A walk in the Ayrshire

countryside with

John Barrett

A pictorial career history

I’m seeking job opportunities in these areas:

Let's take a walk and we'll talk about my skills and

achievements...

...and you will see how I can help your organisation to improve its

service delivery.

I worked in IT management in Local Authorities for over 22 years, and acquired a wide

range of skills and experience – everything from team

leadership to project management to business and

strategic planning.

I spent over 12 years with North Ayrshire Council and

during this time I successfully embedded a culture of

customer-focused service delivery in the IT department.

This was recognised by the award of Charter Mark (“for

excellence in customer service”) and consistently high levels of customer

satisfaction.

2009/10Level of customer satisfaction 93%

User satisfaction in top quartile of

UK Councils

Like the IT Service, a high level of customer satisfaction

was attained.

In my last 4 years at North Ayrshire I was also responsible for the

development and implementation of strategy for customer service.

This encompassed strategic business planning supported by a balanced set of regularly reviewed performance measures.

I ensured that service delivery was underpinned by effective performance management.

My approach ensured that continuous improvement in service delivery could be clearly demonstrated and that

performance targets were met or exceeded.

IT Service Desk Request Performance

2009/10

Actual Target

Initial Response 99% 95%

Resolution 88% 85%

I have developed and implemented successful strategies for IT and

customer service that enabled new ways of working, generated

efficiencies and improved service delivery.

My approach to strategy development is based on

working with key stakeholdersto identify their future business

requirements…

…and combining this with insight into appropriate trends in technology and an

understanding of the organisation'spotential future operating environment.

Understanding both internal and external environments in this way provides a solid

foundation for strategic investment.

Amongst other things, my MBA has helped me view issues from different perspectives and provided me with a set of tools and

frameworks to help analyse and deal with complex organisationalissues. And so help me see the wood from the trees!

As well as ensuring my own continuous professional development (illustrated by obtaining an MBA in 2006), I have always actively

encouraged others to do the same.

Flexibility

Adaptability

Anticipation

Agility

I delivered a cost-effective, high quality, customer-focused service through adopting a flexible approach to service

delivery.

I anticipated future requirements and

planned accordingly.

I built an agileService that

responded quickly to unplanned

change

And I ensured on-going learning and continuous improvement to enable the Service to adapt to changing

environments and pressures.

So, I can help you get the basics right – we can work together to identify the right infrastructure and applications, as well as ensuring the right procedures, processes and performance management framework for your organisation are

in place.

Together we can improve customer service for both your

internal and external customers…

…and use the most appropriate technology

to help achieve this.

insight

inspiration

innovation

I can also prepare you for the future and help you do things differently and better.

We can work together to make better use of technology and information to achieve your

business objectives.

Thanks for your company during our walk.

I’m seeking temporary or permanent jobs.

You can contact me at:

JGBarrett16@gmail.com

http://twitter.com/JohnGB16

http://uk.linkedin.com/in/johngbarrett

John Barrett