John Tushingham-Lacey Email & Phone Number

Swindon, Gb

London, England, United Kingdom

Leading implementation of business continuity strategy, policy, processes and systems including Continuity 2. Relationship management with contractors and business continuity specialist providers. Risk management for business continuity issues and risk reporting to risk boardManaging resources to support projectsBusiness impact analysis for all teams and activities across the business circa 200Reviewing aligned processes to ensure matches with bc policy and plans

Swindon, England, United Kingdom

Swindon, England, United Kingdom

• Overall ownership of Business Resilience, Continuity and Risk within Hyperoptic• Risk assessment, management and reporting to ensure that financial, reputational and regulatory operational and strategic risks are mitigated and appropriate controls are in place. Including quarterly board review of principal risks. • Providing oversight review of internal policies and procedures for the company to ensure they are current, consistent and fit for purpose.• Monitoring progress and resolution of outstanding internal audit and operational risk action points on a regular basis• Challenging the business on its assessment of operational risks and controls up to C level• Implementation of business continuity policy and framework• Operational and enterprise risk oversight for Business Continuity Management.• Implementation of escalation management processes to manage damage claims and legal queries• Ownership and Negotiation for corporate insurances (EL, PL, Travel and Fleet). Onboarding insurers, claims and additional underwriting requests.• Crisis and incident management for Hyperoptic ensuring communication channels are open to all key stakeholders. This included preparing and managing the crisis team during the COVID 19 pandemic covering all aspects of the business.• Oversight and assurance of change management for IT and Network changes within the business ensuring operational and reputational risks are mitigated. • Managing lessons learned and service review meetings ensuring that actions are managed to conclusion • Performing business continuity tests to ensure that plans are up to date and fit for purpose

Londres, Reino Unido

• Management of the governance for the technical delivery quality management (TDQM) framework for T-systems UK.• Ongoing management of the framework ensuring compliance with ITIL and ISO requirements. • Redesign of the TDQM guides and tools to ensure clarity • Governance of projects to ensure a common understanding when defining, delivering, and handing over new services, or changes to existing services, into operational support. • Programme management of the Martini programme to improve the T-Systems demand process for ordering services by removing the reliance on excel spreadsheet and implementing an automated solution. • Presenting new ways of working both internally and externally to customers surrounding the new demand system.• Programme management of a major service improvement programme ensuring that we improve our services for a customer that was experiencing issues and preventing customer penalty clauses being imposed. • Ensuring that all documentation required for TDQM is submitted to time and quality.

Swindon, United Kingdom

• Management of the governance for the Business Process Offshoring programme for Customer Service and Operations.• Ongoing management of the Customer Service and Operations Sourcing Toolkit ensuring that the framework meets the controls within the overall Enterprise Risk Management Framework and FCA Critical and Important Outsourcing requirements.• Challenging transition managers to drive forward delivery and influence decision making to ensure alignment with the toolkit and programme deliverables and manage any changes to their day to day roles that are required. • Coaching of transition managers in risk management and project governance. • Ensuring that all documentation required for Sourcing Transition Steering Committee and Strategic Sourcing Board are submitted to time and quality. • Verifying that risk is managed according to the BPO end to end risk management process.• Creation of the BPO end to end benefits realisation process to ensure that the critical success factors for the programme are managed and tracked. • Redesign of the Sourcing Transition Toolkit to ensure that it was more concise and simple to use.

Swindon

• Implementation of the 3rd Party Management framework to all across the 5 Nationwide Group Divisions and ensuring that the framework meets the controls embedded within the Procurement Policy and the overall Enterprise Risk Management Framework.• Challenging vendor managers to drive forward delivery and influence decision making to ensure alignment with the Framework and manage any changes to their day-to-day roles that are required. • Management and coaching of 3rd party management administrator and coaching the Market Analyst in the production of the Critical Dashboard Target Operating Model.• Gathering enhancement requirements for the supplier management tool (iManage) and production of a change proposal brief to secure funding circa £100 k. • Work stream management for the legacy PO Migration for the P2P Project which had a project budget of £2.5 million and affected all users (6000) of the PeopleSoft purchasing platform. Making the commercial decisions of which Purchase orders to migrate and which to close. All tasks were completed to time and budget and saved nationwide a further £2.5 million. • Chairing the Nationwide 3rd Party Management forum to identify best practice, potential opportunities/challenges and impact of changes to the vendor manager and commercial manager role. • Facilitation and elicitation of the risk elements change proposal for iManage during workshops and product demonstrations.• Managing relationships with 3rd Party suppliers with the use of the supplier management tool and training the suppliers in the use of the 3rd Party Management Framework. • Maintenance of the 3rd Party Management Framework to ensure that it complies with overarching procurement , regulatory policies, strategic plan and goals.• Production and interpretation of internal MI to measure and drive improvements within the 3rd Party Management Community.• Management of the internal audit outcomes.

Swindon

During this role I worked on numerous projects ensuring that business requirements meet business needs and that the analysis strategies are in place. This involved creation of operational and high-level system process flows, use cases, operational designs, business approach documentation, training material and coaching users. I was also a representative on a cross-departmental committee in respect of the alignment of analysis practice processes.

Swindon, United Kingdom

This role involved the delivery of business analysis for complex, cross-functional projects, creation of lean processes using process modelling techniques. I also had exposure to agile project methodology during this time.

Bracknell

This role involved Development of Service Level Agreements with the customer and various 3rd party service suppliers. Monitoring performance and implementing service improvement plans. Creation and updating of contract documentation such as the Contact Management agreement between Fujitsu and their customers. User acceptance testing of policies and procedures. Developing operational designs and engineering processes and procedures in line with contact management policies. Production of training material for the call centre employees. Managing issues with customers and 3rd parties regarding service levels and any service downtime experienced. Maintaining continuous communication with all departments within the organisation and the customer concerning any issues arising from audit meetings or customer surveys.

Swindon

Day–to-day management responsibility for a team of 19 customer IT support analysts and senior support analysts involving capacity planning recruitment of staff, conducting quarterly one to one meetings and annual appraisals.

Swindon, United Kingdom

Swindon, United Kingdom

Swindon

Swindon, United Kingdom

Pratitioner, Prince 2

Foundation Certificate In Service Management, Itil V3

Lean Six Sigma Yellow Belt

Certificate, Business Analysis

Certificate, Business Process Modelling

Nvq Level 3, Supporting Users Of It

German, Gce As Level

Gcse, 9 Gcse Passes 8 At C Or Above Incl Maths And English

Btec, Sports Coaching

Certificate, Wine Steward/Sommelier

Certificate, Paediatric First Aid

Certificate, Iso 22301:2019 Business Continuity Management, Pass