Emma Cox
Project Manager at Cisiv Ltd- Claim this Profile
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Bio
Credentials
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ITIL V3
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Service Level Management
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Experience
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Cisiv Ltd
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United Kingdom
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Software Development
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1 - 100 Employee
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Project Manager
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Aug 2018 - Present
Project delivery of real world novel technology solutions to Global Pharmaceutical, Biotech companies, research organisations and academia. Project delivery of real world novel technology solutions to Global Pharmaceutical, Biotech companies, research organisations and academia.
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Cegedim Healthcare Solutions UK
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United Kingdom
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Information Technology & Services
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100 - 200 Employee
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Service Operations & Project Manager
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Jan 2016 - Jan 2018
I was approached by the business to join a newly formed company under the cegedim umbrella. The company's strategy was established a customer focused service operations and projects office to deliver business critical services into the healthcare market. My role incorporated designing and delivering a technical support model to monitor the NHS approved electronic clinical messaging system for new contracts I was approached by the business to join a newly formed company under the cegedim umbrella. The company's strategy was established a customer focused service operations and projects office to deliver business critical services into the healthcare market. My role incorporated designing and delivering a technical support model to monitor the NHS approved electronic clinical messaging system for new contracts
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RESIP DRUG DATABASE UK LIMITED
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United Kingdom
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Chemical Manufacturing
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Service Delivery Manager
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Jan 2015 - Feb 2016
A secondment project to define and implement the service deliverables to support the company’s contracts with internal and external customers. The project incorporated devising many operations within the ITIL service practises from creating a service strategy to agreeing SLA and implementing a new service desk. Personal Attributes Skilled in implement processes and service introduction/improvements across all areas of service Skilled communicator, able to influence across boundaries Able to forge strong relationship with stakeholders Track record of delivering projects to high standards and ahead of schedule. Using Agile methodology to manage and implement service deliverables to meet the company and customer requirements Show less
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Cegedim Healthcare Solutions UK
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United Kingdom
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Information Technology & Services
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100 - 200 Employee
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Service Desk Manager/Service Level Manager
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Jan 2013 - Jan 2015
In 2013 the role progressed to include Service Level management to meet the business strategy. I was responsible for maintaining the service relationship with five large corporate customer including the company’s largest client, these included Boots, ASDA, Morrisons, Superdrug and Sainsburys
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Incident Manager
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Jan 2009 - Jan 2015
Was responsible for managing a technical service desk to support over 6000 customers’ software, hardware and network issues in line with the business SLA. During this time I was involved in the service desk transformation plan, the aim was to increase customer retention. All processes, people, tools and working practises were reviewed and improvements implemented to increase productivity and capability and customer satisfaction. Throughout this role, the support changed significantly to accommodate the government changes for the NHS to become paperless, this created more opportunities for technology improvements and enhancement to deliver clinical safety and electronic messaging. Show less
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Problem Manager
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Aug 2006 - Dec 2009
I successfully identified and prevented problems from occurs/reoccurring. I reviewed and implemented improvements for the customers and the business. I managed the relationship with key suppliers and introduced performance improvement plans when standards dipped.
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Cegedim Healthcare Solutions UK
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United Kingdom
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Information Technology & Services
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100 - 200 Employee
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Service Desk Supervisor
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2004 - 2006
I was promoted to a supervisor within a year of my employment. I was responsible for managing a tier 1 team and assisting with escalations and the team development plans I was promoted to a supervisor within a year of my employment. I was responsible for managing a tier 1 team and assisting with escalations and the team development plans
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Laurel Pub Company
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Hospitality
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1 - 100 Employee
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Service Desk
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Aug 2002 - Jun 2003
worked part-time while studing at university worked part-time while studing at university
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Whitbread
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United Kingdom
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Hospitality
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700 & Above Employee
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Service Desk
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Sep 1999 - Jun 2003
used to work part-time while studying at university. Supporting whitbread companies software including restuarants, pub and hotels. used to work part-time while studying at university. Supporting whitbread companies software including restuarants, pub and hotels.
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Education
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1999 - 2003
University of Bedfordshire
BSC, Sports Therapy -
global knowledge
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