I thrive in dynamic organisations undergoing significant transformation. I excel at working in greenfield environments, being able to quickly understand current state, and drawing out and articulating future state through my collaborative and consultative approach to working with management and staff. I develop and execute plans based on gap and impact analysis. My focus on people, process and technology means successful outcomes for the organisation, its employees and clients. I am recognised as a leader and coach with expertise in engaging the attention, active support and commitment of management and staff to achieve transformational goals. I have demonstrated experience in leading and managing a broad range of projects and business improvement activities to support strategic planning and ICT-based change initiatives in both government and private organisations. I possess strong facilitation skills and extensive experience in developing, implementing, embedding and measuring change initiatives. I also have significant experience in establishing and improving project and change methodologies, frameworks, templates and processes. I have extensive experience and knowledge in IT service management, ICT infrastructure and applications as well as the ability to rapidly acquire knowledge and skills in new applications and systems.

Manager, Managed Service Delivery and Managed Project Delivery @ From July 2015 to Present (6 months) Senior Analyst - ICT Portfolio Management @ • Provide leadership, management, coordination, and direction to teams delivering ICT Projects as part of a program • Develop a consistent method for, and assist projects to consistently deliver: - Project scheduling against the Project Delivery Framework - Resource estimation and skillset identification - Management of enterprise resource pool - Resource levelling, utilisation and forecasting - Capture of actuals, track progress against plan including ETC - Baseline governance and management - Consolidated reporting - Implementation into a PPMIS toolset From January 2015 to July 2015 (7 months) Business Analyst - Business Process, Service Management, Project and Change Capability @ • Identifying and defining IT services and documenting service support models, performance metrics and support dependencies • Reviewing and improving current processes in relation to the Corporate Program of Work and integrating these into an end to end Project Methodology and framework • Using a standard process improvement approach to develop a number of key deliverables (templates, reference guides and worked examples) • Supporting the Applications Capability Group with defining and driving process changes and measuring performance • Leveraging experience and understanding of organisational culture and behavioural change to develop tools and processes to build change capabilities • Determining and documenting business and functional requirements, and gaining agreement with stakeholders on the optimal approach • Establishing and building relationships with business managers and ICT service providers • Analysing issues and preparing written reports and presentations that clearly articulate the issues and proposed solutions, in a dynamic / changing ICT and project delivery environment • Supporting Application Managers in completion of new templates obtaining their feedback to enhance their usage and effectiveness • Identifying other opportunities to achieve improvements in business processes through analysis, design, implementation and support • Identifying opportunities to leverage IT (e.g. collaborative tools such as SharePoint) for implementation of new and revised systems and single source of truth for service support delivery and management From June 2014 to December 2014 (7 months) Brisbane, AustraliaPortfolio Analyst/Project Mgr MS Project Server @ • Lead and coordinate the project implementation for MS Project Server and SharePoint 2010 for the Blue Care Business Enablement portfolio of work • Undertake the review and enhancement of demand management practices, processes and reporting • Develop and coordinate portfolio reporting for the total program of work; master scheduling, current projects’ status and health reporting and trend analysis • Provide coaching and mentoring for the Business Solutions Management team, project managers and other project delivery teams as well as project support team in use of MS Project Server to ensure acquisition of skills and knowledge and compliance with Blue Care standards, policies and procedures • Provide oversight and leadership for the Portfolio Plan and be responsible for the monitoring of progress against the plan • Provide training and support of portfolio and project management framework and processes to leverage the implementation of the MS Project Server functionality including portfolio and project performance reporting • Work closely with the Executive Sponsors and the Solutions Delivery and Project Managers to ensure that interdependencies are understood and delays and potential costs avoided • Develop, use and coach project managers on the use of best practice for project plans, schedules, budgets, benefit realisation plans, business cases, user acceptance test plans, project closure reports and senior management submissions • Liaise and coordinate with vendors, including work order review and monitoring of standards of work completion From November 2013 to June 2014 (8 months) Brisbane, AustraliaProject Change Manager/Lead Business Analyst @ • Coordinate the project team implementation activities for MS Project Server and SharePoint 2010 for ICT and Capital Works portfolio, program and project management areas of Council • Coordinate the project team implementation activities for the rollout of Windows 7 and MS Office 2010 across Council with 1100 staff and 1400 machines approximately • Develop and deliver comprehensive and supportive change management and training strategies and implementation plans for organisational areas impacted by the delivery of Windows 7/MS Office Suite 2010, DataWorks ECM and MS Enterprise Project Management Suite 2010 projects • Manage stakeholder and line management relationships and expectations, maintaining a focus on open, clear and concise communication across all levels of Council • Develop and deliver all end user training for Windows 7 and MS Office 2010 suite, DataWorks ECM, MS Project Server 2010, MS Project Professional and MS SharePoint 2010 • Manage licensing requirements and application capability issues • Schedule, develop and review change release communications to users for project related changes • Manage licensing requirements and application capability issues • Liaise and coordinate with software vendors, including