Penny Jane Smith

• Oversee all the IT changes across the NHS Trust to minimise disruption to the organisation by ensuring all Requests for Change (RFCs) are thoroughly evaluated to ensure they meet compliance, security and operational requirements to aid successful implementation into the live infrastructure to ensure a stable environment.
• Ensure that all change related processes and related documentation are valid. Such as the Change Forward Schedule, Change calendar, Service Manager (the toolset) and the change templates and supporting documentation.
• Responsible for all change related communications and formulating complex communication plans for the Trust in relation to all service impacting change IT activity; this could be in form of updates on the intranet, targeted desktop alerts or email updates to key operational teams.
• Daily close liaison with Trust key stakeholders such as the COO, Capacity Management, CNPs, Internal Comms and key business owners with regard to all change activity in relation to planned downtime and service changes.
• Consulting and coaching stakeholders in Change Management processes as required; in particular new starters within the Informatics Department.
• Chair weekly ITICMG CAB / ECAB in line with agreed guidelines.
• Participate at the weekly EPR vendor Change Meetings and EPR Clinical Advisory Group and Chair Post Implementation (PIR) meetings and complete PIR reports ensuring to ensure lessons learned and continual service improvement in line with best practice.
• Supporting the major incident function and working closely with the Service Desk team and Incident Manager in relation to any Major Incident Review activities which occur as a result of any changes resulting in P1 / P2 incidents.
• Responsible for the collation of the Monthly Change Reporting for senior management team. This includes detailed information around changes in progress, pending CAB review, at PIR status and change classification.
• Ensuring all Changes are closed in a timely manner in line with agreed standards and highlighting any changes that might require supporting documentation such as the CMDB/Wiki to be updated.

• Promoted to substantive role, undertaking responsibilities described above. Fulfilled critical functions as specified.

• Administered Service Desk activities, ensuring efficient handling of calls in line with SLAs.
• Co-ordinated allocation of service desk calls to appropriate consultants for timely resolution.
• Monitored and updated service desk calls to maintain operational efficiency.
• Collated statistics and generated service reports to inform management decisions.
• Managed customer information within CRM system to ensure accuracy and accessibility.
• Facilitated change control process to enhance service delivery.

• Maintained daily documentation on CMDB, change management, and major incident records in accordance with SLAs and ITIL best practices.
• Recorded, evaluated, authorised, prioritised, planned, tested, and implemented changes to ensure stability.
• Facilitated Major Incident and Problem review meetings to identify root causes and assign preventative actions.
• Conducted weekly Change Advisory Board meetings to discuss changes.
• Monitored SLA performance to generate KPI data for senior leadership team.

• Managed daily operations of IT Service Desk to monitor ticket volume and progress.
• Allocated resources effectively to achieve service level targets consistently.
• Coordinated training and staff organisation for optimal shift coverage.
• Oversaw recruitment and managed workloads to ensure a diverse skill set.
• Resolved customer complaints promptly to enhance satisfaction levels.
• Reviewed customer satisfaction surveys weekly to identify performance improvement areas.
• Compiled monthly IT statistical reports for senior management, covering all service aspects.

Undertook 3 temporary Executive

Assistant roles.

• Facilitated effective interdepartmental communication to ensure seamless operations.
• Oversaw website and intranet management, enhancing digital presence for Bryant Design.
• Defined project management processes, including market research and product rollout.
• Coordinated daily administration for Bryant Design, promoting organisational efficiency.
• Collaborated with Procurement, Supply Chain, and Commercial teams to optimise product selection.
• Managed marketing initiatives through in-house magazine, e-newsletter, and sales brochures.
• Resolved customer service issues promptly to uphold high satisfaction levels.
• Organised annual Roadshows and coordinated training events as necessary.