Natalie Bell

Experience

• 

  Mars

  Sept 2005 - Aug 2015

  Led process transformation and ServiceNow implementation program from idea to design and development. Scope: incident, problem, request, knowledge, change and configuration management. Service catalogue design and employee self-service portal replacement (70K end users). Team: 30 members in the core team. 150+ in the extended deployment team.Key achievements:Proof of concept delivery.Business case design, funding approval.Led the RFP and vendor negotiations.Formed and led the global team: process owners, in-house and external developers, subject matter expertsLed the team through the Blueprint design and development. Show less Led projects to deploy the company’s recipe management system in Spain, Austria, CIS and its integrations with SAP in France, Lithuania and CIS.Delivered projects:• Global recipe management system release• Recipe optimization system implementation for CIS Petcare business• Recipe management system integration with SAP ERP (4 projects): in France (2 projects), Lithuania, CIS• Start to finish recipe management system implementations in Spain and AustriaProjects duration - up to 1 year. Budget - up to $500K. Project team - up to 20 people. Show less • Responsible for all the operational metrics, crisis management, daily resources planning• Successfully managed operational tasks being only 50% resourced. As a result, the team achieved all its operational targets for the first time in the team's history.• Acted as a problem management champion in EU region, created the process workflow and established effective communication between all infrastructure teams globally, service desk and local site support. Helped to put a strong focus on Problem Management activities in all levels of global infrastructure organization. Worked out and delivered criteria to evaluate Problem Management results and established effective reporting. Laid out a foundation to further process improvements. Show less

  • ITSM Program Manager

    Oct 2012 - Aug 2015

  • ITSM Manager

    Nov 2011 - Apr 2015

  • IT Project Manager (ERP)

    Jun 2009 - Nov 2011

  • Global Service Desk Supervisor

    Sept 2006 - Jun 2009

  • Global Service Desk analyst

    Sept 2005 - Sept 2006
• 

  Mars

  Nov 2016 - Jan 2020

  Sr.manager IT service management, ServiceNow platform owner

  Accountable for service management processes governance, and ServiceNow platform strategy, development, deployment and support. Acting as an internal senior engagement manager for new ServiceNow deployments.Established and led ServiceNow DevOps team (20 people +). Doubled the ServiceNow platform usage by expanding to other parts of the business: procurement and financial services, factory IT, acquired new businesses.Owned contract relationship with ServiceNow including price negotiations and contract renewals.Established an effective sourcing model for the platform team.Delivered global IT performance tracking. Established ServiceNow reporting and analytics team. Provided direction and oversight, stakeholder management, led scoping, budgeting and project staffing for ServiceNow projects for data privacy program, security operations (Security incident response), configuration management and discovery improvements, software asset management, and applications portfolio management. Show less

• 

  Deloitte UK

  Jan 2020 - Jan 2021

  Senior Manager
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  Warner Bros. Discovery

  May 2021 - now

  Leading a team of product managers, business analysts and quality assurance analysts to deliver best in class business solutions powered by ServiceNow platform.

  • Head of ServiceNow Product Management

    Oct 2022 - now

  • ServiceNow product manager

    May 2021 - Oct 2022