Jane Adams Email & Phone Number

United Kingdom

Bristol, United Kingdom

I was responsible for the management of client relationships for all IT services provided by the AXA Tech Friends division to Friends Life during a complex 2 year IT separation and migration of services, as a result of a Friends Provident acquisition of AXA Life. I managed and reported on the relationship, SLAs/KPIs performance and chaired the monthly Service Review Board. I also held operating relationships with Friends third parties (Capita, Diligenta and Steria). I undertook the role as Lead Service Management consultant on the IT migration project , influencing and shaping service delivery and design, ensuring alignment and best fit of processes to meet the needs of AXA contractual obligations. I worked very closely with the client's delivery partners (IBM, TCS, Diligenta, Capita and Steria) to achieve this.During this time I earned promotion to Senior Service Delivery and was asked to developed and manage a new relationship with Capita supporting a Hosting service provision.Key Achievements:- Successfully delivered service during a 2year complex IT separation and system migration to a client’s multi-vendor support organisation and TUPE. Achieving all SLA targets/overall availability (99.8%), no financial penalties and no client senior management escalations in 2 consecutive years.-Authored and implemented a comprehensive Service Support Agreement for the new Hosted Service offering. Interpreted requirements, negotiated service arrangements and SLAs, engaged key stakeholders and managed the relationship.I was a member of the AXA Tech Friends Management team supporting the generation of £29 million revenue.Areas Covered: SLA management, Business Relationship Management, Vendor Management, Contract Management, Incident, Problem, Change, Risk and Audit, IT Service Continuity & DR, Capacity, Service Governance, Team Leadership

Bristol & Ipswich

Working as the Infrastructure Service Delivery Manager, in partnership with an off shore Application organisation, delivering a tri-party service to internal AXA companies. Responsible for the management of client relationships and the successfully delivery of services to the business, ensuring SLA’s and OLA’s were met and customer satisfaction achieved. Supported the generation of £1.2 million revenue.Responsibilities-Responsible for the developing and monitoring of the relationships to improve the services delivered to the business and its customers whilst driving down costs-Act as the ITIL Service Management consultant to implement and deliver ITIL best practices, thus ensuring existing ITIL processes and functions were adopted by the business and local IT support-Contact point for all operational issues and escalations, ensuring all resolved appropriately-Identifying service improvement initiatives and initiating service improvement plans -Reviewer of new implementations to ensure fit for purpose and costed.-Acted as the focal point for Service Desk improvements to support the business AchievedAfter a number of service complaints related to Citrix and slow response times, set up a working party with membership from the business and technical teams. Developed an action plan and instituted regular operational reviews with the client to show progress on improvements but also to manage expectations that their old infrastructure was also a main contributor to the issue. This resulted in contributing to leveraging the client to move onto the standardised infrastructure, equipment and support model.At the same time I was also responsible facilitating a programme for improving focus on service ownership and costs management within technical teams.

Bristol And Zurich

Accountable for the IT Major Incident Management and Problem function for AXA's Mid-European Service Delivery Region, covering all AXA entities in the UK, Switzerland, Central & Eastern Europe and AXA Bank Europe.Responsibilities included:-Managing MIM and Problem teams of 11 analysts in UK and Switzerland-Responsible for delivery and reporting of availability across core services and systems.-The management of major incidents 24x7-Leading root cause investigation-Held the operational relationship with the client for MIM and Problem-Providing direction on service design for new projects

Bristol & India

I was responsible for three supplier relationships and day to day operations.1. A major strategic vendor delivering desktop hardware, Service Desk, Service Request team and Field Engineers2. Printer hardware supplier3. An AXA Tech India service provision My role included:-Managing and report on the relationships / SLA performance with vendors and clients-Ensure Vendor contractual obligations were understood by all, recommending remedies to add non-compliance and that Vendors had service improvement plans in place.-Challenging costs-Customer Satisfaction -Service escalations-Lead user forums to understand day to day performance of the contracts-Contribute to benchmarking of external service providersDuring my time the Service Desk and Service Request functions were off shored to India. I played a pivotal role in acting as the Service design lead giving direction on ITIL Service Management, the relationship and business knowledge to the project, working very closely with the vendor's account team and the client. Worked for extended periods of time in India during and after the successful migration of service and the subsequent change in Service Management toolset. With my background in Incident Management and the Service Desk, I became the process owner for Incident Management and represented the UK on an AXA Way programme (Six Sigma) to align and standardise ITIL process across the global AXA organisation.

Bristol, United Kingdom

Working in a team of 8 delivering Major Incident Management and Problem Management to AXA entities in the UK. Designed and implemented a revised Problem process, resulting in a standard and consistent delivery of the process across a shared service organisation. Acting as the Major Incident Manager responded to the challenges of managing the impact of the Slammer Virus. Secured the UK perimeter and re-patched a large server estate.

Bristol, United Kingdom

Promoted and set up a new Major Incident Management function, recruited and trained a team of 5, providing a 24x7 service in a highly pressurised outsourcing datacentre, servicing many GE clients and sectors across the globe.Designed and implemented a Major Incident Management Process, including the introduction of Daily Service Review meetings and KPIs for performance measurement of the new service.

Bristol, United Kingdom

Providing local and remote Data/Telecomms support and implementation of distributed networks and Telecomms PABX switches across the globe supporting various sectors.