I lead the TechHub and Service Management teams which is an enterprise service that sits in Technology Infrastructure Service (TIS)*. This comprises of over 130 employees located in 16 locations supporting our employees in every Fidelity International office around the Globe.
I have been looking after the Global TechHub teams for 5 years, which include the Global Service Desk and local Desktop support teams managing over 300K contacts from the employees per year directly into the teams/tools provided. We automate 40k requests on the TechHub toolbox and drive 130k hits per year to our TechHub Online knowledge repository for self-help. A key focus for us is on Employee Experience, making sure technology is easy to use and works well for everyone.
The Service Management team is responsible for IT Governance across Technology, running key processes such as Major Incident Management, Problem Management and Change Management. We also provide Service measurement and reporting to senior management and Boards, provide ensure services as designed and delivered with minimal impact to the business as well as manage technology services to our external clients such as FMR. We also provide Service Control capabilities and aim to improve the culture and management round Risk across TIS.
*Technology Infrastructure services provides enterprise-wide services such as network and telephony services, desktop services, platforms, database and Cloud services.