Jan Pearce

Experience

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  Fujitsu

  Jan 2008 - Jan 2013

  Application Services SDM Responsible for managing Application Services through a period of transition into BAU during multiple software and application changes being deployed in the M&S Stores environment.• Accountable for the successful transition and delivery of 2nd Line and 3rd Line Support Services for Multiple Applications, supporting 16,000 tills and several central systems including POS and Payments (BeanStore and Postilion)• Accountable for Release Management and Defect Management teams delivering a consistent deployment programme. • Responsible for Software Defect Management Role during Transition Phase• Responsible for multiple Suppliers including those that we manage on behalf of M&S, managing day to day operation, services reviews and continuous improvement• Built and maintain strong relationships with M&S Key Stakeholders• Successfully managed and delivered a headcount reduction exercise post transition into BAU, identifying innovative improvements resulting in streamlined activities and P&L improvement. Show less Hardware Services SDM Role Responsible for managing the break fix delivery service to 600 Marks and Spencer sites in the UK and Islands.• Involved in the hardware aspect and defect management element of the IPOS Rollout Programme for new systems and applications• Successfully managed and delivered two consecutive Peak trading periods to the M&S store estate.• Successfully managed and delivered Store Risk Assessment Programme to the M&S store estate.• Responsible for the account Change Management, including commercial, financial and business process requirements. • Responsible for multiple Suppliers, managing day to day operation, services reviews and continuous improvement• Understood and created the New Reports required as part of the introduction of the new contract. Positively recognised by the customer resulting in all FJS reports now following this standard.• Managed Projects various projects Hospitality / New RF Deployment including P&Ls• Own and managed the sites support charging mechanism (Call Banding), including driving Call Reduction and Cost Saving initiatives. Show less

  • Service Delivery Manager

    Apr 2011 - Jan 2013

  • Service Delivery Manager

    Jan 2008 - Mar 2011
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  Fujitsu M&S

  Jun 2014 - Mar 2016

  End User Compute Services Senior SDM Responsible for managing Remote Deployment Management Services, Deskside Engineering Services and IMAC Services delivered across multiple locations across the UK to 5000+ Head Office Users located in 3 main sites and 8 regional offices.• Accountable for the successful delivery all of the SLA’s and KPI’s delivered as part of the Service, including trend analysis, identifying risks and implementing action plans to resolve issues or include in the Service Improvement Plan to enhance the existing service.• Consistently chairing weekly and monthly service reviews with the customer to review performance, risks / issues, change, problem management, continuous service improvement and service transition.• Accountable for the P&L identifying cost saving initiatives to improve margin consistently year on year• Accountable for the successful delivery of services for all of the support functions including monthly Security Patching (Release Management), quarterly build maintenance, break / fix for laptops, desktops, smart phones and printers, remote deployment and application packaging services. • Acting as the point of escalation for all major incidents (Incident & Problem Management), ensuring cross supplier communication and engagement, implementing action plans, maintaining ongoing communication to the customer until resolution is achieved and following up with detailed lessons learnt and root cause analysis identifying permanent fix where possible. • Line Management Responsibility for SDM and Project Manager within the Service. • Introduced Service Readiness and Acceptance into Service Processes for Service Transition. • Built and maintained strong relationships with Multiple M&S Key Stakeholders across the business. • Largely involved in the evolution of Service to introduce the Connect Bar (Genius Bar type Service). Show less Multi-Channel Services Senior SDM Responsible for managing Application Support Services for circa. 2500 digital devices in circa. 300 M&S Retail Stores and their back end application systems and API’s. Responsible for Hardware Break Fix Services for the same equipment across the UK and ROI. • Accountable for the successful delivery of 2nd Line and 3rd Line Application Support Services for Multiple Applications under pinning services offered through the in-store digital devices• Accountable for the successful delivery of Hardware Break/Fix Support Services for all digital equipment in M&S Stores maintaining device online availability of over 90% for a number of different propositions and delivering a consistently ‘Green’ SLA. • Accountable for the P&L and identifying cost saving initiatives improving margin by 15%.• Responsible for improving the monthly CSAT score from an average of 5 out of 10 to consistently 8 out of 10 through key stakeholder relationship management and service improvements. • Introduced Service Readiness and Acceptance into Service Processes• Brought a number of non-contractual Services into the exiting Contract / Agreement via the Commercial Change Control processes and procedures, as a result reducing the overall SDM requirement to half an FTE. Show less

  • Senior Service Delivery Manager

    Mar 2015 - Mar 2016

  • Senior Service Delivery Manager

    Jun 2014 - Feb 2015
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  Advanced

  May 2016 - Jan 2018

  Service Delivery Manager

  Responsible for the delivery of all Cloud and Platform shared services to both clients in the Education and Medical regulation industries. • Built and maintained strong relationships with multiple Key Stakeholders across both client businesses. • Worked as part of an effective team with the Account Managers and Technical Account Managers to deliver services and consistently demonstrate a ‘one Advanced’ approach. • Accountable for the successful delivery of the SLA’s and KPI’s delivered as part of the Services, including trend analysis, identifying risks and implementing action plans to resolve issues for inclusion in the Continuous Service Improvement Plan to enhance the existing service.• Consistently chairing weekly, monthly and quarterly service reviews with the customer to review service performance, risks / issues, change, problem management, continuous service improvement and other service deliverables with senior management.• Evolved service reporting to demonstrate both understanding of client services and value add.• Successfully managed the transition of existing support services into BAU support model. • Successful planning, management and delivery of DR failover testing. • Defined multiple Services as part of the successful contract renewal process. • Provided SDM cover for other Advanced clients during annual leave, both receiving positive feedback (London City Airport and Thames Tideway Tunnel) Show less

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  Coreco Group

  Jan 2018 - May 2022

  • Mortgage Adviser

    Jul 2018 - May 2022

  • Para-Planner

    Jan 2018 - Jul 2018
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  CorecoMPS

  Jun 2022 - now

  Director