Victoria Rose

• Responsible for Service, Project delivery and account P&L. Driving operational quality and improvement, financial integrity and customer satisfaction. Supporting Client Executive Partner with identifying and developing new growth opportunities that add value and address our customers priorities, needs and business objectives.
• Created and led successful business culture focused on operational delivery performance.
• Implemented short, medium and long-term operational delivery strategies to promote continuous improvement and drive progress in key areas. Successfully recovering a failing service to a consistently performant operation, meeting and exceeding KPIs and SLAs within 4 months.
• Partnered with Practice management teams to optimise operations and reduce costs to successfully execute an aggressive profit improvement plan; transforming a loss making account to a breakeven position with ongoing positive margin.
• Increased customer satisfaction to Net Promoter scores.
• Established strong rapport with stakeholders to enhance business credibility.
• Identification and development of talent through coaching and mentoring, Managed team performance, celebrating and recognition of successes and identifying areas to improve.

• Overall accountability for Service, Project Delivery and account growth.
• Applying execution discipline to ensure control and predictable results, driving and controlling the success of customer service quality, compliance and security and profitability management.
• Supporting our customers strategic objectives by building capability and solutions to support and address their pain points, business issues and drive operational efficiency.
• Leading and supporting Operational Delivery and Project Teams to successfully deliver service and projects; providing the necessary governance and organisation to realise the Customer's delivery roadmap. Successfully transforming to a Software-defined wide-area network, digital workplace and SAP Hana.
• Delivered the successful integration of 2 acquisitions.
• Produced strategic development and delivery plans to maximise profit and achieve KPIs & SLAs.
• Significant year on year reduction in the number of high priority incidents, by addressing technology pain points identified via problem management and process re-engineering.
• Execution of profit improvement and growth initiatives transforming a loss making £2.5m pa account to £11m pa of revenue with a 35% gross margin.
• Secured 5 year contract renewal.

• Responsible for solution service delivery and account P&L, driving end-to-end execution and orchestration of delivery across operational teams in line with delivery standards and budget.
• Client management and understanding of challenges and needs.
• Team care, management and development.
• Negotiation and mitigation of £1m of service credits accrued. Remaining £250k negotiated as project work.
• Resolved significant customer pain points for Video conferencing facilities and the Service Request catalogue, resulting in a 48% reduction in resultant calls relating to these services to the Service Desk and increase in end user experience.
• Led on major incident relating to a Cyber Security attack, data had been encrypted with intent of extortion. Incident resolved and data restored within 45 hours. Follow on up-sell of security solution to address vulnerabilities in the customers landscape.
• Implemented service improvement plan, recovering from SLA delivery at 74% to consistently meeting Service Levels and KPIs.

• Responsible for service delivery and account P&L, driving end-to-end execution and orchestration of delivery across operational teams in line with delivery standards and budget.
• Understand and challenge clients' business needs and interaction with client technical teams to find innovative solutions inline with client's level of maturity.
• Team care, management and development.
• Delivered technical and process improvements to a PC life-cycle and asset management engagement resulting in reduced third party build costs and profit improvement to Atos, significant reduction in missing assets and therefore cost benefit to the client.
• Secured a 3 year contract renewal.
• Successful transition of first generation outsource into Atos, embedding and stabilisation of service within three months of service commencement.
• 26% increase in first time fix rates through proactive incident and problem management trending and shift left from 2LS to 1LS.

Employed by the Monitoring Services Division, responsible for the fitting/removal and monitoring of electronic tags of offenders on bail, probation or early release under licence.

• Responsible for the implementation of a Resource Scheduling Solution utilising Sidewinder software providing dynamic resource scheduling for planned and unplanned visits by officers.
• Completed process mapping of a highly complex, predominantly manual paper based system based on multiple offender profiles, officer requirements and Criminal Justice SLAs to configure resource scheduling tooling and integration with tag monitoring systems.
• Led on Business Change Management and employee training.
• Developed and maintained project timescales, providing contingency planning to support timely completion.
• Project implemented to time, budget and quality.

• Joining as a Junior Project Manager through graduate recruitment developed project management skills delivering network projects to time, quality and budget. M
• Moving to BT Syncordia Solutions gaining greater depth and breadth of experience of large complex projects.
• Responsible for the roll out centre for a large PC refresh (circa 13,000 clients) managing the complexity of departmental build and individual requirements, migration appointments and remediation activities. Added complexity of the client diverting procurement budget and the need to analyse those assets that could be reused.
• Set up of the Project Management Office for newly created Computing Solutions division.
• Progressed into a Contract Manager role, with overall ownership of delivery of service and projects leading a team of Service and Project Managers across a portfolio of accounts.
• Business Specialist role responsible for business development for BT Global Services, securing 3 new name contracts.