Consultant process : Meilleurs profils disponibles et nouvelles missions déposées

Exemple de missions de Marylin,
Consultant process habitant ?

illing to travel, relocate, all locations suitable

Business Transformation and Improvement,
IT Strategy and Lifecycle

Over 15 years in identifying, designing and delivering success,
Passionate about Service quality and customer focused,

\uf0fc Strategic review to delivery,
\uf0fc Improvements across the Globe,
\uf0fc Not just a pipe dream but tangible results,
\uf0fc Dealing with complex organisations and Executive stakeholders.

Advocacy of Department/function
Head of IT Services, IT Department re-organisation,
Team transformation and organisational set up IT, Operational, Financial, HR Teams

IT Strategy and Operational excellence
Business Customer Satisfaction, Continuous Improvement Service Delivery,
Commercial acumen SOW, RFW, Service Charters, BID, ROI analysis ,
IT Roadmap, IT Capability and Capacity Management versus Business Demand,

Business Change Management
Process Change BPR, TOM ,
People Change ITSM/SIAM Framework ,
Technology Change DR, Business Continuity .

Vendor, Supplier and Partnership Management
Outsourcing of IT Support Functions,, 3rd Party Service Management Contract set up
Technical partnerships CSC, Remedy, ORACLE, Motorola, ORANGE

Assignments

Head of IT Services interim
Company Name Ingeus Ltd
Dates Employed May 2016 Jul 2017
Location London, United Kingdom

Together with their partners, Ingeus delivers a wide range of services from national employability and training programmes to specialist support for local communities
-National Citizen Service, The Work Programme, Justice services and rehabilitation. NDPP - NHS Diabetes Prevention Program.
3000 + global Users, remote users, diversified End-Users communities in 11 Countries
Targets Achieved

- Reduction of Abandoned / Missed Calls from 60 to less than 2 ,
- Customer Satisfaction exceeding 95 ,
- Improvement on SLAs targets reached from 25 to exceeding 95 .
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Marylin ******** - 07592 738 981 - ********
Improved IT Service Management model and results across the IT group.
- Developed stronger partnerships with vendors and suppliers.

Areas of Delivery

- Business relationships and stakeholders management,
- Operational delivery and support, Escalation management,
- Customer Service Excellence and Department performance,
- Support Function L1/L2/L3-DEV/Project , Identifications and implementations of "Quick wins",
- Knowledge Management - Problem Management, Change Management, Asset and Configuration Management,
- Engagement Model solution lifecycle, BID, PM SD&T Mgt ,
- ITSM - Service NOW - Full alignment between processes, policies and workflows, IVR and calls routing,
- Documentation management,
- Identification of stepping stones towards further improvements

Reinforcement of the proactive engagement of IT as a true enabler to the Business,
Increase of the visibility/reinforcement of the long-term strategy,

ITSM Lead Consultant - BMC Remedy migration
Company Name Vodafone Group
Dates Employed Feb 2016 Apr 2016
Location Vodafone UK - Newbury HQ

Targets achieved

- Design and introduction of an "industry standards" aligned ITSM 5- Maturity Levels Table.
- Design and introduction of ITSM Assessment Framework, including Maturity Criteria and Questionnaires across selected ITSM topics 315 maturity criteria reviewed .
- Definition, design and introduction of Scoring Model for Maturity Level Evaluation.
- ITSM Assessment Framework completed and delivered against selected Products/Markets remits

Elements completed
Maturity Levels of the "As-Is" and "To-Be" models
Complexity/Effort Evaluation in days and months
ITSM Assessment Reviews conducted
23 reviews, 16 Support and Operational Teams interviewed
Remedy instances demo conducted various modules

- ITSM Assessment - analysis and recommendations completed

Summary of analysis
As-Is positive scorings
As-Is negative scorings
Recommendations
Bridging the gap between As-Is and To-Be
Project framework

ITSM Process and Support Management Consultant - Government Solutions line
Company Name SITA Global Services
Dates Employed Jun 2015 Nov 2015
Location UK

SITA Global Services - The world's leading specialist in air transport communications and information technology.

Targets achieved

- Gap analysis.
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Service Improvement around Incident, Problem, Change, Deployment and CSIP.
- Improved Governance of the support models.
- Standardisation of support models.
- Proactive management of the demands and on boarding.
- Completion of missing documentations.
- Review the current RACI.
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Marylin ******** - 07592 738 981 - ********
Completion of all Training plans.
- Reporting and promoting the SGS GSL Department/function.

