Experience

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  Crown prosecution service

  Oct 2003 - Nov 2006

  B1 caseworker
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  Public and commercial services union

  Dec 2006 - Apr 2008

  National group organiser
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  Lotus cars

  Dec 2008 - Dec 2009

  Pmo coordinator
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  National practical-science center of ambulance

  Jan 2010 - Apr 2010

  Pa to eoc director / manager
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  Chambers & co solicitors

  Apr 2010 - Aug 2010

  Litigation secretary
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  Cafcass

  Sept 2010 - Jan 2011

  Business support
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  Barley chalu ltd

  Feb 2011 - Jul 2011

  Pa to joint managing director (quality assurance)

  This role was essentially to organise and prioritise all aspects of the Joint Managing Director’s workload and time management both in the UK and abroad. During my tenure, I brought up to date all operation manuals and ensured all internal audits and control of documentation was conducted accordingly and in line with current BSI and ISO regulations.

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  Ibm global services

  Aug 2011 - Oct 2011

  Pmo analyst
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  Anglian windows

  Jan 2012 - Sept 2012

  Project planner
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  Kier group

  Oct 2012 - Dec 2013

  It assurance & problem management

  IT Problem ManagementEstablished, developed, implemented and continually improved the IT Problem Management process in line with ITIL best practice (Won award for the most mature ITIL process within the company) Established and fostered relationships with multiple stakeholders at all levels within the IT and business function as well as the rest of Group Services in order get commitment to the problem management process.Managed the lifecycles of all problems from first detection through to resolutionMinimised problem impact through effective problem detection;o Root cause analysis (various techniques i.e. Ishikawa, Debono etc)o Trend Analysis (Incident, service requests etc)o Event Managemento Proactive Problem detection (identified using above principles)Created Known Error Database (KEDB) through root cause analysis, fixes and workarounds Ensured customer engagement via regular progress reports and updates Ensured that the Problem Management, Change and Release Management processes were utilised where necessary and their use promoted throughout IT.Conducted detailed analysis of data gathered via the Service Management process in order to identify trends and underlying issues and developed effective responses aimed at improving or eliminating such issues.Designed appropriate metrics for reporting on key performance and quality indicators in relation to Problem management, particularly in terms of in-depth trend analysis.Represented Problem Management to the weekly Change Advisory Board (CAB).Contributed to service improvement plans ensuring ownership of Problem management items. Engaged with IT teams, project sponsors and subject matter experts on key projects and changes, representing the problem management function.Corporate Risk and Issue Management IT Assurance & Governance Programme / Project Management / PMO Support Show less

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  Freshfields bruckhaus deringer

  Jan 2014 - May 2015

  Senior problem manager

  • Lean Six Sigma Problem, MI, RCA and Transition management process improvement - improved Operational Management Process, part of the IT Service Health program.• Problem management process on Projects - implemented, managed and improved Problem management process on MS Office 2010 and various Citrix projects delivered to 5,000+ employees worldwide.• Process maturity – Designed Gap analysis and Maturity Plan on Operational Management Process.• Service Transition - managed and delivered IT Service Transition/ introduction/ migration projects and programmes i.e. Citrix, DMS, MS Office 2010.• Stakeholder management – established warm relationships with a wide range of stakeholders, clients and suppliers, ensured business requirements were met and aligned with ITIL best practice.• Reporting and business analysis – prepared various reports to stakeholders and team members from all levels up to and including CEO.• Working to deadlines and prioritising tasks under pressure – regularly dealt with conflicting deadlines in a busy law firm. Show less

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  Visa

  Sept 2015 - Jul 2016

  Senior problem manager

  • Lean Six Sigma process improvements across ITIL framework • Kepner-Trego – Improved Problem Solving and decision making skills across European Operations• Portfolio reduction and annual cost saving target achievement (£1.7 million per year) • KEDB creation, management and review processes and procedures• Root Cause Analysis across all problems• A key requirement for this role was to effectively establish a working relationship with Operations team based offsite and create / improve effective handover process for Major Incidents into Problem Management arena for progression / resolution. • Raise profile of Problem Management and conduct internal training to align teams with ITIL framework Show less

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  Bbc

  Dec 2016 - Jun 2019

  Senior major incident/problem manager / service delivery manager

  • Lean Six Sigma process creation / improvements across ITIL framework • Solely responsibility for management the lifecycle of all Incident and Problems • Conduct annual reviews for all SLA and OLA objectives / improvements • Third party supply management • SME Management (holiday requests, PAR’s, planning and prioritisation of work, training etc)

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  Investec

  Jun 2019 - Jun 2021

  Senior incident and problem manager