Ed Scholes

Experience

• 

  PwC

  Sept 2012 - May 2017

  Managing and delivering technology advisory engagements to mid-tier clients. Key project roles included:- Led a client's £100k Service Desk (HEAT) implementation. Responsibilities included coordinating the design blueprint, overseeing the development process, and creating/executing user test plans. This initiative successfully automated previously manual service delivery components, resulting in cost reduction and enabling resources to concentrate on critical tasks.- Conducted an assessment of the effectiveness of IT Strategy, Governance, and Operations for a non-profit organisation. I engaged in workshops with senior stakeholders to gain insight into the challenges they encountered and conducted a comprehensive review of IT Governance, aligning it with the COBIT framework to identify any hindrances to achieving business objectives. As a result of this analysis, I devised a change roadmap detailing the recommended steps to attain business objectives and subsequently presented these findings to the board of directors- Assessed the efficiency of IT management and governance within a UK real estate organisation, overseeing the execution of an IT change programme. My responsibilities included driving cost reduction and expenditure management by conducting in-depth analysis of annual transactions to pinpoint deficiencies in project budgeting and forecasting. I successfully implemented my recommendations to enhance expenditure control. Additionally, I introduced and presided over a newly established Change Advisory Board, and implemented key performance indicators (KPIs) to evaluate and report on the effectiveness of change and release management. Show less Coordinating and delivering statutory Financial and IT General Controls (ITIL) audits for FTSE 100 clients.- Conducted statutory account audits to ensure compliance with financial reporting standards (IFRS/UK GAAP) and industry-specific regulations, with a focus on retail banking and energy/utilities sectors for FTSE 100 clients.- Evaluated and tested accounting and internal control systems. - Analysed extensive datasets to uncover trends and identify fraudulent or inaccurate transactions.As of September 2015 I am ACA qualified with first time passes. Show less

  • Senior Associate (ACA Qualified)

    Feb 2016 - May 2017

  • Senior Associate (ACA Qualified)

    Sept 2012 - Feb 2016
• 

  GVC Group

  Mar 2018 - Aug 2019

  Service Delivery Manager

  - As the ServiceNow Product Owner for the Service Operations department, my role involved translating business requirements into detailed specifications. I collaborated closely with the development team to oversee the delivery, testing, and implementation phases. Notably, I spearheaded the introduction of automated on-call teleservices, customised the MIM comms module, and led the redesign of the underlying master data.- Identified areas for improvement through a range of initiatives, including the analysis of weekly performance data, facilitating ad hoc improvement workshops across all ITSM processes, and hosting regular service reviews with key stakeholders.- Established and managed relationships with third-party suppliers, taking ownership of service review meetings to oversee service quality, metrics, and improvements, ensuring adherence to service levels.- Responsible for the successful delivery of new products, services and enhancements for critical technology services. Show less

• 

  Babylon

  Aug 2019 - Feb 2025

  Responsible for defining Babylon's strategy and tooling for delivering internal support services. I also served as the ServiceNow Product Owner and lead developer. Notable projects included:- Led the implementation of ServiceNow at Babylon Health (ITSM Pro and CSM Pro modules) for 350+ agents, 3,000+ employees and 1,000,000+ patients, including the migration of all existing services from a variety of service desks I consolidated.- Development of end-to-end Incident and Major Incident Management process, Change and Release Management, and CMDB (integrations with Slack, Twilio, Jira, Splunk, Workspace One).- Creation of internal Service Catalog offering over 100+ automated service requests (including User Provisioning and systems access control via OKTA).- Development of CSM platform for provisioning Customer Support services. This encompassed the handling of all patient inquiries and complaints, multiple customer-facing portal/knowledge bases, automation of administrative tasks, as well as providing live chat support (Virtual Agent integrated with the Babylon App) and a catalogue of internal and external request items to assist both clinicians and patients.- Design and implementation of custom Governance, Compliance and Clinical Incidents modules to handle Complaints/Feedback in-line with regulatory compliance.The outcome was a unified platform with enhanced features catering to both internal and external users. Consolidation reduced the need for multiple internal tools, improved integrations with other essential systems, and generated annual licensing cost savings exceeding £500k. This success elevated ServiceNow to a pivotal position as a strategic tool, influencing the future direction of Babylon's internal operations. Show less

  • Senior Manager, Business Systems Automation

    Jul 2023 - Feb 2025

  • Service Delivery Manager

    Aug 2019 - Jul 2023
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  Dr. Martens plc

  Feb 2025 - now

  ServiceNow Specialist