Sandra Liddle Email & Phone Number

Leeds, United Kingdom

Leeds, United Kingdom

Successfully completed 6 months in a contracting role providing Service Design and Transition expertise to a number of projects in Sales, Internal Services, Public Service Network and M2M. Now looking for a role that further draws on my skills in developing service support wraps through a project lifecycle against a service management framework.

Leeds, United Kingdom

Part of the team that successfully obtained CAS-T certification making O2 the First UK mobile operator to achieve accreditation for mobile voice and data services.Responsible for delivering Service Design for new project deliveries, supporting M2M, Digital, Network, Internal and Public Service network projects.Responsible for the uplift of current services to meet Telefonica’s CAS-T certification building the Service solution to comply with the Service Management framework.Successfully delivered the Service solution for a Primary Asset Register compulsory for the retention of the O2 CAS-T certification.Analysed and identified gaps in current service documentation in preparation of O2 ISO20000 accreditation.Delivered all Service requirements within time and budgets agreed.Proficient at understanding diverse services, customer facing services, fully managed supporting services, Network and IT bespoke and out of the box applications and developing a service wrap to a high standard that adds value. An advocate of re-using existing documentation where possible to ensure the validity of the agreements and service dependencies

North East

ITIL Qualified and experienced in the following:SLA's Incident ManagementProblem ManagementChange ManagementRelease and Control TransitionMatrix ManagementOutsourced partnersService cataloguesService reviews and reporting

Darlington, United Kingdom

• Managed a team of nine Service Managers with direct report responsibilities managing over and under performers. Feedback through a company “Pulse” survey contributed to our achievement into the Top 25 companies to work for.• Created a Service Management handbook using the ITIL framework for all processes and work instructions which was adopted as the “Best Practise” within the IT directorate. Complimented this with Service Management Forums and consistent ways of working amongst Service Managers.• Key part of the project team launching 4G network under a commercially sensitive timeframe, focusing on operational readiness and defect management.• Transformation of IT services to outsourced partner, responsible for the ITIL processes, tools and reporting.• £9m benefits delivered through a Service Improvement programme for £1m investment, also recognised by the ITSMF the industry governing body for Service Management and achieving runner-up in the Project of the year with presentation at the annual conference.• Part of the project team that delivered major launches including the I Phone which led to recognition by CEO as one of the top 100 people in the company who was key to the success of the launch.

Responsible for the delivery of service Levels to Customer Service Operations across 3 onshore and 2 offshore call Centres.