Adrian Brown, MAPM

Experience

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  Diligenta - formally Unisys Insurance Severices LTD

  Jan 1999 - Jan 2004

  Life and Pensions Administrator
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  Getronics

  Sept 2004 - Feb 2008

  Monitoring Team Shift Leader / Server Support Engineer

  ✢ Provided support to over 1500 file/print servers for 35,000+ end-users across the UK, including capacity management, load balancing, data migrations, process documentation, patching, and testing/troubleshooting✢ Key member of the improvement project team responsible for rationalising printer hardware and deploying over 6000 multifunctional print devices across multiple office and branch locations✢ Identified new staff training needs and implemented appropriate training practices to build high-performing teams Show less

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  KPN

  Feb 2008 - Aug 2011

  Quality and Continuous Improvement Consultant

  ✢ Played a key role in developing the quality/continuous improvement framework, application structure, and end-to-end project improvement delivery across multiple business units and organisational segments✢ Reviewed audit findings to inform the development of strategic improvement planning projects and activities✢ Significantly improved customer service delivery by leading the Corporate Customer Satisfaction Programme✢ Eliminated £720,000 in annual costs by revamping the Server Security Patching project for 59 managed domains; successfully reduced SLA failure rate from more than 80% to contractually obligated less than a 5%✢ Improved support call routing accuracy from 23% to 90% by collecting/analysing data from service desk/support calls Show less

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  AIG

  Aug 2011 - Nov 2012

  Operational Excellence Analyst

  ✢ Coordinated offshoring of multiple processes across 11 countries to a Shared Services Desk in the Philippines; designed migration process, and implemented service delivery contracts, project governance, and control structure✢ Migrated legacy system data during European country branch renaming program/systems upgrade; worked with country management teams to identify requirements; facilitated all process design and data extraction functions✢ Led the global development/deployment of a singular process mapping tool and Central Process Library; defined process mapping standards, global naming convention/taxonomy, and all processes supporting the framework Show less

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  Network Rail

  Nov 2012 - Mar 2020

  ✢ Programme lead for Asset Management portfolio of multi-discipline projects. Responsible for financial management and reporting to a value of £7 million over the programme life-cycle✢ Proactively managed programme content ensuring projects being delivered remained relevant and aligned to strategic objectives✢ Delivered transformation projects replacing manual asset inspection to automated train borne data collection systems. Created and managed regional delivery and benefit realisation plans. Implemented regional processes to translate asset condition data into functional delivery activities✢ Successfully delivered multi-year project translating regional Vegetation Management strategy into defined projects ensuring work retained alignment to Asset Management Strategy. Project required strong focus on risk and financial management due to profile within the business & constraints with funding periods✢ Led the delivery of work to install lightning protection equipment on key assets across the route following requirement identification by industry regulator. Managed communication of milestone plan with regulator through to project completion✢ Managed post-project lessons learned reviews identifying areas of success, and improvement opportunities to be utilised on future projects✢ Created and led project steering groups for activities within the programme ✢ Led supplier selection activities via invitation to tender processes✢ Exercised influencing skills to source required engagement and resource commitments from the business Show less Succeeded in establishing Lean Six Sigma practices that included in-depth training, mentoring, coaching, and support.✢ Led the development and deployment of a continuous improvement framework within a major business unit; created delivery processes, KPIs, supporting toolset, training materials, and organisational roadmap✢ Collaborated with stakeholders to identify core requirements for a major management information and reporting framework project; delivered strategic KPIs, balanced scorecards, processes, and associated supporting metrics✢ Designed improvement programme to close performance gaps and ensure compliance with contractual modifications✢ Directly accountable for analysing the impact of any proposed business change activities for multiple business units Show less

  • Change Programme Manager

    Jun 2016 - Mar 2020

  • Continuous Improvement Specialist

    Nov 2012 - Jun 2016
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  RNLI

  Mar 2020 - now

  ✢ Departmental Business Change Lead for ERP replacement project representing RNLI’s Engineering and Supply (ES) department, managing requirements, delivering change impact assessments, and resource planning. Engaged senior stakeholders to champion a benefits-focused, structured change management approach aligned with strategic goals✢ Designed and implemented a quality management plan to address regulatory risks and target ISO9001 compliance, with audits scheduled for Q1 2025. Leading delivery of Quality Management System through a direct report✢ Established a compliance-focused working group in ES, uniting policy, regulatory, and process owners to drive policy, compliance, and risk updates. Created the terms of reference, secured Senior Leadership buy-in, and chaired meetings communicating progress reporting to stakeholders✢ Launched a review within department focussed on reviewing strategic regulatory compliance lines. Consolidating regulatory requirements, and focusing on essential obligations to optimise resource use and ensure alignment with long-term goals Show less ✢ Designed and led the implementation of a comprehensive Process Maturity strategy, building and resourcing a dedicated team. Secured engagement and buy-in from executive and senior stakeholders, ensuring alignment with strategic objectives and measurable outcomes✢ Project-managed a cross-departmental service recovery plan within the asset management category, working closely with senior leaders to address and resolve strategic challenges. The project involved high-impact, multi-stakeholder engagement to implement achieve cross-organisation change and improvements✢ Co-ordinated activities to respond to data retention policy changes, delivered organisation risk and change impact assessments implementing treatment programmes to manage✢ Established a structured policy review framework, including a multi-year cyclical plan, enabling timely and systematic policy updates aligned with evolving regulatory and operational needs Show less

  • Quality, Compliance and Process Manager

    Dec 2023 - now

  • Process and Systems Lead

    Mar 2020 - Dec 2023