Frances Wiltshire Email and Phone Number

Managing multiple teams of Report Developers and Service Level Managers (40 plus) who are responsible for providing internal and external reports & reporting solutions to Enterprise Managed Services (EMS) teams & customers.Managing a Team of Service Level Managers (10 FTE) responsible for improving and maintaining Service Level Agreements (SLA) to our clients.Providing reporting and insight services to the Senior Management Teams on how their areas are performing, whilst identifying improvement opportunities to the overall effectiveness of EMS.Developing and maintaining a future proof reporting solution housing EMS data.Providing a best in class suite of reports for our customers and business needs by the creation of EMS reporting centre of excellence.Driving automation and cost efficiencies via our reporting solutions and services.Developing and maintaining a proactive Service Level Management function, which engages up the bid lifecycle and fully controls standard EMS SLAs.Driving a culture of Continuous Improvement through EMS, which is reflective within the EMS scorecard.

Managing a Team of Report Development Analysts who are responsible for providing Internal and external reporting for the Managed Service division.Managing a team of Business Improvement Analysts responsible for improving and maintaining service to our customers.Working with the business to improve efficiency whilst reducing waste within processes.Leading business wide Improvement programmesOversee Service Improvement activities across the business units to ensure successfully completion to agreed target datesMentoring Project Leads through Improvement projects using 6 Sigma as a framework.Identifying and establishing Training plans to ensure successful completion of improvement activities across the business.

Managing a Team of Report Development Analysts who are responsible for providing Internal and external reporting for the Managed Service division.Managing a team of Business Improvement Analysts responsible for improving and maintaining service to our customers.Working with the business to improve efficiency whilst reducing waste within processes.Leading business wide Improvement programmesOversee Service Improvement activities across the business units to ensure successfully completion to agreed target datesMentoring Project Leads through Improvement projects using 6 Sigma as a frameworkIdentifying and establishing Training plans to ensure successful completion of improvement activities across the business.

Progressed from a Scheduler, to Southern Team Leader, to the Southern Resource Manager, progressing to the UK Engineering Resource Manager. Managing a team of 20 Schedulers who were responsible for scheduling the workload of 150 engineers across the UK. Ensuring the team followed the companies KPI’s, whilst maintaining the customer and businesses Service Level Agreements, working alongside all departments to ensure effective handling of incidents.Management and reporting of the companies SLA failures, assigning areas of failure and reporting/identifying trends to ensure improvement.