- 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 Problem Management Process. - Developed, implemented and own Service Introduction Procedure to ensure delivery of IS projects meet Service Acceptance Criteria (SAC) and can be successfully supported when Live. - Continual Service Improvement (CSI) Process owner- Have developed business focused Service Transition team with skills to implement Small Projects alongside key ITIL processes

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, Service Transition, Application maintenance, support and development and Collaboration. - Accountable for the management and reporting the financial forecast and success of an annual budget of over £5.2M

• 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.• Budget centre management, financial planning and financial risk mitigation. .

• 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.

• 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.

• 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.

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