Bracknell, England, United Kingdom
Areas of experience/skill: Project and program management (PRINCE2 and PRINCE2 Agile Practitioner, MSP Practitioner) and delivery; stakeholder engagement and collaboration, both local and global; change, problem and Incident management; service introduction; training delivery (internal staff and clients); helpdesk, customer care and customer service management.
Business Change Project Manager: Project manager for Operational Support team with sole responsibility for delivering EMEA-wide audit and reconciliation of assets, including development and implementation of new end-to-end asset reconciliation processes that involve global, company-wide engagement in support of business and process changes that will be bedded in to BAU activity going forward. • Project initiation and definition of required deliverables and governance framework, planning the project, agreeing plans with project board; preparing detailed plans and budgets for each stage; sourcing and allocating appropriate resource (UK, France, Finland, Germany, Milan, Poland and Switzerland). • Matrix management of global, cross-functional teams and collaboration with wider teams to introduce and socialise required cross-business process changes identified and developed through project implementation/delivery. • Ensuring scope, products and deliverables are delivered to agreed time, cost and quality and managing the project on a day-to-day basis - monitoring progress, change control, risks and issues and taking the necessary corrective actions necessary - to achieve benefits realisation. • Reporting progress at agreed intervals to the project board, business and executive stakeholders; routinely engaging and communicating with key business and client stakeholders, highlighting risks and issues as needed. • Implementing new governance framework processes into Operational Support teams so they can initiate, track and deliver on project financials and plans, and provide updates as required; providing coaching and project support to EMEA Ops Support management and teams as required. • Development of internal SharePoint sites in support of project delivery; encouraging use of the PMO program and project management framework and resources available from internal Centre of Excellence.
Financial Services Account Part of a high profile project team responsible for innovative customer process and system change to significantly improve customer offerings and customer service – for example, conversion to online customer access, simplifying request, processing and contact mechanisms as well as customer tracing and redress projects, system development and decommissioning of legacy systems, fund transfer and closure projects. • From customer request (via discussion or submission) initiating a project, collaborating and engaging with customer, business units and various third party suppliers to develop a delivery plan - costings, resourcing, assumptions and risks to specified project timeline and budget - for delivery approval. • Ensuring scope, products/deliverables are implemented to agreed time, cost, quality, TCF and compliance objectives, managing the project on a day-to-day basis to deliver to agreed project plans; taking the necessary corrective actions. • Reporting progress at agreed intervals to the project board and executive stakeholders; routinely engaging and communicating with key business/client stakeholders. • Provision of projects’ financial and status updates for PMO governance processes. • Leading, mobilising, managing, coaching and motivating teams to ensure that changes and desired benefits are achieved and transitioned to BAU. • Working with area managers, portfolio managers and project teams to integrate change management activities into the project plan. • Working with the Project Sponsor to identify the business benefits of the change which are then tracked and reported throughout the project. • Working on several projects at a time with budgets in excess of £1m, durations of 6 months to 2 years, across operations, business and IT areas, matrix managing global teams across several work streams, i.e. operational, business change, IT, Technical, Risk and Compliance, and third party suppliers.
Monitoring and reporting on service management levels and key performance indicators for internet service provision of BBC's online services, working closely with the Service Managers. Also responsible for change and problem management processes and systems, providing final approvals for changes to be implemented. Took on the role of Service Introduction Manager for local projects for implementation of projects and changes for BBC's online services and associated tools/processes.
(Two year FTC contract onsite at London 2012 Organising Committee) • Responsible for managing the Change Management Process and its policies end-to-end. • Managed the (bespoke) Servicenow Change Management system, including testing of new releases of the application, managing bug fixes and improvements to the system, and subsequent roll-out to users including developing classroom training and eLearning materials and providing training to all London Olympics IT and support staff. • Created and maintained the IT Staffing project plan, schedule and rosters for the London 2012 Olympic Games (including Test Events and Disaster Recovery Events) and issuing allocated IT equipment, i.e. mobiles, laptops, etc. as well as supporting Home Office clearance and relevant country/site access badges.
• Money Guidance National Rollout (NRO) Project Support - managing RAID logs and plans, secretariat for meetings, providing governance for three projects (National Roll Out, CFEB Re-branding and Regulatory Boundary) alongside NRO project manager. • Implemented and managed a combined project plan for all six work streams of CFEB for regular reporting to Heads of Department and the Senior Management Team, highlighting and addressing dependencies clearly. • Project management of digital product development, implementing a project management framework into the digital product team.