Hello! I'm Matt
I am a Service Management professional with extensive experience designing and delivering service management capabilities across the full lifecycle.
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From large global transformation programmes to individual service launches, I have successfully completed many projects for my clients across multiple sectors.
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I leverage my deep analysis skills and multi-sector experience to help my clients to create the value and outcomes desired to achieve their aims.
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If you are seeking a specialist to provide a light-touch, remote, flexible solution in support of your project, short or long term, I'd be delighted to hear from you!
Matthew Smith
SERVICE MANAGEMENT CONSULTANT
Phone:
+44 (0) 7917820884
Email:
Location:
London, UK
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Expertise:
ServiceNow Business Analysis
Service Architecture & Design
Service Transition & Operational Readiness
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EXPERIENCE
2023
ServiceNow Business Analyst
WPP
Engaged as ServiceNow Business Analyst responsible for the development of a ServiceNow CMDB, including MID Server design, discovery and scheduling; ITSM, ITOM process design including data models for CMDB and CSDM; Service Mapping of Business and Technical Services.
2021
ServiceNow Business Analyst
ADMIRAL GROUP
Engaged as ServiceNow Business Analyst responsible for the development of a Configuration Management practice including implementation of greenfield ServiceNow CMDB; process and governance design; Service Mapping of Business and Technical Services; development and implementation of the Configuration Management Plan; CMDB health and dashboard reporting.
2020
Service Management Consultant
OMNIO GLOBAL
Engaged by Omnio to achieve its aim of increasing the maturity of its service delivery capabilities; process design and implementation of Incident, Problem, Change and Service Introduction processes; requirements setting for Jira Service Desk toolset migration to support new process designs.
2015-2019
Service Architect / Business Analyst
UBS
Workstream Lead on a global transformation programme tasked to deliver changes to Infrastructure Services operating model to meet regulatory, cost and operating challenges; including ServiceNow tooling, data, governance, people and roles; reconstructed Service Portfolio; rewrote Service Definitions for managing service TCO, pricing and billing; designed Capability Maturity Model to target future aspirations.
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Additional engagement to build the business case to transition multi-million-dollar Audio Visual managed services back in to IT ownership.
2014-2015
Service Design & Transition Manager
MONITISE
Engaged by this FinTech startup to mobilise the service design and transition of commercially-ready mobile and cloud-based products and services into live operation; developed SIAM service model to ensure an integrated approach to service delivery; designed back office service and support models to underpin new PaaS/SaaS services; prepared contracts for outsourced technology partners; established supplier management process; developed warranty process framework.
2011-2014
Service Designer
VISA
Responsible for service design and build of capabilities to support launch of digital wallet and contactless products; introduced service and support models into operation; delivered transition support for smooth onboarding of new customers; established SLAs to meet service performance requirements, including process design for third party supplier management; developed warranty process framework for early life support and defect management.
CLIENTS
SKILLS
IT Service Management (ITIL) - Expert
Service Architecture & Design - Advanced
Service Transition/Readiness - Advanced
Business Architecture - Proficient
Business Analysis - Advanced
ServiceNow - Advanced
RECENT PROJECTS
SERVICE MANAGEMENT TRANSFORMATION
UBS embarked upon a multi-year global IT infrastructure services transformation programme. Engaged as Service Architect, to develop the ITIL best practice framework, design the IT operating model and drive improvements to its service capability. Performed a review of Service Portfolio; introduced new service definitions; redesigned governance model; designed capability and maturity models; implemented changes to ServiceNow tool; and led process implementation activity. Succeeded in designing the service management framework and moving the business from a siloed technology-centric function to a service-oriented organisation.
LAUNCH OF NEW DIGITAL FINTECH PRODUCTS
Monitise Group identified an opportunity to develop new FinTech products for market. Engaged as Service Designer, to design services for Virgin Money. Developed strategic service model; delivered due diligence and analysis of business requirements; delivered SLA and service design modelling for PaaS/SaaS services; established supplier management process for SLA performance; and implemented warranty process framework. Succeeded in concluding service management aspects of contracts and implementing/transitioning Monitise services into operations to enable Virgin Money to launch new banking products.
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SERVICE MODEL IMPLEMENTATION
Visa Europe mobilised a programme to develop digital wallet and contactless products and services. Engaged as Service Designer to introduce service and support models. Developed and implemented customer onboarding process; delivered transition support to ensure smooth onboarding and acceptance of new customers; established third party SLAs to meet service performance requirements; developed a warranty/early life support framework; and implemented service improvement opportunities.
Succeeded in enabling Visa to launch new products for Financial Services customers on time.