Kate Hayden

• Overall accountability for the Service Desk, Field Engineers, Service Management, Operational Support, Infrastructure and Networks team within a fully ITIL aligned environment.
• Coordinated cross-functional teams to deliver projects within deadlines.
• Upgraded hardware and software regularly for optimised systems performance.
• Led patch management to facilitate seamless update and maintenance service.
• Spearheaded technology innovation initiatives fostering a culture of continuous improvement.
• Directed operations for seamless integration of new technologies, improving overall efficiency.
• Streamlined processes by introducing automation tools, boosting productivity.
• Liaised with service users and business managers to meet computing requirements.

• Accountable for IT support and service delivery to c.4000 internal customers within Wessex Water and the YTL UK Group
• Responsible for overall performance to agreed SLAs and KPIs
• Managing a budget of c. £1m
• Member of the Diversity & Inclusion sub-group for Wessex Water
• Mentor for individuals both within IT and the wider group
• Includes 1st line Service Desk, 2nd line Operational Support and Service Management (fully ITIL aligned)
• Accountable for service management best practice processes & policies and the overall IT support strategy
• Building and maintaining important working relationships with all functions of the Wessex Water and YTL Group, delivering exceptional levels of customer satisfaction
• Passionate about the development of people within both the IT

• PRINCE2 qualified

• Successfully managed the delivery of a number of capital projects and programmes for the organisation, for both hardware and software
• Managed project team work packets, RAID logs, budgets, stakeholder management and benefits realisation

• Managed the 24x7 Operational Control Room for Wessex Water
• Overall line management for 4 teams working various shift patterns around the clock
• Teams responsible for scheduling of reactive and planned work for Operations staff, monitoring of telemetry alarms and handling customer calls
• Highly pressurised environment working to tight SLAs and KPIs in a business critical function