Ian Scotting

IT Support Operations ~ IT Service Management

PDip Computer Science ~ BSc Marine Biology ~ ITIL

ipjscotting@gmail.com  | 07761 357 442 | London, UK

For 21 years, my passion has been helping people to deliver their best performance within business and professional services, primarily in IT Service Desk Operations, IT Service Management and Customer Services. Working with technical teams to exceed their own expectations is a strength, with an emphasis on motivating a goal-driven ethos to build dynamic collaboration - driving value for customers. With a strong background in critical incident management spanning 8 years I have acquired significant incident and problem management skills. Other specialities include service reviews, continual service improvement, stakeholder relationships, service level management and ITIL process ownership.

 


 

Career Milestones

Head of Support Services (IT)

As the Head of Support Services at SproutIT I lead several highly integrated teams from the Service Desk (1st-3rd line) and Systems Analyst functions. We deliver high value services to our Legal Industry clients. Responsible for performance management and staff development. Mastering techniques in collaborative knowledge sharing and objective setting. Driving continual process improvements through experimentation. A relentless focus on cross-training to enhance the inter-team human network and build up the "Shared Consciousness" required for rapid solution delivery to our customers.

  • IT Service Desk (1st-3rd line)
  • Systems Analyst Field Engineers
  • Major Incident Manager
  • ITIL Process Ownership
  • Incident and Problem Management
  • Continuous Service Improvement
  • Chairman of CAB
  • Client relations with Barristers and Solicitors
  • Dynamic live reporting via BrightGauge (SLA, Backlog, KPI)
  • Team Performance enhancement via PeopleHR
  • Knowledge Management via ITGlue and SharePoint
  • Ticket and Billing management using ConnectWise

Offices based in the UK & New Zealand.

SproutIT

Managed Services

Legal IT

2017-2018

 

IT Service Manager

  • Customer Service
  • IT Service Desk Operations (1st-2nd line)
  • Deskside Support
  • VIP Support
  • Critical Incident Management
  • ITIL Process Ownership
  • Incident / Problem Management
  • Service Request Management / Access Control
  • Continuous Service Improvement
  • Service Level Management
  • Client Service Reviews
  • Supplier Management
  • Service Catalogue Management
  • Reporting (SLA, KPI, Goals)
  • Knowledge Management ~ Service Introduction
  • Management of on-site and remote workers (two geographical sites)
  • ITSM tool administration via ManageEngine

Partnering with teams in Infrastructure, SharePoint, DBA, Software Development, Business Intelligence, Change & Governance, IT Security, Project Management, Procurement and Business Analysis. Ensuring the workflow between the teams was successful and always striving for a high level of first contact fix.

Partnership Assurance (Finance)

2013-2016

Manager - IT Service Desk (24x7x365)
  • IT Service Desk
  • NOC Operations Team
  • Service Request Team
  • Reporting Team
  • Major Incident Management
  • Client / Stakeholder Management
  • Core ITIL processes
  • ITSM tool management via Remedy

A fast growth business. Multiple service desk mergers with staff integration. Key interfaces with Service Delivery Management, Infrastructure (Wintel, Networks), DBA, Professional Services, Storage & Backup, Account Management, Sales, Desktop Services, HR and Finance.

Advanced 365 (Managed Services)

2011

IT Service Desk Manager
 (Application & Infrastructure Outsourcing)
  • IT Service Desk & Desktop Services
  • Incident-Problem Manager
Accenture
2009
IT Service Desk Team Lead
Accenture
2004
IT Service Management Analyst
Accenture
2002
Software Analyst
Accenture
2001
Software Engineer
BAE Systems / Marconi Avionics
1997

 

Business Ventures

2011 - 2017

Project management and administration.

