Jo Herlihy Email & Phone Number

Nottingham, Gb

Nottingham, England, United Kingdom

 Change and improvement expertise, activity and programmes;  Target Operating and Maturity Models  Customer and people focus  Service design, development, planning and implementation Facilitating and coaching  Engagement communications strategy development and implementation Business and data analysis and customer insight  Programme & Portfolio Management  Systems, Lean and agile principles and approaches Impact: Customer-focused serviceDesign: Personalised, Relevant, TimelyEffective: Pace, Scalable, Impact

Business Change Manager - Business Accuracy Programme

Leading development of a new organisational approach to change (including maturity assessment)Advising/guiding specific change programmes within a mix of agile and other change typesSupporting and helping develop a change management community

Supporting and advising Apprenticeship Service Digital Services• Change and improvement expertise; Target Operating and Maturity Models • Customer and people focus • Service design, development, planning and implementation• Facilitating and coaching

Change management lead for a workstream area within a major transformational programme to create a new organisation, the Building Safety Regulator, being established as part of the response to the Grenfell Tower disaster. • Directed change management activities within the workstream - defining the scope, services, functional elements, capabilities and skills making up a target operating model (TOM) for a specific workstream. Simultaneously, working collaboratively with the central change team across all four workstreams to define a complete TOM for the new organisation. • Collaborative working with business and central services to ensure the outline TOM took account of the current state of any relevant existing services. Focused transformation effort on the design principles and objectives necessary to shape the new organisation and the desired culture, systems and new ways of working - for both the new organisation and for relevant parts of industry.

Nottingham, United Kingdom

• Head of a change, programme and project management business partnering service - providing an organisation-wide service, supporting the delivery of major change areas with a primary focus on supporting problem definition, developing approaches and planning for success;• Portfolio management, governance and Assurance - provision of an evolving PMO function, underpinned with principles and approaches of devolved leadership, collaborative decision-making, agility and responsiveness; aiding alignment with new strategic and business planning programmes; ensuring focus on the delivery of outcomes of the new corporate strategy; working within a complex environment; embedding assurance methods through leadership development;• Building and maintaining a Centre of Excellence supporting structured and effective Programme, Project and Change Management requiring both emergent and planned types of change within an evolving agile organisation through the provision of advice, tools and building multi-disciplinary teams..

Provided consultancy support for three types of major business change impacting on culture, skills and behaviours, structures, communications, processes & systems and performance.• Adult Social Care and Health and Children’s Services Project Evolution – Provided business change for a large-scale programme delivering new client management and other related systems, new ways of working, improved care plan decision-making, greater empowerment of professional staff, compliance and culture change. The result of this programme aligned with wider organisational aims seeking greater customer focus and effective use of staff resource. • Commercialisation – Business change consultancy supporting a major service department in their activity to move in a new direction towards commercial success and income generation. Interventions included leadership team workshop design on evaluation of gains and future challenges; coaching heads of service in approaches to team formation and challenges; supporting individual teams define their new purpose and goals, ensuring alignment with departmental strategic aims; reviewing ‘as is’ operations and consideration of ‘Future state’ design around structures and culture; market testing; business analysis; workforce planning. Also worked directly with service and HR business partners around new approaches to organisation-wide workforce development strategy. • Good to Great Culture Change Programme – OD consultancy providing advice, guidance and intervention support and training to achieve organisation-wide team change and progression towards a high-performance culture through a variety of interventions.

Nottingham

• Achieving organisational ambition for delivery of a new customer focused client management system enabling decision-making and resource allocation and future-proofed around customer self-service, health integration and service provider relationship. Influenced a new system implementation delivering customer self-service, finance and health integration. Worked with teams through consultation, collaboration, co-design and user testing, on analysis and change and improvement opportunities through streamlining and future-proofing, creation of user scenarios, user/customer needs, functional and process requirements achieved.

Nottingham, United Kingdom

Key focus: Staff-based research to inform future HR retention strategy• Researcher for EU funded business/academic partnership project supporting business growth. Based in a digital marketing company, undertook complete research piece on barriers to staff recruitment and retention including designing research schedule, conducting all interviews, compiling and analysing results. Produced report for the sponsoring Professor and presenting findings and recommendations to the company.

County Hall, West Bridgford, Nottingham

• Improvement, efficiency and integration within major efficiencies programme delivering £1m efficiencies within departments through first point resolution and self-service digital transformation and solutions; redesigned social care web pages. - Directed and coached a team of business partners in multi-channel service review projects using business process change and user testing methodologies and customer insight; Corporate Customer Champion for stakeholders at all levels; Defining and planning customer-facing elements of corporate transformation including service delivery options appraisal, modelling and negotiating priorities and risk management; - Managed rolling review of front-facing services delivered via 80 seat contact centre; risk management, solutions identification, high-quality communication and reporting to relevant boards, staff and other stakeholders;- Consultancy advice on Economic Development review and positioning of service.

• Operational management and review; Shared Service- Managed front of house, switchboard, complaints, consultation and insight;- Reviewed Customer Development functions with recommendations for organisational restructure;- Communications lead for 9 council ICT and Customer Service shared service project producing communications for the duration of the programme.

• Developing customer insight function and organisation wide capability to target use of limited resources.- Corporate lead for development of customer insight and business intelligence consultancy; Design and delivery of a programme of customer insight projects; Developed expertise in business problem definition, method of approach, and training to support use of self-service toolkit and segmentation software;- Achieved cultural shift towards customer focus by pioneering organisational use of data and information from a variety of sources across diverse areas of business; Shared learning through events and forums in role as Chair of national insight network and through active participation in local, regional and national communities of practice and working groups.

• Development and delivery of 'modernising' government programme and projects- Research, development, programme and project management of suite of initiatives. Negotiated timescales and reported progress against central government targets to Assistant Chief Executive, Head of IT and Portfolio holder. • Implemented operational changes modernising government services and securing grants of £400k.- Project management across project life-cycle - cost/benefit analysis, options appraisal, business case, requirements specification, risk assessment. Coordination of a diverse range of modernisation and digital projects and working with multi-disciplinary and partnership teams; budget planning, commission and supplier relationship management for value for money solutions; communication and liaison – Cabinet Office, LGA, IDeA, Government Departments.

Master'S Degree, Research Methods

Postgraduate Certificate, Partnership And Change

Approaches to developing partnership working with staff

Diploma, Institute Of Administrative Management