monitoring service level agreements/contractual arrangements • Manage end user support for new Windows 7, MS Office 2010, MS SharePoint 2010, Project Web Application and MS Project Professional 2010 users and coordinate handover to Service Desk team • Develop and review project documentation including project plans, schedules, budgets, benefit realisation plans, business cases, test plans, project closure reports and senior management submissions From September 2011 to June 2013 (1 year 10 months) Change Manager - Business Transformation @ • Develop and execute change and training plans for the Business Improvement projects (Business Process Management, Project Delivery End-to-End and Consolidated Resource Forecasting) • Identify change issues and develop appropriate resolution strategies in collaboration with project team and key stakeholders • Ensure consistent approach to change management across projects and ensure change is planned and delivered in such as way to maximise the productivity and outcomes of the changes • Support teams working to deliver improvement initiatives by developing change interventions that will be built into the initiative implementation plans • Review change and release management processes, Marval application and work instructions as part of the business improvement initiatives supported by executive management team • Develop and deliver training in Change and Release Management processes, application and work instructions for project and operational team leads and key staff • Ensure cultural outcomes are consistent with the overall SPARQ Solutions Culture and Change plans From May 2011 to September 2011 (5 months) Organisational Change Manager @ • Develop and deliver comprehensive and supportive OCM and training strategies and implementation plans for organisational areas impacted by the delivery of program and project outcomes • Coordinate, consult and/or implement OCM strategies, plans and activities, including; o develop and deliver supportive training and development plans and learning programs o coordinate and facilitate focus groups, surveys, etc o undertake stakeholder engagement and communication o perform impact analysis, training needs analysis and readiness assessments o develop, prepare and distribute targeted program and/or project communications o quality assurance of OCM activities • Ensure alignment and compliance with the defined Council frameworks, Style Guide and the PMO OCM Framework, Benefits Management Framework, processes, tools, reporting regimes and approaches • Provide advice and assistance with the final transition and handover of the project into the operational environment • Contribute to the continuous improvement and development of the PMO OCM and Benefits Management frameworks and methodologies • Support business managers to identify and realise benefits from programs and projects From November 2010 to April 2011 (6 months) Application Manager - Service Transition and Implementation @ • Oversee the establishment of appropriate HR capability within the Service Integration Management branch and ICT Technical Operations branch to meet current and emerging service requirements for Queensland Health external access, messaging and application service management • Conduct a review of the organisational structure, job classifications and job design for Service Integration Management and ICT Technical Operations branches to meet changing service requirement demands • Manage the transition of enterprise ICT projects into the operational environment by maintaining collaborative working relationships between projects and programs and ICT Technical Operations managers and their teams including review of change and release plans, test plans and handover documentation as well as attendance at CAB • Brief senior managers on strategic and operational issues that have the potential to impact on enterprise ICT operations by preparing submissions, reports and impact assessments • Enable informed decision making on service delivery capability issues by developing timely and relevant written submissions, briefs presentations and information papers for project stakeholders • Establish effective working relationships with all key stakeholders within Queensland Health to implement appropriate service governance and management structures and models • Identify gaps in the operational framework and develop and implement solutions for re-use throughout the branch • Provide expert operational and service management advice and input into the development of project deliverables to ensure all aspects of a service lifecycle are appropriately delivered • Work collaboratively with business representatives, external and internal service providers in managing and understanding respective service requirements to ensure that service levels remain aligned to changing business requirements and evolving delivery capabilities From June 2010 to November 2010 (6 months) Program Change Manager @ • Define and lead the direction of all business change and training activities for the Program and individual projects, focusing initially on completing organisational impact assessment and business change management plans • Manage the transition of enterprise ICT projects into the operational environment by maintaining collaborative working relationships between projects and programs and InfoOperations managers and their teams including review of change and release plans, test plans and handover documentation as well as attendance at CAB • Brief senior managers on strategic and operational issues that have the potential to impact on enterprise ICT operations by preparing submissions, reports and impact assessments. • Provide high level strategic and operational advice to internal and external stakeholders on ICT operations at a Divisional and Branch level • Lead, manage and mentor a team/s of skilled project and operations team members in the provision of operational and business change and training services by establishing collaborative working relationships and engendering standard processes • Develop the communications and stakeholder management plans and approaches for the projects within the Infrastructure Branch in collaboration with Project Managers • Identify gaps in the operational framework and develop and implement solutions for re-use throughout the branch • Update and maintain a comprehensive knowledge of the Divisions operational framework for enterprise systems and ITSM process disciplines From March 2010 to June 2010 (4 months) Project Manager - Business Capability (Telstra Transformation Program) @ • Design and develop learning programs and curriculum (online, facilitated and virtual), drawing on workshopped information and scoping documents