Naheeda Toor
Leeds
Summary
A versatile, hard working and totally committed individual who has a strong will to succeed. Decisive conscientious, flexible and able to act on own initiative. Adaptable, energetic, enthusiastic with the ability to work effectively under pressure. A logical problem solver with good planning skills. Excellent communication, presentation and negotiation skills at all levels. Totally self motivated team leader who is able to motivate all other team members to obtain objectives and targets.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Delivery Manager/Delivery Lead
EMIS/Optum
08.2022 - Current
- Delivered service delivery strategies to enhance operational excellence and improve customer satisfaction
- Championed ITIL best practices to streamline workflows and reduce incident resolution times
- Strengthened stakeholder relationships, identifying continuous improvement opportunities to drive efficiency
- Led service reporting, analytics, and governance using data-driven insights for informed decision-making
- Owned and executed continuous service improvement initiatives, including internal tool optimisation
- Acted as the primary escalation point and mentor for the Service Delivery team, supporting performance growth
- Key Projects Delivered:
- Project Knowledge: Improved customer deflection by enhancing self-help content and maintaining accurate knowledge base articles
- Process Documentation: Led audits and refresh of outdated documentation, aligning with current practices
- Automation Data Request: Streamlined data request process, improving turnaround times and data accuracy
- Telephony Improvement Project: Modernised telephony systems and introduced enhanced IVR options
- PagerDuty Integration: Managed integration of PagerDuty as Project Manager, enhancing incident response and cross-team collaboration
- FourteenFish Service Desk Migration: Oversaw post-acquisition migration of Zendesk into EMIS’s ServiceNow platform, ensuring continuity and alignment
Project Planner General Merchandise
Asda
11.2018 - 08.2022
- GM own brand packaging activity lands in store on time, through the co-ordination and management of critical paths and the GM process across all category projects
- Managing all stages and stakeholders within the process, driving right first time, on time behaviour to deliver an efficient and effective artwork process
- Creating bespoke critical paths for fast track, special buys & promo launches
- Chair key Project Meetings for individual categories, agreeing key actions and driving resolutions for late running projects. All meetings clearly minutes, and actions followed up
- Brief and co-ordinate supplier artwork for nominated categories
- Reporting completion of weekly RAG (Red Amber Green) report. Preparation of weekly reports for category meetings/communication
- Day to day coaching for suppliers and identification of supplier training needs
- Trading, integration and category aligned. Attendance at trading huddles. Full visibility and accessibility for trading contacts
- Design Team, communication of project statuses and category alignment with designers
- Artwork account managers, weekly 121's with account managers
- Packaging Technologist, day to day coaching and influencing to ensure key tasks are completed on time
- Operations, attendance at cannonball meetings
Project Manager
JPG (Asda Account)
12.2012 - 11.2018
- Managed the creation and amendments to packaging on all Asda brand
- Based on site at Asda providing centralised artwork for Own Brand packaging
- My main duties were to act as a point of contact between the Asda design managers and our artwork team to ensure all design work adhered to strictly controlled guidelines
- Worked with brand / product managers to create packaging for all NPD and Re-Branded products, ensuring accuracy and guidelines are met, including Health & Safety regulations and recycling information
- Acted as “brand guardian” to ensure brand guidelines are adhered to
- Developed strong relationships with all internal and external stakeholders, including key Asda personnel
- Pre-empted and resolved issues through effective planning and communication
- Lead preproduction meetings with Asda product managers, design agencies, copy writers and photography agencies for all NPD and Re-Brand projects
- Ensured accurate cost tracking across all projects through to invoice
- Detailed recording of project detail to enable KPI reporting and transparency to the business
- Project progress reporting and key date tracking was also a large proportion of this role and I was responsible for ensuring all stakeholders completed their assigned tasks within the critical path deadlines, and reporting daily against these
- I was senior member of the team and in the absence of the Account Manager I would need to manage the team
Account Manager Result Communication
01.2010 - 11.2018
- Additional Roles in Account & Project Management:
- Account Manager GMG Services- Asda Account
- Account Executive Fourninety Ltd- Argos Account
- Managing marketing, branding, and packaging projects. Developed expertise in client relations, project coordination, and print production processes.
Education
BA (Hons) - Marketing
Huddersfield University
01.2007
AVCE - Business & IT
Huddersfield New College
01.2003
10 GCSEs - including Maths & English
Newsome High School
01.2000
Skills
- Cross-functional IT projects
- Packaging projects
- Packaging development
- Artwork management
- Supply chain coordination
- System integrations
- Digital transformation
- Agile methodologies
- Waterfall methodologies
- Stakeholder management
- Vendor management
- Packaging suppliers management
- IT service providers management
- Process optimisation
- Quality control
- Regulatory compliance
Certification
- Agile Practitioner, 01/01/23
- ITIL Foundation Certification, 01/01/23
Languages And Interests
Fluent in Urdu, Fluent in Punjabi, Participate in charity runs, Outdoor sports
Timeline
Service Delivery Manager/Delivery Lead
EMIS/Optum
08.2022 - Current
Project Planner General Merchandise
Asda
11.2018 - 08.2022
Project Manager
JPG (Asda Account)
12.2012 - 11.2018
Account Manager Result Communication
01.2010 - 11.2018
BA (Hons) - Marketing
Huddersfield University
AVCE - Business & IT
Huddersfield New College
10 GCSEs - including Maths & English
Newsome High School
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