Leanne Adams Email & Phone Number

Oxford, GB

Oxford, United Kingdom

- Change Management process ownership including maintaining all related documentation and workflows to the service standards and facilitating formal control reviews such as Change Advisory Boards- Defined and implemented business focused Release Management Process, Owner of Process and Chair's Monthly Release Advisory Board (RAB)- Defined and implemented.

Secondment to IS Service Delivery Manager role:- Direct line management of 5 Service Managers and total staff of over 60 employees that are structured to deliver the service activities in support of Oxfam Campaigns, Trading, Support Marketing and Humanitarian Relief.- The management structure covers Service Desk, based in the UK and Asia, Infrastructure.

Oxford, United Kingdom

• Managed services delivery for online assessment marking with multiple international and strategic accounts, delivering in excess of 1m candidate results a year.
• Negotiating and agreeing levels of service to be delivered with the customer and multiple suppliers, formally documenting these in Service Level Agreements.
• International supplier management, including the development of long-term supplier strategy plans, capacity planning, monitoring of performance and commercial negotiations.
• Account plan ownership, developing the long-term customer relationship in line with business objectives, identifying customer long term goals, revenue opportunities and cost saving measures.
• New customer introduction management, including 'hands on' consultancy on-site for European Examination Boards.
• Change control and contract management, responsible for customer and supplier contract renegotiation and extensions.

Oxford, United Kingdom

• Responsible for delivery of high-stake assessment projects, within challenging timescales, with 100% accuracy.
• Monitoring and reporting on Key Performance Indicators (KPI's) and performance against Service Level Agreements (SLA's)
• Set-up of new scanning site in the USA, including resource scheduling, monitoring tools and on-site training.
• Matrix management of operational support teams, including Technical Helpdesk, Service Desk and Technical Operations, based in the UK and India.
• Incident and Problem escalation management, including risk and impact analysis, ensuring prompt resolution and owner of customer communication.

Oxford, United Kingdom

• Programme and project coordination and support to large scale customer focused projects.
• Project Management of projects and work packages.
• Creation and management of project libraries, project planning and reporting (including financial reporting) and managing project risk, issues and change logs.
• Definition and implementation of divisional process improvement projects.
• Supporting industry best practice, including Prince2, ISO9001 and 27001.

Oxford, United Kingdom

• Responsible for coordinating the delivery of online ICT tests to 3800 schools as part of the Government’s Key Stage 3 Computer Based Testing Pilot.
• Coordinated the Ofsted online self-evaluation form (SEF) project, managing the technical support helpline for schools.
• Maintaining customer facing websites and representing the company at events.
• Monitoring the Customer Services teams’ effectiveness and performance.

Oxford, United Kingdom

• Sales management and loss prevention.
• People management and recruitment.