that develop employee skills and behaviours and support the implementation of new business processes and systems • Manage multiple and multi-layered learning capability projects simultaneously (online, virtual and face-to-face programs), ensuring plans are developed and managed for the duration of projects and resource usage is optimised • Access to and testing of new applications and processes as part of key testing team • Implement HR initiatives to assist the business to recruit, select, induct, develop and retain quality managers and staff and to manage performance such as coaching, mentoring and counselling • Manage client relationships and expectations, maintaining a focus on open, clear and concise communication, both internally and externally, across all levels of internal and client organisation • Workshop requirements of Telstra programs of work (system implementations, new field equipment, business processes, restructuring of business groups or new products) with program sponsors, stakeholders and subject matter experts to determine business work process needs of business teams and how to address these needs effectively (this includes identification of business drivers, impacts, risks, performance measures and business outcomes) • Develop and define learning project scoping documents that build and enhance capabilities and capacities in Telstra teams to support Telstra Transformation program initiatives • Manage the development, testing and procurement of supplier services (internal and external) to deliver on time and within budget and quality levels to meet the client expectations and project objectives • Establish and maintain cross-project procedures and policies, and provide guidance and leadership to internal teams, cross teams and client subject matter experts to achieve project aims and business outcomes From June 2006 to January 2010 (3 years 8 months) Business Consultant\Leadership Developer @ • Develop Change Management Strategy and Operational Implementation plans for various businesses, based on the completion of business analyses • Identify potential risks and anticipated points of resistance to change within each business and work with the business owner and leadership teams to develop specific plans to mitigate and address these concerns • Design, develop and facilitate leadership and management programs for business owners and management teams • Review remuneration structure and implement performance-based evaluation linked to remuneration • Implement and promote career and succession planning and talent management practices • Provide business strategic and operational planning support for business owners to assist them in meeting business and legal requirements and gain Government funding where available • Provide HR expertise to support businesses to attract, manage and retain quality managers and staff • Design and develop job advertisements, position descriptions and performance counselling and grievance procedures, work instructions and HR forms and provide training for businesses to implement these • Design, develop and implement performance management systems into small and medium businesses with the aim to recognise, develop and reward staff performance • Learning, development and assessment in all units of competency for Diploma and Certificate IV in Business, HR, Frontline Management, Small Business Management, Marketing and Administration Qualifications provided for business owners, managers and supervisors through Registered Training Organisations • Learning, development and assessment for Certificate IV in Assessment and Workplace Training • Design learning and development plans for Workplace Health and Safety Officers and deliver WHS training as part of Business qualifications From May 2003 to June 2006 (3 years 2 months) Acting Training Managr - Retail Projects and Development @ • Developed, managed and delivered on project, change, training, coaching and communication plans, product/service roadmaps, risk registers, project schedules and budgets for the introduction of new gaming products, system updates as well as new services such as agent intranet and Government legal and regulatory requirements such as Responsible Gaming policy • Utilised advanced facilitation principles incorporating accelerated learning techniques and adult learning principles, evaluating program effectiveness, designed participant feedback tools, and analysed results of feedback for ongoing program and trainer improvements • Designed skills and knowledge assessments through measurement of transfer of skills to workplace as well as measurement of return on investment utilising sales and other data • Created and managed measurement systems to track adoption, utilisation and proficiency of individual and team changes • Managed a team of project/training officers and support staff to deliver quality project outcomes consistently to thereby achieve the Corporation’s objectives for product sales, technology and customer service • Contributed to and implemented recruitment, selection and induction best practices, performance development systems, coaching, mentoring and counselling and workplace mediation • Worked collaboratively with HR, Marketing, IT, Call Centre and other departments in the formulation of plans and activities to support project implementation and post implementation review • Instigated a process of continuous improvement , which effectively minimised costs without affecting quality results • Developed operational standards, policies and procedures for franchisees to support management practices working within the Franchise Code of Code requirements • Established and maintained management information systems and involve others in the decision making process, making decisions based upon consultation, collaboration and quality information From June 1995 to April 2003 (7 years 11 months) Brisbane, AustraliaTraining Officer @ From November 1992 to June 1995 (2 years 8 months)

Masters, Professional Education and Training (Workplace and Vocational) @ Deakin UniversityPrince 2 Practitioner, Project Management @ Yellow HouseCertificate IV, Frontline Management @ Mount Eliza Business SchoolFoundation Certificate, Prince 2 @ Yellow HouseCertificate, ITIL Version 3 @ Dimension Data Learning SolutionsDiploma, Business @ Powerful SeminarsCertificate IV, Training and Assessment @ Jeanne Marshall & AssociatesBBUS, HRM @ University of Southern Queensland Patricia Ladd is skilled in: Stakeholder Management, Business Process Improvement, Project Delivery, Program Management, Business Process, Change Management, Instructional Design, Leadership, PMO, Project Management, Team Leadership, Business Analysis, Integration, Performance Management, Project Planning