Senior Change Manager | Onshore UK. Responsible for managing a large team of Change Managers / Analysts delivering top class services to the Capita customer base.Capita are a consulting, transformation and digital services business, delivering innovative solutions to transform and simplify the links between businesses and customers, governments and citizens.

I currently support multiple Service Management functions including Change and Problem Management. This senior role utilises my Change, Problem and Reporting experience to support utility, education and private sector Tier 1 contracts. Responsibilities and Experience:Change Management Duties: • Host Change Advisor Board meetings with Service Delivery Teams and Customer change boards• Manage change visibility & communications: Assist with the planning & communication of all… Show more I currently support multiple Service Management functions including Change and Problem Management. This senior role utilises my Change, Problem and Reporting experience to support utility, education and private sector Tier 1 contracts. Responsibilities and Experience:Change Management Duties: • Host Change Advisor Board meetings with Service Delivery Teams and Customer change boards• Manage change visibility & communications: Assist with the planning & communication of all implementations or upgrades via a shared Forward Schedule of Change (FSC) and change notifications • Risk and impact review and documentation validation to define and agree deployment schedules with stake holders to provide minimal disruptions to operations & service• Weekly reporting via appropriate dashboards, weekly/monthly internal and customer reports.• Schedule & lead post-implementation reviews to improve processes• Service Request management and reporting against SLA.• Train Service Delivery Teams on policy and process best practise and responsibilities.Problem Management Duties: • Analysis and reporting of incident trend data to identify and eliminate root causes• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IS infrastructure.• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organisation and manage issues through to resolution.• Diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.• Facilitating and coordinating technical meetings.• Leading and facilitating post mortem investigations into high impact faults.• Managing root cause analysis between technical teams.• Initiating actions to fix interruptions to service caused by errors/faults in the IS infrastructure.• Production of statistics and reports to demonstrate performance of the Problem Management process. Show less

Monitoring Availability for Incident Management•Conducting breach analysis to review SLA failures and Service Credits •Identifying potential trends and escalating as appropriate•Escalating and reviewing potential failures with Incident Management•Providing ad-hoc reporting assistance to Incident, Problem, Availability, Service Transition, Change and Service Level ManagementPreparing Monthly External SLA Reports for Service Level Management/Client•Collecting… Show more Monitoring Availability for Incident Management•Conducting breach analysis to review SLA failures and Service Credits •Identifying potential trends and escalating as appropriate•Escalating and reviewing potential failures with Incident Management•Providing ad-hoc reporting assistance to Incident, Problem, Availability, Service Transition, Change and Service Level ManagementPreparing Monthly External SLA Reports for Service Level Management/Client•Collecting and checking data to deliver accurate and detailed results in a timely manner•Professional presentation of data and associated documents in formats suitable for multiple client audiences•Effectively deal with customer and client queries on analysis of Service Performance.Development and Creation of New Reports and Reporting Tools•Continual improvement to maximise efficiency of information and minimise duplication•Provided support to manage updates and amendments to call management system, e.g. during Service Transition•Extensive utilisation of Excel, using my expert knowledge to create custom functions using VBA, complex formulae (E.g VLOOKUP, embedded IF Statements), creating Pivot Tables, Power Pivots, SMR Wizards, charts and macros using VBA to represent data meaningfully.•Created suitable reporting for the Bid Support Team and other Project Teams. •Developing Crystal Reports to generate the appropriate data.ITIL Foundation Level 3 Qualified Show less

- Selling Trade/Commercial Advertising space in printed and online media.- Managing a providing service to catalogue of over 200 customers.- Providing graphical design work to both customers and internal projects.- Helped managed the IT solutions in both Belfast / Lisburn Sites.My journey with Buy and Sell was really enjoyable from starting off taking classified ads to dealing with large corporate/agency advertising purchasers.My role also included the opportunity of… Show more - Selling Trade/Commercial Advertising space in printed and online media.- Managing a providing service to catalogue of over 200 customers.- Providing graphical design work to both customers and internal projects.- Helped managed the IT solutions in both Belfast / Lisburn Sites.My journey with Buy and Sell was really enjoyable from starting off taking classified ads to dealing with large corporate/agency advertising purchasers.My role also included the opportunity of being of working in large project such as the sponsorship of the 'Circuit of Ireland Rally.'This allowed me to create the digital multimedia CD pack and sell both exhibitor space and advertising space in the brochure/programme.SKILLS COVERED:- IT Support- 8 Yrs of High Pressured Sales Experience- Media Sales / News Paper Sales Department Experience- Private and Commercial Customer Telephone and Face to Face Sales Show less