Culverton Sidcup Mgt Co. (Property management)

2008 - 2011
Director - Property Management
Culverton Sidcup Mgt Co.
2001 - 2013
Sales & Web Site Development
OrlandoVacationVilla.com
Student Years
Construction Industry. Various jobs with small family firms. This funded the University years and backpacking travel.
Scotting Services
PTL Interiors
Oakway Building

 

Education

1995 - 96
Masters (Pdip) Computer Science
University of Canterbury
1989 - 92
Bachelor of Science, Marine Biology
University of Swansea

 

ITIL Training / Certification

2017 Continuous Service Improvement (course)
2017
Service Transition (course)
2015
Capability in Service Offerings and Agreements (course)
2014
Capability in Operational Support and Analysis (cert)
2009 Practitioner in Service Desk and Incident Management (cert)
2004/2014 Foundation in IT Service Management (V2 cert)/(V3 cert)

 

Recommended Reading

Team of Teams - New Rules of Engagement for a Complex World General Stanley McChrystal (US Army)
The Power of Moments Chip & Dan Heath
The Customer Rules Lee Cockerell
Winning
Jack Welch
Time Management Magic Lee Cockerell
The 7 Habits of Highly Effective People Stephen R. Covey
Taking Command General David Richards (British Army)
Jack - Straight from the gut Jack Welch
How to Win Friends and Influence People Dale Carnegie
Creating Magic 10 Common Sense Leadership Strategies from a Life at Disney
Lee Cockerell
Awaken the Giant Within Tony Robbins
The Phoenix Project
Gene Kim, Kevin Behr, George Spafford
The Goal Eliyahu  M. Goldratt
Rich Dad Poor Dad Robert T. Kiyosaki
Influence The Psychology of Persuasion Robert B. Cialdini
The One Thing Gary Keller, Jay Papasan
Strengths Finder 2.0 Tom Rath
How to Manage the IT helpdesk Noel Bruton
Harvard Business Review (magazine) Harvard University
Professional Manager (magazine) The Chartered Management Institute
The Go-Giver Bob Burg & John David Mann
The 4-Hour Week Timothy Ferriss
The One Minute Manager Ken Blanchard
Coaching for Performance John Whitmore
The Art of Thinking Clearly Rolf Dobelli
The Rules of Work Richard Templar
The Secrets of Success at Work Richard Hall
Innovation and Entrepreneurship Peter F. Drucker
Nudge - Improving decisions... Thaler & Sunstein
Long Walk to Freedom Nelson Mandela
The Autobiography of Martin Luthor King Jr Edited by Clayborne Carson
Losing My Virginity Richard Branson
Zero to One Peter Thiel
Total Recall (autobiography) Arnold Schwarzenegger
Shackleton's Way: Leadership Lessons from the Great Antarctic Explorer Margot Morrell and Stephanie Capparell
Time Management Katie Jones
Motivation-Based Interviewing Carol Quinn
Driven to Distraction at Work - Focus and Productivity Ned Hallowell
The 8th Habit - from Effectiveness to Greatness Stephen R. Covey
Unlimited Power Tony Robbins
The Greatest My Own Story Muhammad Ali
The Churchill Factor Boris Johnson
My Share of the Task General Stanley McChrystal (US Army)
Steve Jobs Walter Isaacson
Eat That Frog Brian Tracy
Franklin's Autobiography Benjamin Franklin
Agile Project Management for Dummies Mark C. Layton

 

Travelography

Australia Austria
Belgium
Borneo (Brunei and Sabah)
Canada Caribbean - Antigua
Caribbean - Bonaire Caribbean - St Martin
Costa Rica
Cyprus
Czech Republic
Denmark
Egypt
France
Gambia  
Germany
Greece (islands)
Holland India
Indonesia - Java/Bali Italy
Ireland Maldives
Malta Mexico
Monaco Nigeria
Norway Raratonga
Scotland Singapore
Spain
Switzerland
Tahiti Thailand
USA Hawaii
Venezuela  

 

Interests, Health & Fitness

Customer Service, Management and Leadership.

Daily exercise... running and swimming.

Natural history, reading, films and family time.

 

Professional Memberships

CMI - Chartered Management Institute

BCS - British Computer Society / Chartered Institute for IT

 

Escapades around the World

Borneo
The heady heights of the tropics.. I hiked to the top of Mount Kinabalu at 4,100 meters and experienced altitude sickness for the first time!
USA
My brother and I, hiked to the bottom of the Grand Canyon and back up again in a single day. A grueling 15 mile round trip. But the dip in the cold waters of the Colarado River sure hit the spot.
France

I cycled around Brittany over a 3 week period with camping gear. This was probably the fittest I have ever been in my life. At least, that was, until I did the London marathon many years later...

Australia My first dive ever was on the Great Barrier Reef when I was 18 years old. But on the West Coast of Oz, some years later, I dived Ningaloo Reef and witnessed the most amazing sight, of a shark and two turtles on the same dive. Unforgettable!