Finally made the leap into learning. I am now a full time BA (Hons) Fine Art student ant Northbrook College, Worthing as part of the Chichester College Group….why? Because I can!

Development and evolution of SIAM service processes through close working with Public Sector and Private Sector clients. Assessment and review of existing support structures, performance capability and development of Target Operating Models (TOM).

To provide service management consultancy to the Head of Infrastructure and OperationsTo assist in the on going development of service operationsTo assist in developing service performance metrics and business requirements To provide subject matter expertise on service integration with suppliers and others.

Established and implemented ISO20000 and ITIL compliant processes and services across a wide range of client accounts including Public and Private sectors. Provide subject matter expertise on the transformation of organisations, structures and service deliverables. Build and develop the organisation required to practically manage the services and processes as required. Recruit and develop the team(s) to face the customer and internally.Currently researching the relationship between 'The Cloud' and service management from an ITIL / ISO20000 perspective in the Public and Private sectors

Volunteer minibus driver for children with special needs including wheelchair usersProvide help and assistance as required with the care of the children and their carersProvided transport to and from a variety of events to give the children the widest possible experience and fun.To give something back to my community.

• Assure the current status of the service management operating model design, products, processes and implementation plans; • Review the Governance Design, Service Catalogue Design, Testing and Implementation Plans;• Identify any improvements, gaps, risks or issues that need to be addressed;• Work with the Intelligent Customer (BAU) services to create and approve compliant Master Service Agreements between suppliers;• Monitor supplier transition activities to ensure they are meeting targets and commitments;• Develop risk mitigation strategies to minimise business disruption where non-standard integration is required with third parties;• Develop and communicate service transition plans for each of the service providers in the EVOLVE Target Operation Model;• Assist in the Testing of the Service Management processes and reports;• Define the criteria that needs to be met by service suppliers prior to accepting that the Service Management Monitoring and Reporting is ready to go live;• Develop an ITIL standard code of practice for the ICS service management team • Implement the new Service Management processes providing training, support and assistance to the new ICS staff during the parallel running of the ICS alongside the current Service Management function;• Embed the Service Management processes in the new ICS;• Mentor the new ICS representatives;• Represent the Department at various working groups including but not limited to the Service Management working group. • Provide expert advice to EVOLVE stakeholders on establishing and transitioning to a SIAM Service Model.

To lead the engagement with service providers, developing relationships and improvement strategiesTo develop and manage the processes around Major Incident and escalationTo assist in the development of managment information and communicationsTo provide support and assistance to senior team members in Home Office IT.(From the 24th February 2014 the role will be transferred and I will be available for other challenges)

Research and development of SIAM models across commercial and public sector organisations.Development of service management options within a large scale public sector procurement .Provide subject matter expertise on supplier management, due dilligence and service strategy in a secure environment.

Working with the CIO, assist in the development of the IS Service Management and Delivery strategy for SSOTP during the Transformation and Transition phase.Implementing and embedding ITIL and ISO20000 level processes within the new organisationManagement of external and internal suppliers to improve Service QualityDeveloping Continual Service Improvement strategiesDeveloping SLA/OLA relationshipsEmbedding controlled JFDI processes.Establishing a culture of 'No Surprises' through escalation and alerting processesCarried out Service Strategy and Design review of current servicesPresented alternative stratgies based on service business requirements and good practice.

•End to end responsibility for the development delivery of the project to production across all life cycle phases.•Day to Day Technical Management of the project including the delivery of the key components•Primary Interface to the Business and other key stakeholders•Primary Interface to other Technical Functions that are dependent upon the project•Working with the Business to ensure that the solution follows all the new ITIL service management procedures•Working with the Service Delivery Teams to ensure that the solution meets are the requirements•Responsible for Project Management including working with the Business to ensure the system integration is thoroughly tested before deployment•Other ad-hoc administration tasks attributed with ownership of the project such as auditing, health checks and documentation.•Budget management and financial modelling as required

Developed the Service Delivery capability of the IS department, provided strategic development of the service management structure and improved performance across all delivery units by:-Reprioritised Call handling processesEstablished good practice Service Level ManagementEstablished Critical Incident reportingRestructuring the field engineering serviceDeveloping and motivating service management teamsProviding subject matter expertise to CIO level ICT lead on Phase 1 £16M Priority Based Budget review

Reviewed current processes in line with good practice (ISO10002:2004), Produced recommendations for change to achieve recognisable standards and stabilise the service.

Responsible for the development of the Service Management strategy across National Policing Improvement Agency (NPIA) projects and 43 Police Forces working within the ISIS convergence team.

Senior consultant with responsibility for Service Management and process development in high profile central and local government.

Responsible for the building of relationships with the client in Leeds, developing the service management architecture, recruiting and deploying the teams involved and making it all work! Also a catalyst in winning the service desk contract, achieving assurance on the service processes and delivery of the service in the early stages.