I am currently working for the Central Eastern Commissioning Support Unit, ICT Business Services as a Business Relationship Manager. The CSU has the remit since April 2013 to become a more commercial enterprise supplying NHS CCG's; GP's and NHS Trusts with ICT services. My role is to manage customers IT demands and assist the CECSU in putting commercial processes in place.....

I left Mundipharma in Cambridge to get married and move to London where I decided to take some time off.

During 2011 the IT department was extracted from Napp Pharmaceuticals, merged with IT departments in Germany and Switzerland and became an independent IT Services company, Mundipharma IT Services Ltd. As part of this change I moved to become a Business Relationship Manager. My role was to build relationships with my customers, our independent offices across Europe, helping them to manage IT demand and drive down the cost of IT for the business. Job Role:• Management of Customer Accounts in the UK; Ireland, Italy and Cyprus• Managing customer IT budgets from £100K to £8million• Act as a liaison between Mundipharma IT and the customer, troubleshooting where necessary.• Managing customer IT demand, shaping services, and supporting business growth.• Sitting on project boards to ensure project success, from inception, through to vendor selection and completion.o The project I was most involved with recently was the implementation of a Learning and Content Management system for the European side of the business, to include e-Learning.• Creation of account plans, reviewing progress against planIdentification of customer requirements, helping them to prioritise and budget

Job Role:• Responsible for the IT training function at Napp, comprising 1000 users in the UK, head office and sales force, plus 2000 users in Europe.• Nominated for an award at the Learning Awards 2012 for Internal Training Project of the Year. Project Work:• A large part of my role was working with the Project Management team to implement new software systems for the business. In the past couple of years this has included:o Demand Planning software for Supply Chaino IT Service Management for ITo ITIL Foundation for the companyo SharePoint o Project Managed software rollout for European officeso Project managed and implemented an eLearning system for the businesso Created and delivered full orientation package for a large software rollout in 13 countries. 99% satisfaction feedbacko Instituted a SuperUser school for our European offices to train people in IT support providing a vital link between the local business and the IT Support team in the UK. On the basis of its success our US office asked for the methodology.o Managed trainers both internal and externalTraining Approach:• Design of training courses included bite size sessions; tailoring sessions to departmental needs; a hands-on, individial approach, rather than a ‘one size fits all’ approach. It was the IT Academy that I ran that has been nominated for the Learning Awards.• Acted as consultant within the business for smaller IT projects, helping other departments to plan their training courses, complete with eLearning.• I was part of the Strategy team for IT.• Researched and implemented SFIA o In 2011 I was invited by the BCS to consult on the new version of SFIA• Created and delivered an IT Induction programme, including an eLearning package for 13 countries across Europe • Presented to groups up to 800 persons• Implemented BCS group membership for IT• Introduced the ECDL qualification for the business, registering Napp as an ECDL Approved centre

Training and Customer Relationship Manager on external client sites for Computacenter: This role was obtained from the reputation I had built up whilst working for Compaq.• Shell OilThis role involved working alongside the client to implement changes to their IT system, upgrading users to new operating system and version of Office. Our main goal was to achieve customer satisfaction and reduce resistance to change. Conducted Train the Trainer sessions on site to enable Shell staff to use Windows 2000 and how to then pass that on to users.• BP OilWorked at the BP offices helping to ensure the smooth roll out of new IT equipment and upgrade of software.

I was approached by the Product Manager for Compaq laptops to provide pre-sales marketing support and training to the Compaq sales team. My customers were the top 100 companies in the UK.• I personally presented Compaq products and services on a pre-sales basis to IT Directors and Board members of the Top 100 Corporate companies in the UK, such as Bank of Montreal; P&O Stena; Cadbury Schweppes; Kuwaiti Investment Office and others. In addition I presented to the IT Department of the House of Lords and the Scottish Office in Edinburgh. o We were so successful that we reached our target one year ahead of schedule.• I supported Compaq customers by training resellers in their products and services. I provided telephone support to resellers and presentations to their clients to promote Compaq products. • I supported Microsoft for 4 months as a presenter at a combined Compaq / Microsoft road show. Each year we also supported the Small Business Bureau conferences as well as working at all major IT exhibitions on behalf of Compaq and Microsoft

• I managed a team of 17 customer facing marketing and demonstration specialists. At certain times of the year this number would go up to 70 for a few months. This involved training them in IT products, both hardware and software for the IT retail environment for clients such as IBM. Compaq, Hewlett Packard, Microsoft and Dorling Kindersley. I also taught time management and problem-solving skills. I provided detailed reporting and evaluation for client use.• I spent time with each individual on a one-to-one basis, developing their customer facing skills and making suggestions for improvement. Also held regular team meetings• My region was consistently commended for customer satisfaction