Sally Robinson Email & Phone Number

Guildford, England, United Kingdom

Godalming, England, United Kingdom

Woking

Identifying business supported applications and managing the transition of these into IT whilst also coordinating, managing and troubleshooting any software and application issues between IT and its 3rd party support providers whilst ensuring ATG receive value for money

Send, Woking, Surrey

A key member of the senior executive team leading the rest of the organisation in the day to day running of this ITSM software development organisation. The role includes:• Responsibility for Application Support of this complex system, managing a “follow the sun” team of 12 to ensure 24 /7 support for our 300 customers.• Recruiting a highly skilled team using SFIA framework and maintaining a very low turnover of staff – eventually feeding into other departments within the organisation, including engineering, product management, consultancy and project management• Ensuring customer feedback is received via customer surveys, review sites and project reviews and dealt with through the feedback process.• Escalation point for customers including some large enterprise organisations in the US, successfully maintained this large list of customers with low turnover and high value to the organisation.• Working with Engineering to prioritise maintenance fixes and ensure prompt delivery of software releases • Using ITIL principles within our BAU handling of IPK and Requests using the systems functionality to ensure we meet SLA’s and KPI’s• A member of the Product Sponsor team discussing, designing and agreeing new functional specifications for the ongoing improvement of the product.• Attending and presenting at the company User Conferences in Australia, USA and the UK. Presenting team updates and call stats including SLA compliance which was running at 97%• Reporting direct to the CEO and ensuring the Alemba Board were made aware of any Customer Sat incidents or Customers at risk to plan and execute actions to ensure turnaround of situation.

The head of operations asked for me specifically to manage this project, I was called in at very short notice to manage the launch of a new $100M emerging markets fund within Gulf International Bank. The project was already off course and the requirement was to complete the launch within 3 months which was a very tight deadline. The role included specification, planning, monitoring of development work, testing with the Prime Broker and the Fund Administrator and reporting to project stakeholders including the CEO. The main system affected was SimCorp Dimension. The fund successfully launched on time.

Managed 6 application services analysts.Responsibility for 23 business critical applications including planning of upgrades, fixes and disaster recovery processes and procedures. Vendor and business customer relationship building and maintenance.Carrying out staff appraisals, setting objectives, monitoring progress, staff motivation and maintaining morale.Project ManagementResponsible for the planning of all the banks projects and ensuring all project managers are proficient in the banks procedures and Prince II methodology.Implementation of a regulatory reporting application FRS to fit in with the BASLE II requirements. Plus recent upgrade to facilitate the new Liquidity reporting requirements for October 2010.Implementation of a Health and Safety assessment and training module across the whole bank.IT Management TeamPart of the three member team reporting to the CIO.Contributing to decisions on department budgeting, planning and strategy.Striving to maintain good work practices, including standards for project management, Prince II and good system support standards, ITIL.

Highly regarded by CIO and senior managers due to reputation for hard work and good management practices, this made me their first choice for taking on the Head of Application Services role when it became vacant. Project management of SWIFT standards changes, CAMS corporate actions upgrade, SIDE SafeWatch anti-money laundering monitoring system implementation and Rolfe and Nolan decommissioning.Managing a team of three back office application specialists and one contractor.Main technical support for the PeopleSoft general ledger and accounts payable modules, RIMS securities settlement system and Rolfe and Nolan FX and mm settlements system and reconciliations modules.

Implemented a user controlled automated procedure for inserting required fields into Securities Settlement SWIFT payment advices, saving time and money for the back office team.Project management of two SWIFT standards changes projects and a Rolfe and Nolan upgrade.Technical support role specialising in financial and back office applications, including overnight support.Mentoring and coaching new members of the team to understand the team objectives and procedures and the project management standards.

The role was first line support for this financial software vendor, supporting a wide product base and worldwide customer base. The role also included the replication of issues, providing a fix specification to the development team and pushing the fix through testing and regression testing before packaging and releasing to the customer.