Beverley Hardie

Experience

• 

  BT

  Jul 1987 - now

  My current role is to define and maintain the contractual schedules and SLA framework for the managed service portfolio of BT Business. Customers consume managed services from shared centres of excellence, which utilise best practice processes and industry-leading tools to deliver outstanding customer service. I am an integral part of an Agile squad, using Jira, Kanban and Mural to define, manage and deliver against epics, backlog and user stories. The squad delivers the capabilities within the managed service catalogue and I am accountable for all of the legal terms and SLA framework which provide the details of how the service is delivered and how BT’s performance is measured. I work closely with other areas of the business, to ensure what we sell to our customers is what we actually deliver and continual improvement ensures if performance is below standard, remedies are put in place to ensure the service is at the excellent level our customers expect. Show less Transformation of the managed service portfolio for BT Global, by translating customer requirements into direct improvements to service management strategy in a robust, repeatable and fully costed framework. Customers can now consume service from shared centres of excellence which utilise best practice processes and industry-leading tools to deliver outstanding customer service. This project has improved BT’s marketability and speed to market, with reduced prices for customers and operational cost efficiencies for BT, simplified resource demand, enabled automation of key deliverables, transformed service support into three distinct, pre-priced, tiers of service and improved customer satisfaction. Show less I supported three major customer accounts (a global investment bank, a UK bank and a global insurance company) on all aspects of service level management (SLM) over an eight-year period. • Service Level Management process design, deployment and improvement• Service reporting• Data analysis, quality improvement, root cause analysis and proof-reading• Financial performance and calculations• Interpretation of complex contracts• Negotiation skills• Internal and external stakeholder management• Team management• Coaching and mentoring Show less

  • Commercial Product Manager

    Oct 2022 - now

  • Lead Business Analyst

    Jun 2020 - Oct 2022

  • Lead Business Analyst

    Jun 2016 - Jun 2020

  • SLA Manager

    Oct 2008 - Jun 2016

  • BT Global, Reporting Specialist

    Dec 1995 - Oct 2008

  • Junior clerical roles in BT

    Jul 1987 - Dec 1995