Project Manager, Business Improvement
SBG
Total des années d'expérience :16 years, 10 Mois
Development of Project Management Policies and Procedures for all Business Improvement Initiatives, such as, Oracle EBS, Building Information Modelling and Primavera Contract Management.
Determine scope, resources and deliverables for all Initiatives in accordance with the PMO standards.
Take part in Scrum Meetings and provide high level support in Requirements Analysis and Testing stage.
Ensure that there is a continuous buy-in from the top management towards Business Continuity Planning by highlighting high level risks, their impact and their mitigation.
Support and carry out Risk Identification and Risk Assessment for Business Continuity and Disaster Recovery. Develop Mitigation, Contingency and Project Intervention Plans if required.
Develop and implement procedures for contract management and administration in accordance with the managements vision, policies, strategy and values.
Monitor, control and manage contractor performance to Service Level Agreements against KPI’s.
Conduct internal audits to ensure all operations follow best practices laid out by PMI, HSE and ISO.
Proactively develop and conduct leadership seminars, awareness programs and training sessions.
Project managed the delivery of two end-to-end CRM solutions by effectively coordinating with the in-house CRM Customisation team as well as third party contractors.
Conducting Scrum meetings and Requirements Analysis to understand client’s needs, supporting the service delivery team to ensure all requirements are fully met.
Manage business information systems including technologies such as IP Telephony, CIC and IVR
Oversaw development and implementation of intelligent contact routing solutions.
Develop SAP Crystal reports on KPI’s and overseeing training programs for sales and marketing teams.
Clients : T-Mobile, O2, Which Magazine, Direct Wines, Hillarys, AXA Insurance and Argos.
Resolve queries and work orders supporting end-user desktops, peripherals and mobile devices.
Remotely diagnose and resolve requests utilizing remote tools.
Install and configure hardware, software, printers and scanners.
Plan and undertake scheduled maintenance upgrades.
Recover data from hard disk drives and perform data migration.
Designing, planning and conducting EPOS training throughout London and the South East region.
Developed EPOS Training Manual, Standard Operating Procedures, System Checklists and Manuals.
Met highest standards of quality ensuring all SLA’s were achieved.