Director for Regional & Special Interest Groups @ itSMF UK
Versatile and flexible professional with over 24 years experience. Security Cleared Service Transition specialist, underpinned by ITIL Service Management V3 Expert. A solid record of IT transition in large scale, complex environments with skills in receiving management, process re-engineering and process implementation. A genuine believer in self-development and the development of others through training, coaching and transformational
Versatile and flexible professional with over 24 years experience. Security Cleared Service Transition specialist, underpinned by ITIL Service Management V3 Expert. A solid record of IT transition in large scale, complex environments with skills in receiving management, process re-engineering and process implementation. A genuine believer in self-development and the development of others through training, coaching and transformational leadership. Aims to deliver successful people management and achieve organisational goals through real engagement, performance management and motivation.
Service Introduction Manager, Capgemini HMRC Account, @ Accountable for the successful transition of Government Personal Tax services from an IT Project environment into a Live Service. Assessment of technical and service solutions to identify risks & determine the governance framework required for transition of Agile & Waterfall deliveries. Creation & management of detailed Risk profiles, Engagement activity schedules, Service Acceptance criteria & Live Service artefacts to ensure the new service is reliable, predictable and secure. Chair of stakeholder readiness reviews to emphasis assurance, alongside Receiving Manager responsibilities. Significant Stakeholder management experience with Programme offices, Live Service Directors & Managers. Governance of 3rd party Service Suppliers, in multi vendor environments, adopting SIAM principles. From May 2013 to Present (2 years 8 months) Newcastle upon Tyne, United KingdomDirector @ From April 2013 to May 2014 (1 year 2 months) IT Asset and Service Management implementation project @ Project manager for the Service Desk system migration and Change Management process redesign.
Technical leader for the migration of Incident, Request and Problem processes.
Produced and managed project plans, co-ordinated people and financial resources, generating business papers for funding approval and strategic options. Authored organisational policies and procedures and completed stakeholder engagement workshops to identify customer requirements and subsequent needs analysis. From June 2012 to December 2012 (7 months) Service Management (ITIL) implementation @ Responsible for leading the implementation of IT Best Practice within IS and championing this across the wider organisation. Set the strategic vision and direction for IT Best Practice and developed a programme of work to ensure delivery of the defined strategic objectives in the agreed timeframe and within the agreed budget. Created project plans for each implementation and undertook subsequent day to day management of the project and associated resources.
Daily management of Incident, Change and Service Asset & Configuration and accountable for Incident and Problem.
ITIL knowledge systems and reports were designed to demonstrate the organisational benefits delivered by the new working practices. Any service delivery or service operations problems were proactively identified and addressed.
Produced and delivered high quality training and procedures to ensure successful engagement with staff upon process launch and also for annual refresher training. A technical leader to all members of IT on the subject of best practice. From October 2007 to June 2012 (4 years 9 months) Service Desk @ Responsible for the technical Service Desk team. Designed the Service Desk function and successfully created a proactive, customer focussed team, able to deliver a technical service which exceeded service levels and key performance indicators. Embraced multiple forms of customer communication, including a web based contact portal, telephone communication through IVR technology, created the Service Desk Charter and met regularly with stakeholders.
Devised the incident classification framework to support the effective prioritisation of work within a strictly regulated business environment and the collection of management information for service and performance reporting. Developed and subsequently managed the IS Customer Survey, using the output to drive increased efficiencies in the organisation through improvements to service and reduction in system downtime. From March 2006 to October 2007 (1 year 8 months) 3rd Line & 2nd Line Technical Support and Service Desk @ I led the Server & Desktop team (15 people based in Durham) from March 2001 - May 2004. And the Desktop and Service Desk teams (12 people based in Durham & Chelmsford) from May 2004 – March 2006.
Budgetary responsibility for both operating and capital expenditure, including the achievement of annual savings targets - Opex approx. £500k, Capex approx. £800k. Managed software licences and contracts covering an estate in excess of £5million and managed the procurement process from the initial production of business cases, to tender award, and completed subsequent vendor and contract management.
Managed the teams delivery of technical IT services to 3,500 customers, including large scale hardware and software upgrades and developed formal ‘areas of responsibility’ for a previously unstructured team of engineers, resulting in clear job roles and responsibilities being defined and improvements in service achieved. Day to day responsibility for 1st and 2nd line incident resolution covering an infrastructure of 190 windows servers, 1800 desktop devices (pc’s, windows terminals and laptops) geographically split From March 2001 to March 2006 (5 years 1 month) IS Business Analyst @ From January 2001 to July 2001 (7 months) Dispatch team leader @ maternity leave cover From June 1999 to December 1999 (7 months) IS Business Analyst @ From July 1998 to June 1999 (1 year) Financial assistant management accounts @ From September 1995 to June 1998 (2 years 10 months) Customer accounts clerk @ From September 1991 to September 1995 (4 years 1 month)
BA (Hons), Leadership and Management, First Class @ Newcastle Business School From 2011 to 2013 Claire Burn is skilled in: ITIL, IT Service Management, Service Delivery, Change Management, Service Management, Stakeholder Management, Service Desk, Incident Management, Service Improvement, Process Improvement, IT Management, Governance, Project Delivery, Project Management, Business Analysis
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