Jen Proctor Email & Phone Number

Leeds, United Kingdom

Accountable for the delivery of Application Support & Service Transition for all Group Services, through both Managed Service contracts and internal Support Teams, including line management of a team Service Delivery Managers & Service Transition Managers.• Accountable for the creation of the Vision and Strategic direction of the Group Service Delivery department• Accountable for the availability, stability and support of all Group based services, through internal resources and outsourced partners• Accountable for the set up and migration of support for Cloud (AWS) services• Accountable for the creation and management Service Delivery Budget (Opex and Capex) of more than £5m• Accountable for the Service Transition of Group Projects into ELS and BAU including set up of DevOps models with delivery partners• Accountable for End User Computing within the Leeds Head Office• Line Management responsibilities and continuous development of Service Delivery Team based in Poland, Romania & UK• Works closely with the Commercial Team in agreeing support contracts with suppliers• Owner of Service Delivery Risk Register and responsible for risk discovery and management sessions

Leeds, United Kingdom

Accountable for the performance of several Core IT Services provided to the Business users including Sales, Digital and Data Warehouse services. Responsible for end-to-end delivery of services, including managing Major Incidents, Incident escalations, Problem Management, Continual Service Improvement and Service Transition activities. Service Delivery• Responsible for leading Service Reviews with the Business users monthly• Responsible for ensuring Service Providers are delivering to and beyond contractual Service Levels• Responsible for driving Continual Service Improvement Plans where performance is below expectations• Managed Service Introduction of a new key Credit Risk Service, as well as managing Service Transition for existing Services• Responsible for working with new supplier partners to implement a new Systems Integration Managed Services contract• Works closely with business teams in Europe and Mexico and offshore suppliersService Transition• Accountable for the Service Transition Process, ensuring Service Transition is embedded within Project Management• Responsible for ensuring Service Transition deliverables are delivered on time and of quality, including input into Non-Functional Requirements, Support Design, Operations Guides, Early Life Support Approach and Acceptance into Service Criteria• Responsible for Service Transition Reporting monthly to key stakeholders

Leicester, United Kingdom

Accountable for the implementation of ITIL Service Management processes to ensure successful delivery of an Infrastructure outsourcing project. Furthermore, completed overhaul of supplier management within the IS department including but not limited to contract renegotiations, consolidation of contracts, service reviews and commercial reviews.Service Management• Accountable for the successful delivery and management of the Change, Problem and Configuration Management processes and service management tool• Responsible for the continual improvement of all IT Service Management processes and functions, including setting, maintaining and reporting on key performance indicators• Responsible for integration of Remploy and 3rd Party Service Management Processes• Escalation point for service issues for the business and suppliersSupplier Management• Accountable for all IT supplier performance, ensuring successful delivery of products and services within contract, through management of SLA’s, regular service reviews and strong relationships built with suppliers• Responsible for ensuring all new IS contracts are fit for purpose with regards to supplier management and service delivery• Responsible for operational reviews and key attendee at strategic reviews with customers• Responsible for Service improvement initiatives through business partnering and ‘Get Well’ programs with suppliers• Responsible for the production of meaningful and timely management information for distribution to key business stakeholders Commercial Management• Management of contract renewals and negotiations with a continual drive towards reduction in costs• Accountable for the management of a 2.5 million budget within the IT department for supplier contracts• Working closely with central service finance and legal teams with regards to spend, budgets and contracts

London, United Kingdom

Change, Configuration & Asset manager for a high availability service in the financial services sector.• Accountable for the Change, Configuration and Asset management processes in an environment governed by the FSA • Management of approximately 300 change requests per month across multiple environments• Responsible for validation of RFC’s (Request For Change) to enable accurate technical assessment and updates to the CMDB (Configuration Management Database)• Engaged with the business to understand future change and release requirements and maintained on-going relationships• Acted as liaison between technical and non-technical teams • Developed and delivered presentation material on the importance and criticality of the processes• Responsible for maintaining the integrity of the CMDB • Implemented regular audits to ensure integrity of data within the CMDB through reporting and engagement of technical teams• Responsible for communication of all changes to customers, in order to reduce calls to the Service Desk• KPI consistently met for 95% of all changes successfully implemented first time leading to fewer incidents

Leeds, United Kingdom

Change Manager for the NHS Connecting for Health project, the largest IT project in Europe. • Accountable for the Change Management process on a contract worth in excess of £500m• Validation of RFC’s to minimise risk and impact to the Live environment• Responsible for the implementation of a new Change Management Tool• Chair of CAB (Change Advisory Board)• BT representative on NHS CAB’s• Responsible for managing and scheduling a high volume of releases to multiple environments• Responsible for conducting post implementation reviews• Management of emergency change requests into the Live environment• Responsible for continuous improvement of Change Management process and procedures• Responsible for creation of monthly reports for both internal and external stakeholders

Master'S Degree, Management Practice, Distinction

Ba (Hons), Business Studies

Education record

Education record