ITSM and Process Consultant
Company Name Vodafone Group
Dates Employed Feb 2015 Mar 2015
Location Germany
Targets achieved - 4 weeks process mapping exercise

- Documentation of the operational processes that GSOC follow as part of their business-as-usual responsibilities and tasks.
- Identification of processes which are core to GSOC operations and present in a standard service description including service model and RACI detail.
- Assessment of business added value provided by GSOC to their customer base.
- Identification of areas gaps and areas of improvement.
- Review of working procedures and operational models across teams including but not limited to GSOC India, VSSI, Service Desks, Group Security, Architecture & Design teams and Local Markets.

ITSM and Process Consultant SD&T, Production IT
Company Name Carglass SAS, part of Belron Int l Ltd.
Dates Employed Jan 2012 Jul 2014
Location France

Targets achieved

- Selection of partners to fulfil requirements of the IT Operations function.
- Integration and deployment of a Mobile solution for field engineers representing over 500 units PDAs including selection
of suppliers and partners, identification and validation of SLAs and service charters, suppliers contracts as well as functional
and operational models and processes.

Scope, Duties and Deliverables

- Key stakeholder / project board member, Gatekeeper Warranty Period.
- Project and major change delivery processes, documentation, tools, training and communications
- Service Level Requirements analysis and incorporation into the existing IT Operational models.
- Change Advisory Board member for approval on all major releases.
- Definition and introduction of sound SLA proposals to the Business stakeholders.
- Delivery of Operational processes and training to support the release of the project into production.

Service Design and Transition Consultant Group IT
Company Name Belron International Ltd Autoglass/Carglass
Dates Employed Sep 2010 Jan 2012
Location UK / France

Targets achieved

- IT and process Solution Identification.
- Business Change Management.
- Client/Customer management.
- Strategic improvement of the relationship with customers suppliers and partners.
- Multi discipline Program and Project delivery..
- Proactive engagement with Operations and key clients, undertaking regular business reviews and a continuous process of communications, delivering cost effective, value add, quality solutions.

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Marylin ******** - 07592 738 981 - ********
TSM and Process Consultant Global Service Integration, Delivery and Support
Company Name Vodafone Group
Dates Employed Jan 2009 Apr 2010
Location Germany

Targets achieved

- Implementation of a new Service Management Solution for Vodafone Group across 28 operational regional divisions.
- Set up of the Team new improved working procedures, new strategic processes and workflows .
- Introduction of the Team to project mode deliveries.

Scope, Duties and Deliverables

- Daily management of the Team.
- Identification and implementation of procedures, processes and training materials.
- Introduction of Daily and weekly project management review with proactive engagement from the project initiation to the deployment phases and into the daily support activities of the live services.
- Review, Analysis, demo, workshops of over 25 applications and comparative analysis of over 2000 KPIs.
- Lead Consultant in Business and Operational Processes and Communications.
- Lead Consultant and SME for design, and implementation of new processes, combined with relevant SLAs and reports.
- Lead SME in the design of working procedures and associated processes. new workflows, SLAs and reports.
- Design and proposal of new improved delivery processes for all working process across Vodafone Global IT Support.
- Strategy consultant for the pilot new SLA, reports, workflows
- Lead training consultant for general use of the tool ASSYST. Trainer qualification obtained
- Communication Lead.

ITSM and Process Consultant Team Lead Country Support Management
Company Name Vodafone Group
Dates Employed Oct 2008 Jan 2009
Location Germany

Targets achieved

- Organisational set up of a 3rd level Support Deployment cross function.
- Introduction of project methodologies and delivery.

Scope, Duties and Deliverables

- Delivery of improved working procedures, new strategic processes and workflows across the existing Incident Management tools TTWOS and HP QC .
- Daily management of the Team, with incorporation and visibility of new set of KPIs and reports.
- Project Management Lead introducing weekly project management reviews from the project initiation to the deployment phases and into the daily support activities of the live services.

Professional Services Client and Services Manager
Company Name Arkenis Ltd
Dates Employed Jan 2007 Jun 2008
Location UK

Targets achieved

- Cre...