Experience

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  Rsa

  Jan 1990 - Jan 1996

  Motor underwriter

  I worked initially taking calls from the general public setting up new motor policies. I then moved on to dealing with motor policy enquiries, renewals and complaints.

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  Royal & sun alliance

  Oct 1990 - Mar 2001

  Worked within the IT department at RSA specifically related to application testing. Worked closely with the RSA business to understand their requirements when new applications/amendments to applications were required. Claims and underwriting background helped to understand and offer help and advice to the business and application developers. Moved on to write test scripts following an in depth understanding of the newly developed application and ran testing as part of projects.Was involved in a number of successful claims and underwriting implementations. Show less

  • Business Analyst

    Jun 1996 - Mar 2001

  • Claims Team Manager

    Oct 1990 - Mar 2001
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  Rsa

  Jan 2005 - Jan 2006

  Project manager, whitewater

  I was responsible for IBM project streams within the Whitewater programme sponsored by RSA. My role involved being the interface into IBM, managing and keeping track of project plans and ensuring that the Customer (RSA) was happy with our service.Part of my role was to introduce BAC monitoring into RSA and set up a team in IBM to monitor alerts on critical applications.

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  Ibm

  Jan 2008 - Sept 2021

  I took over the position of Service Introduction Manager as the team were struggling to impress the Customer and they had little confidence in the team and what they produced.I put together a Service Improvement Plan (SIP) based on the Customer's list of complaints together with a list of completion/success criteria which I could work to.By bringing me in the Customer was confident that they had the right person for the job based on their experience of me in my other roles.My role involves understanding the current portfolio of projects in progress that are important to the Customer and ensuring that the Service is introduced into live service. This involves ensuring that the correct support documentation is in place for the BAU teams to be able to support live incidents and log and direct tickets to the right teams. In addition my team tracks a list of other Service Introduction tasks which are driven the Project Manager. The role works closely with the Customer Project Team, Customer Service Introduction team and IBM and Supplier Project teams.I like to think that we are the gate keepers into live service.My team are mainly in India with one resource in the UK. Show less I am responsible for ensuring that IBM meets the SLAs set out in the contract with our Customer. This involves daily monitoring of high risk SLAs to ensure that we are on track to pass. If we are not then I ensure that the right people responsible for the area of service is engaged to come up with an action plan to address the potential failure. On the occasion that an SLA fails I have to report on the reason why and what we are going to do about avoiding a repeat. This means engaging with management up the chain within IBM, the Customer, Project Management, BAU, Supplier and Service Management communities.Recently I have put in place a risk based SLA management system to hi-light mitigation actions which is the basis for the SLAs on my account.I am currently cross training a colleague who is taking over the non-Customer facing part of the job which will free me up to spend more time working on a new role which interlocks with SLA management. Show less

  • Project Manager

    Jun 2017 - Sept 2021

  • Lead Service Manager

    Jul 2014 - Sept 2021

  • Project Manager

    Oct 2013 - Sept 2021

  • Service Introduction Manager

    Nov 2011 - Sept 2021

  • Service Manager

    Jan 2008 - Aug 2012

  • Service Level Manager

    Jan 2008 - Jan 2011
• 

  Kyndryl

  Sept 2021 - now

  • Account Portfolio Manager

    Sept 2022 - now

  • Infrastructure Project Manager

    Sept 2021 - Sept 2022