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.
• 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

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.

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.

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.

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.

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.