Manage a portfolio of projects and programs on client site.Line Manager for all Senior Project Managers in the PPT area.

• Identified and Implemented business change to existing processes and procedures as well as creating new processes and procedures for new applications and services moving into live service• Transitioned Applications and services from business to business; this includes TUPE, Moving applications onto different platforms/Infrastructure as well as transitioning applications/services from project areas into live operational areas.• Improved underperforming contracts that had service… Show more • Identified and Implemented business change to existing processes and procedures as well as creating new processes and procedures for new applications and services moving into live service• Transitioned Applications and services from business to business; this includes TUPE, Moving applications onto different platforms/Infrastructure as well as transitioning applications/services from project areas into live operational areas.• Improved underperforming contracts that had service penalties month on month to delivering above agreed Key Performance indicators and gaining Service credits as a direct result.• Adept at Creating, Setting, Changing and Delivering Contractual obligations in respect of Budgets, Timescales and Service Level Agreements. • Managed, Trained and mentored client teams; including mixture of Civil Servants, Military Trained Service Personnel, TUPE Personnel, Permanent Personnel and contractors.• Able to communicate at all levels from Ambassadors, Directors, Senior Leadership Team, Senior Managers, Team Leads, 2nd & 3rd line technical resource, Helpdesk and 3rd parties. • Experienced in managing 3rd party suppliers from bidding processes , Evaluating Bids, awarding contract (includes Statement of Work) managing the contracts, reviewing Contracts against Contractual obligations to transitioning from one 3rd part supplier to another.• Able to build strong relationships with customers to manage their expectations effectively while delivering against agreed time-scales, Service Level Agreements, Key Performance indicators and multi-million pound budgets.• Created new Processes, Governance model for Global Client while assisting in transitioning IT from single supplier to multi service providers, including global service desk transition and moving to Remedy ITSM tool used Globally and by all service providers. Show less

• Responsible for overall quality of service provided to 70,000 employees and 3rd parties who use Remote Access; leading a team of service managers looking after different end to end services• Managing and driving proactive service improvement by development and management of service improvement plans, making sure they were project managed through to fruition• Managing high severity incidents through to service restoration, identifying the root cause and action plans to prevent… Show more • Responsible for overall quality of service provided to 70,000 employees and 3rd parties who use Remote Access; leading a team of service managers looking after different end to end services• Managing and driving proactive service improvement by development and management of service improvement plans, making sure they were project managed through to fruition• Managing high severity incidents through to service restoration, identifying the root cause and action plans to prevent reoccurrence of initial incident (constantly met 99.8% service availability)• Managed remote access for BT’s 3rd parties globally, interacting directly with the NHS, First Group, Local & Central Government, Joint Ventures, Accenture and Xansa to ensure requirements met• Created and implemented service processes and procedures for new services being introduced from project teams, making sure Helpdesk scripts and contact groups set up from 1st line through to 3rd line (including 3rd party suppliers), while negotiating, creating and implementing agreed SLA/OLA/UC with all service suppliers (Internal and 3rd party).• Used root cause analysis to identify and rectify problems, utilising change control processes to prevent reoccurrence and communicated with end customers to inform them of such measures• Negotiated, developed and owned the Service Level Agreements for remote access area, overseeing support arrangements with 3rd parties, ensuring disaster recovery plans in place• Liaised with the delivery, deployment, operations and application support teams, ensuring deliveries and changes met agreed SLAs and constantly met 98.5% of successful changes Show less

• Delivered and project managed a new 3rd party identity web system with a budget of £4.5M to link with BT’s internal HR, Security and Financial systems for management and tracking of 3rd party identities who are Joint Ventures, Regulatory or contractors to BT. • Project/Programme managed and drove change to BT’s existing processes, procedures and policies to enable automation against profiles and security access for 3rd parties while making sure Security, HR and other departments who were… Show more • Delivered and project managed a new 3rd party identity web system with a budget of £4.5M to link with BT’s internal HR, Security and Financial systems for management and tracking of 3rd party identities who are Joint Ventures, Regulatory or contractors to BT. • Project/Programme managed and drove change to BT’s existing processes, procedures and policies to enable automation against profiles and security access for 3rd parties while making sure Security, HR and other departments who were affected by the changes were fully aware and agreed to the changes. • Delivered and project managed an automated roles based provisioning application with a budget of £3M for new BT employees, BT executives & agency workers. • Managed and trained IT project managers in Deliveries with Roles Based Provisioning & 3rd Party Access.• Managed internal audits and external audits from Lloyd’s auditors.• Developed and managed user guides.• Delivered and project managed a new identification system.• Created and managed feasibility studies, Business cases, PID’s, PDD’s while gaining senior/executive sign off on budgets as well as agreement by senior stake holders. • Managed 3rd party suppliers globally (Novell UK & USA, Computer Associates Israel, USA & UK, TechMahindra UK & India), including negotiating and agreeing Statement of Works for the 3rd party suppliers while making sure the Statement of Works were delivered on time and to budget to meet the customer requirements and business case. Show less

• Responsible for end to end delivery of customer requirements onto a live Infinys billing platform (Geneva).• Negotiated and agreed high impact releases with customers, while liaising with designers, developers, testers and application support team to deliver each phase.• Managed live faults, maintenance releases, platform changes and upgrades dealing with internal and 3rd party suppliers.• Introduced and managed change control processes and procedures for each release onto the… Show more • Responsible for end to end delivery of customer requirements onto a live Infinys billing platform (Geneva).• Negotiated and agreed high impact releases with customers, while liaising with designers, developers, testers and application support team to deliver each phase.• Managed live faults, maintenance releases, platform changes and upgrades dealing with internal and 3rd party suppliers.• Introduced and managed change control processes and procedures for each release onto the billing platform.• Created and managed risk and issue plan Show less

Created and maintained software development order book for Network Management area making sure that cost recovery targets were meet.Assisted the programme manager with financial management for quarterly rolling forecasts set by BT Board.Trained new project managers in the techniques of planning, risk assessment, budgeting and forecasting.Responsible for implementing and controlling project governance across the programmes.Implemented risk and issue management for the delivery of… Show more Created and maintained software development order book for Network Management area making sure that cost recovery targets were meet.Assisted the programme manager with financial management for quarterly rolling forecasts set by BT Board.Trained new project managers in the techniques of planning, risk assessment, budgeting and forecasting.Responsible for implementing and controlling project governance across the programmes.Implemented risk and issue management for the delivery of Siebel to the sales force.Held and managed the business cases for each of the programmes, whilst making sure the programme manager achieved sign off from the BT board. Created reports on financial and risk management for senior managers. Show less