SUZY MEARNS
Shotts,North Lanarkshire
Summary
Operations and service delivery manager with extensive experience in hybrid and private cloud project delivery and operational governance within a major UK financial institution. Demonstrated expertise in supplier and stakeholder relationship management, contract management, and governance of contingent workforce operations. Proficient in cost management, risk compliance, and performance metrics reporting, driving business process improvements and cloud service adoption. Committed to leveraging strategic planning and project leadership to enhance technology operations and deliver exceptional service.
Overview
32
32
years of professional experience
Work History
Technology Service Manager - Hybrid Cloud
Lloyds Banking Group
05.2024 - 06.2025
- Help consumers access hybrid cloud services to support operational delivery and encourage supplier cooperation.
- Assist in managing supplier relationships to ensure steady service levels and reduce operational interruptions.
- Aid in improving service experiences for internal teams through teamwork and process enhancements.
OpenShift Platform Support Manager - Cloud Platform
Lloyds Banking Group
10.2022 - 05.2024
- Supported operational delivery and assisted in people management within private cloud OpenShift platform support team.
- Helped manage permanent and contractor workforce to ensure compliance with governance policies.
- Assisted with capacity planning and demand management involving multiple teams and stakeholders.
- Contributed to operational governance including cost modelling, recharge management, risk management, and reporting.
- Facilitated onboarding of applications to platform to ensure smooth service transition.
Contracts & Commercial Project Manager - Future Private Cloud
Lloyds Banking Group
07.2021 - 10.2022
- Assisted in delivering commercial and contractual projects through supplier negotiations.
- Supported management of contract novation programme with managed services provider involving multiple stakeholders.
- Helped ensure contract delivery met service standards and business objectives.
Cost & Productivity Manager - Chief Operating Office
Lloyds Banking Group
06.2020 - 06.2021
- Assisted in implementing strategic initiatives to enhance operational efficiency and lower technology expenses.
- Collaborated with senior leadership to aid cost optimisation programmes.
- Monitored governance across transformation projects.
- Facilitated deployment of approximately 90,000 laptops and peripherals during the COVID-19 remote working programme.
Strategic Operations Manager - Group Chief Operating Office
Lloyds Banking Group
11.2018 - 06.2020
- Assisted in strategic operations and transformation initiatives.
- Provided operational analysis to aid strategic decision-making.
- Facilitated organisational change, including contractor insourcing programmes.
- Collaborated with HR unions and leadership teams on workforce restructuring.
- Supported the rollout of the Workday HR platform.
Contractor Practice and Compliance Manager - Enterprise Programmes
Lloyds Banking Group
07.2014 - 11.2018
- Assisted in governance and compliance processes for contractor and contingent workforce.
- Facilitated onboarding, offboarding, compliance, timesheets, and expenses management.
- Supported strong supplier relationships to ensure contractor delivery standards.
- Processed supplier work orders while ensuring adherence to contract terms.
- Assisted with contractor and contingent workforce engagement and governance.
- Checked contractor time, travel, and expenses in line with company policy.
- Contributed to supplier management service reviews to maintain resource quality.
Sky (BSkyB)
01.1993 - 01.2013
- Facilitated operational planning as lead.
- Coordinated resources effectively.
- Managed customer relations team.
- Led team initiatives successfully.
- Provided support as customer service representative.
Education
Higher Level Standard -
Skills
- Operational delivery
- Supplier engagement
- Strategic planning
- Cost management
- Project management
- Stakeholder communication
- Team leadership
- Compliance management
- Change management
- Customer relationship management
- Decision making
- Workflow planning
- Staff recruitment and retention
- Service orientation
- Service level agreement management
- Service delivery expertise
- Change implementation
- Risk mitigation
- Business process improvement
- Compliance monitoring
- Resource evaluation
Timeline
Technology Service Manager - Hybrid Cloud
Lloyds Banking Group
05.2024 - 06.2025
OpenShift Platform Support Manager - Cloud Platform
Lloyds Banking Group
10.2022 - 05.2024
Contracts & Commercial Project Manager - Future Private Cloud
Lloyds Banking Group
07.2021 - 10.2022
Cost & Productivity Manager - Chief Operating Office
Lloyds Banking Group
06.2020 - 06.2021
Strategic Operations Manager - Group Chief Operating Office
Lloyds Banking Group
11.2018 - 06.2020
Contractor Practice and Compliance Manager - Enterprise Programmes
Lloyds Banking Group
07.2014 - 11.2018
Sky (BSkyB)
01.1993 - 01.2013