Trudi King Email & Phone Number

Cambridge, Cambridgeshire, United Kingdom

Bedford, England, United Kingdom

Responsible for supporting the global transformation project as the BUK Solution Architect, I am responsible for working with all SI’s to ensure we have a technical interim state architecture and a future end to end architecture. As the Workstream Lead for Heritage and Integration this includes integration design, heritage decommissioning and exit planning. Also supporting other workstreams including planning, cutover and testing from a technical perspective.Management of Business Analysts, Test Co-ordinator and the Development Manager.Achievements• The design and support of the Workday implementation including several integrations for key systems such as time and attendance and payroll.• Supporting the Transformation Project through the changing Front and Back Office designs including Front Office options, integrated model office and company impact assessment. This includes reviewing the HLSA and solution designs (HLD & LLD).• The creation and management of the UK’s integration catalogue which included working with the system integration partners on the scope, requirements and high and low level designs.• Alongside Transformation, I provide the technical architecture to support all BUK projects including Avaya upgrade and rehosting, a document storage solution for our people team, a new health and safety solution, system amendments to incorporate the new British Repair standards using the global principles, policies and standards. In addition to this I have also been instrumental in working with our key accounts to identify improvements to the overall customer journey, e.g. VRN integrations with insurers.• The design and support of the new wholesale solution including vendor selection, financial approval and contract agreements working closely with all SI partners to define and scope the design.

Bedford, England, United Kingdom

Responsible for the Service Team (11 people) including Business Analysts, Development Manager, Developers, Tester, Request Team and the Service Managers. Overseeing supplier management of our £2 million pa outsourcing contract as part of the £8 million IT budget.Achievements• The creation of a new team responsible for the complete lifecycle of IT change from requirements analysis, through development to deployment of both our Front Office (15) and Back Office (11) systems.• The initiation of a new way of working with the outsourcing supplier to improve service to the business.• Introducing the Service Managers to the engagement meetings encouraging wider communication with the IT department.• Responsible for the Major Incident Management process.

Bedford, Uk

Responsible for ensuring that the requirements analysis and solution definition of all changes to the IT systems meet the business strategy and are fit for purpose. Deputising for the Head of IT, including as project stakeholder, supplier manager and escalation for issues management.Achievements• The creation of a new team responsible for the analysis and management of business demand for new or existing services including the creation of a new process using Jira for business wide demand management.• The creation of regular engagement meetings with the business to ensure the collaboration and prioritisation of IT demand.• Along with the Head of IT engaged external consultants to define a new IT strategy and then provided architectural support to the project.• Designed and managed the implementation of a new API gateway allowing outside systems secure access to our data to improve the customer journey through self-service functionality.

Bedford, Uk

Responsible for ensuring that the front office solutions are fit for purpose and relevant to the IT strategy.Achievements• Managed and architected the system changes required when the business restructured to removed all fixed locations to becoming a mobile technician based business.• Architected and supported through to production several other small projects including one to improve productivity and another to enhance our scheduling tool.• Architected and supported the implementation of a last mile solution to improve customer communication.• Managed the creation and implementation of the cutover plan to move all our core systems to a new data centre.

Bedford, Uk

Responsible for the front office application suite including service and vendor management, change and release management and solution architecture.Achievements• Managed the successful transition of our task scheduling and PDA application to our new data centre.• Solution architect for a new workforce management solution including several new interfaces between our core systems.• Supported the successful implementation of the new workforce management system.• Management and configuration of task scheduling solution that enhanced business functionality.• Upgraded and moved our business monitoring system to increase functionality.

Responsible for Service Management for all Contact Centre and Branch systems including all major incidents.Achievements• Successfully transitioned support to the new teams with no impact to the business.• Supported the distribution centre during the Oracle R12 Implementation.• Implemented a new incident and problem management process and a new change and release process for the UK Business Unit.• Supported the successful transition of our ERP and job management systems to the new data centre.

Responsible for the day to day operations of all applications across multiple business units in multiple countries to the established service level agreements.Achievements • Managed the major incident after the CRM application upgrade to a speedy successful conclusion for the business units allowing the business to bill again.• Upgraded the companies monitoring tool, introducing a new structure, to give the incident management team effective alerting and reporting.• Managed the large number of incidents caused by the mobile application release, to resolve these in a priority order for the business units, including multiple releases to production. • Responsible for defining the support and monitoring requirements for mobile project. • As part of a service improvement plan managed the implementation of a new method for receiving QAS data to ensure that this never expired again on the production system.• Reviewed and implemented improved processes to incorporate the new suppliers in testing, change and release. • Managed the upgraded of the database monitoring tool, which allowed for increased functionality for the DBAs to help support the core systems.• Negotiated an improved third-party contract for Oracle HR and Finance system to ensure that all parts of the service were covered.

Accountable for the support of an integrated enterprise software solution for the Retail industry. Customers include Harvey Nichols, Shoezone and The British Heart Foundation. Line Management of eleven first and second line support engineers and the management of implementation projects.Achievements• Implemented a new problem management process, turning the focus from incident management.• Upgraded the support system to include ITIL functionality and the ability to provide management and customer reports.• Initiated weekly customer reviews with primary customers to improve customer satisfaction.• Implemented a new weekly reporting process to improve customer communication.

Responsible for the management of the Norwich Union’s Lifetime (NUL) WRAP system. Managing all aspects of service management for NUL including client reporting, monthly service review and any required service improvement plans.Achievements• Implemented a new incident and problem management processes using the ITIL framework which improved service quality.• Created an ITIL based change management process with improved communication which also includes a weekly change advisory board.• Updated the monthly report process reducing the duration to produce from 8 hours to less than 1 hour.• Improved communication processes between NUL and Anite to help exceed NULs expectations.• Integral in shaping the new HP Service Centre implementation for Incident, Problem and Change Management for the whole Anite support organisation.

• Service Delivery Manager (Belron Account) - Oct 2004 to Jun 2007• Interface / Data Architect (Belron Dev Project) - May 2004 to Oct 2004• Application Support Manager (Autoglass and Belron) - Jan 2002 to May 2004• Developer and Project Roles (Anglian Water and Autoglass Account) - Jun 1999 to Jan 2002