Anna Carruthers Email & Phone Number

United Kingdom

Successful delivery of high profile projects varying in size and complexity. IT Service Transition - onboarding of a new client into the Shared service environment. Network Transformation - installation and migration of ~250 circuits (Ethernet and broadband) to new service provider. Sites varying in size and complexity across all Business Units in the U.K. Threat Intelligence- partnered with a leading provider to deploy an effective monitoring service across the U.K. and US. Docusign - successful roll out of Docusign e- signature solution across multiple Business Units within the U.K. Various finance and HR related IT projects relating to Oracle and Business Change.

Newcastle Upon Tyne, United Kingdom

Driving several business transformation and IT projects, ensuring the project produces the required products within the specified tolerances of time, cost, quality, scope, risk and benefits. Empowering colleagues, driving results. Managing expectations of internal and external key stakeholders. Robust planning and execution of the Project Plan, managing resource accoridngly.

Newcastle Upon Tyne, United Kingdom

Design and successful implementation of a financial and strategic benefit driven Change Management process within a large, diverse IT organisation.Business critical interface between the customer and IT team to ensure that all change requirements varying in size and complexity are understood and approved by the business. Responsible for ensuring the business understand the change process. Manage relationship of all Change Sponsors, ensuring they are kept up to date at all times and clear expectations are set and managed accordingly. Developed, owned and embedded the IT Functional User Groups (across multiple functions including HR, Payroll and Finance) to support the consistent and effective application of the available system functionality. To also help identify, develop and deliver tactical and strategic functional enhancements to the system.Plan, control and manage the delivery of all approved changes across the business. Work closely with Release Management/Development teams and business to plan and schedule resources to undertake user acceptance testing, ensuring any dependencies or conflicts are addressed and mitigated accordingly.Coordinate defect resolution; working closely with the business and Application Services, supporting end users to create robust test plans. Acquire and utilise business skills and resource in support of user acceptance testing (UAT).Conduct regular reviews and report progress against the inflight change demand pipeline to relevant Lead Teams across the business. Liaise with budget holders and sponsors to agree change costs. Ensure benefit/return of change outweighs cost of implementation. Manage key stakeholder expectations through the Change lifecycle to avoid resistance and challenge, provide well-structured communication. Act as Point of Contact for all escalations relating to oracle application changes, where a challenge is identified or lack of progress is being made at various phases of the change.

Newcastle Upon Tyne, United Kingdom

Owned, managed and delivered all aspects of the Site Visit component of the In Touch Programme:­Centrally coordinated, scheduled and managed all aspects of site visits across Balfour Beatty in the UK, improving relationships, enabling opportunities for Business Services to improve and learn more about the businesses we serve.­Solely responsible for production and delivery of briefings to all employees and customers ahead of each site visit to ensure clear understanding of objectives, agree objectives and drive through completion of agreed actions. ­Compiled appropriate reports and recommendations to management highlighting key themes emerging from all site visits, leading to service improvements. ­Monitored budget and actual costs of all site visits to ensure they were controlled and reported to the Finance Manager and Client Relations DirectorSupported all other elements of the in Touch Programme to align Business Services better with its customers. Provided operational and administrative support to Business Partners and Client Relations Director, delivering all enabling tasks to allow strategic focus (support with preparation for Joint Business Plans, new business cases, end to end service improvements, performance reviews, stakeholder management & resolution of issues and escalations. Looked for new ideas/opportunities to help make improvements and supported with the implementation of those ideas. Undertook full review of Scope of Service documents with all services lines to standardise and centralise across the business, with a key focus to avoid scope creep. Owner of risk management/audit readiness for the Client Relations Team, applying the agreed risk framework. Monitored and managed the risks and issues log, and the completion of mitigation activities. Maintained Q Pulse document storage system on behalf of Client Relations Team. Supported and represented Business Services at key stakeholder events within Business Units.

Newcastle Upon Tyne, United Kingdom

•Solely responsible for managing the delivery of timely and accurate monthly performance reporting to the Business Units, and for the preparation of Divisional Management reporting. •Support Business Partners and Client Relations Director by providing concise reports for use during Client/Lead Team monthly reviews, ensuring clear key messages are delivered regarding performance and the usage of services. •Produce MI data to enable performance management discussions. •Support integration of new clients/service lines establishing required activity during engagement phase / pre-transition with regards to performance reporting.•Led, designed and implemented the Internal Performance Reporting Framework across all locations to drive employee engagement and customer satisfaction. Delivered Internal Performance Education briefing sessions to senior management teams to ensure content and methodologies was fully understood•Drive effective delivery and reporting of the Issues Management defined Governance Framework across all locations, aligning all new Service Lines with a rigorous approach to address root causes of incidents identified. Coordinate and chair the monthly Major Incident review forum utilizing attendee’s time effectively, tracking all action plans, flagging open/off track actions appropriately to Service Line Managers/Directors.•Work with the Project team and Client Relations Team to provide required input to design, testing and implementation of automated KPI reporting system (Digital Fuel) to enable a step change in performance reporting by reducing manual efforts; improve analytics/MI providing a clearer picture of performance.•Supported the Lead Team to define a strategy for how the company intranet (360) could be used and how they can leverage its use.

Newcastle Upon Tyne, United Kingdom

•UK & IE POC for Agency Debit Memos, successfully implemented changes in process to ensure SLA met across UK/IE, supporting internal and external customers, adapting to change constantly. Creating strong working relationships in very short space of time. •Work as part of central servicing support team investigating and responding to the EMEA market with accounting queries for over 1000 companies.•Collate all UK agency debit memos received identifying trends, working with mangers to charge back to client – preventing write off’s to American Express.•Deliver Web Ex training calls with new and existing customers, clearly explaining the role of the support team and how to use the E invoicing Portal effectively.•Liaise with internal and external customers reporting on key issues for improvement of services and procedures.•Analyse system problems, reporting back to both internal and external service providers.•Work within a service level agreement, ensuring accuracy at all times and meeting tight deadlines•Working knowledge of GDS systems Sabre and Galileo, AGM, BSP Link, GMAX.

Beverley, East Yorkshire

•Work as part of a team within the Listings Department and Court Administration Team to ensure all targets and deadlines are met as set out in area business plan.•Produce, analyse and apply statistical data, •Maintain court diary system ensuring its adherence. Communicating change to internal and extrnal customers.•Deputise for Team Leader when needed, leading team briefs, producing rotas ensuring key tasks and targets are achieved.•Supported the implementation of “LEAN” across the East Yorkshire Magistrates. Creating a more efficient place of work by identifying waste, and creating a new way of working/thought process. Improving quality and developing individuals giving colleagues greater job satisfaction.•Hold regular one to one meetings with team members to identify and meet development needs.•Coordinate training events and identify potential delegates accordingly.•Responsible for managing all customer complaints received into the east Yorkshire Magistrates Court and responding accordingly.

Education record

Higher Education Further Cert (English Language – CREDIT, Quantative Methods, CREDIT Human Biology – PASS

Education record

9 GCSE's Grade A* to C