Kyle Wilson is an experienced Service Delivery Manager with over 20 years of IT experience, focused on delivering managed IT desktop services within an ITIL framework. He has 5 years of experience as a Service Delivery Manager, acting as the central escalation point and decision maker. He is seeking a new opportunity to add value and develop new skills. He has experience leading teams, managing vendors and stakeholders, and ensuring SLAs and quality of service.

1. Kyle Wilson
28 Mayfield Road, Sutton, Surrey, SM2 5DT
079550 82739
Kyle.wilson1973@gmail.com
Profile
I am an accomplished, self-motivated, results-driven Service Delivery Manager with over 20 years IT experience. For the
last 5 years I have focused on the delivery of a managed IT Desktop service within an ITIL framework to a large customer
base containing diverse business units. Emphasis is placed on quality, SLA, team work, professionalism, ownership and
an enhanced customer experience. As a Service Delivery Manager for the past 5 years a key part of my role was to act
as a centralized escalation point and decision maker for partners, 3rd party vendors, projects and account customers. I
am a proven leader and use my commercial, contractual and finance awareness to drive forward delivery of the best
possible IT service.
I am seeking a new opportunity where my existing skills and experience can add value from the outset, but also a role
that provides an opportunity to develop and broaden my skills within the wider IT infrastructure.
Skills
 IT Service Delivery Management  Resource Leadership & Management
 Incident & Change Management
 SLA Monitoring & Adherence
 Technical experience & understanding
 Prince2
 Customer Focused
 Stakeholder Management
 Service Improvement & Implementation
 ITIL
 Project Management & Delivery
 Calm under pressure
Career Summary
Summary of roles performed working at Legal & General Assurance Society 1998 – 2015
Phoenix IT (TUPE Transfer) : Legal & General Account
December 2012 – May 2015 : Operational Service Delivery Manager
 TUPE transfer into Phoenix IT from Manpower due to IBM strategic change for their UK Desktop Support model
 Managing, owning and coordinating the delivery of the managed IT Desktop Service across multiple national UK
sites to meet customers SLA
 Managing partner relationship with IBM for delivering the IT Desktop Service to the Legal & General account,
including chairing monthly service review meetings with the IBM Service lead
 Line Management and pastoral care of 30 engineer across 5 UK national sites, including setting objectives,
performance management and personal development
 Acting as centralized escalation focal point for external & internal senior stakeholders and major incidents
 Identifying and capturing service issues or risks and working with stakeholders and internal operational teams to
address these
 Monitoring service status by creating reports to proactively track SLA, engineer productivity and project demand
 Reporting daily/weekly/monthly on key service elements such as SLA, service failures, achievements, major
incidents, issues and risks
 Actively seeking out and implementing service improvements following relevant policies and change controls
 Identifying commercial and revenue generating opportunities and assisting in pricing, quoting, SLA, service
schedule construction and commercial discussions
 Project Managing the OS software & hardware build, deployment, defect management and transition into BAU
element for the Windows 7 refresh programme, which included line managing 75 contract engineers
 Developing and co-ordinating maintenance of processes, procedures and policies for the delivery of the service
 Ensure adherence to contractual commitments and where necessary provide guidance around contract queries
 Managing conflicts and difficult situations
 Working with Project and Programme Managers to deliver business change, ensuring compliance with ITIL
methodology
 Preparing and reviewing partner monthly billing summary for services received
 December 2012 – October 2013 seconded as Service Delivery Manager to Jones Lang LaSalle account to lead
and manage the Desktop Support transition & transformation as part of JLL & Kings Sturge merger. Managing
25 contract and permanent engineers across 21 UK site locations

2. Manpower (TUPE Transfer) : Legal & General Account
October 2010 – December 2012 : Desktop ServicesManager
 TUPE transfer into Manpower from Legal & General due to L&G outsourcing IT Support to IBM
 Contracted from Manpower into IBM to oversee the delivery of IT Desktop Service service provided by IBM to
the Legal & General account
 Managing multiple teams, consisting of 30+ engineers, across different competencies and UK locations. Teams
managed – Desktop Support, End User Procurement and Asset Management
 Managing and delivering multiple end to end BAU services within agreed SLA
 Acting as centralized escalation focal point for external & internal senior stakeholders and major incidents
 Desktop Support Project lead for the transition and transformation of the Legal & General support model into the
IBM outsourced service model
 May - Dec 2012 – in parallel to L&G account, managed the London based Desktop team for the DEFRA account
Legal & General
April 2007 – October 2010 : Desktop Team Leader
 Line Management of 8 Desktop engineers at the Surrey headquarters, providing support to 2500 users
 Identifying, implementing and managing service changes and establishing SLA
 Establishing weekly reporting mechanisms to track SLA and engineer performance
Legal & General
January 1999 – April 2007 : z/oS SystemsProgrammer & MQ SeriesSupport Specialist
 System Software and operating system installs, upgrades, changes and decommissioning
 Lead focal for the Disaster Recovery of the z/oS environment
 3rd
Line technical support for z/oS and MQ Series
 Project Management of the mainframe upgrades/changes (z/oS, CICS, DB2, MQ Series….)
Legal & General
February 1998 – January 1999 : ACF2 Administrator
 Daily Administration of the ACF2 access and authentication mainframe environment
Professional Development
 Prince2 Foundation & Practitioner  ITIL V2 & 2011 Foundation
 Institute of Leadership & Management (ILM)
 OS/390 Facilities
 Data Facility Storage Management
 Technical Introduction to MQ Series
 MQ Series Systems Administration
 MQ Series MVS/ESA Systems Administration
 SMP/E Introduction
 Hardware Configuration Definition for OS/390
 CICS Fundamentals
 z/oS Unix Systems Services
 Fundamentals of Unix
 Introduction to Programming
Education
Professional
Prince2 Foundation & Practitioner ITIL V2 & 2011 Foundation
Academic
1992 – 1995 University of Bedfordshire BA Accountancy 2:2
1989 – 1992 Xavarian 6th
Form College Mathematics - C ; Physics - E ; Computer Studies - E
Key I.T Skills
 Microsoft Office 2010 including Word, Outlook, Visio, Excel, PowerPoint and Project, Tivoli Enterprise Manager,
Active Directory, BitLocker
 BMC Remedy, z/oS, Windows XP, Windows 7, MQ Series, Connect:Direct, Assembler, Blackberry, Apple
Other Details
Other: Full UK Driving License
Interests: I am a keen squash player & gym goer, and also enjoy playing the guitar. I am a family man
and love spending time outside of work with my wife and children
References are available on request