Nicola Capel (Senior Project Manager) Email & Phone Number

Birmingham, England, United Kingdom

Birmingham, England, United Kingdom

Founder of an eco product and refill delivery service business, enabling local small businesses and households to reduce their plastic & chemical consumption. Actively engaging with my local community to achieve positive change by delivering sustainability talks to local community groups, businesses and schools, and running sustainable events such as community litter picks. I also formed a Committee to establish a monthly sustainable Farmer’s Market in my local village, attracting over 500 visitors a month.

Warwick

Managing Consultant for Multiple Client Assignments as a Senior Project / Programme Manager in the Public, Finance and Energy Sectors.

Customer First Transformation Programme, Birmingham City Council

I lead the planning and delivery of Roll Out 3 for Customer First. This requires management of a £16m budget to successfully transition three major service areas into the Customer First business and technical model by June 2012 in order to realise a £40m ten year benefit target. I provide hands on leadership and programme expertise to resolve key risks and issues impacting delivery, and maintain a disciplined focus on delivery and performance by presenting weekly progress reports to the Customer First Management Team and monthly reports to the Programme Board.

Customer First Transformation Programme, Birmingham City Council

I led a team of six Solution Architects with overall responsibility for the success of, and compliance to, the Customer First business and technical solutions. This included the ongoing development of the integrated, multi channel technology platform including SAP CRM, MDM, PI, BI, Cisco Telephony, Weblogic, Google Enterprise Search and Business Objects. This required intensive management of, and liaison with, the transformation consultancy partners, external suppliers and internal service areas.

Customer First Transformation Programme, Birmingham City Council

In the first two programme rollouts I represented several complex and challenging service areas as their dedicated Solution Architect. This involved shaping their solution design to deliver transformational benefits (process efficiencies, channel shift and volume reduction) through process re-engineering from first point of customer contact to specialist processing, and transition to the new Customer First technology platform. This required intense negotiations with, and project leadership of, service areas, transformation consultancy partners and 3rd party suppliers. A variety of change management techniques (including impact assessment workshops, readiness surveys etc.) were used to gain buy in to effectively shift service areas to a new way of working.

I held a pivotal role as part of the Customer Services team supporting the operational and performance management of the Corporate Contact Centre which handled 2 million calls p.a. I formed part of a project delivery team responsible for the implementation of Lagan CRM into the Corporate Contact Centre and business areas. This role involved gathering the business requirements, analysing the benefits, leading the design, performing the build and co-ordinating the testing. I also led the end-to-end project management of operational projects such as the establishment of a language interpretation facility and mystery shopper programme into the Contact Centre in order to deliver operational and customer benefits.

I held a unique and influential role as part of the Client ICT team managing the pioneering Public Private Partnership with Capita IT and successfully supporting the delivery of the ICT Transformation Programme. This included leading the set up of the ICT Programme Office as an internal centre of excellence for project management and governance across the council, and driving value for money by managing the performance and delivery of the Council’s Strategic Partner for ICT. I also contributed to the continuous development of the ICT function by heading the production of bids for external funding (e.g. the Digital Challenge) and responding to key policy and technological developments (e.g. Transformational Government and Government Connect).

I joined the National Graduate Development Programme scheme due to its excellent reputation of producing the next generation of senior managers in public administration. I developed a keen interest and talents in ICT project and supplier management and, on completion of the scheme, was offered a permanent role in the Client Partnership team.

Postgraduate Diploma In Local Government Management, Business Administration And Management, General

Best dissertation prize

Masters, Public Management

2:1 Ba (Hons) Geography, Geography