Stephanie Ross

Experience

• 

  BNFL

  Jun 1989 - Feb 2000

  IT HelpDesk Manager

  Responsible for the end to end service delivery of the IT HelpDesk

• 

  IT Services

  Feb 1995 - Jul 2000

  HelpDesk Manager

  Responsible for the end-to-end delivery of an IT Service Desk. Key Responsibilities included resource management, process and procedures compilation and maintenance, continual service improvements, tools exploitation, Remedy data administration, budget preparation and management, service integration.

• 

  CSC

  Jul 2000 - Sept 2012

  Senior Operations Manager

  Responsible for the end-to-end successful delivery of a very busy IT Service Desk in a multi-client (over 20,000 End Users in total), multi-platform environment. Key responsibilities were to enhance the End User experience, ensure all contractual SLA's were met, Resource Management (recruitment, development, performance management), Continual Service Improvements, Risk Management, Tools enhancement (USD, Remedy, Remote Take Over), First Time Fix (3210) exploitation, Self-Service, Service Integration, Business Continuity, Budget/P&L management. ISO 90001, ISO 27000, ITIL frameworks. Show less

• 

  Atos

  Oct 2012 - now

  - Thoroughly understand the contractual schedules and SLA obligations.- Govern and ensure the services provided by the Internal Towers meet/exceed the necessary targets. - Where performance is at risk timely identify and work with the Towers to produce and manage a SIP . - Work closely with the Client to ensure all SLAs are fit for purpose, unambigous and offer value.- Ensure all Service Opportunities are identified, recorded within the central CSI database and managed to conclusion. - Customer Satisfaction - Enhance the End User Experience by ensuring all Rant and Rave detractors are reviewed and managed. -Risk Management - ensure all risks and issues are identified, recorded, assessed and managed (mitigation/optimisation)- Quality Management - ensure the Account maturity model meets internal targets by being able to demonstrate robust process understanding/adherance- Service Management - support the Regional Service Managers in all aspects of service delivery (P1/P2 incident management, request management, 24 x 7 on-call, day to day operational management)- ServiceNow - fully converse in usage and heavily involved in configuration set-up from an SLA/process perspective- Service Integration/Service Acceptance- Support the Service Director- Service Strategy-3rd Party Supplier Management- Service Operations- Continuous Service Improvement-Alignment to ITIL framework (fully converse/accredited in ITIL V2, ITIL V3 Foundation, Service Operations, Service Offerings and Agreements)- IOSH Certified Show less

  • IT Service Level/Service Manager

    Aug 2014 - now

  • Service Level Manager

    Oct 2012 - now

  • WSDS Tower Service Manager then Account Service Level Manager

    Oct 2012 - now