 Vision Plus
 Business Objects
 Crystal Reports
 Nimsoft monitoring software
 EG Work Manager
 PanCredit Loan System
 Service Centre (Peregrine Falcon)
 Service Now
 Unicentre ServicePlus Service Desk
 SharePoint
 Livelink
Professional courses attended:
 Plain English
 Assertiveness and Influencing Skills
 Performance and Behavioural Management
 Presentation Skills
 Microsoft Project
 Crystal Reporting
 Nimsoft System Training
 Introduction to Relational Databases
 Application Management Essentials (ITIL)
 Configuration, Change and Release
Management (ITIL)
 LANS & Networking
 Networking Essentials
 Business Objects
 Essential UNIX parts 1 & 2
 Introduction to SQL with Oracle
 Product Development Process (Project
Management Methodology)
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