Tracy Mead Email and Phone Number

Forging relationships with key stakeholders to ensure responses to bids/requests are service achievable, then taking it into successful transitions from design to live, and ensuring that Service Design and Transition policies and procedures are applied and followed through full Service Management portfolio.Key responsibilities are as follows; Ensure new services are created and transition into production (and/or non-production) smoothly and can be operated in a way that is consistent with agreed service levels and agreed operational cost model against advertised timescales.Responsibility for the quality of all IT projects service elements into the live environment, managing and controlling the release process of new internally and externally developed software, upgrades and other developments. Will monitor, manage and resolve issues; whilst continually striving to improve service, and ensuring that all processes, procedures and deliverables are closely aligned to the Service Management methodologies such as ITIL and ISO9001.Ensuring that the final delivery of each service transition meets the agreed customer and stakeholder requirements specified in the service design package.Adopt a common framework and standards, ensuring that all parties are compliant.

Working within a contract framework incorporating four separate clients with a common centralised framework management team but focussing on client relationship of 1 of the 4 clients. Delivering to revenue and margin targets, managing costs (both internal and 3rd party).SLA negotiations and new services. Assisting Client with Project deliverablesManagement of key 3rd parties and the relationship and contractual position between Atos and 3rd parties>Service acceptance and on-going service reviews to ensure continual service improvement (both internally and externall).Key stakeholder relationship management up to executive levels both within the customer organisations and internally. Providing a point of escalation for major incidents (both internally and for Client up to Exec level)Central point for all IT Audits within the full account.Central point for agreement and delivery of ITIL processes acrosss full account

Working within a contract framework incorporating four separate clients with a common centralised framework management team but focussing on relationship in 1 of the 4 clients. Delivering to revenue and margin targets, managing costs (both internal and 3rd party).SLA negotiations and new services. Management of key 3rd parties and the relationship and contractual position between Atos and 3rd parties>Service acceptance and on-going service reviews to ensure continual service improvement (both internally and externall).Key stakeholder relationship management up to executive levels both within the customer organisations and internally. Providing a point of escalation for major incidentsCentral point for all IT Audits within the full account.Central point for agreement and delivery of ITIL processes acrosss full account

Worked as a Production Service Manager, for a single national health contract, dealing with all service issues. Focusing on ensuring that the service, is not only continually available, but also running at its optimum efficiency and profitable. I currently deputise for the Senior Service Manager whenever he is unavailable, managing all parts of the contract including planning, maintenance and staffing which highlights my abilities to prioritise my work incorporating excellent planning and organisational skills. I run major incidents both from an internal prospective ensuring all service lines are focussing in the correct areas but also ensuring that all levels of the customer are kept fully appraised of any issues and developments. I attend service reviews with the customer including senior management, as well as service reviews with 3rd party companies and internal leveraged service lines.These service reviews highlight my efficiency to prioritise issues and provide solutions to what are sometimes very complex or politically rich problems.

I was the head of the Outsourcing department for 40+ external clients, managing both the call centre and the technical service desk personnel. The department consists of 22 staff from desktop and server engineers to DBAs and project staff. This was a challenging but exciting role, juggling many different SLA's and contracts, dealing with many 3rd party suppliers and making strategic decisions regarding the direction of the service desk and services to be offered. One of my main duties is to ensure that all process and policies were written and adhered to within ITIL guidelines and within customer specific guidelines and SLA's, including ensuring all policies adhere to current security standards. As single point of contact for all contracts, I had to ensure than incidents, changes and problems were managed effectively to the customer standards, reporting monthly on the statistical analysis of the service, this included the management of small scale projects. As a people type person I also made it my duty to improve the customer/client relationship instigating regular customer relationship meetings to discuss and resolve all their issues. I also instigated a continuous customer improvement programme for all customers and have had great success in maintaining contracts and indeed been instrumental in winning new contracts by assisting the sales staff on winning bids. Skills Required People management SLA development, management, monitoring and reporting ITIL methodologies Presentation skills Report writing skills Statistical analysis Policy/Procedure development, management and monitoring Managing customer relationships Strategic planning Incident management Change management Problem management

Taken on as a contractor but moved to a permanent position after about 12 months. This role was 1st-3rd line support, as well as working on various projects. Full variety of helpdesk calls from power problems to technical server problems. Also had a secondment into the NT consultancy team to assist in their back log of work, whilst in this role I had to work on a variety of projects at very short notice and with various technical skills. This included assessing the risk of installing various bespoke packages to assessing server requirements. Whilst working here I was involved on various projects as a support officer to the various teams. This involved working on various stages of the projects from the initiation stages through to final user testing.