Gemma Williams

· Led complex, cross-functional initiatives, bringing together multiple stakeholders to deliver improvements to service capability and user experience

· Drove increased adoption and engagement across technology platforms by introducing structured processes aligned to business and security requirements

· Partnered with internal teams and senior stakeholders to improve visibility and optimise utilisation of technology services and resources

· Developed and embedded the Business Relationship Management practices for IT Services, strengthening alignment between technology and business priorities

· Improved operational performance through proactive analysis, issue resolution and implementation of continuous improvement initiatives

· Provided regular insight and reporting to senior stakeholders, including attending monthly senior leadership team meetings with our CEO, highlighting risks, trends and opportunities to enhance service delivery

· Facilitated collaboration across technology and business teams to resolve complex issues and deliver shared outcomes

· Strengthened governance and compliance by improving processes aligned to risk and security requirements

· Defined and implemented the Vendor Management operating model, establishing governance frameworks, vendor tiering and performance structures across the technology estate

· Managed strategic Tier 1 suppliers including global providers such as Microsoft, driving performance, strengthening relationships, and aligning roadmaps to business and technology strategy

· Managed and developed a Vendor Management team, including a Junior Vendor Manager, Vendor Analyst and Vendor Management Coordinator. Driving capability, performance and consistency across vendor processes

· Maintained strong relationships with senior stakeholders across Technology, including security and architecture teams, ensuring supplier services met business, risk and compliance requirements

· Led regular service reviews and executive governance forums, providing clear performance insight, risk visibility, and driving continuous improvement initiatives

· Developed and embedded vendor onboarding, risk management and compliance processes, improving governance and supplier assurance

· Acted as an escalation point for complex supplier issues, successfully resolving disputes and protecting service continuity

· Managed the full lifecycle of IT suppliers, from sourcing and onboarding through to performance management, renewal and exit

· Negotiated and managed contracts with large, complex technology suppliers, such as Google, Citrix, Cisco. Delivering cost optimisation while improving service and contractual outcomes

· Established strong Supplier Relationship Management practices, enhancing collaboration and driving better performance from key vendors

· Worked closely with internal stakeholders, including senior technology leaders (CEO, CISO, CPO) to ensure supplier services aligned to evolving business needs

· Monitored supplier performance against SLA’s and KPI’s, holding vendors accountable and implementing improvements where required

· Partnered with legal, information security governance and business continuity teams to ensure robust contract governance and mitigate supplier related risks

Relationship and Contract Management | Severn Trent Water

March 2023 – September 2023

Assistant Wholesale Contract Manager | Water Plus (Severn Trent Water & United Utilities JV)

January 2019 – March 2021

Sales Support Manager | Water Plus (Severn Trent Water & United Utilities JV)

October 2017 – January 2019

Senior Key Accounts Manager | Water Plus (Severn Trent Water & United Utilities JV)

March 2016 – October 2017