Responsible for process development into projects, including new projects needing workflow mapping or agreeing remedial action on existing projects.Managing end to end solution / process changes and ensuring process is implemented.Taking a lead role on projects to understand appropriate application of delivery models in terms of process, reporting and system development requirements.

Lead and manage the development of relationships between internal stakeholders and key suppliers through: • Working with Key Stakeholders to create and implement Balanced Scorecards and SMART Key Performance Indicators• Responsible for monthly Supplier Review Meetings• Identifying all contractual Service Level Agreements and ensuring they are reported on as per the contract terms and areas of non-performance identified and improved upon• Identifying gaps between Client Service Statements and Supplier Contracts and owning resolution• Measuring and recognising good performance and providing focus on poorer performing areas (be it the supplier or Cable&Wireless Worldwide) • Implementing Service Improvement Plans, reviewing and proposing improvements to supplier processes including development, testing, manufacture, supply chain and project management where required.• Providing regular reporting on Supplier performance and ad hoc reports to senior stakeholders as required • Acting as a point of escalation for Supplier issues• Managing governance (e.g. Escalation contacts; Health Safety and Environment; Sustainable Procurement; London 2012) and high level business communications with supply baseAchievements include:• Successfully onboarded five new suppliers to the Supplier Development program • Improved the relationship between Cable&Wireless and a key supplier which led to a full get well plan for the product with immediate short term benefits to C&W’s customers due to adherence to and clarification of contractual roles and responsibilities• Enabled suppliers to measure Cable&Wireless performance engendering a true partnership approach

Responsible for the Business Analysis; Project Management; Stakeholder Management; Change Management and Business Readiness activities associated with new product launches and continuous improvement projects within the order fulfilment function, this required: • Mapping complex activity flow diagrams in UML with swim lanes.• Full Project life cycle management • Leading stakeholder workshops using Six Sigma techniques to map business processes and gather business requirements; key inventory data requirements; the product catalogue and business use cases. Documenting the output according to company best practice for sign off• Working with IT Solution Architects to review the design and testing specifications against agreed business criteria ensuring that client solutions were scalable, built upon existing capability and delivered value for money• Planning and Management of business resources (including running Introduction to User Acceptance Testing sessions) throughout User Acceptance Testing• Creating business operational readiness tests; planning and management of resources during this phase prior to making recommendations for project sign off• Active management of change requests, reviewing impact and recommending implementation actions for immediate delivery or deferment to later phases of the project or programme• Identification of technical training required in conjunction with the subject matter experts and ensuring it is delivered prior to operational readiness testingAchievements include:• Defined the strategic data model for the business inventory systems for the Application product group reducing cost and development time

Project Managed and provided governance on the delivery of the IT Roadmap and IT Support to optimise the productivity of the Service Delivery function, this involved: • Working with Senior stakeholders across IT and Service Delivery to create and implement a governance framework• Utilised the governance framework to create an agreed delivery roadmap based on cost benefit analysis• Engaging with colleagues and providing them with a means to resolve their issues, either through an IT development or resolving the issues at IT Service review meetings• Management of major incidentsAchievements include:• Implemented and managed a process to prioritise projects to ensure that the “right” project were delivered enabling the service delivery team to meet its performance targets• Increased colleague satisfaction by ensuring that system concerns were captured and addressed

Managed and motivated up to 40 skilled colleagues, from many disciplines, to deliver against internal targets, this required: • Managing the teams, both from a personnel and operational perspective, to ensure that they are motivated and provided with the correct tools to meet all customer SLAs and internal target dates whilst maintaining the highest standards of operation, including recruitment, training and development of personnel.• Provisioning of all Customer services for the Cisco ICM (Call Centre Technology); Direct and Indirect Voice; IP Services and Number Portability.• Ownership and resolution of customer complaints across functions within the company.• Ensuring all processes and training are in place for new product developments.Achievements include:• Project Managed the migration of customer services from the Nortel IN platform to the Cisco ICM platform.