Layla Walters Email & Phone Number

Cardiff, Gb

As a dedicated Service Management professional with extensive experience in the Managed Service Provider (MSP) industry, I specialize in overseeing both Service Transition and Service Delivery teams to ensure seamless, high-quality service experiences for our clients.In my role, I bridge the gap between technical teams and business stakeholders, ensuring that services are not only delivered on time and within scope but are also aligned with our clients' strategic goals. My expertise lies in managing complex transitions, implementing ITIL best practices, and driving continuous improvement across service operations.With a strong focus on operational excellence, I lead cross-functional teams to deliver consistent and reliable services while managing risks and mitigating disruptions during service transitions. I thrive in dynamic environments where my problem-solving skills and ability to adapt are essential for navigating the complexities of IT service management.Passionate about fostering a culture of collaboration and innovation, I work closely with clients and internal teams to ensure that our services not only meet but exceed expectations. My goal is to deliver tangible business value through efficient service management and a relentless commitment to customer satisfaction

Cardiff, Wales, United Kingdom

As Transition Readiness Team Manager I am accountable for the delivery of support elements of a project resulting in a seamless transition into the live environment. Responsible for working with the wider team managers to shape the overall strategy and direction of the team ensuring we evolve alongside the evolution of IT Services meeting the ever changing requirements. Working with the business to understand future demands and support the delivery of strategic programs and their smooth transition.I am responsible for the teams CSI initiatives, including those aimed at re-engineering our cost base with a view to managing IT costs in a sustainable manner. Currently leading a team of Transition Readiness Leads who are responsible and accountable for the seamless transition of IT projects into Live Environments.

Cardiff, United Kingdom

Responsible and accountable for the delivery of support elements of a project, resulting in a seamless transition into the live environment. As IT Services evolves in response to the strategic direction of the firm and new technologies, whilst ensuring to meet the consistent changing requirements.• As part of Service Management, worked closely with Service Design teams such as Problem, Capacity, Software Asset, Configuration and Incident Management (incl. Target Operating Model).• Business Change Management (i.e. Communication, End User Impact, Content and Learning repositories)• Maintaining documentation i.e. Gate 1 through to Gate 3 and Early Life Support This is aligned with GTOM project lifecycle (Gate 1 to Gate 5).

Cwmbran

As a Service Delivery Manager for the Support Services Department specialising in Open Core Heath+ Platform. My role ensures successful delivery of multiple, complex solutions within set time frames, budgets and to a high quality, leading a team of support analysts to deliver solutions that increase output and improve processes within our Open Core Health Platform in line with client specific SLAs. I’m responsible for resource and revenue, tracking 3 months ahead to ensure accurate forecasting to within 7% tolerance for health clients. I manage weekly, monthly, quarterly and annual meetings, to review service and performance metrics with each client. I supervise daily transactions to ensure calls are triaged and assigned correctly, to ensure policy and procedures are followed in accordance with SLAs, ensuring SLA adherence. Undertake bi-annual formal appraisals and regular MBP reviews with my team. I manage the day-to-day operations of the customer service area for Health clients, including training and or mentoring of less experienced staff to resolve complex customer questions. I ensure myself and the team conform to internal audits, resolving any non-compliance's within strict deadlines

Cwmbran, Torfaen, United Kingdom

Supporting Xuber software implementation across the London Market, General and Health insurance markets. Using SQL server/ Oracle and Xuber application tools to provide issue resolution in line with contracted SLA's. Implementing fixes/changes with end user and assisting in QA testing. Client relationship management. UAT testing. DR testing.Managing cases, requests and enhancements using online tools and processes · Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner · Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times · Problem determination, workaround resolution, root cause analysis, major incident management · Deployment of service releases, patches, requests and customisations · Create productive relationships with and between key stakeholders · Ensure that solution and application support documentation is maintained to the highest quality and accuracy. Providing estimates where required to client

Providing technical support to the business in its Electronic Trading Activities and assisting in the interface between the company and any third parties who are involved in electronic trading with the company.Assisting with the integration of the EDI activities of the company.Implementing systems and processes to monitor and measure non-conformance aspects of EDI.Documenting the reporting, investigation and outcome of all problems reported against EDI. Ensuring that requisite data is available for use by those carrying out investigations and ensuing actions are correct.Evaluating (in the first instance) the impact of defects and problems.Keeping relevant staff (including users, intermediaries and third parties) informed of the status of EDI initiatives, by direct or delegated production of reports and registers on defect/problem reporting data. Verifying that agreed actions relating to problem investigation and clearance are taken within the allotted timescales.Responsible for ensuring compliance is maintained.

Designed and implemented the training of new employees and role changers on external software systems. Provided technical support to brokers and customer services to resolve any software house/EDI queries.Resolved EDI transaction errors and failures, contacting IT, brokers and software suppliers to obtain fixes.Supported corporate partners and assisted with alternative methods of business including AXA Business Risk.