James Saint Claire Lancey

Experience

• 

  Virgin Media

  Jun 1999 - Oct 2007

  Project Manager / 2nd Line Internal Support
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  Colour Smart

  Oct 2005 - Jan 2006

  Studio Manager
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  CGI

  Oct 2007 - now

  Talented and driven Communications Manager with experience in crisis communications delivering communications to all managerial levels.Accomplished and proven track record for developing communications, presentations, newsletters, reporting tools, and messaging processes in support of company goals and management objectives. Develop optimal communications strategies to reach target audiences and implement communication strategies and information programmes.Established effective working relationships with clients. Track negative communications regrading major incidents and to develop projects resulting in better client communications.Valuable oral and written communication skills with the ability to interact effectively with executive management teams. A service oriented team player, proven expertise producing and managing high-quality publications and portals.Excellent research, time management and problem resolution skills with exceptional focus, follow-through and coordination skills. Proven ability to develop and manage project schedules, and ability to work well with cross-functional teams.Proficient team player capable of collaborating with clients to meet targeted goals. Excellent customer service skills with proven ability to conceptualise the customers’ needs.Assist and deputise for the Major Incident Management Operations Manager to deliver the Incident Management function against service levels. Show less To ensure that standardised methods & procedures are used for efficient & prompt handling of all changes in order to minimise the impact of change related incidents upon service quality, and consequently to improve the day to day operations for the Skills Funding Agency and Skills Development Scotland. Prime contact & escalation point for Skills Funding Agency and Skills Development Scotland, Project Teams and Technical Service teams for all Change Management matters. To work closely with any Change Administrators and to collectively deliver the Change Management Service.To liaise with the Technical Operation Managers on any incidents resulting from failed changes. This includes liaising with the Technical Services teams to ensure that back-out plans are applied successfully to minimise the impact on the client and ensure SLA’s are not breached.Responsible for delivering all the activities of the CGI Change Management process (based on ITIL principles): Show less High Performance, ensuring the Incident Management team are meeting service level agreements in accordance with the clients specific operation level agreements.Provide a reactive service to all clients via the management of incidents and to adhere to 95% and above SLA pass rate over an average of 1500 priority 1 and priority 2 incidents a month.Leading a team who are responsible for all major incidents across 85+ clients including Taylor Wimpey, University College London Hospital, Ofcom and Ministry of Justice.Implement an Offshore Incident Management team to provide a blended service across UK, Chennai, and Bangalore.Responsible for the day-to-day activities and guidance of 22 team members through performance management by setting targets, implementing guidelines, and assist with any issues. SPOC for senior management in relation to major and multi-client profile incidents.Constant engagement with Change Management and Problem Management via daily calls and through incident life-cycles. To ensure all members understand team’s objectives and work together. Constant monitoring to ensure the team are working towards the same goal. Show less

  • Manager Consulting Delivery Incident and Problem Management at CGI

    Feb 2020 - now

  • Major Incident Management Communications Manager

    Nov 2015 - Feb 2020

  • Change Manager

    Sept 2014 - Nov 2015

  • Major Incident Management Deputy Operations Manager

    May 2011 - Sept 2014

  • Incident Manager

    Jan 2009 - May 2011

  • Technical Service Desk

    Oct 2007 - Jan 2009