Gillian Adams Email & Phone Number

Belfast, Gb

Northern Ireland, United Kingdom

Belfast, Northern Ireland, United Kingdom

Belfast, Northern Ireland, United Kingdom

Belfast, Northern Ireland, United Kingdom

Belfast, United Kingdom

As Project and Service Transition Manager I act as the primary interface between the customer and CANCOM for all Service Transition activities. This includes working closely with CANCOM Technical Presales, Project and Operational teams through the project life cycle. From requirements gathering through implementation, service go live and early life support, I provide guidance, direction and set out transition requirements, to ensure seamless transition from project delivery into operational support.In addition to delivering customer requirements workshops, these projects typically involve working across a number of ITSM toolsets including ServiceNow, Connectwise, Jira, Hornbill, HEAT and Autotask.My key objectives are to:• Successfully onboard new Managed Service customers into Business-as-Usual support environments by understanding, planning and managing service changes efficiently and effectively• Identify and manage risks • Set correct expectations on the performance and use of new or changed services to ensure there are no surprises after transition• Ensure that service changes create the expected business value• Provide good-quality knowledge and information about services and service assetsSeveral projects that I have worked on, centred on ServiceNow, and for these projects my function is more Service Design than Transition. For these projects, I:• Work with the customer to understand their business requirements, and outcomes in relations to workflows via leading customer workshops and providing service process design documents.• Translate the customers business requirements into ServiceNow Stories, collating these into Sprints, managing timelines, testing and implementation.• Help customers to leverage the best value from their investment in ServiceNow.• Manage the engagement governance, timeline, scope, risk, change management, resourcing, reporting and financials.

Belfast, United Kingdom

This role is responsible for managing the delivery of support services, and managing the client relationship, across a variety of projects including resources, finances and reporting. It ensures team adherence to the Kainos Support Services ITIL aligned quality standards including ISO20000 and security standard ISO27001.

Belfast, United Kingdom

This role included:• Understanding contract responsibilities, translating these into customer requirements, and providing a Service Introduction Plan and agreement for customer sign-off, including Event Management and Patch Management.• Working from the agreed Introduction Plan; providing a list of required Standard Service requests; and Standard Changes.• Business Process Improvement to include mapping out process workflows, and working with the ServiceNow tooling team to ensure the system would provide clients with the required functionality to request services; report incidents; manage problems and implement changes.• Working with the Service Desk to ensure the required knowledge transfer and knowledge articles/knowledge management were in place to facilitate first line fix, for the majority of client calls• Providing information to the client for distribution to their staff in relation to the new service; and how to raise requests via the ServiceNow service catalogue. • Working with the Project Management Office (PMO) Team to ensure Service Acceptance criteria were met before transitioning new services into BAU support, and passing across to Service Delivery Management.

Belfast, United Kingdom

This role involved the planning, assignment and work supervision of the SAP Team in the areas of SAP ECC Finance, SRM, MM, IS-U New Connections and BI/BW, in relation to on-going support and projects. Occasional project work also included Security & Authorisations, SharePoint and StreamServe.This included working with the client to provide strategic planning of project work, and day to day maintenance and support of the relevant systems.This role required the ability to:• Plan, assign, and supervise the work of the onshore and offshore teams to meet project needs, priorities, and deadlines• Interface with functional unit process owners and users to identify, define, and document operational needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access • Obtain buy-in from business process owners and end-users on proposed new business processes or changes to existing ones• Create documentation to process change requests and represent these as required at internal and external CAB meetings• Follow ITIL Best Practice in relation to Incident, Change and Problem Management• Review required documentation required to fulfil Quality Management System standards in line with ISO compliance• Carry out regular meetings with team members in line with PMR process• Prepare and communicate regular project status reports with project stakeholders and business process owners• Review and evaluate project deliverables and timelines including contractor and team performance• Identify opportunities for improving business processes in partnership with SAP team and process owners and management through information systems• Maintain effective and cooperative working relationships with process owners, functional and technical teams and users• Establish effective working relationships with the Applications Team, Customers and internal stakeholders e.g. Networks, Infrastructure, Change, Problem and Incident Teams

