Sarah Cooper

Operational Management:

• Oversaw the seamless operation of Service, Project, Finance, and HR functions, ensuring cohesion across all departments.

IT Service Management:

• Successfully implemented an ITIL service desk, enhancing efficiency and customer satisfaction.

Project Management Enhancement:

• Spearheaded the implementation of blended Prince2 Agile project management processes, optimising project outcomes and improving project delivery deadline targets.

Resource Management:

• Implemented robust resource management strategies, ensuring optimal resource allocation, identifying bottlenecks, and forecasting future recruitment needs.

Budgetary Management:

• Held budgetary responsibility for all service and project contracts, ensuring financial prudence and accountability.

Forecasting Expertise:

• Led forecasting initiatives, providing insights into future organisational needs and facilitating proactive planning.

Strategic Planning:

• Collaborated with the executive leadership team to contribute to the development and execution of the overall business strategy.

Continuous Improvement:

• Drove continuous improvement by fostering enhanced collaboration between teams.
• Introduced peer reviews of documentation, project retrospectives and improved service delivery processes.

Reporting:

• Built dashboards and information radiators to show service and project progress
• Introduced C-Sat feedback, automated via the ITSM system
• Contributed to Senior Management Team dashboards to show overall business progress and forecast targets

Security and Compliance:

• Took charge of achieving Cyber Essentials Plus certification, ensuring a robust security posture for the organisation.

Business Continuity and Disaster Recovery:

• Developed, maintained, and tested a comprehensive business continuity and disaster recovery plan, ensuring organisational resilience in the face of disruptions.

Management Responsibilities

• Line management of Service and Project Delivery teams.

Reporting

• Built dashboards and information radiators to show service and project progress
• Introduced Net Promoter feedback, automated via the ITSM system.
• Contributed to Senior Management Team dashboards to show overall business progress and forecast targets

Project Improvement

• Assessed the financial viability of current methods of project delivery. Implemented changes to project delivery processes and cost to ensure improved financial standings on project delivery.
• Looked at repeatable process that could be automated to enhance being on time, hitting deadlines and fixing costs.

Security and Compliance

• Responsibility for ISO:27001, ISO9001, ISO14001 and BSI10012 accreditations.

Management Responsibilities

• Line management of a team of field engineers. working various shift patterns including out of hours support.

Voice of the Customer

• Managing emerging client requirements within an extensive backlog of current work, applying MoSCoW principles to prioritise workload.

Reporting

• Extensive and complex client reporting completed monthly and presented onsite with the client.

Working at a leading online gaming company on an active project to build a platform for their first external client to move onto.

Management Responsibilities

• Line management of Service Delivery and Release Management Teams.

Release Management

• Attended go / no go meetings to assess the viability of each release and which functional and non functional requirements with interlocking dependencies could be released spanning multiple development teams in a complex environment.
• Assisted in co-ordinating the open communication between each team at the point of an active release.

Retrospectives

• Attended retrospectives and ensured that the "learn from experience" Agile Principle was applied.

Checkpoint Reporting

• Communicated updates to the Project Manager for Highlight reporting to the client.

Client Management

• Worked with the client to build out the live service offering for post go-live support including integration of ITSM systems.