Keith Morrison Email & Phone Number

Edinburgh, Scotland, Gb

Livingston

Dunfermline/Livingston

My role requires me to manage safe and effective delivery of Critical Events and large scale changes across the Operation. Done via consultation and working collaboratively with various support team(s) ensuring change and impacting initiatives are landed with minimum disruption, whilst also carrying out thorough mitigation and contingency planning.I work effectively across all Sky business areas to control and launch large scale programs. Recent successes include launch of Sky Mobile, multiple iPhone and Samsung flagship device launches, Sky Entertainment Repackaging, Ultimate on Demand (Netflix) and many more.I also manage customer communications for critical events including Pay Per View boxing events, Yahoo data breach along with additional high profile activities.

Working with business departments to understand the business issues and data challenges. Develop requirements, specifications and recommendations related to a proposed solution. This will include some or all of the following depending upon the nature, size and composition of the project or programme:• To construct or contribute to the construction of process flows and mapping of ‘as-is’ processes and gain understanding of how they interact and support business objectives • Definition, development and validation of process improvements leading to the ‘to-be’ processes and business requirements according to agreed documentation standards• Impact assessment from current to future state• To prepare in conjunction with IT, Finance and Customer Operations, detailed estimates for the cost of the proposed changes or possible system costs• To produce the definition of the Business Requirements• To contribute to the analysis & development of Business Cases, Risk Profiles and Development Plans• To input to the Business case for each project, including the tracking all benefits cases in conjunction with the Project Manager and Finance • Consult with Process Improvement team and Technology Architects on Customer Group Process architecture changes – impact and design decisions

Key Responsibilities include:- Completing impact assessments on all business areas internally and externally that will be affected by the release/project- Providing analysis support to ensure project roll-back and contingency plans are in place to support the implementation of business change- Supporting the construction of the solution and definition of the operational procedures /manual workarounds, reviewing and validating the solution to ensure consistency- Supporting the Release Manager with the identification, design and delivery of training needs associated with the business change - Assisting in implementing new business processes and associated systems by providing intensive go live support through co-ordination of super users- Supporting investigations on feasibility and implications of proposals and offering alternative solutions where applicable- Supporting the Release Manager in post implementation reviews

To make available to business representatives and team members, coaching and consultancy support in the use of UAT standards and practices.Ensure that there is a consistent understanding of the role of UAT across the stakeholder communityProduce UAT Approach and Plan documentation in accordance with agreed methods and standardsProducing test case suites, test scripts and test procedures (with expected results) in accordance with agreed methods and standards.Managing the execution of test scripts using agreed methods and standards.Managing the identification, investigation and reporting of defects using available documentation and knowledge.Reporting test results to the UAT Manager, Project Manager and/or stakeholder community.Co-ordination of demonstration of results to stakeholders and stakeholderEnsure that all appropriate tools are used in the execution of the work.Maintaining confidentiality on company data.

Identifying and capturing customers’ perceptions of Sky products in line with departmental proceduresProviding comprehensive and up-to-date information to internal / external customersManaging-internal / external customer enquiries and requestsUtilising product knowledge and experience to solve internal / external customer problems and making recommendationsManaging internal / external customers expectations during the interaction by being clear about what can and cannot be doneAccurately matching customers needs and wants to relevant products and / or services using departmental procedures