Belfast, United Kingdom

In this role I was accountable for all aspects of Secure Financial Transaction Infrastructure® (SFTI®) service delivery including project and operational activities to an internal and external global customer base. The purpose of the role was to act as the main interface and escalation path for clients. The primary objective of the role was to ensure overall satisfaction and account relationship was maintained and continually improved.This role included working with multidisciplinary teams including Service Desk, End User technology, Incident, Major Incident, Problem, Change, Service Level Management and Technical Acceptance.My principal duties included:• End-to-end management of order lifecycle• Management of internal and external delivery teams .These included Data Centre Operations, Engineering, Telco Carriers, Field Engineers• Scheduling and chairing of conference calls between customer, engineering and third party vendors as required to fulfill customer orders• Detailed and accurate maintenance of records internally - PMTool, ServiceNow, RAAMs• Detailed reporting on SLA performance and exceptions • Management of risk to customer networks and services• Adherence to best practice guidelines including ITIL as well as internal IMAC processes and procedures• Updating core internal systems for tracking and billing processesKey Achievements:• Always met, if not exceeded, SLA (Service Level Agreement) Targets• Managed multiple simultaneous projects (60+) of varying complexity, across a global platform• Helped to implement a Knowledge Base database to improve information sharing across global team• Created strong relationships with internal and external stakeholders to consistently deliver exceptional customer service.• Ability to effectively translate customer requirements to the relevant internal teams and vice versa

Doggart Adams provided digital marketing service solutions to Government and Industry. The company helped dozens of businesses to realise their full potential with innovative design and communication. My principal duties included:• Sales and Marketing – including promoting Doggart Adams across Social Media Networks • Delivering Client Projects – designing a corporate magazine, coding a new website/ email templates through to filming and editing corporate films• Account Management – developing new relationships with potential clients and strengthening bonds with existing clients• Project Management – ensuring all tasks are delivered on time and on budget• General Administrative Tasks – including invoicing and credit controlFrom October 2004 to June 2006 I provided communications and transition consultancy services to the International Broadcasting Bureau/ Voice of America advising on the deployment of new technologies. My primary job responsibility was to ensure the smooth deployment of the VOA’s new digital television server system, acting as a communications liaison between vendor and client, facilitating transition by managing expectations.This position included directing numerous activities such as workflow analysis, change and transition initiatives, and management training. It also included communicating with and persuading all stakeholders – from Senior Agency Executives to the general workforce.

Virginia, Usa

Providing workflow analysis and transition for the Middle East Television and Radio Network (MTN) – a communications media initiative launched by the White House. The role included the provision of project team support, communications and training for approximately 50 people.This role also included radical workflow process re-engineering to ensure all aspects of the TV network ran smoothly. To achieve this I worked with all the Heads of Departments including HR, Branding & Promotion, TV Technical and Management.In addition to supporting the MTN initiative, I also provided Business Development Support by providing successful bid responses for new Federal Government and Commercial Solicitations.My principal duties included:• The overall coordination of setting the priorities for program management roadmap for production workflow management• Gathering information necessary from stakeholders for delivery of correct functionality• Analysis of solution options versus usability, costing and performance needs• Engaging in multiple initiatives simultaneously• To drive and challenge business units on their assumptions of how they will successfully execute their plans• Working with the team to continually improve and refine project management processes

Washington D.C. Metro Area

I managed a number of critical communication projects within a US Federal Agency -- Voice of America - as the organisation transitioned from analogue to digital technologies.YEAR 3: Project ManagerAfter successful completion of the training component of the IDAPS (Integrated Digital Audio Production System) project, I was promoted to Project Manager to implement the final archiving component of the project and close-out the project.My principal duties included:• Agreeing the outstanding tasks and contractual responsibilities• Chairing weekly customer/vendor meetings to review close out schedule• Providing weekly status reports to project team • Working with project team to deliver a new multi-million dollar media project connecting Washington D.C. with Middle East transmission and production sites• Providing training to Dalet clients including the US Senate, WLRN, ABC Radio Networks in Washington DC & New York and America Online (AOL Kids).YEARS 1 & 2: Project Manager of TrainingAs Project Manager for Training, I managed the planning, scheduling and execution of training initiatives for the Voice of America’s IDAPS project. The Voice of America encompassed more than 1500 people, from over fifty different language services; this necessitated the constant re-evaluation of the training delivery as every culture approached learning in a unique way.My principal duties included:• Requirements & Skills Analysis – undertaken for each language service to ascertain their current workflow; their learning culture and their end goals for using the new system• Modification of the training materials/ curriculum as required• Co-ordination of training schedule• Constant evaluation of training presented for content, delivery, materials and effectiveness• Bug reporting to development team• Providing workarounds where possible for issues discovered on the training platform• Providing additional support to ‘on-floor’ support team during transitions