Experience

• 

  Eclipse legal systems

  May 2009 - May 2010

  Support consultant

  Provided first-line support to clients, dealing with a varied level of IT users, from novices through to technical administrators, to take initial enquiries through to a successful resolution. Enquiries were mainly related to the bespoke Proclaim case management software, but also involved Microsoft products and networking.

• 

  Cgi

  Aug 2010 - Dec 2015

  Accountable for the Business Management and Support functions within an outsourcing contract for a CGI client. Responsible for leading a team to manage the following services:• Invoice Management – raised purchase orders and monitored through to invoicing. Invoices raised on a monthly basis (circa £9m per annum) for BAU and change work• Financial Management – tracked and maintained profitability across various projects and services• Contract Management – managed support contracts with 40+ 3rd party companies • Commercial Management – advised Service Delivery Manager on contractual issues and prepared documents for commercial negotiations with the client. Managed the commercial risks and issues register• Service Reviews – conducted service reviews with the customer to capture service issues / opportunities• Service Level Management – measurement and reporting on all service levels Show less Deputised Lead Procurement Consultant with integration and operational testing of the SRM procurement solution and implementation of the Vendor Invoice Management solution • Configured VIM solution across the various test environments, as well as the production environment • Integration and unit tested VIM and SRM developments into production, including creation of Functional Specifications, test scripts and test documentation. Tracked and reported overall integration testing/defect status to functional lead during weekly meetings • Supported users across various testing cycles. Analysed and fixed defects raised directly or liaised with the development team to resolve issues as appropriate• Prepared and delivered Knowledge Transfer material for VIM for handover of support to IBM post Go Live • SAP procurement areas covered include: Vendor creation, material master creation, creation of shopping carts / shopping cart approval process, shopping cart sourcing, creation of invoices and confirmations (SRM and MM), purchase order creation / workflow approval process, MRP, stock counts / transfers, procurement cards and creating PM orders Show less Responded both to a requirement for an interim solution and also to a formal Request for Information (RFI) on a larger piece of work. Owned and managed the response to RFI document to be submitted to the client• Produced management plan to highlight milestones for key deliverables for the RFI response• Created response template and worked closely with the bid team to ensure submissions were provided for each section, including responses to 500+ requirements• Drafted Intercompany Agreement for work to be carried out by overseas Logica team• Produced Commercial and Finance and Technical and Delivery Gate 2 and Gate 3 slide sets to be presented as part of the internal review process Show less Owned and managed all end user equipment / desktop change requests through to completion: • Streamlined and improved processes to ensure that deliverables were delivered on time and budget to the client• Chaired a number of weekly conference calls for internal resolver groups and suppliers to monitor and track the progress of change requests. The result was much more up to date information being available to the client in ITSM tool (Remedy) and smoother progressions of change requests• Wrote, reviewed and submitted Impact Assessment documents for desktop change requests for client approval. These documents highlighted the risks, timeframes, costs and teams involved for fulfilment of a change request• Worked closely with client IT Contract Management team and end users to ensure that client requirements were fully captured, cost effective solutions were delivered and improvements to process for desktop change requests were regularly discussed• Awarded a Logica Silver Award for Customer Service Excellence Show less An outsourcing contract was renewed in April 2010. A new set of SLAs relating to Change Management were put in place in the new contract and it became clear that existing procedures did not adequately return the required information for management reporting• Worked closely with the Change Manager to extract this information from ITSM tool (Remedy) application and provide it in a suitable format• Diligently and accurately updated key date fields in Remedy for all open Change Requests• Keen attention to detail required to sanity check data, and clear communication required to follow up items with individual resolvers• Pro-active SLA failure warnings: Identified the Changes that would be failing SLAs in the next 48 hours through Remedy and reported to Change Manager Show less

  • Business Support Manager

    Nov 2013 - Dec 2015

  • SAP Procurement Consultant

    Jul 2012 - Oct 2013

  • Bid Coordinator

    Apr 2012 - Jul 2012

  • Junior Business Analyst

    Feb 2012 - Mar 2012

  • Test Analyst

    Nov 2011 - Feb 2012

  • ETL Developer

    Sept 2011 - Nov 2011

  • Desktop Refresh Transformation Analyst

    Jun 2011 - Sept 2011

  • Deputy Change Manager

    Nov 2010 - Jun 2011

  • Change Management Assistant

    Aug 2010 - Nov 2010
• 

  Manchester city council

  Jan 2016 - Feb 2021

  It service strategy & design manager

  Accountability for service introduction and commissioning activity for new and changing IT services for two business units:• Took on service ownership role for the mobile telephony service and during tenure £500k savings / cost avoidance / recovery opportunities identified and realised over a 3 year period. Led on the re-negotiation of the contract with the service provider and led service introduction exercise to create a managed mobile telephony service. Created mechanisms for capturing contractual service requirements for future contracts• Introduced policies across the organisation to reduce wastage / misuse for mobile telephony, developed plans to realise future benefits and introduced service review mechanisms with key stakeholders to facilitate continuous improvement• Engaged with IT Business Relationship Managers to plan for and define future service requirements and reviewed business cases to consider People (end user experience) and Process requirements prior to project delivery phase• Worked with IT Director to engage with the MCC Senior Management team to deliver the future IT Strategy and also developed and implemented departmental improvement initiatives based on annual IT staff survey results• Took on the roles of departmental change lead and digital champion to become an ambassador for change and adoption for both IT and the wider organisation (Office 365, Intranet, Telephony, End User Device)• Coordinated / evaluated procurements for ITSM platform, core internet provision, Intranet and End User Device framework. Familiar with public sector procurement processes, frameworks and tender scoring• Created team benefits log, CSI register and risk log along with introduction of supporting processes and review mechanisms• Provided consultancy for IT service teams as well as user training for tech (e.g. Office 365) Show less

• 

  The hivemind network

  Nov 2020 - Apr 2021

  Expert practitioner
• 

  Kpmg uk

  Apr 2021 - now

  • Conducting and managing Technology Assessments for KPMG Private Enterprise (KPE) clients in different sectors to develop a picture of the current state of the client’s systems and their ‘as-is’ processes, develop proposals for their ‘to-be’ business architecture and build on this to ultimately provide recommendations on how to reach their strategic objectives. • Contributing to, developing and pitching sales proposals to respond to RFPs for KPMG clients. • Provided business analysis (BA) services to a KPE client going a major application development programme. BA Services provided included eliciting, validating, refining (through user stories) and prioritising requirements. Engagement concluded with a successful handover to newly appointed permanent Business Analyst. Show less

  • Service Delivery Manager

    Aug 2024 - now

  • Technology Strategy & Transformation Manager

    Apr 2021 - Aug 2024