Member Profile - IT Consultants Direct Ltd

CURRICULUM VITAE

Personal Details

Date of Birth: 04^th December 1968

Full UK Driving Licence

Availability :Immediate

Brief Summary

[snip] is an experienced SC-security cleared, ITIL “red badge” certified, and PRINCE2-qualified specialist.

Most recently [snip] was a Customer Solutions Architect specialising in the Service & Enterprise Management practice with Fujitsu Services.

[snip] has worked with a variety of UK government departments, government agencies, financial institutions, major retail organisations, and international logistics organisations, to produce quality text for use in bid tenders and delivery of ISO/IEC 20000/BS 15000/ITIL-based service management projects as lead architect/designer, subject-matter-expert, transition manager and/or support manager. Her contribution and expertise ranges from the bid response text, service design, detailed process design and implementation, training and tools selection and implementation.

[snip] is a member of the itSMF and is conversant with ISO/IEC20000-based service assessment, definition, deployment and operation.

[snip] previous employment also includes Critical Incident Manager, Problem Manager and Migration Project Manager roles with DHL for ten years and technical implementation specialist and support roles within the Met Police for ten years.

Over 22 years IT industry experience, most recently with ISO/IEC 20000 and ITIL-based service design, development & deployment as well as project management of medium scale complex, systems. [snip] is a registered PRINCE2 practitioner and accredited ITIL Service Management Manager ("Red Badge"), is commercially aware, has extensive international experience gained from her current and past positions.

[snip] has experience in people management through coaching / mentoring and High Performance Team facilitation.

[snip] was the Service Architect for national and international bids (Project October 375m), responsible for leading a team between 1 and 3 people in providing text describing the methodology, solution and costs in response to the customers requirements.

The role required the production of a service framework, which would be implemented to provide the ongoing management of the solution, costs and the collation of text from the team that would provide a detailed definition of the planning, policy/process production, Service Delivery organisation and identification of appropriate toolsets in line with client’s requirements. [snip] was asked by the name to join the bid team and coach Service Architects through the bid process in regards to Service Management.

[snip] was the Service Architect, responsible for the design and implementation of ISO/IEC 20000-compliant solution.

The role required the creation of the Approach and Terms of Reference documentation, a review of existing processes and the creation of the detailed end-to-end service design, planning, policy/process, and co-ordination of technology implementation (centred on clients own toolset) whilst liaising with senior client and third party supplier stakeholders.

[snip] was the Lead Service Architect for national and international bids, responsible for leading teams of between 1 and 3 people in providing text describing the methodology and solution in response to the customers requirements.

The role required the production of a service framework, which would be implemented to provide the ongoing management of the solution, and the collation of text from the team that would provide a detailed definition of the planning, policy/process production, Service Delivery organisation and identification of appropriate toolsets in line with client’s requirements. [snip] was asked by the Totale bid team to coach new Service Architects through the bid process in regards to Service and Enterprise Management.

[snip] held two roles within this assignment she was the Service Architect for the prime contractor of the HR business process transformation programme for the [snip], responsible for delivering a Service Management processes for a Business Process Outsourcing service, and the Lead Technical Service Architect responsible for leading a virtual team of 12 people to deliver the underpinning Service and Enterprise Management toolsets.

The Service Architect role required the expansion of the standard ISO/IEC 20000 service management processes and procedures and expanding them to cover the HR Business Processes.

The Technical Service Architect role required contractual management of major sub-contractors, management of Fujitsu Services internal subject matter experts, project planning and management, end-to-end Service Desk, CMDB, Service Reporting, monitoring and Change Management toolset design.

As the Service Architect for a number of national and international bids, [snip] was responsible for reviewing the client’s requirements and designing the end-to-end Service Management and Enterprise Management solutions.

The role required the production of a response text based on the providing a methodology and service framework, which would be implemented to provide the ongoing management of the solution. The text would provide a detailed definition of the service planning, policy/process production, Service Delivery organisation and identification of appropriate toolsets in line with client’s requirements.

As Lead Service Architect for the Bid £150m, [snip] was asked to take responsibility for the Service and Enterprise Management streams and create the response text to the customers tender.

The role involved leading a team of 4 subject matter experts, combining her project management skills and her strong ITIL service management knowledge to shape the detailed end-to-end service design, policy/process, service management organisation and toolset pilots. [snip] had to work with two 3^rd party partners to ensure all the solutions dovetailed into each other and collated all costs for the deployment of people, processes and technology for input into a scenario based cost model by the financial team.

The bid was lost on misinterpretation of the cost model provided by the customer by the bid team.

As the Service Desk Support Manager, [snip] took over the management of the Peregrine Service Desk Support team (16) supporting the Fujitsu Services shared Service Desk toolsets.

The role involved transitioning the team from one area of the company to another, whilst the day-to-day team management activities were met, ensuring that the Service Level targets for each customer were being exceeded. [snip] implemented a company wide change freeze on the shared service after capacity was exceeded and availability impacted She used her project management experience to plan and implement a new shared service desk in a very short timescale (£80k)

As the Service Architect for the [snip], [snip] took over responsibility for the review of the previous design and compared it against the client’s requirements and the [snip]. The results of the review lead to a redesign of the Service Management and Enterprise Management toolset solution. [snip] created the Operating Service Architecture document which and the Service Management processes and procedures. Using her experience and skill as a project manager she planned and implemented a pilot solution to prove her vision and concept to the team and customer.

Outside of work, [snip] main interests are gardening, improving her very little language skills, travelling and reading.