Summary Since graduating, Mitch has worked within PA Consulting’s IT Advisory practice, undertaking IT Transformation and Service Management engagements across the Private and Public Sector. Mitch has specific experience of Service Management and its effect on Sourcing arrangements having operated roles and improved processes across clients,

both supplier and client side. Mitch helps multinational organisations to create detailed Target Operating Models, standardising and improving their internal and operational processes. Mitch has strong project management experience and has successfully managed complex development and implementation projects.

Primary expertise • Target Operating Model - designing and developing Business focussed Target Operating Models for a variety of

organisations, ensuring the right relationships are built between the needs of People, Process and Tools. Planning and project managing the seamless transition from legacy operations to future service within the new TOM and helping to manage suppliers and support organisations throughout the transition to ensure client requirements are

met and customer service standards are maintained. • IT service management, design and delivery – combining ITIL® and project management expertise to support

successful IT business implementations. Designing and delivering Service Level Agreements (SLAs) which

address the joint business needs of the client organisation and the delivery needs of the supplier. Providing advice to clients on best practice service management methodology and transitioning roles into BAU.

• Corporate business services (CBS) – delivering complex multi-function transformation programmes for business

support services including IT, HR, finance, procurement and facilities. The scope of these programmes frequently involves strategic decisions related to shared services, outsourcing, and offshoring.

• IT sourcing - defining and managing the delivery of best practice contracts and successfully project managing

transition to new service providers, including the delivery of SLAs focussed on real business needs. Ensuring the business benefits identified across end to end sourcing contracts lead to a successful outcome. Preparing business cases/RFPs, conducting contract reviews and undertaking supplier selection activities.

• Service desk and support services – designing and assuring service desk and support processes, managing

suppliers of service desk and support organisations, to ensure customer support requirements are met and service standards are maintained throughout the lifetime of the contract.

Client Experience: Sept 2000 - present (all gained whilst working at PA Consulting)

FCA: Jun 2014 - present

Skilled Persons Review – On behalf of the FCA, Mitch has been assuring the service and contractual relationship

between two large, High St banks. After initially understanding the mechanics of the Agreements that have been developed and implemented, the PA team has been testing hypotheses, interviewing and cross-examining key IT,

Change, Operations and Risk leads within the Banks and providing detailed and structured feedback to the FCA and other regulatory bodies.

Mitch Sharpe IT Transformation Consultant Phone: +44 7765 247911 Email: Mitchsharpe@hotmail.co.uk Address: 96 Harborough Road, London, SW16 2XW

Betfair: Feb 2014 – May 2014

Project and Portfolio Management (ServiceNow Module)– following a very successful previous engagement, Mitch was

asked by the CIO to return to Betfair to design an updated Project Portfolio and Programme Management process and associated tool. After conducting initial interviews with key Project Management resources across the IT Business,

Mitch defined the requirements for the Project and Portfolio Management module and engaged the incumbent Systems Implementation partner to configure the ServiceNow Instance for this purpose. Mitch trained staff throughout Betfair IT in the use of the new Project and Portfolio Management Module and ensured a successful go-live

Royal Mail Group (RMG): Jan 2013 – Jan 2014

Service Integration and Management (SIAM) TOM - Mitch designed and delivered a new Target Operating Model for

the future SIAM organisation within RMG. This included drafting the future processes, assessing the roles that would be required for the new organisation and evaluating then selecting the relevant tools to procure to support the new operations. Mitch assisted with the development of a full Governance framework and led work to define the Gap

Analysis between the current and target operations.

Balfour Beatty: Apr 2012 – Dec 2012

IT Shared Services Centre Design and Build - Balfour Beatty had agreed to invest in a three year IT transformation

programme to centralise their IT operations into a single IT Shared Service (ITSS). Mitch successfully developed the Service Catalogue for ITSS in line with the agreed Programme Silver standard, undertaking a challenging process of

senior stakeholder engagement across all (14) OpCo ITDs. Mitch played a key role in developing the Operating Framework and a set of best practice (ITIL centred) processes that would become the basis of how the ITSS would deliver all future Balfour Beatty IT Services. Mitch reviewed the current Balfour Beatty ServiceNow implementation

and then led a programme of work to upgrade the ServiceNow Environment to ensure that it was fit for purpose to support an IT Shared Service.

