Ryan Larner Email and Phone Number

• Held responsibility for leading in the end-to-end specification, preparation and execution of Testing for external and internal stakeholders, selecting the best method (agile, waterfall etc) and providing support from engagement through to delivery ensuring a best practice and continuous improvement approach. • Effectively, forward plan and forecast based on effort required to deliver a backlog of change with close alignment to the Customer outcomes and benefits. • Ensure Test is delivered on time, cost, and quality; ensuring acceptance criteria is met and the plan is managed effectively with any risks and issues being managed and resolved collaboratively with all stakeholders• Ensure Testing enables the delivery of exceptionally high-quality changes for our customers by producing clearly documented and auditable Test Evidence

• Allocate work and resources in the delivery of customer engagememt activities and services to ensure delivery of team and organisational objectives• Manage and support a team to assist with day to day business activities, allocation of Customer queries• Develop and support Customer Experience programme with design and rollout of Customer Relationship Management (CRM) tool• Enhanced knowledge of our Customer data with continued cleanse activities and identifying areas of improvement and distribution list management • Manage, analyse and resolve escalated or complex customer queries or issues drawing upon expertise and knowledge from across the organisation to ensure timely and appropriate resolutions for the customer.• Coordinate, implement and evaluate a range of customer related activities or projects as a means of delivering team and organisational objectives• Build and maintain proactive, working relationships with customers at all levels to create an environment of collaboration and mutual respect and understanding.

• Allocate work and resources in the delivery of customer engagement activities and services to ensure delivery of team and organisational objectives• Manage, analyse and resolve escalated or complex customer queries or issues drawing upon expertise and knowledge from across the organisation to ensure timely and appropriate resolutions for the customer.• Coordinate, implement and evaluate a range of customer-related activities or projects as a means of delivering team and organisational objectives• Build and maintain proactive, working relationships with customers at all levels to create an environment of collaboration and mutual respect and understanding.

• Build and maintain proactive, working relationships with customers at all levels to create an environment of collaboration and mutual respect and understanding.• Develop commercial sales including completion of contractual documentation within defined frameworks.• Support creation, tracking, pricing and delivery of commercial sales within specified frameworks.• Perform contract administration and management of commercial contracts for specific customers liaising with internal delivery teams as necessary.

• Engage with stakeholders at all levels to maintain processes to ensure project management documentation, reports and plans are relevant, accurate and complete.• Support the design and implementation of project governance standards across the organisation,including tracking, monitoring and updating the status of portfolio deliverables.• Under direction support the development and ongoing maintenance of the Portfolio Management Office’s maturity and capability framework.• Contribute to improving performance of your team by actively undertaking activities and development that are beneficial to self and others.

• Monitor, review and implement appropriate processes related to the Legal function and identify and implement continuous improvement plans including but not limited to document management and retention and team administration.• Representation for the Legal team on the Customer Focus Group understanding the Customer Engagement strategy and living its key values.• Liaise with the key business interfaces of the Legal function, establishing good working relationships in order to assist with the smooth operation of the Legal function.• Provide administration support to all areas of the Legal Team to help stabilise workloads.

• With the on-going support of the Communications team, lead and delivered an overhaul of our internal website pages. Engaging key stakeholders within the team to support the project, to ensure delivery within agreed SLAs delivering an extensive communications plan to engage the business on where to information required.• Enhanced the internal image of the Legal team through the delivery of a full learning session with the use of an interactive board game to engage internal customers.• A member of the Customer Focus Group, living the values of Consistency, Confidence and Added Value. Providing support and acting a face to face contact on internal events for the CFG, including the Men in Black event day and the recent Customer Focus Event.• Creation and management of work load processes through the use of an interactive SharePoint site, creating from scratch the internal form to populate the Sharepoint list, whilst providing an immediate request to the team, remaining an owner and first point of contact for the process.• Implementation and collaboration with key stakeholders to source content and support a full and extensive internal communications plan for the updated Purchase Governance Policy .• Communicated changes and risks to key stakeholders including members of the Legal team, IT Commercial and other key business contacts around the implementation of the new Purchase Governance Policy.• Delivered high level support for the extension of the National Grid GSA in the absence of the Legal Advisor.• Enhanced management and leadership skills attending a development course at Solihull College May 2016.