Jane Williams
Birmingham,England
Summary
IT service operations expert with extensive experience in leading teams within multi-business outsourcing settings. Skilled in creating collaborative work environments that drive team motivation and performance. Effective communicator with a focus on achieving operational excellence. Open to new roles that utilize leadership and management capabilities.
Overview
29
29
years of professional experience
1
1
Certification
Work history
Problem and Change Team Manager
Serco
Solihull
2019.06 - Current
- Process owner for both Change and Problem Management.
- Point of contact for early life support for new business
- Act as escalation point for emergency changes and major incident resolution.
- Out-of-hours Duty Manager for managing escalations and coordinating emergency change.
- Cultivated a strong rapport with team members, fostering an inclusive and collaborative workplace environment.
- Achieved higher team efficiency with regular training and mentoring.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Coordinated with various departments for seamless workflow.
- Developed action plans for continuous process improvement initiatives.
- Handles negotiations with outside vendors and service agencies to meet group needs.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Monitored health and well being for better work/life balance in the teams
- Provide cover for Head of Service and Operations when required.
Service Desk and Problem Manager
Halfords - Head Office
, England
2015.04 - 2019.06
- Line Manager for 8 service desk agents and 3 shift leads to support effective IT services across shops and autocentres.
- Collaborated with senior leadership to help establish strategic objectives for problem management and service desk.
- Supported monitoring of KPI measures in ServiceNow to identify trends and report on service improvements including incident reduction.
- Facilitated management of key suppliers through regular service reviews to address SLAs and assist in implementing service improvement plans.
- Recognised potential risks to minimise company vulnerability to major incidents.
- Improved operational efficiency by developing and implementing problem management processes.
Problem Management Team Lead
SCC
Birmingham, England
2014.09 - 2015.03
- Managed team of 6 problem managers in shared services environment.
- Supported day-to-day operations for internal stakeholders and customers.
- Assisted in reducing repeat incidents and implementing long-term solutions through change management process.
- Monitored staff performance levels thorough SMART objectives
Problem and Service Manager
Serco Solutions
Birmingham, England
1997.07 - 2014.08
- Problem Management Documentation owner for multiple ITIL service areas supported by Share Point Content Management.
- Introduction of new and existing services into shared service centre based on service catalogue/portfolio integration of services.
- Day to day management of Incidents, highlighting trends and issues.
- ISO20000 internal lead role with responsibility and accountability for process governance for Problem Management
- SLA and OLA Management to drive business services amongst service providers and third parties.
- Key stakeholder for Problem Management reviews to support risk assessments, workarounds and mitigation of Capacity or Availability related known issues.
Education
St Philips College
West Midlands, EnglandSkills
- Decision making precision
- Staff recruitment
- Problem-solving expertise
- Team Leadership
- Stakeholder and vendor management
- Microsoft Office Suite
- Incident management
- Continuous service improvement
- Agile methodology
- Change implementation
- Negotiation techniques
Certification
ITIL practitioner
Licence to Lead
Timeline
Problem and Change Team Manager
Serco
2019.06 - Current
Service Desk and Problem Manager
Halfords - Head Office
2015.04 - 2019.06
Problem Management Team Lead
SCC
2014.09 - 2015.03
Problem and Service Manager
Serco Solutions
1997.07 - 2014.08
St Philips College