Leanne Taylor Email & Phone Number

Developed a number of strategic initiatives / business cases; examples include the selection of a new managed services’ tooling platform, a Service Management user migration and a CMDB transformationLeadership of a team of international Business Change Managers, leading a diverse portfolio of improvement projects across the global delivery businessDeveloped a framework for the Delivery organisation to manage system business requirements; collaborative and productive relationships established with leaders from multiple parts of the business, with consistent delivery of functional improvements that make use of our tools more productiveTransitioned ~700 users from one Service Management platform to another; a seamless transition, with no business impactLed a customer-facing migration from one Service Management platform to another; building trust directly with the Customer and ultimately, achieving a positive migration outcomeLed a team of individuals responsible to transitioning ~600 international users from one Service Management platform to anotherLed a number of global process alignment initiatives, delivering a number of standard reporting outcomes, as a result

Hatfield

Led a Service Recovery element for a key Customer, directly reporting to the Customer; rebuilt the Customer’s trust in the service and achieved operational stabilityDeveloped a set of continual improvement initiatives, leading a set of stream owners; achieved a number of service stabilisation / maturity outcomes Supported a number of pre-sales campaigns, as a Service Assurance ManagerDeveloped the Group Service Assurance Policy; preparing the function for group expansion

Hatfield

A number of years managing / leading multiple teams, delivering Operational ITIL Processes; ~50 individualsWin / win re-modelling of the service charging, resulting in more efficient, volumetric-based cost recovery; working closely with Service Managers to make sure the recovery model extended to the end CustomerCreation and implementation of an off-shore operating model; resulting in the transfer of a significant percentage of FTE, creating material savings for the business