Marie Dodds

Creating a reinvigorated vision for Compliance by Design within Vodafone Business UK.

Building upon the existing foundation, to raise the profile and awareness of the Security Operating Model (SOM) within the organisation.

Through strong interactions with key stakeholders and internal customers I am building a wider contact base.

These interested parties are gaining a clearer understanding of the importance of Governance/ Compliance within the industry and Geopolitically to protect Vodafone and our customers.

• Identified new customer segments and target audiences to expand reach of GP Sales Hub
• Analysis of tickets & Sales feedback to identify trends and update strategies.
• Optimised sales processes to best engage, acquire and retain internal customers.
• Supported front-line OPCO sales and Digital Sales teams, with well-coordinated administrative operations.
• Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities into Accenture for the Mobius Portfolio
• Reviewed and incorporated performance data and client feedback to inform continuous improvement initiatives on GP Sales Hub.

Delivering Cyber Security support to Vodafone Business customers through our Cloud & Security Central desk.
Responsible for the analysis and resolution of requests covering however not limited to:

Vulnerability and Threat Management
GDPR Data Breach, Individual Rights Requests and Incidents
Cyber Security Incident management
Customer In-Life and Pre-Sales Audit/Questionnaire requirements
Pre Sales support for Security assessments
Supporting all Vodafone Business OpCo Sales communities, via Get to Market enablement activities, Spain, Italy, UK, Netherlands, Portugal, South Africa and Germany
Supporting Sales feedback into the business covering our Security Portfolio partnered with Accenture

Technical reviews of the infrastructure to provide clear visibility of the performance and potential problem areas on the solution.

The reviews focus on Capacity/Performance management, Service Continuity & Risk management and Collaborative technical enhancements.

-Enhanced reporting covering Service Continuity reviews and planning
-Performance analysis
-Capacity Management and planning
-Identification of bottle-necks and operational issues within the solution infrastructure
-Recommendations and observations
-Analysis and interpretation of solution statistics
-ITHC Co-ordination with external providers through to Remediation of findings
-Risk Register ownership, escalation & accountability into SLT decision makers

Delivery of agreed support services.
- Reporting against and maintaining SLA deliverables with MOJ.
- Management reporting, as contracted with MOJ.
- Owning and managing escalated issues.
- Managing relationships between Cable & Wireless and the CJO support organisations and others, as required.
- Ambassador for the customer within Cable & Wireless.
- Acts as parallel escalation point with the support/management functions – engages Incident Management.
- Primary Point of Contact for appointed customer contacts for day-to-day issues and queries.
- Awareness of Pre Sales activities and involvement in project management related activities.
- Conduct monthly service reviews with MOJ Service Delivery Manager.
- Conduct satisfaction reviews.
- Conduct monthly service reviews with 3rd Party Providers.
- Conducts six monthly SLA & OLA reviews.
- Conducts six monthly process reviews.
- Oversee all change requests via the Change Management process. Including ITHC, patching programmes, EOL/EOS and Certificate/Licence Renewals
- Oversee co-ordination of maintenance windows, planned vs. emergency.
- Liaise with supporting departments/functions to ensure process adherence.
- Identify and co-ordinate resolution of any process disconnects.
- Initiate and conduct Service Improvement Plans (SIPs).

Senior Manager - Customer Services EMEA MCI

Launched the Service Management team, the successful outcome led to a Senior Management position within EMEA Customer Services Senior Management Team.

Utilising skills from previously managing the outsourced BT Voice Messaging Helpdesk & running the EMEA Multi Lingual Octel Technical Helpdesk and Order Management teams at Lucent Technologies/Avaya

Key Achievements in that role were:

- Conducting audits against the various helpdesks around Europe with the aim to restructure and rationalise down the numbers post "Chapter 11"
- Learning from the "Best Practice" procedures identified during these audits to produce an ultimate support guide for the remaining helpdesks
- Creating customer service training schedules and structured tests to keep representatives fresh