Role: To coach, guide and support the Gypsy and Traveller Service to deliver consistent, efficient and effective services; to take the lead in managing projects, changes and initiatives working with the relevant key stakeholdersCoaching, guiding, supporting and advising members of the Gypsy and Traveller Service as a local expert on systems and processes, including areas such as business, finance, risk management and IT systems Assisting the Head of Service with the preparation of monthly and annual budgetsDeveloping, monitoring and reporting on performance targets and indicatorsUpdate and manage databases and spreadsheets, provide reports, compile informationProvide first point of contact for managers regarding items such as housing benefits, complaintsResponsible for the management of the Senior Support OfficerUndertaking service specific requirements such as supporting the Head of Service in the service planning process including ensuring best practice and financial forecasting

Role: To assist with the successful running of the PoetsIN community.The ensure the values and ethos of the charity are adhered to by its members at all timeTo contribute in the planning and running of new and existing activities via various delivery mechanismsParticipate in any classroom-based sessions when requiredAssist in the management of site moderatorsTo monitor the social media outlets for new members ensuring they meet the charity’s requirement Provide a coaching service for individuals when neededReview and publish new submissions to the various social outletProvide feedback and coaching to individuals that do not adhere to the charity’s standards

Role: To ensure all internal systems run to a very high standard whilst using the most up to date, reliable and tested software available. Maintain a strong relationship with all internal users whilst providing help and advice where required. Ensuring that Polaris received excellent service and value for money through the effective management of the outsourced relationships. Responsible for the performance and availability of imarket (an insurance industry portal).• Responsible for managing outsourced relationship with the current hosting partner and selected specialist software providers• Responsible for reviewing internal systems ensuring they remain suitable; this included a comparative review of the current document management system (HummingBird OpenText) versus MS SharePoint• Chair quarterly review with hosting partners• Manage and test all changes to the internal systems• Provide monthly management reports highlighting any achievements, risk and/or areas of concern• Responsible for the Business Continuity Plan, including updating the documentation and running scenario testing to prove the plan is viable• Ensuring the internal systems disaster recovery servers are tested every 6 months• Managed relationship for imarket between UK insurers, outsourcing partners, software vendors and users ensuring any system related issues were communicated accurately and effectively• Initiate any service improvement plans and ensure all action points are completed within the agreed timeframe• Ensure that any imarket related issues are communicated effectively with stakeholders, providing regular updates until the issues are resolved• Review any imarket issue and ensure checks are put in place to prevent the same issue from re-occurring • Chair weekly imarket Change Advisory Board meetings to identify, manage and schedule up coming changes, ensuring any risk is understood and mitigated• Manage the six monthly imarket disaster recovery tests with stakeholders

Role: To ensure the smooth running of the numerous outsourced support contacts OCS Consulting had, making sure that each contract was correctly resourced and support related calls were dealt with within SLA.• Responsible for monitoring the helpdesk calls for support accounts• Monitor any potential calls about to miss SLA and secure additional internal resource wherever possible• To provide monthly call analysis and resource reports • Visit larger customers to discuss reports on a monthly basis• Ensure internal systems were available during core business hours• Carry out internal administrative tasks such as new user creation, system back ups, file access, control, etc.

Role: Ensuring Adecco UK Ltd was provided with an efficient and pro-active single point of contact for first and second-line support. • Responsible for first and second-line support, totaling 16 staff, for a user base of 1400 spread across a network of 300 UK and Eire branches as well as the head office function • Managing commercial targets with regard to fault resolution timescales and dealing with any potential issues in a pro-active manner• Monitoring customer satisfaction by working with the business to ensure their requirements are being met• Working closely with both IS Development and Technical Architecture to ensure that any faults are dealt with in a timely and professional manner• Project managed a formal selection process for new service providers as well as monitoring renewals and notice periods• Managing the relationship with the data centre in Lyon and development centre in Madrid involving regular overseas travel • Reporting results of customer satisfaction to senior management• Managing the production environment to agreed service levels• Budgets for IS related service contracts with a value of £4m• Producing new procedures and guidelines for the department to work within

Role: To provide a complete second-line support function as well as involvement in IT-related projects for both head office and the branch network.• Responsible for prioritisation and organisation of the team’s daily workload, balancing both immediate priorities and planned project based activity• Liaison with our third-party support companies to ensure fault calls are dealt with to service levels in terms of both time and quality• Maintaining a department budget of £2m• Setting team objectives and appraising individuals within specified timescales• Monitoring the production environment and ensuring the payroll/billing cycle runs to schedule

Role: To provide second line support for the Help Desk team, comprising 8 members of staff, for software related problems for MAX (Adecco’s front office system).Responsible for:• Collecting invoice data on a weekly basis• Liaison with third-party engineers• Database management including amending and deleting records within MAX• Identifying software bugs in MAX and forwarding details to the developers• Testing MAX upgrades prior to release