Debbie Chapman Email and Phone Number

Responsible for the delivery of Retail and Corporate programs of work.

Responsible for the delivery of Santander's Corporate Transformation and System Plan deliveries.

Responsible for the delivery of the Retail System and Quality plan initiatives.

- IT Project Manager for the Authorisation and Fraud Integration Programme of Work.- IT Project Manager for Falcon Contact Technology (Merging of Fraud and IVR applications)

Recently delivered IT projects include the following:- Outsourced IT workstream to China (Hangzhou, China)- Introduction of an automated reconcilation solution (Leeds, UK)- Deployment of Falcon real time solution for Fraud department (Leeds, UK)- Migrated Authorisation front-end solution (Leeds, UK)- Launching new Clients (Leeds, UK)- Analysed and deployed strategy enhancements for authorisations (Leeds, UK)- MasterCard compliance upgrades (Leeds, UK)- Yield program of work including fees (Leeds, UK)Additionally completed 3 month Vision PLus Training course (Singapore)

My role involved managing the Business Support team to minimise service disruption, optimising system availability, communicate to key stakeholders and ensure service levels were achieved. The team works in both a reactive and pro-active capacity. Reactively the focus is to restore service following severe failures and the management of escalating processes on a daily basis. Proactively we work to prevent the re-occurrence of high severity problems, reducing downtime, eliminating known errors, analysing historical data and co-ordinating service improvement projects with the RCA team. Additional task within my role:. Working with Halfords (key client) to drive down on-going terminal issues.. Managing a 2 million pound cost centre.. Greenbelt (Six Sigma) certified. Managing a number of key third parties

My first six-month rotation as IT trainee was initiated within the Problem Management Team. This was my first exposure to Service Management, and I immediately enjoyed the challenge of problem solving and working with large amounts of data.

As an IT Intern my role involved the management of a £25 million pound outsourcing relationship between GE Capital and Acxiom Ltd. After the initial contract arrangement had been agreed the supervision of the third party relationship continued through the completion of various projects:·Migration Project- Worked with the GCFUK and the Acxiom Team to ensure a smooth transition of the IT infrastructure from GCFUK (Kingswood) to Acxiom (Sunderland). I was responsible for liasing with internal and external customers to meet both IT and Business requirements. ·Decommissioning Project- Assisted in the management of the decommissioning of 4 servers within Kingswood that had previously stored GCFUK’s customer data. Within this project I produced a Go-Live document clarifying changes to security, infrastructure and business processes based on the transition to a new IT platform.·Service Improvement Projects (post-implementation)-