Jennifer Hursey
Aylesbury,Buckinghamshire
Summary
Results-driven Project & Service Delivery Manager with over 10 years’ experience in managing complex telecommunications and infrastructure projects across multiple sites. Expertise in coordinating stakeholders and suppliers to ensure timely project completion and effective issue resolution in live environments. Strong focus on stakeholder management and commercial awareness to enhance customer satisfaction and maintain momentum across concurrent workstreams.
Overview
13
13
years of professional experience
Work History
Project & Operations Lead
dbfb Communications
06.2025 - Current
- Validate new project requests ensuring technical and commercial viability
- Own initial project setup including customer onboarding and internal allocation
- Manage a portfolio of 100+ live connectivity orders across multiple sites
- Coordinated sites, suppliers and project teams to ensure alignment on delivery requirements
- Arrange engineers and ensure readiness for site delivery
- Manage RAMS and site compliance requirements
- Led weekly customer meetings to update on project status and address escalations
- Drive resolution of delivery issues and maintain project momentum
- Identified additional costs and secured customer approval for billing adjustments
- Work closely with Operations Director to resolve complex issues and improve delivery
- Maintain internal system accuracy for support and service visibility
- Audited supplier billing and raised credits as necessary
Head of Operations
Totally Converged Solutions Ltd
02.2021 - Current
- Managed full lifecycle delivery of telecoms solutions including mobile, broadband and telephony
- Delivered mobile, connectivity and telephony solutions including number porting and installations
- Configured and installed telephony systems including E-LG and 8x8
- Managed billing setup and full billing lifecycle including validation and submission
- Provided in-life support across telecoms and connectivity services
- Developed contracts and conducted credit checks to streamline customer onboarding
- Generated usage reports and insights to inform customer decision-making
- Identified renewal opportunities and supported sales teams
- Built solutions and quotes based on customer requirements
- Delivered annual RPI increases across customer base
- Provided customer training and created supporting guides
- Prepared operational and financial data to facilitate business sale process
- Validated accounts data for due diligence
- Produced structured reports and datasets for stakeholders
- Supported organisation and presentation of data for transaction
Operations Team Manager
Citytalk Communications
07.2013 - 02.2021
- Held full responsibility for day-to-day operational delivery across provisioning, engineering and support functions
- Managed performance against KPIs, SLAs and reporting requirements, ensuring accountability and enhancing service quality
- Led, coached and developed teams through structured performance management and training programmes
- Played a key role in scaling the business from 6 to 40+ employees, adapting processes and structure to support growth
- Took ownership of operational decision-making, guiding budgeting and succession planning efforts
- Introduced PRINCE2 principles and structured delivery processes, establishing consistency and strengthening operational control
- Implemented and maintained health & safety processes including risk management and workplace procedures
- Built strong relationships with customers, suppliers and internal stakeholders to support effective service delivery
- Designed and implemented a stock management process, improving efficiency and asset tracking
- Supported transition from paper-based processes to an online intranet system, working with developers to design and test
- Developed internal training materials and customer-facing guides to improve service delivery and onboarding
Education
Sir Henry Floyd Grammar School
Misc
Skills
- Project management
- Operational support
- Process improvement
- Risk assessment
- Supplier coordination
- Budget control
- Process mapping
- Telecom solutions
- Customer relationship management
- Performance monitoring
- Organisational change
- Organisational development
- Team leadership
- Leadership skills
Accomplishments
Awarded 'Excellence in Role' 5 times within a 40+ employee organization
Expertise
- End-to-end project delivery across complex, multi-site environments
- Account and stakeholder management across customers and suppliers
- Operational delivery within live environments
- Risk, issue and dependency management
- Problem solving and delivery recovery
- Commercial awareness including billing, reporting and cost control
- Process improvement and operational efficiency
References
Available upon request
Projects
- Delivered multi-site telecommunications and infrastructure rollouts across complex customer environments
- Managed live delivery environments, taking ownership of problem sites and driving resolution
- Coordinated multiple suppliers and engineering teams to maintain timelines
- Provided structured stakeholder reporting to maintain visibility and confidence
- Operated effectively in high-pressure environments managing multiple concurrent workstreams
Professional Highlights
- Introduced Stock Management Process within the business
- Led move from paper-based orders to intranet system (design & testing)
- Awarded 'Excellence in Role' 5 times within a 40+ employee organisation
- Embedded PRINCE2 principles into operational processes
- Developed training brochures for customers and internal teams
- Achieved PRINCE2 Foundation & Practitioner certifications
- Implemented Health & Safety and risk management processes
Timeline
Project & Operations Lead
dbfb Communications
06.2025 - Current
Head of Operations
Totally Converged Solutions Ltd
02.2021 - Current
Operations Team Manager
Citytalk Communications
07.2013 - 02.2021
Sir Henry Floyd Grammar School
Misc