1. Christopher PaulGarland CV. Mobile: 0049(0) 15170059606. Email: cpgarland@hotmail.co.uk
Christopher Paul Garland
Address: Neugasse 1, 65527 Niederseelbach,Germany
Mobile: 0049 (0) 151 70059606
Email: cpgarland@hotmail.co.uk
Profile
An ITIL ServiceManager and PRINCE2 Practitioner qualified professional with strongexperience in Service
Management best practiceand project delivery. Proven management and organisational skillsinvolving
planning,measuring,and motivatingproject and operational teams to deliver project on time and in budget,
and SLAs to committed targets. With experience of managingmultiple complex projects concurrently,
implementing best practicestandards and ensuringoperational adherenceto independently set standards.
Employment History
Date From Date To Company Name Job Title(s)
April 2004 December 2015 intY Limited Project Officeand Operations Manager
January 2000 October 2003 Hewlett Packard Delivery Centre ProgramManager
May 1999 January 2000 Bank of Scotland Contract Service Desk Operator
January 1988 May 1999 Sears Clothing Contract Service Desk Operator
May 1991 January 1998 Severn Trent Water Helpdesk and Problem Management
May 1988 May 1991 Land Rover Limited Shift Operator
Employment Details
Project Delivery
 intY Limited
o Successfully delivered largescale,complex and global mail servicetransition projects for
corporate businesses includingbutnot limited to Vodafone, Autobar and IRIS Worldwide.
o Over 90.000 total mailbox transitionscompleted as ProjectManager.
o Project Manager for the installation of 90 varying network connections to 50 sites across
France.
o Successfully projectmanaged an entire pricebook change to US partners and customers.
o Project Coordinator for intY’s Business Productivity OnlineSuite(now MicrosoftO365)
Syndication and partner on-boardingwith Microsoft.
o Designed and implemented the intY Partner On-boardingPlaybook the goal of which was to
standardisethe intY operational and projectdelivery teams processes and overheads.
o Completed multiplestrategic partner on-boardingthat allowed partners to take intY products
and services to their markets.
ISO and ITIL Best Practice
 intY Limited
o Designed and implemented the integration of the PRINCE2 and SCRUM processes,changing
the company mind-set from technical releases to business solution releases.
o Successfully acquired theISO27001 certification and ensured complianceto both ISO9001
and ISO27001 across thebusiness throughoutthe auditperiods.
o Restructured department to accommodate change in business focus fromSME to corporate
customers.
o Improved operational efficiency by implementing ITIL best practiceprocesses.
 Hewlett Packard
o Worked with other delivery center managers to ensure standardization.

2. Christopher PaulGarland CV. Mobile: 0049(0) 15170059606. Email: cpgarland@hotmail.co.uk
o Ensured availability and documentation of required processes and metrics.
o Completed quality reviews to assess theusage of the tools and processes.
o Drove problem management process.
o Worked with production engineering teams and suppliers to ensure functionality and
availability of the necessary infrastructureand tools.
Customer Management
 intY Limited
o Attended customer meetings and contributed to the intY pre sales process.
o Conducted Service Level review meetings with external customers and third party suppliers.
o Developed standard and customer specific SLAs and ensured their delivery as committed.
o Prepared and chaired servicelevel review meetings.
 Hewlett Packard
o Ensured successful transition to the delivery center for new customers and services.
o Worked directly with customers and serviceproviders to develop and implement Service
Level Agreements.
Team Management
 intY Limited
o Responsiblefor all personnel within and services provided by the intY Operations and Project
Teams.
o Created the Project Management Office and recruited, mentored and developed the teams
Project Managers.
o Acted as management escalation pointfor Projectand Operational Teams 24x7.
o Responsiblefor the development, motivation and performance of 14 members of the
Operations Team.
o Restructured Operations Team to accommodate change in business focus fromSME to
corporate customers.
o Designed the performance review template and KPI scorechart.
 Hewlett Packard
o People management of siteteams.
o Owned delivery centre financials.
o Management reporting of operations team performance againstSLA.
o Completed operator performance reviews and established individual and teamKPIs.
Qualificationsand Training
PRINCE2 Practitioner
ITIL Managers Certificatein IT Service Management
ONC Computer Studies (Solihull Technical College)
5 GCSE’s, includingMathematics,English,and Computer Studies
ISO9000 Auditing
BWS Germanlingua Foundation 1 Language Course
Compaq Coachingfor Improved Performance
HP ITSM
Additional Information
Full,clean drivinglicenceand allegeableto work in the EU.
Date of Birth: 4th May 1971
Marital status: Married