Michelle Tottle

Experience

• 

  Norwich Union

  Jun 2003 - Dec 2005

  Life and Pension Contact Centre Representative

  Provided a one stop service for existing Policy Holders and Financial Advisers, ensuring service standards were met.

• 

  Aviva

  Dec 2005 - now

  - Provide global Service Level Reporting to the company senior leadership team and executives- Establish the proactive monitoring and trending process to enable the team to identify volatile IT Services and carry out the required actions to mitigate- Rationalise and priorities all service reports produce, removing duplication and conflicting data- Manage the team leaders and progression of team objectives- Identify, agree and manage the 2014 global KPI's for report up to senior executive team Show less - Provided consultation to the c.£150m Network and Telephony Request for Purchase (RfP) programme- Captured Service Requirements across the IT Operations and Service Integrator functions- Delivered the write up of the Service Management processes and non-functional requirements, whilst adhering to ITIL principles- Liaised with representatives from legal, procurement and technical authority to ensure timeframes and objectives were met- Collated and produced negotiation points identifying areas that were not negotiable and those that were flexible Show less - Collate and distribute business demand data, elective change BoW and future plans to Suppliers - Supplier Relationship Manage with their Capacity and Reporting Teams - Facilitate and communicate Supplier Capacity Reports to the business and Service Owners - Liaise with Suppliers to review service utilisation monitoring, identifying peaks and forecast predictions - Carry out trend analysis on service utilisation - Escalation point for all capacity related issues and orders - Management of IPT and IPCC number ranges including leaver notification and bulk order - Contribute into service reviews with the Supplier and business reps - Provide Demand requirement feedback on any new contractual agreements to Network and Telephony Commercial Team Show less •Ensure the business requirements for delivery of a new or enhanced IT Service is collated and defined.•Protect IT Services and ensure identified risks are raised to the appropriate levels required for mitigation or approval.•Negotiate and validate Service Level Agreements (SLA) against agreed design standards.•Provide service management consultation to Project and Programme Managers ensuring ITIL standards are followed.•Provide dedicated resources to major strategic and organisational changes and projects, including Data Centre Consolidation with Aviva Investors.•Review and stop any projects that do not achieve their service criteria from going live.•Review 3rd party suppliers contracts ensuring, contractually the Service Schedule meets the business requirements of the service and highlighting any gaps. •Provide training, consultancy and mentoring to team members.•Organise and deliver awareness sessions of the Service Design and Transition function to the wider Aviva Business.•Manage key stakeholder relationships with IT Service Owners, Business managers, Senior Leadership Team and 3rd party suppliers. Show less - Delivered new entrant and on-going upskilling training on raising incidents on Assyst, maintenance of incident records and how to perform and successfully complete first time fixes.- Authored new training material and complete knowledge acquisition exercises to provide IT Support to new IT Services and functions.- Provided consultancy and training to Service Centre representatives within Norwich, York and Chennai, India. - Acted as the Service Centre lead to provide input into projects impacting the department; ensuring efficient support is in place for project go-live. Show less

  • Transformation Manager

    Apr 2018 - now

  • CIO Comms Lead for CIO Business Management

    Feb 2016 - Apr 2018

  • Service Performance Consultant

    Oct 2013 - Feb 2016

  • Service Management Consultant for Network and Telephony RfP

    May 2013 - Dec 2013

  • Global Network and Telephony Demand Manager

    Oct 2012 - Oct 2013

  • Service Introduction Design and Transition Analyst

    Apr 2009 - Oct 2012

  • IT Service Centre Training Consultant

    Jun 2007 - Apr 2009

  • Learning and Development Trainer

    Dec 2005 - Jun 2007