Betfair: Aug 2011 – March 2012

ServiceNow rollout – Assisted the Betfair team to ensure the initial implementation of a Cloud-based Service

Management Tool, ServiceNow. Led the Project Management activities of the roll-out, closely managing project team

delivery and reporting to the Betfair CIO. Managed communications, stakeholder management and colleague training, coordinating the technical integration and security assurance of the first Cloud application to be rolled out at Betfair.

Queen Mary, University of London – Jun 2011 – Aug 2 011

Target Operating Model development - Along with other members of the PA team, Mitch led the production of an IT

Target Operating Model and proposed organisational design as part of an overall £23.5m IT transformation

programme. Successful implementation of the Target Operation Model has led to further work with this client to lead the transition to the new operating model and organisation over the next two years, including activities to centralise staff into a shared service model IT organisation, development of improvement activities to the current provision of IT

services and stakeholder engagement and management with individual schools and departments on future IT service delivery and services.

Glaxo SmithKline – Oct 2010 – May 2011

Corporate Business Services (CBS) TOM - responsible within the PA team for design, development and delivery of the

internal process and capability that was used to define the Target Operating Model for GSKs Corporate Business

Services organisation. A new CBS organisation was sought to comprise the internal Service Delivery Functions of IT, Employee Services, Finance, Procurement and Estates. The CBS organisation would be used to standardise and integrate the relationships with key Stakeholders, Customers, Users and both the internal and external Suppliers of

CBS services.

Unilever - May 2010 - Sep 2010

Corporate Business Services - Successfully developed and delivered a cross-functional Service Disruption and

Escalation Management process, enabling the Service Operations of Finance, HR, Information Management, IT and Workplace to use a common, global process to escalate and communicate all future business disruptions. Also tasked

with the production of a global Business Service Catalogue and the creation of Service Level and Support Agreements across global and service boundaries.

UKBA International Group – Various projects – May 20 06 - Feb 2010

IT Service Management – Led the service management work stream within an award winning, multi-million pound

biometric enrolment programme of leading edge, outsourced IT solutions and within a politically sensitive environment. The project enabled the UK Government to further enhance the control and cost effectiveness of its borders. Mitch

negotiated and agreed a robust set of SLAs across multiple government departments and third party suppliers, including the shaping and forming of the delivery of 24/7, end to end IT service management disciplines. All suppliers have now adopted common processes, which has enabled fully joined up operating and reporting against a

standardised framework.

Business Case to define Target Operating Model – Took a radical, cross organisational approach to develop and

appraise options for delivering the visa operation on a reduced cost basis, whilst meeting all existing control and customer service targets. Developed an iterative collection of initiatives with gradual and integrated roll out, to deliver

year on year efficiency savings to 2014/15. Mitch reported directly to the Senior Responsible Officer and the International Group Director and was responsible for liaison with internal and external stakeholders to communicate (especially with regard to potential IT changes) the imperatives behind the project, the business context and proposed

solutions.

Office Move – Mitch led the IT work stream of a challenging Project to move approximately 300 staff from FCO

premises to join the rest of the UKBA central functions in 2 Marsham Street and to assure the delivery of business as usual, Day 1 working. With a firm commitment given at Permanent Secretary level for the move to be completed by 31

July 2009, Mitch had a very short time period to successfully manage a highly complex move incorporating significant IT, security, business process and people challenges.

Other Clients

• Thomson Reuters - Problem Manager • DWP - Service Liaison Management

• MoD – Applications Sourcing Business Case • DEFRA (e-nabling DEFRA) – ITSM Service Requirements Gathering • Astra Zeneca – Process Mapping

• Cabinet Office – Supplier Management and PMO

Qualifications

• BA Hons Business Studies, Nottingham Trent University (1996 – 2000) • ITIL® Foundation Cert

• 3 A Levels • 9 GCSEs

Other Interests

• Overseas Travelling • Concerts and gigs

• Socialising with friends • Keen cyclist and skier