Summary
Overview
Work History
Education
Skills
Custom Section
Timeline
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Karen McKendrick

IT Service Delivery Manager (Group Service & Reliability)
Grangemouth

Summary

I am able to effectively plan the use of resources. I can influence with sensitivity and tact, adapting my approach to the needs of the listener, taking pride in the fact that I generate imaginative responses to problems and act under my own initiative. I am calm and collected, flexible and adaptable, with a strong sense of self-discipline. I focus on the achievement of individual and organisational goals and look for ways to do any process better in order to improve my performance and that of others. My ability to communicate in a clear and concise manner, both verbally and in writing, enables me the ability to develop both myself and others. I form effective working relationships and feel that utilising the experience and knowledge of others is an essential part of daily and life development.

Analytical thinker with keen interest in uncovering insights from data to drive business decisions. Demonstrates proficiency in data analysis and critical problem-solving, coupled with strong communication skills. Capable of transforming complex data into actionable strategies, contributing to organisational success.

Overview

22
22
years of professional experience
2014
2014
years of post-secondary education

Work History

Service Introduction Analyst, GSM – SDP -Strategy, Delivery & Performance

Sky Subscribers Services Ltd
Livingston
01.2015 - 04.2025
  • Service Introduction for new or enhanced services
  • I work closely with teams across all areas of the business and internationally to co-ordinate the implementation of new or upgraded services into the live Production environment without disruption to service and ensure adequate support processes are in place
  • These include - Monitoring, Inc & Chg Mgt, Resiliency, Capacity Mgt and Configuration Mgt
  • I work closely with Project Managers to identify and record requirements, ensuring all compliance and regulatory requirements are met
  • I organise and lead conference calls, training and workshops wherever necessary and record and report outcomes to key stakeholders
  • Working to tight deadlines and ever changing requirements it is an often challenging but rewarding role

Environments Analyst, CSG

Sky Subscribers Services Ltd
Livingston
03.2012 - 01.2015
  • Creating Build Plans & process documentation for Dev/Test and Production Services, working closely with teams across Technology & the business to co-ordinate the build & implementation of new or upgraded applications prior to moving into the live Production environment

Service Development Officer – HR Services

Sky Subscribers Services Ltd
Livingston
10.2009 - 03.2012
  • Epayslips Implementation – Project Analyst/Payroll Analyst
  • Tested site functionality prior to roll-out to business, post launch support & training for HR & Payroll teams, created Administrator/User guide docs
  • HR Services Induction – Project Manager (designed & implemented a standardised induction procedure for HR services)

HR Delivery Co-ordinator - Payroll

Sky Subscribers Services Ltd
Dunfermline
11.2007 - 10.2009

Personnel Administrator/Payroll Controller

Schuh Ltd
Livingston
01.2004 - 11.2007

Human Resources Officer /SBATC HR Rep/HSE Rep

Scottish Building (Employers Federation) & SBATC (Scottish Building Apprenticeship Training Council)
Stenhousemuir
02.2003 - 01.2004

Education

ITIL Foundation Certificate - IT Service Management

QA Scotland

ITIL Intermediate Certificate - IT Service Operation

QA Scotland

ITIL Practitioner - undefined

QA Scotland

ITIL Intermediate Certificate - IT Service Transition

QA Scotland

Higher National Diploma - Multimedia Design and Technology

Forth Valley College

National Certificate - Multimedia Design and Technology

Forth Valley College

O Level - English, Biology and Art & Design

Grangemouth High School

Skills

ITIL for IT Service ManagementMicrosoft Office SuiteVisioPhotoshopServiceNow ongoing eagerness to learn

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Custom Section

Effectively plan the use of resources, Influence with sensitivity and tact, Generate imaginative responses to problems, Calm and collected, flexible and adaptable, Strong sense of self-discipline, Focus on achievement of individual and organisational goals, Clear and concise communication, Form effective working relationships and utilise the experience and knowledge of others

Timeline

Service Introduction Analyst, GSM – SDP -Strategy, Delivery & Performance

Sky Subscribers Services Ltd
01.2015 - 04.2025

Environments Analyst, CSG

Sky Subscribers Services Ltd
03.2012 - 01.2015

Service Development Officer – HR Services

Sky Subscribers Services Ltd
10.2009 - 03.2012

HR Delivery Co-ordinator - Payroll

Sky Subscribers Services Ltd
11.2007 - 10.2009

Personnel Administrator/Payroll Controller

Schuh Ltd
01.2004 - 11.2007

Human Resources Officer /SBATC HR Rep/HSE Rep

Scottish Building (Employers Federation) & SBATC (Scottish Building Apprenticeship Training Council)
02.2003 - 01.2004

ITIL Intermediate Certificate - IT Service Operation

QA Scotland

ITIL Practitioner - undefined

QA Scotland

ITIL Intermediate Certificate - IT Service Transition

QA Scotland

Higher National Diploma - Multimedia Design and Technology

Forth Valley College

National Certificate - Multimedia Design and Technology

Forth Valley College

O Level - English, Biology and Art & Design

Grangemouth High School

ITIL Foundation Certificate - IT Service Management

QA Scotland
Karen McKendrickIT Service Delivery Manager (Group Service & Reliability)