Nantwich, England, United Kingdom
• Leading the CGI ServiceNow Advisory Practice in the UK, identifying new opportunities and defining key offerings • Overseeing all active ServiceNow advisory and implementation projects, ensuring client satisfaction and successful project delivery.
Key Achievements in this role: Initiation and delivery of an Agile Programme to drive automation across all areas of the operation, improving service quality, service assurance and cost savings/avoidance. Responsibilities: - E2E ownership of delivery of all services to key R&S customer - Leadership of a team of 5 Service Managers, >60FTE offshore support staff, and a Projects team of c20FTE - Management of a c£25m P&L, with full accountability of Project Margin across the account - Delivery a Critical to Quality workshop with the customer to identify and drive key service improvements - Relaunching the account model to focus Service team on customer intimacy and knowledge, rather than internal Atos view of how service is delivered - Focus on agile approaches to managing service including improvements to Risk Management and CSI - Delivering cost savings and profit improvements - Defining automation strategy and execution of the plan
Key Achievements in this role - Successful migration of c150 customers and >500k CI’s in first 18 months of the programme - Delivery of >€7m cost saving globally through phasing out of legacy Tooling Responsibilities: - Accountable for the migration and transformation of all Atos customers globally to the Atos Technology Framework (ATF) v2 /ServiceNow platform, budget of €4m pa - Leading the development of an industrialised Managed Service model within ServiceNow to improve quality and cost of delivery across Atos - Building global and regional teams to deliver the programme, including set up of a migration factory in Pune, India - Acting as Business Change Manager across global organisation to drive delivery of the programme and transformation of the Managed Services business - Accountable for the removal of local/legacy tools globally and alignment to strategic standards - Driving Automation initiatives (infrastructure and end-user requests) - Defining and executing an offshoring programme for over 100 roles across 7 GBUs
Consulting engagements including Barclays, Carphone Warehouse and TalkTalk
Career break
Independent Service Management Consultant