Business Process MappingTechnical DocumentationProcess Improvements

As the UK IT Manager, I was responsible for all aspects of the IT services within the UK. Including managing the IT projects to meet the business' needs.Managing three internal IT staff and all external IT support partners, I oversaw the project management, implementation, and BAU support of the business' IT services.As the main point of contact for all IT services, I was able to develop and build strong working relationships with all levels of the business both in the UK and in other countries within the Gi Group. This role was extremely varied, with a customer base that spanned over 70 locations and 450 users. During my time with the Group, I successfully project managed several large and small IT projects ranging from mobile solutions, companywide hardware & application rollouts and implementations, IT Training solutions and office relocations, opening & closures.Within the projects I was responsible for all elements of the IT delivery, including, business analysis and documentation of requirements, agreeing & documenting the scope of the projects, agreeing & managing timescales, agreeing and setting the IT budget, labour planning, system testing, highlighting, managing and resolving issues and final delivery of the project/solution. Working with all relevant parties throughout the projects to ensure they were delivered to agreed requirements, budgets & timescales. Projects were run using Waterfall or Agile frameworks depending on the project type.In addition, I introduced and maintained the SLAs and procedures for the day-to-day running of the department, ensuring our customers were supported efficiently and effectively using ITIL frameworks for incident & problem management, change and release management, IT asset management and back up policies.Managing costs and maintaining value for money from all our IT suppliers was key. I was responsible for reviewing & negotiating all IT purchasing and running costs, managing a yearly budget of over £2.5m.

Main Accountabilities:Managing a team of 8 people supporting Manpower’s front and back office systems, supporting approximately 1200 usersMonitoring incoming calls ensuring, wherever possible, a prompt resolutionUser account management for all Manpower applicationsSystem testing for all major and minor releasesResponsible for co-ordinating and performing any upgrades or configuration changes to the front and back office systemsEscalation of issues to development, ensuring they are followed through to resolutionResponsible for implementing and maintaining Sarbanes Oxley controls for Application Support, including testing, release management, change control, systems access & management control proceduresKey Achievements:Building the team from 3 members of staff to 8, ensuring we had a wider spread of knowledge across the departmentReducing the outstanding call list to less than 100 outstanding calls on a monthly basisThe contribution made by the team ensured that Manpower successfully passed their first Sarbanes Oxley audit in January 2005

Main Accountabilities:Promoting the IT Training team to all areas of the businessWorking with all areas of the business to develop and implement IT training courses to meet business needsManage the IT Trainers & IT Training Administrator to ensure all delegates are fully briefed and any IT Training course is delivered to the highest standardWork with the business to find the most appropriate method of training for an IT Solution, taking into account the audience, the IT solution being trained and the cost implicationsCollate and maintain delegate feedback on courses, using the information to produce monthly statistics on the total number of people trained, IT solutions being trained and the level of satisfaction gained from the trainingWork with the Central Training to deliver courses with duel contentManage the IT Training cost centre to ensure costs stay within the agreed budgetPromote and encourage the business to use on-line training and self study where appropriateKey Achievements:Establishing an IT Training strategy for Manpower UK LtdWith the IT Training team working towards to the CTP qualificationEstablishing a pilot for the ECDL qualification for the business, promoting self-study and Manpower’s E-Learning ethic

Main Accountabilities:Writing specifications of new work to be carried out on the systemTesting fixes, upgrades and new releases of the systemDeveloping and writing a full testing script for the systemContribution to the development of computer based training to complement the systemCommunication to the business about the new system being implemented through regional launch presentationsDeveloping and writing full implementation documentationCo-ordinating and scheduling 111 sites for the roll out of the system, including arranging training and implementers, implementing a minimum of 6 sites per weekUpdating senior management on the status of the rolloutHighlighting and minimising risks that may occur during the rolloutLiaising with the sites after implementation to gain feedback on the success of the processCollating all documentation from the implementers on sites completedKey Achievements:Met the deadline for completing the implementation of the system

To ensure the highest quality of service to clients and staff through a thorough understanding of their requirements.Maintain existing clients and develop new business, increasing sales and gross profit levels through development and implementation of an agreed sales and marketing programmeMaintain and develop client relationships through a planned programme of service visitsEnsure an available and adequate pool of staff with appropriate skills through the implementation of recruitment, retention and training plansManage and maintain relationships with existing staff on a day to day basis, matching them to assignments appropriately, briefing them correctly, monitoring their performance and ensuring that all administrative procedures are completed accuratelyAdvise and counsel staff where necessary on a variety of matters