Kate Cooper

Experience

• 

  Confederation of British Industry

  Mar 1999 - Oct 2010

  As FM, reporting to the Director of Finance, I had day-to-day management for the facilities department and responsibility for facilities supplier contracts, property issues and health and safety. This was a varied role, encompassing a large spectrum of responsibilities, which demostrated customer focus, communication and organisational skills. During my time in this role my main interest was in the area's of FM that had IT focus such as Comms technology. This was demonstrated in the successful roll out of a new VoIP network through all UK offices in 2007 which I Project Managed and subsequently was offered a role within the IT department. Show less

  • Project and Business Process Architect (IT)

    Aug 2008 - Oct 2010

  • Facilities Manager

    Mar 1999 - Aug 2008
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  London Metal Exchange

  Nov 2010 - Sept 2017

  Management of the LME Helpdesk, dealing with escalation of requests and faults from internal & external stakeholders for the LME’s portfolio of services.SLA management – responsible for agreeing SLA’s between the business and IT as well as tracking and highlighting deviations in service performance.LME Incident Manager with responsibility for the Priority 1 communications & reporting process to internal & external stakeholders.LME Service Manager for LME Clear.Liaison with Problem Management to ensure that actions are tracked to completion.Recommendation of continual improvement initiatives for the Systems Operations department and managing their implementation.Compilation and presentation of regular performance statistics and analysis to senior management and external LME committee’s as requested.Member of the Service Assurance Committee.Member of the Information Security Board.Compilation of ad-hoc reports and statistics for the Director of Systems Operations and CTO as requested.Management of Member on-boarding process and co-ordinating technical requirements.Co-ordination of small project work.Recognised ‘go to’ person for all service performance matters. Show less

  • Transformation Specialist, IT Service Operations

    Sept 2015 - Sept 2017

  • Service Performance Manager, Systems Operations

    Nov 2010 - Sept 2015
• 

  OEConnection (OEC)

  Sept 2017 - Oct 2022

  Responsible and accountable for customer experience within Data Services at OEC and the champion for driving service excellence. Includes Customer Relationships, Service Level Management, Service Desk, Service Availability, Customer Financial Management and End User Training.Project Management Support for the Data Services Product Team

  • Senior Product Specialist

    Apr 2021 - Oct 2022

  • Service Delivery Manager

    Sept 2017 - Apr 2021
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  The One Love Project

  Jan 2019 - Dec 2021

  Volunteer (Part Time)
• 

  Little Havens

  Jun 2019 - Mar 2020

  Volunteer Staff
• 

  Sainsbury's

  Oct 2022 - now

  • BPO Service Manager

    Apr 2024 - now

  • Service Assurance Manager

    Oct 2023 - Apr 2024

  • Service Manager

    Oct 2022 - Oct 2023