Zoe Edwards Email & Phone Number

Morrisville, Nc, Us

Morrisville, Nc, Us

Morrisville, Nc, Us

Results-driven IT Professional with extensive international experience in globalising and growing service delivery operations across international regions. An accomplished leader who demonstrates an excellent range of vendor management, service improvement, change management and ITIL process expertise to drive global service excellence. An impressive “strategy to execution” track record in reducing costs and delivering strong IT services through the management of third-party partners in dynamic and challenging markets.

Tokyo, Jp, Jp

Certified IT PRINCE2 Project Manager, delivering Delivered multiple projects implementing IT infrastructure and end user computing services into new offices across EMEA and the US. Managed cross-functional teams, built and developed partnerships with stakeholders and held those stakeholders to account for the delivery of project activities. Managed and monitored the requirements, solution design, scope, planning, resourcing, budget and successful execution.

Tokyo, Jp, Jp

Directed the delivery Shire's IT End User Computing Services meeting the needs of 8000 users globally. Services included 24/7 service desk, international field support, global video and web conferencing services, desk side support, dedicated executive IT services, identity and access management, IT procurement and mobile device management.

Tokyo, Jp, Jp

Leading a number of teams in the Global delivery of IT Infrastructure services via an outsourced partner. Built and developed stakeholder relationships across EMEA to understand the end user perception of IT and to gather feedback to shape the IT Service Roadmap for the region.

At an operational level the role has been, at different times, responsible for the following functions ensuring that operational targets were met and exceeded and best practice adhered to:• IT Service Desk• IT Problem Management• IT Change Management• IT Major Incident Management• Desktop Support• 24/7 Systems Monitoring and Alerting• Local Network Support• IT Service Requests• IT Service Reporting and GovernanceThe role has involved managing the area through up to six Team Leaders to deliver the above services with focus on motivating teams to continuously improve the way services are delivered. This has required leading the change of mindsets and attitudes achieved by emphasising both the business and personal gain.Whilst performing this role two secondments were completed, they necessitated an accelerated organisational change following acquisitions and involved process design and implementation in line with ITIL best practice.

A junior Project Manager responsible for the Post Implementation of Clarify which was deployed to support the Customer Provisioning Process.

Responsbile for managing the IT Service Desk providing the interface between the business and IT.