Bridget Irvine Email & Phone Number

Poole, Dorset, Gb

Heading up Service Management at the Royal National Lifeboat Institution.

Copenhagen, Dk

- Managed team of 52 process managers, analysts, programme/project managers, ITSM tools service owners (50:50 split UK and offshored third party)- Led integration of multiple business unit teams to standard ITIL processes, covering MGIS provision of infrastructure (data centre, networks), applications and client services to Maersk Group- Introduced Process Maturity Model, assessment and service improvement plans (Axelos ITIL Maturity Model), tracked and delivered as element of MGIS leadership/company scorecard- Input to RFPs and contract negotiations with third party vendors on ITSM sections/clauses - applications, client services, data centre, networks- Managed supplier ITSM reviews, by process and consolidated by service- Chaired Customer Reviews (Group Business Units)- Service Design: SLA matrix, Service Catalogue, Service Level management reviews- Service Transition: TAB, CAB, eCAB set up and management. Config/CMDB project initiated and under delivery. Implemented Change/Release Calendar, Early Life Support. Initiated Release Management project- Service Operation: Developed Major Incident, Incident and Request, Problem Management- CSI: Extended scope of CSI projects, tracked and reported to meet Group requirements- Sponsored Remedy technical upgrade, and subsequent move to ServiceNow.- Led Programme Manager/team introducing application monitoring suite (Riverbed)

Copenhagen, Dk

Set up and led globally distributed SM team, processes and strategy for future process adoption- Created reporting capability and developed reports for process KPIs - strategic, operational, tactical- Led teams to introduce Change Management, Service Level Management, Service Catalogue- Developed/refined Major Incident, Incident and Request processes- Introduced Process Owner concept and recruited managers and analyst teams (UK and offshore) - 50 people team 50:50 UK/offshore third party vendor- Managed outsourcing of SM team to offshore (India) vendor, including redundancy management. Maintained service levels during transition

Copenhagen, Dk

- Closed out final stages of User Improvement Programme, including creation of Knowledge Database, implementation of Major Incident Management process, finalisation of Change Management, Service Catalogue definition and SLA introduction- Started building ITSM awareness through stakeholder meetings and developed ITSM roadmap

Copenhagen, Dk

Lead to introduce Major Incident Management process and operations, including team recruitment, and operational management

Interim consultancy support for partnership offering leadership, team and personal development through coaching and facilitation. Identifying and consolidating products and customer base and advising on further tool development for corporate use

Bournemouth, Dorset, Gb

MSc in Management (with Human Resources) - Distinction - Distinction Masters Dissertation - 'What influences Senior Executives to choose and retain their roles?'Marketing, Managing People, Human Resource Practice and Theory, Employment Law, Statistics, CIPD Managing Financial Information, CIPD Managing Information and Statistics

Copenhagen, Dk

Functional management of all offshored IT support teams (India and Philippines)Developed business cases to migrate IT support activities from global locations to in-house offshore teams

Copenhagen, Dk

Project Management for PONL Global Service Centres (India and China) covering all integration requirements, people and processes, following takeover of P&O Nedlloyd by Maersk Sealand

Managed team of Directors' Secretaries, admin and reception staff. Office services and event management (ship naming ceremonies)

Msc (Distinction), Management (With Human Resources)

Predictive Index

Itil

P3O Practitioner