Bianca Kelly Email & Phone Number

Sunderland, Gb

Sevenoaks, Kent, Gb

Although every day looks a little bit different, some of my key responsibilities include:Leadership & Strategy: Spearheading pivotal verticals Data Solutions, Digital Customer Contact, Digital Optimisation, alongside two critical horizontals Continuous Improvement and Quality. My mission? Crafting and executing strategies that propel Markerstudy into the future.Project Delivery: Championing best practices and ways of working with CDMs and dynamic multi-functional teams to deliver projects with efficiency and flair, I keep the momentum going and ensure a smooth ride throughout the SDLC.Governance & Standards: I establish and uphold strong governance frameworks, ensuring our products and services align seamlessly with architectural and assurance standards.Continuous Improvement: Driving a culture of relentless improvement, I mentor our department in agile and lean methodologies to ensure we are always looking for improvements, efficiencies and synergies. My mantra? Automation first—be it digital automation, RPA, Machine Learning, LLM or test automation - make it slick, make it scalable!Service to Live: Ensuring our products are easily supportable in BAU, I ensure focus on seamless M&A integration throughout the project lifecycle.Communities of Practice: Collaborating with CoPs, I address training and coaching needs, fostering a shared vision of excellence through clear values, standards, and processes.Resource Management: Optimising departmental resourcing and managing third-party and supplier relationships. I oversee CDMs, Quality Leads and Technical Leads as a direct line manager.

Peterborough, Gb

- Responsible for the successful delivery of strategic projects, from Inception to Post live. Leading the team to success through effective processes and use of agile principles, and ensuring a customer centric, quality driven approach to development is upheld. - Managed a large cross located team to deliver a new strategic Digital Voice solution for our customers and contact centre utilitising Google AI technology, AWS, and the Twilio communications platform ensuring full integration with our legacy systems.

Ashburn, Virginia, Us

Responsible for ensuring the project team utilised agile values and principles and followed effective processes and practices to ensure the successful delivery of projects. Lead a Public Cloud platform project focused on automation, SAP systems and managed services utilising SAFe principles and devops delivery.• Leadership – Managing 40+ individuals across 7 scrum teams spread out globally • Technical Knowledge – Excellent understanding of DevOps tools and services, with hands on experience with Public Cloud direct in console. Managing the environments of a Public Cloud based platform project has built up knowledge on architecture, infrastructure and connectivity to support the scrum teams. • Accountability – Direct point of contact for Operational Support, managing the routing of live issues through to the engineering team, whilst minimising impacts to Sprint deliverables through continuous scrutiny of prioritised items with the product owner. • SAFe/Scrum – Working closely with the Scrum Masters to effectively deliver features each sprint. Running scrum of scrums, planning sessions, demos and retrospectives to facilitate the team to achieve the sprint goals and the overall success of the project. • Results – Turned around a monumental agile programme in which the major prison applications were being moved to public cloud. Within two weeks we were back on track and delivering as per client expectations.

Ashburn, Virginia, Us

- Monitoring service levels to ensure client SLA’s were met, alongside producing regular reports which were then reviewed with the client and internal account teams.- Regular gate reviews and update meetings with project and programme teams to ensure these were delivered to a high quality, on time and with no impact to live services.- Built rapport with the client to ensure they were satisfied with the service provided, and to identify and build on the services we provided. - Leading from the front to ensure the team are carrying out the right activities in an effective manner to drive both account and business success for ourselves and the client. - Creating strategic plans for the account, incorporating potential sales and the clients own strategy to ensure what we are delivering is fit for purpose. - Ensuring appropriate resources are available at all times to deliver the service to the client- Identifying, monitoring and communicating risks, whilst delivering appropriate action plans and preventative measures according to the likelihood and potential impact of these. - Investing in the team by ensuring training and compliance measures are fully up to date, and organizing cross training between the team members to build on the knowledge and skills within the account

Houston, Texas, Us

- Rapport building with the client whilst ensuring the team are delivering to the highest standard through monitoring and reporting activities. - Regular reviews of projects and programmes to ensure the teams deliver to a high quality, on time and with no impact to live services.- Working with various teams (such as Wintel, Network Delivery, Service Management Delivery etc.) to identify any potential risks and presenting these to the client with various action plans. - Meeting regularly with key customer groups, in order to validate/update service delivery requirements and to provide Service Management reports- Proactively seeking further business opportunities by identifying and selling additional services to the client that are both appropriate and viable. - Monitoring server availability trends to prevent potential outages for the client

Houston, Texas, Us

• Managing E2E global role migration projects to a brand new Service Centre• Managing service transformation projects from OCC to OIC and implementing Level 1 Shared Services across Service Lines• Tracking and actively problem solving on SLA’s, to ensure the client is not impacted by the transition• Financial tracking on costs and savings• Running both biweekly team meetings and bimonthly Steering Committee meetings with Account and Service Line leads.

Houston, Texas, Us

• Full end to end management of the project, from Discovery to Hypercare• Managing project staff and ensuring that all project personnel receive an appropriate orientation to the project• Running daily team and cross vendor meetings• Creating a project plan and executing according to this• Documenting project activities• Setting up files to ensure that all project information is appropriately documented and secured• Monitoring the progress of the project and making adjustments as necessary to ensure the successful completion of the project• Writing reports on the project for management and for stakeholders• Communicating with all project stakeholders regularly• Ensuring that the project deliverables are on time, within budget and at the required level of quality• Evaluating the outcomes of the project as established during the planning phase

Houston, Texas, Us

• Owning, monitoring and controlling activities for all project and product quality during the life cycle of the project. • Providing continual service improvement, ensuring all projects are compliant with guidelines and that the projects go live with no defects. • Upload and management of test cases in ALM• Key user training• Security and master data SPOC

Bracknell, Berkshire, Gb

• Writing, debugging and running automated test scripts within UFT to Identify problems with the system (in regards to roll ups or CRs) and reporting or escalating these before they have any impact to the business. • Testing in several sprints, according to Agile methodology - therefore working closely with other teams on the project, (i.e. developers, Wintel who provide environment support and other test teams such as Performance test and Operational Acceptance test etc.) • Raising, reviewing, managing and retesting functional defects in TFS• Attending regular stand ups and proactively working together on issues.• Functional testing of both new and existing core functionality• Peer reviews of team members’ coding• Uploading and management of test evidence using the project configuration management tool (TFS)• Liaising with Development and environment support team • Management of security roles and user profiles on the application for the test team.

Boadilla Del Monte, Madrid, Es