Responsible for the assessment, design, co-ordination and successful implementation of new/amended services and releases. Ensuring successful implementation into the live environment and redundant services are retired without business disruption.• Accountable for the successful design, introduction and transition of new or amended service lines into the live environment • Responsible for the successful delivery of Heineken UKs Release program into production for stated platforms (e.g SAP)• Collaborates with Business Stakeholders to ensure robust Service Account Management is in place across all IT Services and manages business expectations against stated organisational performance criteria• Acts as the service lead on major contract negotiations / new service acquisitions ensuring the Service Definition and Service Schedule are fully developed in line with business needs and ensures all stakeholders are fully briefed on the service definition• Responsible for co-ordinating and managing demand and capacity of the Service function to meet the needs of the Portfolio & Service Roadmaps• Responsible for review and sign off of all Service Acceptance of project changes into the live environment• Develops and owns the implementation strategy for every deployment ensuring adherence to the relevant change and configuration management policies and standards• Represents Service in Portfolio governance forums such as PPM Scheduling, Resourcing, Roadmap• Develops and owns the Cutover Plan for services • Govern the implementation process and the execution of services from service providers

Providing implementation management capabilities to the Retail portfolio for smooth transition of projects into production. Facilitated by leveraging Service expertise into the project lifecycle measured against, amongst others, Service Acceptance Criteria. This ensures all Service teams are adequately provisioned for in the design and delivery of projects in all BAU operations of a given solution. Working on multiple projects, including some cross-portfolio in Infrastructure and SAP, with key accountabilities in: • Review of project deliverable documentation according to the Unified Process delivery method, including, but not limited to: Functional/Non-functional Requirements, Mandates, Project Initiation Documents, High Level and Detailed Designs and Test Plans (Operational testing)• Creating SI deliverables including, but not limited to (depending on project complexity): Service Impact Statements, Business Service Statements, Service Definition Documents, Service Support Models and Warranty Agreements.• Monitoring Service risks and working to resolve with best outcomes for Project and Service teams• Closely monitoring and reporting on projects during early life support and ensuring all exit criteria are met for ultimate BAU support

Working in a large team to as help desk support to all Pharmacy stores in the Boots estate. I also worked in the in an intensive care team dedicating skills and focus to a particularly challenging subset of troubled stores. Particular skills and behaviors exhibited:• Technical knowledge of Store equipment and operational knowledge of store processes• Putting Service first and understanding the impact to store colleagues and business in assigning severity to incident management• Ability to clearly describe steps to resolution, for any level of technical competency to achieve swift resolution

I was one of a small team of three working in the Subject Access Request department. As our team grew I was involved with training new associates. My role was hinged on meticulous care with customer’s data and handling all requests compliantly in accordance with the Data Protection Act 1998. My key responsibilities were:• Sourcing customer data from across all databases/systems and clearly compiling it• Adhering to company and industry guidelines with regards to data handling and compliance• Reaching daily targets while maintaining outstanding quality• Understanding customer’s true needs and resolving these efficiently through clear communication • Closely coordinating with the team as we grew and processes were changed• Being aware of market issues, fraud and money laundering to stay flexible with the impact this may have on day-to-day tasks and processing

The Beat is a prime time show from 18:00-22:00 every Saturday and is the East Midland’s official BBC Introducing show hosted by Dean Jackson & The Supreme Team. Each week guests are featured on the programme (recent examples: Hurts and Katy B) and the show also reports and broadcasts live from festivals. I served as an assistant every week and ‘roaming’ reporter on site at festivals; further responsibilities and/or experience included: • Handling calls to and from listeners for content of or reactions to shows• Editing content for play on Air using specialist software• Research for interviews, features and music material• Partaking in on Air features, content and conversation