Claire Barlow Email and Phone Number

Service Manager with responsibility for Change Management, Service Transition, Asset and Configuration Management, Release and Deployment Management processes across the lifecycle. Joined Manchester City Council during a major change programme to which this role plays a key part and implementing a rapid change process as Change Manager and new service transition procedures and key to assisting in recruitment and roll out of the new TOM.

Second Assignment:As Infrastructure Team Manager to drive rapid improvements, stability and improve customer perception. Key responsibilities include:• Improve service delivery across Server and Desktop Teams• Service Management activities including major incident, change, problem, service level management, service reporting• Responsible for effecting change and improving customer perception• Resource planning and management across the team to utilise skills and ensuring service delivery• Support and drive implementation of ITIL processes• Managing small / medium projects and liaising with Transformation Project Team• Managing continual service improvement activities to drive operational improvement or enhance the customer experience• Assisting the Transformation Programme ensuring delivery of key activities within the programmeFirst Assignment:Seconded to the Transformation Programme, to develop the Service Management Tool and ITIL Processes.Key responsibilities included:• Develop “As Is” to “To Be” single integrated Service Management Tool for the Bolton & Wigan Partners and 3rd Party Suppliers, delivered on time within project timescales.• Managing and coordinating service requirements across all support teams, build into the design and transition to the live environment• Configuration and delivery of SLA and KPI management and reporting• Collation and configuration of OLAs with partner resolver groups and third party suppliers• Delivery of training and materials to internal staff and third parties• Develop service management processes and supporting documentation

Key responsibilities include:Continual Service Improvement Programme to drive operational improvement and change and/or to enhance the customer experienceService Delivery activities including service level management, service reporting and operational management.Internal and external communicationsEvent management including workshops and communications events attended by customers and partners including Microsoft EducationDevelopment and monitoring of the Stakeholder Management ProcessSupplier relationship management to maximize business and customer benefitsKnowledge Management for remote Service DeskDrive value for money and strategic vision for St Helens Schools through effective Account and Supplier Management

Manager for the highly successful SIMS Local Authority Support Team to St Helens Schools and the LA, providing quality application and technical support for the full suite of Capita SIMS products including the installation, configuration and maintenance of the schools infrastrucure and SQL environment. Supplier and stakeholder management to maintain strong relationships and collaborative working.Driving new strategies and technologies and providing training portfolio to support development.Vice chair of SNUG (SIMS Northern User Group)

Leadership and management of the service operation, assuring service delivery and service level commitments through the effective utilisation of resources and proactive customer focused activity and ensuring a coordinated service was maintained.Deliver operational performance to agreed KPI’sEnsure services are being delivered in line with Service Level Agreements.Monitoring and improving customer satisfactionAccount and stakeholder managementManage P&L and liaise with Finance Director to ensure accurate forecasts of anticipated business to meet client expectationsSLA reporting to Group Director and LA Contracts ManagerDevelopment of Business Continuity Plans for the business

Performed analysis, development and maintenance of new and existing computer systems across various platforms using LotusScript and Domino Designer for use in house at the local authority.

Part of a dedicated support team for providing MIS support for schools brought to attention of the Service Desk. Due to the success of the team, the contract was outsourced externally to Enterprise PLC to extend the nature of the contract from admin network only to whole school ICT support contract.