
September 2019 to August 2024
Overview
CalMac Ferries Ltd embarked on a programme to introduce a new Ferry Ticketing & Reservations system intended to replace a system that had been in place for almost 30 years and was very much engrained within the culture of their organisation.
I provided ICT business solutions and change management support from the early stages of the programme, initially driving the requirements capture activities of the procurement exercise and assisting the organisation through the evolution of an operating model and developing all the business processes and practices to lift the organisation into a modern customer experience.
The activities involved stakeholder management at all levels of the organisation from Customer Service Advisor through to Managing Director and critical external stakeholders including Members of Scottish Parliament and community representatives.
I have performed a vital role in both strategic development, planning and delivery of this large, high-profile transformational programme.
Key Achievements
Requirement Gathering, Documentation & Assessment for Procurement and Programme Delivery.
Responsibilities
- Procurement Requirements Strategy & Scoring Framework
- Target Operating Model (via Operating Model Canvas framework)
- Business Process Modelling & Procedures
- Stakeholder management of various personnel from end-user through to Directors and Managing Director
- Project Management Support
- Business requirements, Functional Requirements, Non-Functional Requirements, Functional Specification, and Technical Solution. Including the capture and documentation presented via various recognised models including User Stories, Business Process Modelling Notation (BPMN), Flow Charts and Customer Journey Maps.
Methodologies
- Prince 2 (Business Change Workstream)
- Agile (System Implementation Workstream)
- BPMN (Business Process Modelling Notation)
Software & Technologies
- Microsoft: Teams, Office, Visio, Project, Sharepoint
- Specialist: E-Dea eBooking