Re-engineered and documented problem management processes which significantly reduced failed changes.
Successfully project managed a key turnaround initiative for a service delivery function within Casenove Merchant Bank involving handling major incident, problem and change management functions.
Increased SLA achievement by 28% and reduced penalty clause payments/costs resulting in regaining over £85,000 revenue within 4 months of initiation.
Provided strategic and governance advice for the technical side of IBM outsourcing bids, producing value propositions and sales presentations resulting in major outsourcing wins including: NTL £20M/5 year contract.
Rewrote and authored solution overview documents, coordinating technical and transition teams and managing programme risks and issues. Received an IBM award for contribution to NTL/new business.
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