Helen Thorpe

Experience

• 

  HSBC

  Aug 2007 - now

  I am primarily focused on leading a team of people within APAC responsible for creating IT service models within the Configuration Management System. The APAC region own circa 1,500 services.I am also responsible for ensuring the accuracy of data provided to a global project that aims to introduce a global Command Centre, replacing aspects of the current regional Command Centre model. Another role I fulfil is to understand how the expansion of Configuration Item scope within the CMS affects both new and existing service models. Within this role, I lead colleagues around the group in analysing, understanding, and updating the information where appropriate.All of my roles within the bank have allowed me to expand my knowledge of Service Management, the tool, and the processes. Show less The role was to identify and prevent future incidents being caused by change activity based on reoccurring incidents. Around 4,000 changes are implemented through the Change Management process within EMEA alone every month. Through this role, I was able to target specific areas and actively drive down the percentage of problematic changes experienced overall. I played a key role in an external project detailing issues we have with systems and the actions being undertaken to resolve them. Specifically liaising with issue owners to understand the current risks associated with the issues and to provide estimates around costs and effort of completing each action. I also spent time in India training and providing onsite support to the Change Management rightshore team during the go-live of a new version of the Service Management tool. Show less I designed and rolled out a standard change process across the UK change community (around 4,000 users). This involved identifying suitable teams, monitoring the pilot, and producing a suitable timeline for the full rollout of the project. I was also responsible for the Change Management rightshore team based in India. I identified, produced, and maintained procedures as well as completing regulatory documents. It also involved dealing with daily queries and problems the team were facing. As a result, I spent time in India building this relationship further and provided on-site support for the go-live of new procedures.Finally, I was also involved in extensive gap analysis performed on the new version of the global Service Management tool. Show less

  • Technology Currency Manager

    Jul 2017 - now

  • Global Configuration Analyst

    Nov 2012 - Jul 2017

  • Problem Manager

    Jun 2010 - Nov 2012

  • Change Analyst

    Aug 2007 - Jun 2010