Rowan Ward
Nottingham,Nottinghamshire
Summary
Accomplished professional with extensive expertise in product lifecycle management and software development processes. With experience in onboarding and offboarding customers on to ITSM software and driving adoption of the digital experience including self service and automation. Demonstrates proficiency in technical specification writing and customer relationship management, driving successful product launches through agile methodologies and customer-centric design. Adept at risk assessment and mitigation, project management, and performance management, with a strong focus on root cause analysis and data analytics. Skilled in change implementation and user experience design, leveraging historical data analysis to enhance relationship management. Career aspirations include advancing innovative solutions that prioritise user experience and drive business growth.
Overview
22
22
years of professional experience
3995
3995
years of post-secondary education
1
1
Certification
Work History
Tools Operations Manager (ITSM)
Capita
Nottingham, Nottinghamshire
05.2022 - 10.2024
- Collaborated with internal/external customers to provide reliable delivery focusing on availability, quality, performance, security and assurance.
- Management of ITSM tools (Primarily BMC on-prem Digital Workplace suite of ITSM tools, however Service Now, HEAT and BMC Helix advantageous)
- Worked with Development teams to understand key opportunities and implement new solutions as appropriate
- Analysis/identification of automation opportunities in ITSM tools
- Provided technical assurance managing build & release management
- Worked collaboratively across business areas to manage acceptance into service for ITSM tools
- Accountable for delivery of team's performance
- Worked closely and cooperatively across business areas to ensure estate coverage across ITSM tools enhancing operational efficiency and workflow automation
- Continuously improve services to predict issues, reduce user impact, and automate resolutions
Business Analyst
Capita
Nottingham, Nottinghamshire
04.2010 - 05.2022
- Established regular Operational Support forums in July 2021 to bring service levels back to acceptable levels resulting in reduced number of aged cases, accountability and contributing to positive cultural teamwork approach
- Lead on deployment of Smart IT, managing customisation, configuration, system testing, model office, training and roll out
- Lead on multiple floor walking (Onsite or Virtual) exercises to support business areas and customers during roll out of Remedy, Smart IT and Live Chat
- Presentation of new processes and functionality through product demos, webinars, and roadshows
- Responsible for validation of enhancements delivered by offshore development team
- Supported management and team ethos, by attending two week visit to work with offshore colleagues based in Pune, India
- Functional design and documentation, including CBT training, Quick Reference Guides and Knowledge Articles
- Testing and test script development to support System Testing and User Acceptance Testing (UAT)
- Promoting Remedy Smart IT and Digital Workplace through Yammer and ad-hoc best practice advice to its user community
- Self-taught UiPath (StudioX) adopter to reduce repetitive activities that are carried out by operational teams and identified external toolset (Effect-Tech) to reduce effort of data management processes
- Lead first onboarding of Capita business unit onto BMC Remedy, leading to successful corporate migration from Omnis to Remedy ensuring that complex, nonstandard Key Performance Indicators (KPIs) and Availability penalties continued to work throughout transition for Building Schools for Future (BSF) contracts
Head of Service Management
Ramesys
Nottingham, Nottinghamshire
09.2008 - 04.2010
- Management of Quality and Security (ISO 9001 & 27001) external and internal audit process
- Responsible for Quality Management System (QMS) and successfully embedded this function into daily culture of the business ensuring that QMS was a key voice for management decisions
- Appropriately scaled and timed data collection and analysis to support performance measurements
- Regular review of operational and delivery teams' overall performance against service including service trends, service achievements and any service exceptions
- Management of complaints and customer satisfaction surveys, in accordance with contract obligations, results used to identify process improvements and compliance
- Regular attendance of key customer Service Delivery meetings to support Service Delivery Management community. (Service penalty conflicts, Customer Surveys and complaints and Process conflicts and/or improvements)
- Management of change control process adopting a culture of shared learning to increase buy-in/adoption of this process across the business
- Identification of any service-related issues of problems that may have arisen in accordance with problem management procedures
- Escalation point for all service quality queries and issues in connection with services, including shared responsibility of the Duty Manager role (High Priority incidents)
- Line management responsibilities for small team, including setting of objectives, regular appraisal and feedback, mentoring
Support Assistant to Delivery Services
Ramesys
Nottingham, Nottinghamshire
05.2002 - 09.2008
- Natural progression from a Support Assistant role to the Delivery Services Director (Personal Assistant (PA) type role to small projects, quality administration/management, production of regular and ad-hoc reports and presenting performance information to customers and acting as an escalation point for service issues.
Education
Bachelor of Arts - Sociology
Manchester Metropolitan University
Manchester, MANHigher National Diploma - Public Administration
Teesside University
Middlesbrough, MDB06.1996
Skills
- Product lifecycle expertise
- Software development processes
- Technical specification writing
- Customer relationship management competency
- Product launch experience
- Risk assessment and mitigation
- Customer-Centric design
- Agile methodologies knowledge
- Verbal communication
- Project Management
- Performance Management
- Root Cause Analysis
- Data analytics
- Change implementation
- Written communication
- Historical data analysis
- User experience design
- Relationship Management
Certification
The Corndel Data Professional Diploma, 11/24/21, Present, UiPath: Process Mining Foundation for Business Analysts, UiPath: Reboot Your Skills (StudioX), BMC Remedy: BMC Helix Digital Workplace Advanced 20.x: Fundamentals Catalog Administering - Part 2, BMC Remedy: BMC Helix Digital Workplace Advanced 20.x: Fundamentals Catalog Administering - Part 3, BMC Remedy with Smart IT 1.0: For Administrators (WBT), BMC Service Level Management 7.6 - Part 1 (WBT), ServiceNow: Adopting a Platform Owner Mindset
Timeline
Tools Operations Manager (ITSM)
Capita
05.2022 - 10.2024
Business Analyst
Capita
04.2010 - 05.2022
Head of Service Management
Ramesys
09.2008 - 04.2010
Support Assistant to Delivery Services
Ramesys
05.2002 - 09.2008
Bachelor of Arts - Sociology
Manchester Metropolitan University
Higher National Diploma - Public Administration
Teesside University
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