I am an enthusiastic business and IT change specialist, based near Glasgow in Scotland, with a rich experience of over 20 years in business change and digital transformation programmes.
I have been at the forefront of Digital and Transformational change within Customer and User Focused Software Development and Business Change projects. Industries have included Transport, Housing, Government, Police, Facilities Management and Outsourcing. My specialisms are in Contact Centre, Customer Relationship Management and Online Digital Services for the public and private sector, with a focus in recent years on delivering project management, business analysis and change management skills within pivotal digital service projects: delivering customer-led practice to secure business efficiency, manage expectations and deliver effective business benefits; managing various technical and business workstreams.
I have extensive experience in IT & Business Solutions, operating throughout the Software Development Lifecycle (SDLC), highly adaptable to the needs of different industries and working across various business and technical departments on large scale business change projects, with a primary focus on Customer Experience initiatives. Regularly playing a role within high profile, complex business & technical projects, I am highly skilled in project planning, managing project activities within the scope of approved budgets, timescales and quality whilst ensuring effective communication to a wide range of stakeholders at all times. I am adept within projects that introduce sizeable business & cultural change and I am able to achieve business buy-in and support to minimise the impact of the business and their people.
My background and strength is in my Business Analysis skills. Applying strategical and critical thinking to business problems, I love to identify solutions. Utilising recognised techniques, including BPMN notation, I am able to effectively bridge the gap between business and IT teams delivering documentation and workshops in an appropriate manner for the intended audience. In doing so I am able to facilitate significant system, process and cultural change into established business areas
In addition I am used to working in fast-paced environments, where pragmatic decision making and prioritisation are critical to project delivery. I have worked under conditions of intense project governance and external scrutiny within my recent projects at CalMac Ltd and Police Scotland, including presenting in front of senior directors, officers, executive members, Scottish Government and Senior External Assurance officials. In order to deliver such projects successfully I have needed to maintain positive and valuable working relationships with third party vendors, utilising onsite, offsite and offshore resources throughout projects.