Rose O'Brien Email and Phone Number

• Coordinate service development design, build, test and deploy activities using the Agile Methodology• Develop release maps for assigned projects, identifying the relevant features of the release and co-ordinating the agreement of minimal viable product (MVP) with all required stakeholders• Support the development of standardised and repeatable service models with scalable service features• Work with Consulting and Professional Services (CaPS) team to contribute to Client specific service designs to ensure that they are practical, cost effective, and operationally viable• Support the implementation of Client Specific Services within the given constraints• Work with Release Management to coordinate service release for the business• Work with the Client facing Project Manager to ensure Client expectations regarding implementation timelines and service features are managed• Service Description input for Client Service Agreements• Support the assessment of the operational impact of new and changed service, managing process changes in collaboration with other teams within the business• Co-ordinate daily stand-ups and assist with sprint reviews (including retrospectives)• Third party supplier and partner co-ordination for aspects of Service Development• Produce monthly reports for all service development projects• Produce COO Metrics for Senior Management team

• Provide effective control and policing of Change Management processes and Release Management processes to ensure highest levels of adherence• Ensure adherence to ITIL• Oversee daily running of CAB meetings• Change Management and Patch Management Report production, including KPI and data analysis• Monthly SLA adherence reporting• Produce clear and concise Change and Release documentation that is available to the Operations department • Quality review of Requests for Change (RFCs, in the region of 50+ daily)• Manage the Risk Management process• Manage and co-ordinate the Maintenance process, including Maintenance communications to Clients• Knowledge Management through Knowledge tool• Oversee and co-ordinate resource to support Patch Management function• Participate in internal and external audits where compliance to Company and ITIL processes are measured (ISO 9001, 22301, 27001)• Effectively monitor individual and team performance in line with Company policy, including performance reviews, salary reviews, bi-weekly 1:1 meetings, team meetings and provide direction and encouragement (team of six)• Regular review of processes and tools

• Review all change requests to ensure they meet the required Change Management criteria• Chair daily Change Advisory Board (CAB) meeting • Manage the administration of the approval process• Present the Change Management induction to new employees• Risk Management• Liaise with all levels of the organisation to facilitate the Change Management process• Communicate with Client technical contacts daily• Project manage the decommissioning of redundant solutions • Responsible for Maintenance and Penetration testing notifications to both Clients and Attenda personnel