Implementation Manager

• Oct 2022 - Present

IT Service Owner

• Feb 2022 - Sep 2022

• Lead a team of Service Managers and indirectly the Application Managers reporting to Service Managers.• Overall accountable for on time, on budget, and on quality delivery of services in my portfolio.• Deliver on improvement initiatives that increase value to the business.• Negotiate and manage external service contracts.• Manage a yearly operating budget of ~10 million USD + investments.

IT Service Manager

• Jan 2018 - Feb 2022

• Lead a team 8 Application Managers covering 17 global applications.• Overall accountable for on time, on budget, and on quality delivery of services in my portfolio.• Deliver on improvement initiatives that increase value to the business.• Negotiate and manage external service contracts.• Manage a yearly operating budget of ~4 million USD + investments.

ITGC Sustainability Lead (Temporary)

• Mar 2020 - Mar 2021

• Drive sustainability of internal controls over financial reporting.• Act as a liaison between application teams, external consultants, external auditors and internal compliance.• Drive initiatives aimed at improving the timeliness and quality of control execution.• Negotiate contracts with external providers for internal control performance or consultation.

IT Application/Project Manager

• Oct 2014 - Jan 2018

• Responsible for delivering IT services and projects on-time, on-budget and on-quality.• Oversee on-premise Developers, Application Specialists, and additional 3rd party service providers.• I was responsible for the cost model, support model, new feature road map, and release management.• I was also responsible for obtaining local business buy-in and managing integrations with existing systems.

Business Analyst and Release Manager

• Aug 2012 - Oct 2014

• Document business and functional requirements.• Manage stakeholder change requests and ensure they are implemented as described.• Plan the scope of new releases.• Implement release management processes.• Ensuring application quality.

Contractor

• Jul 2012 - Jan 2016

Contracted to ABB Contracted to ABB

English Teacher

• Sep 2011 - Jul 2012

Prepare and teach Conversation and Callan English lessons to ESOL students. Prepare and teach Conversation and Callan English lessons to ESOL students.

Operational Support Designer

• Jan 2010 - Jun 2011

Work with business and project teams to assess/document the support requirements for all new software/hardware added to the Telecom network.Work with business and project teams to assess/document any project impact to existing teams and systems. Adhere to project goverance framework.Meet project budget and timeframe targets.

Technical Analyst

• Feb 2009 - Jan 2010

Technical subject matter expert.Assisting with tasks related to transition and Team Manager Duties.Monitoring incident management quality during the transition.Writing and updating standard operating procedures aligned with ITIL.Coordinating and deploying training.Mentoring of CSR’s (post training).Writing transition plan elements and ensuring all transition milestones are met on time.Engaging and updating all transition stakeholders at agreed intervals.Negotiating OLAs between tiers.Writing test cases for Business Acceptance Testing. Show less

Customer Service Representative

• Feb 2007 - Feb 2009

Managing Corporate Cisco routers.Managing proactive alarms of Cisco routers for Corporate Customers.Managing issues with customers phone lines (PSTN, ISDN and VoIP).Co-ordinating dispatch to technicians in other tiered levels.Identifying best solution by conducting a needs analysis and obtaining agreement from the customer to implement next steps.Taking ownership and prioritising received provisioning, billing enquiries, arranging service restoration, escalating restoration issues as per procedures, updating customer records as agreed and documentation of records.Maintain up to date knowledge of products, procedures and policies to ensure highest and best customer solutions.Develop and maintain strong business relationships with key process partners within Telecom.Develop and maintain strong relationships with 3rd party service partners. Show less